Terms and Conditions

Using our online customer service portal.

Riverina Water account portal Terms and Conditions of Use

Please read all the Terms and Conditions of Use. You acknowledge that you have read and understood these Terms and Conditions of Use and also agree to be bound by them. If you do not agree with any of the terms and conditions, you will not be able to use the Riverina Water account portal.

The Riverina Water account portal (‘portal’) are self-service portals offered by Riverina Water County Council ABN 52 084 883 210 (‘Riverina Water’) that enable you to securely access and manage Riverina Water account information online for the properties that you register. These Terms and Conditions of Use govern your use of the portal and are between you and Riverina Water County Council (‘Riverina Water’ or ‘us’ or ‘our’ or ‘we’).

In these Terms and Conditions of Use:

  • Bill means your Riverina Water bill, invoice, statement or demand (however described) for the services or products we provide.
  • Communications includes information we send to you such as payment reminders, water flow restriction or disconnection notifications and debt collection notices, all marketing or service information and any other notices, letters, publications or other billing-related information we send you.
  • Portal means Riverina Water’s My Riverina Water Account online account portal.
  • You or your means the individual who accepts these Terms and Conditions of Use in their personal capacity or as an authorised representative of a company or other legal entity.

Eligibility

To be eligible to register for My Riverina Water Account, you must either:

  • own the property you are registering for the portal (‘Owner’); or, have already been appointed by the Owner as an authorised contact for the property and have those details recorded in Riverina Water’s system (‘responsible party’) if the property is owned by an individual/individuals; or, you must be a managing agent of properties in Riverina Water’s supply area and listed as a responsible party.
  • To be eligible, you must be 18 years or above.

Functionality and modifications

The portal enables you to:

  • choose whether to receive your Riverina Water bill by post or email (paperless);
  • view and download your past Bills for up to 1 July 2023;
  • view and download your payment history for up 1 July 2020;
  • add and remove properties;
  • update your personal contact and payment details;
  • set up and manage direct debit;
  • request a short payment extension online;
  • pay your bills online; and
  • view your consumption history for the current and previous year

We may introduce other services that form part of, or complement, the portal from time to time. We may, at our discretion, add, change or remove any functionality or features associated with the use of the portal. 
These Terms and Conditions of Use will govern any changes made to the portal. By continuing to use the portal after the changes are implemented, you are accepting those changes.

Fees and charges

Riverina Water does not charge a fee to register for, or use, the portal. You may be liable for fees or interest if you do not pay your Riverina Water bill before its due date in accordance with our Fees and Charges and Debt Management Policy. Your telecommunication or internet provider may charge you for your data usage when you access the portal service on our website.

Acceptance of My Account and My Account for Managing Agents Terms and Conditions of Use

We provide access to, and use of, the portal subject to these Terms and Conditions of Use. By registering for the portal you agree to:

  • be bound by these Terms and Conditions of Use;
  • receive our Bills and Communications at your nominated email address; and
  • access our Bills and Communications at your nominated email address, on the portal.

We may amend these Terms and Conditions of Use at any time and will provide you with notice of any such amendments. The latest Terms and Conditions of Use are available on our website.

If we amend our Terms and Conditions of Use, we will send you an email.

Through your use of the portal, you may be required to accept terms and conditions on third-party websites, depending on how you are paying your Bill.

Acceptable use of the portal

Your use of the portal must not (and must not permit others to):

  • interfere with the performance or integrity of the portal, including any deliberate attempt to overload, reverse engineer, compromise, disable or impair the portal. You must not attempt to circumvent, disable, bypass, exploit, or misuse any information and communications technology controls unless authorised in writing to do so;
  • attempt to modify the portal in such a way as to undermine the security or negatively impact the portal or introduce a vulnerability or otherwise;
  • be for any illegal or unlawful activity;
  • deliberately or recklessly introduce any form of computer virus, trojan horses or other programs that may damage the portal;
  • assign, pledge, modify, transfer, sell, resell, sublicense, rent, lease, or create derivative works based on the portal; or
  • perform any penetration test of or on the portal.

Registration to use the portal

You agree to provide true, accurate, current, and complete information about yourself as part of your registration, and to keep your details updated. If you don’t keep your information current, your use of the portal may be affected.

As part of the registration process, you need to provide your name, property account details, email address and phone number. Your username will be the email address you provide in the registration process. You are responsible for keeping your username and password secure. You agree to immediately notify us of any unauthorised use of your username and password or any other breach of security. You should regularly change your password to maintain password confidentiality. You acknowledge and agree that you are responsible for your use of the portal and any activity occurring using your login details. You must not misrepresent yourself to be someone else. You agree to be the exclusive user of your login credentials for the portal.

You may not be able to register, use or access the portal if our system does not support your browser or device.

You will need to activate your registration via a link we send to the email address you provided in the registration process and provide information to enable us to authenticate and approve the registration. The email may appear in your spam or junk folder.

You will receive an email confirming your registration once it is complete. Registration approvals may be at our discretion.

If a property has more than one Owner that is registered with NSW Land Registry Services, each Owner can register for the portal with a separate email address and password. A property can also be registered by an Authorised Contact (‘Responsible Party’).

You may be temporarily locked out of the portal if you fail to properly authenticate yourself. If you are locked out of the portal and require urgent access, call us on 6922 0608 during our business hours. 

Removal of properties from the portal and deactivation of accounts

If you have more than one property, you may remove all but one property from the portal at any time. If you only have one property, you will need to call us to ask us to remove the property and deactivate your account.
If you remove a property you still own, you will remain responsible for paying outstanding bills or other liabilities incurred. You will be able to access your account details by calling us, or you can add the property to your portal account again in the future.

