GWMWater

Payment support options

Get help to pay your water bill

Whether you need support paying your bill, or just helpful ways to manage your payments, we’re here to listen and help however we can.

We understand that sometimes it is difficult to pay your bill. We can work with you to provide confidential and personalised support.

Some options include:

  1. Flexible Payment Agreements

  2. Payment Cards

  3. Centrepay*

  4. Direct Debit

  5. Government concessions were 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.

Please call our team on 1300 659 961. We’re here to listen and help however we can.

* If you are a Centrelink customer, you can use the free Centrepay service to help pay your bills by arranging 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.

Will GWMWater disconnect my water if I don't pay my bill?

Water is an essential service and something everyone should have access to. We won’t disconnect your water if you don’t pay your bill.

However, we may need to make some changes to your water supply (restrict to two litres per minute) or take further legal action if:

  • more than 14 days have passed since we sent you a reminder notice

  • we have sent a final notice and included information on GWMWater's Customer Support Policy and other programs available to help you with payment options

  • we have reached out to you about the non-payment

  • we have notified you of the restriction or legal action and any associated costs, including the cost of removing a restrictor

  • we have offered or agreed to a flexible payment plan and you have refused or not complied with the arrangement

Our commitment to Family Violence awareness

We are committed to providing respectful and confidential assistance to our customers who are impacted by family violence.

Our Family Violence Policy informs how we support 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 meet our obligations under the Essential Services Commission Customer Service Codes for urban and rural water businesses.

Where to go for support

Our commitment to family violence

Family violence

The Orange Door

Horsham

Horsham (Wimmera South West)

3-7 Madden Street Horsham

Call: 1800 271 042

Email: wimmera@orangedoor.vic.gov.au

Swan Hill

35-41 Beveridge Street, Swan Hill

Phone: 1800 290 943

Email: mallee@orangedoor.vic.gov.au

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: gch@gch.org.au

Horsham

70-72 Hamilton Street

Stawell

8-22 Patrick Street

Ararat

60 High Street

Services offered:

  • After hours family violence support

  • Family violence counselling

  • Family safety planning

  • Men’s behaviour change program

  • Accommodation support

Women and children only

Safe Steps

Call: 1800 015 188 any time

Email: safesteps@safesteps.org.au

Live Chat: Monday to Friday 9 am to Midnight Website: safesteps.org.au/about-us/contact-us

Men only

Victims of Crime

Call: 1800 819 817

Text: 0427 767 891

Website: victimsofcrime.vic.gov.au

LGBTIQ+

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: support@rainbowdoor.org.au

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.

Specialised support

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.

General support

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.

Financial support

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: info@meli.org.au

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

admin@wswrcs.com.au

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

mfc@malleefamilycare.com.au

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.

Translating and Interpreting Service

To access our Translating and Interpreting Service, call 131 450 and ask to be connected to 1300 659 961.

National Relay Service

Customers who are deaf, hearing impaired, or speech/communication impaired can contact us through the National Relay Service (TTY) by calling 133 677 and quoting 1300 659 961.

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