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. |
