We strive to provide our customers with access to safe, functioning and convenient water and sewer services at all times. However, sometimes you may have difficulties with your water services or notice a water leak. In these situations, we have a 24-hour customer service line for whenever you need help.
Call 1800 188 586 at any time for expert assistance from our customer service team regarding difficulties or faults.
How to report a fault
Our customer service team is here to help you. The more information you provide us about the issue, the easier it is for us to help you.
Remember, we're not responsible for plumbing on your private property - for that, you need to call a plumber.
1. Identify your problem
To best assist us in helping you, try and identify your service fault from the list below:
Sewers |
We'll take care of any blockages, odours or sewer overflows from the sewer main and connection point. If your inspection point is clear, generally this means the block is coming from your private plumbing and you'll need to contact your plumber. |
Water pressure and your stop tap |
Your stop tap is located on your water meter and controls the flow of water to your property. If you have a water pressure problem at your property, check your stop tap. If your stop tap will not turn off, is broken or leaking, we will repair it for you.
If your stop tap or water meter is vandalised or damaged, please get in touch with us and we'll let you know about next steps. |
Water quality |
Drinkable water
Untreated water
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Leaks |
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2. Provide as much detail as possible
Location - try to be as accurate as possible
- Where is the fault? What's the address?
- Is the fault on the road, nature strip or pipeline?
- If you're in a rural area, what's the closest town?
- Can you provide any other details to help us identify the location, such as nearest crossroad or visible landmark?
Timing and duration
- How long has the problem existed for?
- When did you first notice it?
- Does it happen at certain times?
Surrounding area
Have your neighbours been experiencing similar issues?
3. Give us a call
If you can provide us with details about your service difficulty or fault we are much better equipped to help you out! However, we know it's not always possible to make a thorough inspection, so just tell us what you can and let us help you.
Call 1800 188 586 at any time for expert assistance from our customer service team regarding difficulties or faults.
Guaranteed Service Levels and service standards
We're committed to providing high-quality standards that consistently meet our customer and regulatory requirements. We aim to meet the standards set by the Essential Services Commission for service fault and difficulty response times.
Urban
A Guaranteed Service Level (GSL) provides customers with a rebate on their water bill when our service doesn't meet accepted performance standards. GSLs were approved as part of our Corporate Plan 2023 to 2032 for urban customers.
Water service fault |
Rebate |
| Unplanned water supply interruptions not restored within five hours of notification | $50 |
| Planned water supply interruption longer than notification | $50 |
| More than five (5) unplanned water interruptions in a year | $80 |
| Notification to customer advising drinking water is not suitable for drinking | $100 |
| Restricting the water supply of, or taking legal action against, a residential customer prior to taking reasonable endeavours to contact the customer and provide information about help that is available if the customer is experiencing difficulties paying. | $300 |
Sewer service fault |
Rebate |
| Sewer interruption not restored within five (5) hours of notification | $50 |
| More than three (3) sewer blockages in a year | $80 |
| Sewer spill within a house caused by failure of system not contained within one (1) hour | $1000 |
Rural
We will inform affected customers of the time and duration of any planned interruption to a water supply service that will exceed the 72 hour on-farm storage requirement, at least two (2) business days in advance.
In rural areas we have service standards to ensure minimal interference and hardship for our customers:
- will limit rural pipeline supply interruptions of more than three (3) days.
- where a rural pipeline supply interruption exceeds three (3) days, we will cart non-potable water to the
homestead at no cost to the customer. Water carting required within the first 72 hours of the interruption or
for stock or other purposes is the responsibility of the customer at their cost. - communicate with customers in a clear, confidential and sensitive manner, taking all steps to support and assist customers.
- where we deliver water directly to a customer, and the purpose of water use is known by us, we will endeavour to inform customers of material changes in the water quality supplied.
- maintain a supply during major water quality incidents, unless unsafe to do so, and notify customers directly by SMS (where contact details are available), on our website and social media pages, or through local
media. - take all steps to support and assist customers ensuring that any restrictions on water supply and legal action is a last resort.
- we will implement our quality improvement programs to maintain systems in accordance with approved service standards, subject to Water Legislation.
