My Account Frequently Asked Questions

Can I pay my bill without registering online?

Yes you can!

  1. From the My Account login page, select the PAY MY BILL NOW button at the bottom of the screen
  2. Enter your account number (as shown on your bill)
  3. Enter the amount to be paid
  4. Select SUBMIT to be redirected to the payment screen
  5. Enter your credit card number, Expiry Date and CVV Number and select the NEXT button
  6. Check that all details are correct (including your chosen payment amount) and select PAY
  7. If payment has been successful, the screen will display a ‘Your Transaction was Approved!’ message.
  8. To complete the transaction, select the COMPLETE PROCESS button. Note: your updated account balance will be viewable upon your next Login to My Account..

Who can register for an online account?

  • At this stage, My Account can only accept registrations from Residential and Business owners and Residental tenant customers.
  • We are currently working to expand this service to all CHW customers though so check back here soon.

How do I register for an online account?

Registering for an online account only takes a couple of minutes – you will need your CHW customer account number handy. If you’re new to Central Highlands Water, and do not yet have an account number, you can register for online services once you receive your first quarterly bill.

  1. Go to MyAccount and click REGISTER a new account.
  2. Enter your 9 digit account number (your account number is located in the top right hand corner of your bill).
  3. Enter your First name. Your first initial is printed on your bill.
  4. Enter your Last name exactly as it appears on your bill. Note: If your account is in a Business name, enter your Business name exactly as it appears on your bill. Leave the First name field blank.
  5. Enter your date of birth (for businesses, please leave blank)
  6. Enter an email address and confirm it in the next field. Note: This will be the email address that you will use in future to log in to My Account.
  7. Enter a mobile number.
  8. Create and enter a User Name and password unique to only you.
  9. Select and answer one of the security questions (this will assist to access your account if you forget your password).
  10. Click SUBMIT to agree to the Terms and Conditions and process registration.
  11. If all fields are successfully entered, you will be redirected to the login page to enter your User name and password to proceed.

My information could not be verified as the responsible party for my account?

The details entered in as first name and last name must exactly match what CHW has listed as the responsible party on the account you wish to access. Note: this may vary from the postal name listed on your bill.

  1. To register a residential or tenant account, please use your full first and last names i.e. John Citizen rather than J&A Citizen.
  2. To register a business account, please enter the business name in the last name field only and leave the first name field empty.

Note: the registration process is sensitive to any spaces, hyphen and commas listed within the responsible party listed on the account. If you are still experiencing trouble registering for an account, please contact our friendly team on 1800 061 514 between 8.15am and 5.00pm Monday to Friday or via email at customerenquiries@chw.net.au to assist you.

How do I change the password for my online account?

If you’re already logged into your online account:

  1. Select Profile Settings from the main menu bar and enter your current password.
  2. Enter New Password
  3. Confirm New Password.
  4. Update any other details as needed (i.e. email, postal address, bill delivery method)
  5. Click Submit.
  6. 7. If successful you’ll see a message confirming that your password has been reset. Next time you login, use should your new password.

If you have not yet logged into your online account:

  1. Enter your email address that was used to first register for MyAccount.
  2. Enter your email address (this is the one used by you when first registered for MyAccount).
  3. Click ‘Reset Password’?
  4. Go to the MyAccount login page and click NEXT.
  5. Answer the security question as previously selected by yourself, the select NEXT.
  6. Enter and confirm your preferred password, then select SUBMIT.
  7. You’ll see a message confirming that your password has been reset successfully. Next time you login, you should use your new password.

How do I see which accounts are connected to my online login?

  • All Central Highlands Water, water and wastewater accounts in your name will be linked together so you can manage them via one online login.
  • For multiple accounts holders, once registered as a My Account user, at each login you will be prompted to select the preferred account to be viewed.
  • To change accounts at any time within My Account, click the downward arrow in the drop down menu, located at the top right of any page, to switch from one account to another.

Tip: If you have recently purchased or moved into a new property as a tenant, the account will not appear online until you have received your first bill.

I can't see all of my accounts online, what should I do?

  • If you have more than one water account in your name, all accounts will be linked to the one online login.
  • If you find any accounts are missing, you can request the missing accounts be added and only accounts in the same name can be linked to the one online login.
  • If you have additional accounts in either a business or personal name that are not showing in My Account, please contact us on 1800 061 514 between 8.15am and 5.00pm Monday to Friday or email direct at customerenquiries@chw.net.au to arrange access via My Account.

My name is spelled incorrectly, how can I update it?

  • If we have misspelled your name, please contact us by phone on 1800 061 514 during business hours or submit an online enquiry and we’ll update our records.
  • Please note that for major name changes, you may be required to show proof of identity to support your change request.

Can I pay multiple bills in the same transaction?

No you can’t sorry however individual payments can still be made via My Account.

  1. To select your desired account to be paid, in the top right corner of My Account, select the drop down arrow which will show all available accounts.
  2. Select the account to be paid from the list where only accounts that you are the responsible party for will be shown.
  3. Select PAY NOW button.
  4. Select the preferred PAYMENT OPTION and enter payment amount (if required) followed by the PAY NOW button at the bottom of the page.  *Note that at this point, if more convenient, you can also enroll for DIRECT DEBIT payments for all future bills for the selected account by selecting EDIT DIRECT DEBIT button at the bottom of the screen.
  5. The screen will then redirect you to a credit card payment screen to complete the transaction.
  6. For customers with multiple accounts, check that the REFERENCE number matches the account number located at the top of the bill that you want to pay.
  7. Enter Credit Card number and details as requested and select NEXT
  8. Confirm that all details are correct and select the PAY button.
  9. If payment has been successful, the screen will display a ‘Your Transaction was Approved!’ message.
  10. To complete the transaction, select the COMPLETE PROCESS button.

Note: your updated account balance will be viewable upon your next Login to My Account..

Can I add or update my concession details?

  • At this point, concession details can only be added or updated on your account by contacting our friendly team on 1800 061 514 between 8.15am and 5.00pm Monday to Friday or email us direct at customerenquiries@chw.net.au
  • Note: To register for a concession you need to hold an eligible concession card. Concession is only eligible for water and sewerage accounts and cannot be added to Commercial or Landlord accounts. Please refer to our website for more information.

What credit card types can I use to pay my bill with?

  • My Account currently accepts payment from Visa and Mastercard.