How to use Sunwater Online

Logging in

Select ’My Account’.
Enter your login ID and password and click ‘Login’. If you are unsure of your login ID, contact Customer Support on 13 15 89 (8:30am—4:30pm, Monday to Friday).
After entering your login ID and password, a one time passcode (OTP) will be sent to your registered email address.
Enter your OTP and click ‘Verify’.
Once logged in, your Sunwater Online dashboard will be displayed.

Your dashboard explained

Your account dashboard will display basic information including any amounts owing, the number of water accounts, and any alerts or messages. You can perform various requests and transactions using the drop-down options in the menu bar.

Dashboard	Returns you to the dashboard
My contact details	Enables you to view and update your contact details, including changing your password
Alerts & messages	Displays any activities you have completed online e.g. changing your password, or customer messages from Sunwater e.g. details of current shutdowns or billing alerts
Quick links	Links customers directly to customer enquiry forms, scheme information, bill payment pages and user help
Customer accounts	Lists all customer accounts on which you are nominated as a contact, and your role on the account e.g. Principal Account Holder
My favourites	Customisable based on pages you have chosen as favourites. To make a screen a favourite, select the ‘Favourites’ icon below the menu bar

Viewing alerts and messages

Select ‘Alerts & messages’ from the menu bar.
Select the alert or message you wish to review.
To return to the ‘Alerts & messages’ page, select ‘Back to messages index’.

Updating your contact details

From the menu bar, select ‘My contact details’, then ‘Contact details’.
For your security, your name and title details cannot be updated online. If you need to update these details, contact Customer Support on 13 15 89 (8:30am—4:30pm, Monday to Friday).
Select ‘Edit contact details’ and update the relevant fields.
To update your address, select ‘Validate my address’. You will receive a confirmation email at the address registered to your account.
Once you have updated all relevant fields, select ‘Update details’.

Registering a principal account holder

A principal account holder can perform temporary transfers and carryover requests online.

From the dashboard, select ‘My contact details’, then ‘Principal account holder registration’.
Select ‘Click here to access the Principal Account Holder registration form’.
This will take you to the Customer Profile Form, which you must complete and return to us by email, post or fax.

Changing your password

From the dashboard, select ‘My contact details’, then ‘Change my password’.
Enter your current password and your new password, then select ‘Change password’.
Your new password must be between six and 50 characters, and have at least one capital letter and two numbers, and no spaces.

Viewing and printing account invoices and statements

From the menu bar, select ‘Customer accounts’, then the relevant customer account number.
Select ‘View invoices water statements’.
Choose the document you would like to view/print. The document will be downloaded as a PDF for viewing or printing.

Viewing and exporting historical water transactions

From the menu bar, select ‘Customer accounts’, then the relevant customer account number.
From the left-hand menu, select the water account.
Click on ‘View financial transactions & financial history’.
Drag your mouse over the required data, right click and choose ‘Copy’.
Paste your selection as text into a Word or Excel document.

Viewing an overview of the current balance of your water account

From the menu bar, select ‘Customer accounts’, then the relevant customer account number.
From the left-hand menu, select the water account.
Click on ‘Transactions & water authorities’, then ‘Water transactions’. This will display the water transaction summary for the current water year.
Note: The balance displayed is based on your most recent meter read. To ensure the balance is accurate, enter an up-to-date meter reading.

Viewing water authority information

From the menu bar, select ‘Customer accounts’, then the relevant customer account number.
From the left-hand menu, select the water account.
Click on ‘Transactions & water authorities’, then ‘Water authorities’. The water authority displayed is based on the water account selected in the blue drop-down box.

Requesting a carryover

Please note: This is a request for carryover and is subject to acceptance and scheme carryover calculations.

From the menu bar, select ‘Customer accounts’, then the relevant customer account number.
From the left-hand menu, select ‘Water account’, then ‘Request Carryover’.
Select the applicable water account from the drop-down menu.
Select the request type.
Note: You can only select recurring carryover for schemes where this is offered.
Select the volume of water — either all of the remaining allocation balance, or a nominated amount. If you select a nominated amount, please specify the required volume in the relevant field.
Submit your request.