In addition to the general system obligations, we will maintain the property service pipe up to:
- the meter assembly.
- if no meter is installed; the property boundary.
For more information, check our customer service charters: |
Our water system needs your help to keep it healthy and working well! Unfortunately there are a whole lot of things going down our drains that shouldn't be. Here are a few tips about what's good and bad news for our pipes.
Tips for healthy drains
There are products from all areas of our homes that need to stay out of our drains! You can make simple changes in your day-to-day life which will make a big difference to the health of our water systems.
Wipes
While there are many things we don't want down our drains, we want to call attention to one particular product we're having a lot of trouble with - wipes!
Keep wipes out of sewer pipes!'Flushable' wipes are NOT flushable. These wipes are causing problems for water infrastructure worldwide, including ours here at GWMWater. Although often advertised as 'biodegradable' and 'flushable', these wipes simply are not. Toilet paper is designed to quickly break down as soon as it gets wet; the cloth-like structure of wipes doesn't do the same. Wipes cause blockages that can damage pipes and infrastructure, cause overflows, and even injure our maintenance workers. So please bin your wipes, don't flush them! |
Bathroom
Avoid flushing the following items; they belong in the bin:
- tampons and pads
- nappies and incontinence wipes
- hygiene and cleaning wipes
- cotton buds
- condoms
- razor blades
- syringes
- paper towel
- plastics and wrappers.
Kitchen
There are some simple things you can do in the kitchen to keep our pipes healthy:
- Wipe pots and pans with paper towel after cooking. Place paper towel in the bin after use.
- Pour fats and oils onto your compost heap/garden, or pour into a sealable container and bin it.
- Use a sink strainer to capture scraps.
- Put food scraps into your compost.
- Bin the small sticky labels on fruit and vegetables.
Laundry
The type of laundry detergent you use can actually be really important! Try to find products which are phosphate-free and environmentally friendly. You can also just try and use less detergent for each wash - you might be surprised at how little you need for an effective wash.
Chemicals
Don't pour or flush dangerous chemicals down your drains. Products such as paint, oils, lubricants, pesticides and thinners are not only terrible for the environment, they actually damage and corrode our pipes. Additionally, they can create fumes which are dangerous for our maintenance workers.
Safely dispose of these products by contacting your local council and asking about their waste policies.
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Watch Choice Magazine test whether Kleenex wipes break down (Youtube video) Do flushable wipes really break down? Choice Magazine tests them alongside toilet paper. Check out the time-lapse video. |
Trade Waste
Some businesses are required to enter into a Trade Waste Agreement to dispose of oils and fats - even if they are operating a business from home. Find out more.
A range of concessions and grants are available to provide financial relief for GWMWater customers. If you're eligible, you may be offered reduced payments for your water services.
Concession card holders
You may be eligible for a government discount on you water services if you hold a:
- Pension card
- Healthcare card
- Veteran Affairs card.
To claim a concession, call us on 1300 659 961 and have your concession card close by so we can get your details. When you apply for this concession, you authorise us to confirm your eligibility with the Department of Human Services or Department of Veterans’ Affairs.
For more information visit Department of Families, Fairness and Housing - Concessions or Services Australia Concessions.
Life support concession
If your household is using an eligible life support machine, you may be able to get a quarterly discount on your water bills. This concession is available to both renters and homeowners.
For more information: Department of Families, Fairness and Housing - Life Support Concession.
Utility relief grant schemes
The Utility Relief Grant Scheme and the Non-Mains Utility Relief Grant Scheme both provide assistance for residential customers who can't pay their bills due to a temporary financial crisis.
For more information: Department of Families, Fairness and HousingHuman Services - Utility Relief Grant Scheme and Non-Main Utility Relief Grant Scheme.
Rebates
Not-for-profit rebate
If you're a not-for-profit organisation, you're likely eligible for a government rebate. The Victorian Government offers a rebate of up to $260 per year on fixed water and wastewater service charges for eligible customers.
To apply for this rebate visit www.sro.vic.gov.au to complete the Water and Sewerage Service Charges Rebate Application form. If you need help in completing this form we will be happy to assist by calling us on 1300 659 961.