If you remove a property that is set up for:

  • direct debit, you will need to contact us to have your direct debit arrangement cancelled;
  • paperless billing, you will need to contact us to cancel paperless billing. Bills may be sent in the post to the last known mailing address or property address.

If you no longer own the property, we will automatically cancel any direct debit arrangement you have in place and stop sending you bills. You will still be able to log in to access past billing and payment history applicable to your ownership of the property. If you remove a property you no longer own from the portal, you will not be able to add it again in the future.

If we deactivate your portal account, you will need to call us if you would like to enable your access again in the future.

If you are an Authorised Contact or Managing Agent, your access to property details may be revoked by the Owner at any time and without notice. When you log in to the portal, you will no longer have access to the relevant property details from the time your access was revoked.

Paperless billing (eBill)

Paperless billing (also referred to as ‘eBill’) is an online service that enables you to receive a notification at your nominated email account when your bill is issued. When you opt in for paperless billing, we will stop sending you paper bills. You will access all your future bills online unless you choose to revert to paper. You may receive a card or a letter from us if we need to let you know about something else, such as planned water outages or non-payment of account.

The communication and information we email you may contain only a summary of the full billing information available when you log in to the portal. You can download and view the full bill in PDF form when you log in.

You may only access bills online through the portal if you have successfully registered for its use.

If you use paperless billing, we will deem that Bills and Communications have been delivered, presented, received and viewed by you once we’ve sent the Communication to your nominated email account, unless we are notified otherwise.

You are responsible for ensuring that you’ve read and acted upon Bills and Communications as required, and for notifying us of any issues associated with accessing or using the portal.

If you disagree with the content of any online item, including any Bill, you are responsible for raising objections with us.

If you have authorised a Managing Agent to act on your behalf, the Managing Agent may request to receive Bills for your property via paper or paperless billing. You will also be able to access your Bill by logging in to the portal.

Privacy

To provide you with the portal, you need to provide us with sufficient personal information necessary to establish an account.

Your personal information will be accessible to you through the portal. You can update your contact details and payment information (if applicable) at any time.

We will use your personal information to provide the portal services, including to provide you with Bills, payment reminders (if applicable), and any other notices, letters, publications or other billing-related information we send you; along with Riverina Water promotions, products, services and offerings.

If you have provided consent and no longer wish to receive these types of communications, you can withdraw your consent by selecting ‘unsubscribe’ within the relevant communication.

If you are an Owner and have an Authorised Contact acting on your behalf, your account information will be made available to the Authorised Contact.

To provide you with our services, we may need to share your personal information with our service partners, our contractors and third parties, or banking institutions. We may also disclose your personal information as permitted or required by law.

Additional information about how we handle your personal information is available in the privacy policies on our website.

We also take measures to protect us from malicious activities on our website, such as Google reCAPTCHA challenges. To understand how Google uses information from sites or apps that use its services, you can review the Google Privacy & Terms.

Warranties and our liability to you

Nothing in these Terms and Conditions of Use attempts to limit, modify or exclude any liability arising under statute if, and to the extent that, such liability cannot be lawfully excluded. Further, nothing in these Terms and Conditions of Use attempts to limit or exclude any liability for fraud or fraudulent misrepresentation or exclude or limit liability for death or personal injury caused by our negligence.

Subject to this clause, we make no warranty that the portal (including the bill payment service we provide) will be uninterrupted, secure or error free, or that the information accessed is free from computer viruses or other harmful defects.

Subject to this clause, we will not be liable to you:

  • if the portal is unavailable for any reason or any suspension or termination of your access to the portals; or
    for any loss, expense, or damage (including consequential, special, or indirect in nature) arising out of or in connection with any use or access to (or inability to use or access) the portal, except to the extent such loss, expense or damage arises as a result of Riverina Water’s own error, omission or negligence. This includes any unauthorised access or use of the portal by another person, corruption or loss of data transmitted to or from the portal, the loss or misuse of passwords or any other matter that has arisen from your use or inability to use the portal.

We take no responsibility for your use of a third-party site that might be linked to the portal.

Intellectual property rights

Using the portal does not give you ownership of any intellectual property rights in the portal or the content you access.

Subject to these Terms and Conditions of Use, we grant you the right to access and use the portal on your computer or mobile device, as permitted under these Terms and Conditions of Use.

The portal My Riverina Water Account and My Account for Managing Agents portals are powered by Infor. Any illegal reproduction of this content may result in legal action.

Termination

We may, at our discretion (acting reasonably), terminate or suspend your portal service.

We may immediately terminate or suspend your use of the portal at any time if you breach these Terms and Conditions of Use, due to inactivity on your account or in connection with access, use, security or technical issues.

If we terminate or suspend your access to or use of the portal, you will still be responsible for any outstanding Bills or other liabilities incurred.

We will inform you of the reason for suspension or termination.

Complaints and assistance

We are committed to managing complaints quickly, fairly, confidentially and professionally. To make a complaint, complete the ‘general enquiry’ form within the portal or via the Contact Us methods on our website. If you are unhappy with our solution, you can choose to have the complaint reviewed again as per our complaints policy.

If you need help registering or using the portal, check the information page on our website.

Miscellaneous

The terms of Riverina Water’s relevant adopted policies, strategies and customer charter (as amended and superseded from time to time) will take precedence over these Terms and Conditions of Use, to the extent of any inconsistency between them.

The laws of New South Wales, Australia, govern these Terms and Conditions of Use. If any of the terms and conditions are found to be invalid or unenforceable, such invalidity or unenforceability will not affect the remainder of the terms and conditions which will continue in full force and effect.

Neither party shall be deemed to have waived any rights or remedies under these Terms and Conditions of Use unless such waiver is in writing and, in the case of Sydney Water, signed by one of our authorised officers. No delay or omission in exercising any rights or remedies shall operate as a waiver of such rights or remedies.