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
1800RESPECT – Phone 1800 737 732
Website – www.1800respect.org.au
National counselling helpline, information and support 24/7
SafeSteps – Phone 1800 015 188
Website – www.safesteps.org.au
24/7 family violence response service including the Pets in Crisis program
Womens Information and Referral Exchange WIRE (Victoria) – Phone 1300 134 130
Website – www.wire.org.au
Women’s information and support service
Men’s Referral Service – Phone 1300 766 491
Website: www.ntvmrs.org.au
Men’s counselling and referral service for men impacted by family violence (also trained to speak with LGBTI customers)
Mensline – Phone 1300 78 99 78 – 24/7
Website – www.mensline.org.au
Support for men with family and relationship issues
QLife – Phone 1800 184 527
Website – www.qlife.org.au
Telephone and web-based counselling, referrals and support for groups for LGBTI people and their families
Aboriginal Family Violence Prevention and Legal Services – Phone 1800 105 303
Website – www.fvpls.org
Culturally specific assistance to Aboriginal and Torres Strait Islander victims/survivors or family violence and sexual assault
InTouch Multicultural Centre Against Family Violence – Phone 1800 755 988
Website – www.intouch.org.au
Assistance and information for women and children from CALD backgrounds living with family violence
National Debt Helpline – Phone 1800 007 007
Website – www.ndh.org.au
General information about debt and access to financial counsellors.
Neighbourhood Houses
Website - www.nhvic.org.au/find-a-neighbourhood-house
Domestic Violence Resource Centre Victoria (DVRCV) – Phone (03) 9486 0866 (9 am to 5 pm, Monday to Friday)
Website – www.dvrcv.org.au
Victorian state-wide resource centre
The Lookout
Website – www.thelookout.org.au
Information and support for those experiencing family violence
LIFELINE – Phone 13 11 14
Website - lifeline.org.au
24/7 Crisis support and suicide prevention
Beyond Blue – Phone 1300 224 636
Website – beyondblue.org.au
24/7 information, referral and support for people on a range of mental health issues
DirectLine – Phone 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.
Gambler’s Help – Phone 1800 858 858
Website – gamblinghelponline.org.au
24/7 counselling and support for people with concerns about gambling behaviour.
MoneyHelp - Phone 1800 007 007
Website - moneyhelp.org.au
Free phone financial counselling service.
Grampians Community Health – Horsham, Stawell, Ararat – Phone 5358 7400 (9 am to 5 pm, Monday to Friday)
Website – grampianscommunityhealth.org.au
Counselling, housing services and support for people impacted by family violence. Also provider of Men’s Behaviour Change programs.
Child & Family Services (CAFS) – Ballarat – Phone 1800 692 237
Website – www.cafs.org.au
Family violence intervention programs for women and children.
Also offers Financial Counselling and Men’s Behaviour Change programs.
Rural Financial Counselling Services - Horsham - Phone 1300 735 578
Email -
Free financial service for rural and regional primary produces and small business owners.
The Orange Door - Horsham, Phone 1800 271 042 - Swan Hill, Phone 1800 290 943
Adults, children and young people's family violence services.
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. |