Wildlife ponds scheme
GWMWater has developed a scheme to provide a rebate for 17 kL of water to landholders who construct and register a wildlife pond.
Find out more about building a wildlife pond and applying for a rebate.
Undetectable water leak rebate
If you’ve had a leak on your property, you can contact us to see if you’re eligible to receive an undetectable water leak rebate.
Otherwise, you can apply online now by clicking here.
This rebate is available to both urban and rural customers providing certain criteria has been met.
Further information...
Paying your bill is straightforward and convenient. Choose the most suitable way to pay from several options.
Get help to pay your water bill Sometimes it can be hard to keep up with your payments. Don't be afraid to ask for help! |
If you're planning to construct or alter a groundwater bore, you need to apply for a licence before you can start works.
This is so that we can record all bore activity in the region, ensuring responsible construction practices and use of underground water resources, as well as protecting community safety.
How to apply
There are two ways you can apply for a bore licence:
1. Apply online with the Victorian Water Register (external web link).
- Only for domestic, stock, investigation, observation or monitoring bore construction licences.
- The application process will take approximately 15 minutes.
- Payments are made online using your credit or debit card.
2. Apply directly to us by filling out an 
Application for a Licence to Construct, Decommission or Alter a Bore (81kB).
- Complete the form making sure all relevant information is provided.
- Either mail or email the form, payment and copies of supporting documents to GWMWater.
Licensed groundwater drillers
If your application is approved, you'll need a licensed driller to do the actual works.
It's very important to use a licensed driller. An unlicensed driller is a risk to not only themselves, but the people around them. By using a licensed driller you are protecting underground water resources and community safety.
Contact Us
If you're having any issues with this process, feel free to contact us.
Whether you need support paying your bill, or just helpful ways to manage your payments, we’re here to listen and assist you where we can.
We offer confidential, personalised assistance to our customers experiencing difficulties in paying their account.
We understand changes in life can happen at any time and you may find yourself experiencing financial hardship which makes it difficult to manage your water account.
Options available include:
- Flexible Payment Agreements
- Payment Cards
- Centrepay*
- Direct Debit
- Government concessions where eligible
- Undetectable Water Leak Rebates
- Utility Relief Grants
- Customer Support Program
We will assist and offer support where we can, including referral assistance to confidential and independent financial counselling.
To discuss how we can assist you, please phone us on 1300 659 961 or email us at
Payment options and assistance
Will GWMWater disconnect my water if I don't pay my bill?
Water is an essential service and we don't disconnect your water for non-payment.
However, we may take legal action or restrict your water supply to two litres per minute due to non-payment if:
- more than 14 days have lapsed since the issue of a reminder notice
- we've sent a final notice including information on GWMWater’s Customer Support Policy and other programs that are available to help you with payment difficulties
- we've attempted to make contact with you about the non-payment
- we've notified you of the restriction or legal action and the associated costs, including the cost of removing a restrictor
- we've offered or agreed to a flexible payment plan, and you've refused or failed to comply with the arrangement.
Our commitment to Family Violence awareness
We are committed to providing respectful and confidential assistance to customers who are impacted by family violence.
Our Family Violence Policy provides the framework which informs our decisions and the actions taken in dealing with customers experiencing family violence. It also provides information on the assistance that is available to those who are affected.
This policy also ensures that we satisfy our obligations under the Essential Services Commission Customer Service Codes for urban and rural water businesses.
