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.

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 (BCL1)

• 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.

Groundwater Licenced Drillers 

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:

1. Flexible Payment Agreements
2. Payment Cards
3. Centrepay*
4. Direct Debit
5. Government concessions where eligible
6. Undetectable Water Leak Rebates
7. Utility Relief Grants
8. 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 This email address is being protected from spambots. You need JavaScript enabled to view it.

Payment options and assistance

Customer Support Policy

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.

Public access to our facilities is generally restricted. This is to ensure public safety, protect the quality of the water and minimise potential damage to our facilities. 'Our facilities' basically refers to anything that is GWMWater property, from our offices in Horsham through to our natural resources such as Lake Lonsdale. Facilities of ours include:

• reservoirs and lakes
• pump stations
• treatment plants
• work sites
• depots, offices and buildings.

Don't trespass!

Anyone accessing GWMWater facilities without authorisation is trespassing! This means that unless you're visiting a public area or being accompanied by a GWMWater employee in the course of their duties, you're breaking the law.

You'll see signage similar to this one at all our facilities to advise the public and reasonably restrict access. However, we can't accept responsibility for any loss, injury or damage that happens to unauthorised people who are trespassing on our property.