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:

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.

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.

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!

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.

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.

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.

Groundwater Licenced Drillers 

Contact Us

If you're having any issues with this process, feel free to contact us.