Where to go for support
The Orange Door
Horsham (Wimmera South West)
3-7 Madden Street Horsham
Call: 1800 271 042
Email:
Swan Hill
14-18 McCallum Street Swan Hill
Phone: 1800 290 943
Email:
Services offered:
> Adults, children and young people's family violence services
> Child and family services
> Aboriginal services
> Services for people who use violence towards others
Grampians Community Health
(Monday to Friday 9 am to 5 pm)
Call: 03 5358 7400
Email:
Horsham
70-72 Hamilton Street
Stawell
8-22 Patrick Street
Ararat
60 High Street
Offers the following support:
> After hours family violence support
> Family violence counselling
> Family safety planning
> Men’s behaviour change program
> Accommodation support
Safe Steps
Call: 1800 015 188 any time
Email:
Live Chat: Monday to Friday 9 am to Midnight Website: safesteps.org.au/about-us/contact-us
Victims of Crime
Call: 1800 819 817
Text: 0427 767 891
Website: victimsofcrime.vic.gov.au
With Respect
Tuesday 9 am to 8 pm
Monday, Wednesday, Thursday and Friday
9 am to 5 pm
Call: 1800 542 847
Website: withrespect.org.au
For members of the LGBTIQ+ community. They offer Telecounselling and Support who are at risk or are experiencing family violence.
The Rainbow Door
Everyday 10 am to 5 pm
Website: rainbowdoor.org.au/getsupport
Call: 1800 729 367
Email:
SMS: 0480 017 246
Qlife
Call: 1800 184 527
Website: qlife.org.au
Telephone and web-based counselling, referrals and support for groups for LGBTIQ people and their families.
Aboriginal Family Violence Prevention and Legal Services
Call: 1800 105 303
Website:fvpls.org
Culturally specific assistance to Aboriginal and Torres Strait Islander victims/survivors or family violence and sexual assault
In Touch Multicultural Centre Against Family Violence
Call: 1800 755 988
Website: intouch.org.au
Assistance and information for women and children from CALO backgrounds living with family violence.
LIFELINE
Call: 13 11 14
Website: lifeline.org.au
24/7 Crisis support and suicide prevention.
Beyond Blue
Call: 1300 224 636
Website: beyondblue.org.au
24/7 information, referral and support for people on a range of mental health issues.
Directline
Call: 1800 888 236
Website: directline.org.au
24/7 counselling and referral service for anyone with concerns about their own or someone else's use of alcohol or other drugs.
Daisy
Daisy is an app that connects people experiencing violence or abuse to local services across Australia.
Family members and friends can also use Daisy to gather information and support people who are experiencing violence.
National Debt Helpline
Call: 1800 007 007
Website: ndh.org.au
General information about debt and access to financial counsellors.
Gambler's Help
Call: 1800 858 858
Website: gamblinghelponline.org.au
24/7 counselling and support for people with concerns about gambling behaviour.
Moneysmart
Call: 1800 007 007
Website: moneysmart.gov.au
Free tools, tips and guidance to help people of all ages, backgrounds and incomes to be in control of their finances.
Meli
31 Wilson Street Horsham
Call: 03 5278 8122
Email:
Website: meli.org.au
Meli is committed to creating an environment where everyone feels safe and that they belong.
CAFS
115 Lydiard Street North Ballarat
Call: 1800 692 237
Website: cafs.org.au/financial-support
Rural Financial Counselling Services
1/48 McLachlan Street Horsham
1300 735 578
Rural Financial Counselling Services is a free service for rural and regional primary produces and small business owners.
They can help you:
Gain a clear understanding of your financial position.
Generate and explore options.
Develop budgets and implement plans.
Talk to your creditors.
Prepare a Farm Household Allowance (FHA) or Regional Investment Corporation (RIC) loan application.
Apply for grants and other support packages
Provide referrals to other specialists, including financial, legal, marketing and our own wellbeing program.
Apply for grants and support packages.
Mallee Family Care
229 Beveridge Street Swan Hill
03 5032 4479
Outreach service in Birchip call the Central Office on 03 5023 5966
Offer Support in:
> Identifying and clarifying financial issues.
> Provide short-term resolutions.
> Advocate debt management plans.
> Plan long-term actions including budgeting.
> Determine ongoing needs.
> Refer to other supports.
Further information and services...Get a concession or grant - A range of concessions and grants are available to provide financial relief for GWMWater customers. If you're eligible, you may be offered reduced payments for your water services. To access our Translating and Interpreting Service, contact 131 450 and ask to be connected to 1300 659 961. Deaf, hearing impaired or speech/communication impaired customers may call the National Relay Service (TTY service) by dialing 133 677 and quoting 1300 659 961. |