Entering meter reads

From the menu bar, select ‘Customer accounts’, then the relevant customer account number.
From the left-hand menu, select ‘Water account’, then ‘Meter readings’.
Select ‘New meter reading’ and choose the correct offtake from the drop-down menu.
Select the applicable type of product reading:
Current (1 reading) will allow you to enter a reading using the same water product as previously entered
New (1 reading) will allow you to enter two readings using a different water product than previously entered
New (2 readings) will allow you to enter two readings using a different water product than previously entered e.g. entering a start and end read for an event-based product.
Using the calendar, enter the date the meter was read.
Enter the meter reading. Note, you must delete the zeros before entering the current reading.
If the meter has exceeded its maximum value — i.e. the last read was 9997 and the new read is 0008 — you must check the click-over box.
Select ‘Calculate usage’ to check the volume to be applied and then submit the reading.

Viewing and exporting historical meter reads

From the menu bar, select ‘Customer accounts’, then the relevant customer account number.
From the left-hand menu, select ‘Water account’, then ‘Meter readings’.
Select the relevant offtake.
Drag your mouse over the required data, right click and choose ‘Copy’.
Paste your selection as text into an email or Word/Excel document.

Viewing temporary transfer requests

From the menu bar, select ‘Customer accounts’, then the relevant customer account number.

From the left-hand menu, select ‘Water account’, ‘Temporary transfer’, then ‘Temporary transfers’. This screen will display pending, approved and rejected temporary transfers requested on your water account. Choose the appropriate water account for more information.

Note: If a temporary transfer shows as ‘Rejected by Sunwater’, this may be due to the transfer not meeting local operations eligibility criteria, the water account having an insufficient balance, or monies being overdue on the buyer’s or seller’s account. In this case, you will be notified at your preferred contact. Contact Customer Support on 13 15 89 (8:30am—4:30pm, Monday to Friday) to discuss further.received to your preferred contact method, please contact customer support on 13 15 89, Monday-Friday 8.30am-4.30pm to discuss further.

Submitting a new temporary transfer request

From the menu bar, select ‘Customer accounts’, then the relevant customer account number.
From the left-hand menu, select ‘Water account’, ‘Temporary transfer’, then ‘New temporary transfer request’.
Indicate if you are buying or selling water.
Note: If you are transferring water between accounts, the buyer is the account receiving the water and the seller is the account the water is being transferred from.
Check the water account is the one you would like to transfer water from or to.
Enter the water year the transaction applies to.
Enter the buyer/seller’s water account.
Select ‘Tab’ or ‘Search account’.
In the ‘Transfer details’ section, enter the transfer volume price.
You must enter a value. If you are not charging for the water, enter 0.
Read the Temporary Transfer Scheme Rules.
Submit your request. The transfer will then be available for the other party to accept.
Note: if you are transferring water from one of your water accounts to another, you must return to the dashboard and accept the transfer.

Accepting a temporary transfer submitted from another water account

From the menu bar, select ‘Customer accounts’, then the relevant customer account number.
From the left-hand menu, select ‘Water account’, ‘Temporary transfer’, then ‘Temporary transfers’.
Navigate to the pending temporary transfer section and select ‘Pending my acceptance’.
Review the temporary transfer information. If it is correct, select ‘Accept’.

Creating a new water order

Online water ordering is only available for the Barker Barambah, Border Rivers, Bowen Broken, Burdekin Haughton, Callide Valley, Dawson Valley, Macintyre Brook, Mareeba-Dimbulah, Nogoa Mackenzie, Proserpine River, St George and Upper Condamine water supply schemes.

Select the customer account you will be using for the water order.
From the left-hand menu, select the water account number, ‘Water orders’, then ‘New water order’.
Select the correct offtake from the drop-down list. If this does not display the offtake you wish to use, please double check you have selected the correct customer and water account number.

Enter the water order details:
Start date (this cannot be earlier than the Notice Period Date displayed on the screen)
Start time
Duration (The end date and time will automatically populate depending on the duration you enter. Alternatively, if you enter the end date and time, the duration will be automatically populated)
Flow rate i.e. the volume you need for each 24-hour period
Product (please note, this defaults to the last product used)
Meter read (this field is mandatory if the product chosen is different from that previously chosen)
Note: You can repeat the order if required.

Select ‘Submit’, then ‘OK’.

Amending a current water order

Choose the account you processed the applicable water order with.
Navigate to the left-hand menu on the account summary, select the water account number, ‘Water Orders’ and then ‘Current/Amend’.
Select the ‘Amend’ hyperlink.
Edit the fields you would like to amend then select ‘Submit’.

Cancelling a future water order

Select the account you process the applicable water order with.
From the left-hand menu, select the account number, ‘Water orders’, and then ‘Current/amend’.
Select the check box, then ‘Cancel’ and ‘OK’.