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.

*Centrepay is a voluntary bill-paying service which is free for Centrelink customers. Use Centrepay to arrange regular deductions from your Centrelink payment. You can start or change a deduction at any time. The easiest way to do it is through your Centrelink account online in myGov.

Adobe PDF file icon 24x24Payment options and assistance

Adobe PDF file icon 24x24Customer 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 Adobe PDF file icon 24x24Customer 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 Adobe PDF file icon 24x24Family 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: This email address is being protected from spambots. You need JavaScript enabled to view it.

Swan Hill
14-18 McCallum Street Swan Hill
Phone: 1800 290 943
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

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: This email address is being protected from spambots. You need JavaScript enabled to view it.

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: This email address is being protected from spambots. You need JavaScript enabled to view it.
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: This email address is being protected from spambots. You need JavaScript enabled to view it.
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: This email address is being protected from spambots. You need JavaScript enabled to view it.
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
This email address is being protected from spambots. You need JavaScript enabled to view it.

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
This email address is being protected from spambots. You need JavaScript enabled to view it.
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.

 

 

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.

Difficulty and Faults sign 400 x 600

 

Further information...

Recreational activities permitted at our lakes and reservoirs

Our reservoirs and lakes are open to the public for recreational activities.

 

Adobe PDF file icon 24x24Water (Rec Area) Regulations 2023

Regulations apply to entry at some of our public areas.

 

 

If feasible, a pipeline extension will reach into agricultural areas where traditionally there has been reliable rainfall. With the prospect of an ongoing drier climate, agricultural productivity and growth could be enhanced in this region by the installation of a reticulated water delivery network.

A piped water supply could also provide ongoing water security for the townships of Edenhope and Harrow as well as significant economic, social, recreational and environmental benefits to the region.

 

Status Update

The Project Steering Committee has endorsed the business case and formally submitted it to the government for funding in October 2018.

Landholders still interested in securing a water supply that have not yet lodged an expression of interest form are still encouraged to do so.

  

Service area

The project area to be investigated encompasses the south eastern corner of the West Wimmera Shire, Horsham Rural City Council and South Grampians Shire.

The project area is not defined as it will be determined by the extent of interested landholders.

If sufficient interest in the vicinity of the project area nominated is obtained, a detailed design will take place to provide piped water to the farm gate.

West Wimmera Rural Pipeline map February 2018

Adobe PDF file icon 24x24 West Grampians Rural Pipeline Proposed Service Area (308kB)

Landholders outside of the area are still encouraged to submit an Adobe PDF file icon 24x24 Expression of Interest Form (939kB) to assist with future planning.

   

Benefits to the community

A secure water supply to the West Grampians area will deliver many potential benefits:

  • allow existing agricultural enterprises to consolidate and expand knowing they have access to a reliable, high quality water supply 24 hours a day, 7 days a week.
  • encourage new enterprises and investment to the region with the certainty of continued access to water.

  •  improve the water supply security to the townships of Harrow and Edenhope.

  •  increase environmental benefits for local waterways and wetlands by removing the reliance on catchment dams, which may enhance inflows into the Glenelg River.

  •  provide recreational and social benefits with the possibility of releasing some water into Lake Wallace or alternative waterbodies.

Read some case studies about how connecting to rural piped water has benefited landholders in our community.

 

Connect to the pipeline

Landholders within the project boundary are encouraged to lodge an Expression of Interest to connect to the pipeline.

Adobe PDF file icon 24x24 Download the Expression of Interest Form (939kB).

More information about connecting to the West Grampians Rural Pipeline

 

Pipeline in the news...

Adobe PDF file icon 24x24Feasibility - Water Security Pipe: West Wimmera Advocate - 15 February 2017 pg3 (1.84MB)

Adobe PDF file icon 24x24Feasibility - Water Security Pipe: West Wimmera Advocate - 8 February 2017 pg1 (1.66MB)

Adobe PDF file icon 24x24Feasibility - Water Security Pipe: West Wimmera Advocate - 1 February 2017 pg10 (314kB)

Adobe PDF file icon 24x24Feasibility - Water Security Pipe: West Wimmera Advocate - 1 February 2017 pg7 (750kB)

 

 

 

 

 

 

 

 

The Wimmera Mallee Domestic and Stock Channel System, covering 2.9 million hectares, was one of the largest water supply systems in the world.  It originally extended from the Grampians in central western Victoria to Ouyen and Manangatang in the north, Underbool in the west and Korong Vale in the east.

Water was supplied through approximately 17,500 kilometres of earthen channels, supplying 36 towns and about 20,000 farm dams. By the time this water reached the extremities of the system, up to 85% had been lost through seepage and evaporation. This was clearly an intolerable waste of a scarce resource.

