Hardship Support

Water services are essential and your water will not be turned off if you’re struggling to pay your bill. Help will be available for residential customers who are experiencing genuine financial hardship, in line with the Tiaki Wai debtors' management and hardship/waivers policy.

The policy is available online. It structures support in tiers:

Tier 1 – Payment support and engagement

This is the primary response and may include:

• flexible payment plans
• short-term extensions
• provide resources so you can connect with appropriate support services
• remission of late payment fees where hardship support is agreed.

Tier 2 – Practical assistance

Over time, the region will transition to water meters, meaning water charges will be based on how much water is used. As this transition happens, practical assistance may include:

• water efficiency advice
• identification of unusually high usage
• support to address avoidable costs where appropriate.

Tier 3 – Waivers or adjustments

In exceptional and temporary circumstances, limited financial relief may be considered after other options have been explored. Ongoing subsidies or routine debt write-offs are not provided.

We won’t restrict someone’s water supply just because they’re struggling to pay. Restriction would only ever be considered as a last resort, and only where a customer chooses not to engage with us, despite being able to pay.

Information on how to apply for support will be available before the first bill is sent in late July/early August.