How The Hills Shire Got a Quarter of Ratepayers Onto Payble
Most councils get 4 to 10% of ratepayers onto a recurring rates payment plan. The Hills Shire Council, a council of 80,000 properties in New South Wales, hit a quarter of its ratepayer base in eight months.
This case study covers exactly how The Hills Shire Council did it: a redesigned rate notice with one payment method on the front, a six-channel promotion campaign that all pointed to the same page, a council-made how-to video, and a habit of reading the low ratings instead of just celebrating the five-star ones.
What you'll get
What you will get
The month-by-month adoption numbers, the full rollout timeline, and seven moves any council can copy.
A quarter of ratepayers are on Payble in eight months.
The Hills Shire Council went from a standing start in January 2026 to 11,532 active payment plans by September, against a sector average of 4 to 10%.
One payment method on the front of the notice was the biggest driver.
Moving Payble to the front of the rate notice, on its own, was the change that mattered most. Active plans more than tripled in the first month alone.
Payble is now the second most used payment method at The Hills.
Behind BPAY, and ahead of phone, post and card payments, all within eight months of launch.
Latest Webinars
Best Practices for Infringement Management - A Guide for VIC councils
This webinar delves into the current labor-intensive methods councils use for handling infringements, from issuing fines and managing payment plans to addressing unpaid fines through Fines Victoria.
How to Run a Payment Experience Optimisation Workshop
Whether you're from a council exploring options for rate payments or simply interested in the process, this webinar offers valuable insights into streamlining rate payments and optimizing payment processes for greater efficiency.