 

ChannelStructure

A concrete channel structure

 

History

The Wimmera Mallee channel system began in the 1860s when the region’s pioneers attempted to harvest water from rivers and creeks with diversion weirs. In about 1856 the Wilson Brothers of Longerenong diverted Wimmera River water into Ashens and Yarriambiack creeks. This not only marked the first step towards establishing the water supply system, but was also the first water conservation effort in Victoria.

With farmers transporting water from up to 50km away, shire councils helped by constructing dams, weirs and other works needed to store and supply water. The first storage was Wartook Reservoir, which was built on the MacKenzie River in the mid 1880s by the Wimmera Shire. The main sources of supply for the system were the Wimmera River and Mount William Creek. Water shortages and crop failures resulted in the construction of Lake Lonsdale in 1903. Although water supply to the area was improved, divided control of the headwaters caused difficulties, which were only overcome when the State Rivers and Water Supply Commission of Victoria (SR&WSC) took control of all water supplies to the region in 1906.

Using natural watercourses for the initial distribution of water caused heavy water losses, and channels were rapidly extended between 1906 and 1931. The channel system increased from 1,600km serving 8,550sqkm to 9,600km serving 28,500sqkm. New channels included the Glenelg River Diversion Channel, which was constructed in 1930 to divert Upper Glenelg winter flows into the Wimmera storages. Lake Fyans and Taylors and Pine lakes were constructed during this period, with Moora Reservoir built in 1933 to store flood waters of the upper Glenelg River for diversion into the system. In an effort to keep pace with regional development, the largest reservoirs, Rocklands and Toolondo, were completed in 1953. The final storage to be constructed, Lake Bellfield on Fyans Creek in the Grampians, was completed in 1967.

WimmeraMalleeChannelConstructionWithHorses

Using horses to construct a supply channel

 

Replacing the channel system

High levels of evaporation and seepage from the channel system were key motivators for the regional push for a piped supply system, which led to the construction of the Wimmera Mallee Pipeline. This $688 million project saw the channel system replaced by a 9,159 kilometre piped water supply system in early 2010.

 

Decommissioning channels

With the Wimmera Mallee Pipeline in operation, channel decommissioning of large channels and structures was completed in 2014. Many smaller channels and structures still remain, which were unable to be decommissioned within the project budget. Today, landowners continue to decommission the remaining smaller channels. Where a channel is retained for a drainage purpose, ownership will be transferred to the landowner or responsible entity.

 

DecommissionedChannel

Using a tractor and tow grader to decommission a channel

 

Map of the channel system

View a map of the historic Adobe PDF file icon 24x24Wimmera Mallee Channel System (2.18MB)

 

Further information...

 

Books about our water supply

Information about the history of our water supply and constructing the Wimmera Mallee Pipeline is available from these books and articles.

 

Constructing the Wimmera Mallee Pipeline

The Wimmera Mallee Pipeline Project was one of the largest water infrastructure projects in Australia, replacing 17,500 kilometres of inefficient open channels with 9,159 kilometres of rural pipeline.

 

A history of our headworks - 'No Water No Life' series

The 'No Water No Life' series is an historic look at our headworks system.

 

 

Information about the history of our water supply and constructing the Wimmera Mallee Pipeline is available from these books and articles.

More about constructing the Wimmera Mallee Pipeline

 

For life - how we got the water back

A story about people, and about pipes ...

Written by: Melissa Pouliot

'For life - how we got the water back' is filled with stories about how the Wimmera community got the water back via one of the largest water infrastructure projects in Australia. It highlights stories behind the stories, and what motivated and inspired so many people to keep on going with the Wimmera Mallee Pipeline Project, despite numerous setbacks.

Copies of the book or audiobook can be purchased online at www.mpmediasolutions.com.au 

 

Pipe Dreams

A history of water supply in the Wimmera-Mallee

pipe dreams book cover

Written by: Rhona van Veldhuisen and Bob McIlvena

Published by: Wimmera-Mallee Rural Water Authority

Date: 2001

Copies are available for $35 or by post for $50 including postage and handling. To get your copy, contact us.

 

From Pipe Dreams To Piping Water: The Wimmera Mallee Pipeline Project

Written by: Jeff Rigby

Published by: Water Magazine

Date: August 2005

This article was written by former GWMWater Managing Director, Jeff Rigby, and provides information about planning and designing the Wimmera Mallee Pipeline.

Adobe PDF file icon 24x24 From Pipe Dreams to Piping Water: The Wimmera Mallee Pipeline Project (151kB, 3 pages)