While we strive to provide an outstanding customer experience, we recognise that sometimes there may be a need to complain if a service, decision or action fails to meet your expectations.
We deal with all complaints in an objective, unbiased and timely manner.
How to make a complaint
GWMWater welcomes feedback about the quality of service that we provide to our customers and stakeholders. We are pleased to help you in any matter regarding our services and you can contact us by email, in person or by phoning 1300 659 961 during business hours.
We recognise that customers may need to notify us if a service, decision or action fails to meet your expectations. When you make a complaint, please include as much information as possible to ensure our staff can consider all of the facts.
Alternatively, you can make a complaint by filling out this 
Claim for Compensation Form or by contacting us.
Protected disclosure
We recognise the value for transparency and accountability in its administrative and management practices. Protected Disclosure Procedures (306kB, 21 pages) outlines the protection of persons from detrimental action in reprisal for making a protected disclosure about GWMWater or its employees.
What happens next?
- Your complaint is referred to the appropriate manager.
- The manager will review the complaint and offer a response.
- We strive to respond and resolve all complaints within 10 business days.
If you reject our proposed decision or action:
- Your complaint remains open.
- You can seek alternative forms of assistance such as the Energy and Water Ombudsman (EWOV).
- We will continue to monitor progress of your complaint until all reasonable internal and external options of recourse are exhausted or the complainant is satisfied.
For further information please refer to our Complaint Policy (90kB) or contact us.
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.
You may require a pressure and flow test when connecting to our water network to ensure the water network will meet your requirements.
To apply for a pressure and flow test, simply fill out an application form and submit it to us by post, fax, email or in-person.
Applications may take up to 10 business days to be processed.
An application fee of $150 applies to all submissions.
Application for a Pressure and Flow Test (104 kB)
Further information...Connect to an urban water main Many properties in urban areas will have the option to join our existing water network. The primary requirement for a property is that it's fronted by one of our mains. |
Groundwater is an essential resource for our community, especially in the western parts of the region. With no regulated water supply system and limited opportunities for catchment runoff, landholders are dependent on good quality, reliable water for town supply, stock and domestic use, and even irrigation, in some areas.
It is important that we regulate and monitor our groundwater resources to ensure their health and ongoing viability for towns and farms.
At GWMWater, we're responsible for:
- groundwater resource management
- issuing 'take and use' groundwater licences for irrigation and other commercial purposes
- supporting key environmental management strategies
- regulating ground water diversions according to the Water Act 1989.
Groundwater licences
Apply for a groundwater bore
If you're planning to construct or alter a groundwater bore, you need to apply for a licence before you can start works.
Apply for a 'take and use' groundwater licence
To use groundwater for irrigation or other commercial purposes, you must have a ‘take and use’ licence.
Apply for a 'take and use' groundwater licence
Groundwater monitoring
We monitor groundwater across our region in partnership with the Department of Environment, Land, Water and Planning (DELWP).
- The DELWP records information on all registered groundwater bores (including bore construction details, groundwater level and water quality.
- Specific bores are monitored throughout our region collecting data on groundwater levels and quality.
- This information is then uploaded to DELWP's Water Management Information System.
For more information on groundwater monitoring, get in touch and ask for our Water Resources Team.
Further information about groundwater...
Department of Environment, Land, Water and Planning - Groundwater Groundwater is an important part of Victoria's water supply, comprising approximately 15% of the State's total water use.
Federation University - Visualising Victoria's Groundwater An online map that combines groundwater data from various sources to assist researchers and water managers make decisions for the sustainable use of precious groundwater resources.
Bureau of Meteorology - Groundwater Dependent Ecosystems Atlas The National Atlas of Groundwater Dependent Ecosystems presents the current knowledge of groundwater dependent ecosystems across Australia.
Groundwater and Surface Water Management Plans This page details information on the Wimmera Catchment Surface Water and Groundwater Management Plan and the Avoca Local Management Plan. |
At GWMWater, we’re responsible for regulating farm dams under the Water Act 1989. This includes issuing works licences for some stock and domestic, irrigation and commercial farm dams.
Irrigation and commercial farm dams
An irrigation or commercial farm dam needs to:
- be registered
- and have a surface water 'take and use' licence.
If the dam is on a waterway or is defined as being 'potentially hazardous', it may also need a works licence. For advice on whether you need this licence, call us on 1300 659 961.
For more information about dams
Please contact us to obtain a Waterway Application Form.
Contact us
If you're unsure whether you need to register your dam, or apply for a works licence, contact us for advice.
Depending where you’re located in our region, you may be eligible to apply to harvest and use surface rainfall runoff, including from streams, rivers, creeks and catchment dams.
Surface water is a precious resource and it’s important that it’s managed carefully to protect existing users and the environment.
At GWMWater, we're responsible for:
- issuing surface water ‘take and use’ licences
- supporting key environmental management strategies
- regulating surface water licence allocations according to seasonal conditions.
To harvest and use surface water including from rivers, creeks and catchment dams you must have a surface water ‘take and use’ licence.
How to apply
To get a ‘take and use’ licence you can either:
1. Apply for a new licence
Application for a New or Amended Licence to Use Surface Water and to Operate Works TU1
2. Apply to renew your existing licence
Application for Renewal of a Licence to Take and Use Surface Water and Operate Works SWR1
3. Transfer an existing licence from another landholder
Permanent or temporary transfer of water for a take and use licence TU3
Transfer of licence ownership on the sale of land TOL1
If you no longer need your ‘take and use’ licence, you can surrender it:Surrender a licence to take and use water and operate works TU4
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In the interests of the environment, the community and fairness, it's important for people to follow the rules regarding taking and using surface water. Many people taking and using surace water illegally may not realise they're doing so. It's essential that you, as a surface water user, understand your rights and obligations concerning our water resources.
Water costs vary depending on a number of factors and can change from year to year. |
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