Frequently Asked Questions

When should I make payments to Goulburn-Murray Water?

2% discount for payments in full by 16 August 2008

Payment in full by 16 December 2008 excluding PyramidBoort Irrigation District, PyramidBoort Waterworks Districts and Nyah Pumped District.

Payment in full by 16 January 2009 for Pyramid/Boort Irrigation District, Pyramid/Boort Waterworks District.

 Payment by 4 equal instalments if all arrears are paid (excluding Nyah Pumped District) on:

16 October 2008

16 November 2008

16 January 2009

16 February 2009

Payment by 4 quarterly instalments for Nyah Pumped District on:

29 September 2008

29 December 2008

29 March 2009

29 June 20089

Consumptive Charges* : February meter read– meters read in February & use over 20ml billed in March with a due date of 16 April 2009.

Consumptive Charges* : End Irrigation season meter read– meters read end season & all usage billed in June with a due date in July (28 days).

Consumptive Charges* : End season meter read (Pumped Districts, Diversions Service and Normanville Waterworks Only) - All meters read as at 30 June and all usage billed in July with due date in July (28 days).

* Consumptive Charges includes Infrastructure Use Fee, Surface Drainage Water Use Fee and Subsurface Drainage Water Use Fee

Who do I contact for enquiries about my account?

Please contact our Customer Service team on 1300 553 200 for account enquiries. You can also visit our Tatura office at 40 Casey Street Tatura – office hours are 8.00am – 4.45pm For general enquiries contact us on 1800 013 357 or email reception@g-mwater.com.au

How can I make my payment? 

Credit Card: Goulburn-Murray Water has the facilities to accept payments by credit card over the phone.

Customers can use this service by phoning       1300 558 729 and following the prompts. Customers using this service will be charged a small merchant fee at time of payment.

Unfortunately, credit card payments for rates and charges are not available at Goulburn-Murray Water area offices.

EFTPOS:  (credit and debit card) facilities are now available at the Tatura office only for the payment of miscellaneous fees (temporary transfer of water entitlement, permanent transfer of water entitlement, licence application fees). All application forms will be adjusted in the future to allow customers to pay these fees by simply entering their credit card details.

BPay : You can pay your account from your cheque or savings account. Contact your bank, credit union or building society for more details.
Our biller code is 72801 and your G-MW reference number.

By Mail : detach the bottom portion of your account and post to: Goulburn-Murray Water

GPO Box 5003Y Melbourne VIC 3001.

Australia Post : Present your account intact at any Australia Post Office or Agency.

Bank of Melbourne : Present your account intact at any Westpac branch.

Direct debit: Contact Goulburn-Murray Water on 1300 553 200 for an application to have your nominated Bank Acocunt automatically debited.

In person : Present your account intact at Goulburn-Murray Water , 40 Casey Street Tatura. Payments are not accepted at Area offices. Office hours are from 8.00am – 4.45pm Monday to Friday.

Please note: Cash is not accepted at Tatura Office

I have lost my account, can I get a copy?

Yes, please call 1300 553 200.

Can I make payment arrangements if I am having difficulty paying my account?

Yes, please call 1300 553 200 to make mutually agreeable payment arrangements. Penalty interest will be charged from the due date.

How do I find out the balance on my account?

Please call 1300 553 200.

Can I obtain a pensioner concession?

Goulburn-Murray Water offers concessions to pensioners.

To be eligible for the water concession:

• you must be the holder of a concession card issued by Centrelink or Veterans' Affairs, including Health Care Cards.
• you must be responsible for the account
• the property must be used for residential purposes only
• the property must be your principal place of residence

If you answer 'yes' to the above statements, you are eligible for the concession and should call 1300 553 200 with your details. In doing so, you will be authorising us to confirm your eligibility with Centrelink or Veterans' Affairs. This consent will be ongoing and can be revoked by contacting us.

The concession allows for a reduction on the service fee, domestic and stock charge, and licence fee, up to a maximum of $94.85.

Can I have access to translation services?

Yes, you can access an interpreter to help you speak to a G-MW customer service team member. Please call (03) 9280 1993 and your call will be transferred to G-MW with an interpreter on line to assist you using your language. This service is provided free of charge to our customers.

Why can't I access water with an outstanding account?          

Call 1300 553 200 and discuss your situation. Mutually agreeable arrangements within the timelines set will allow access to water.

What is my meter reading?

Please call your planner at your Area Office. Click here to find the telephone number for your local office.

How is the water allocation calculated?

The volume of water available for allocation at any time is the volume actually held in storages, minus losses which will be incurred in storing and delivering the water (eg seepage and evaporation).

Water is first allocated for high security stock and domestic, urban and industrial uses. Water is then allocated to cover as much of the current irrigation season's water right and diversion licence volume as is possible.

If the volume of water available is greater than 100% of water right and licence volume and losses, enough water is reserved to meet up to 100% of the next irrigation season's water right and licence volume and loses. Additional water is then made available for sales.

Click here to find out the current water allocation.

What happens when I over use my water entitlement?

Overuse is not condoned by Goulburn-Murray Water . You must cover the overuse by transferring water in within 31 days or by the end of the irrigation season, whichever comes sooner.  Failure to do so will leave you liable to an overuse charge.

Why isn't there any sales water this year?

For most systems a sales allocation is only available after allowing for the supply of water right and licensed volume in this and the next irrigation season.

What is Domestic and Stock Deeming and how does it affect me?

Where direct metering is unsuitable or too costly, deemed use is used by Goulburn-Murray Water as the basis for measurement. Deemed use provides an effective way of measuring water use, taking into account the purpose of use and the property area or area irrigated.

Deemed use is already used for measurement of irrigation use through unmetered or faulty outlets. The By-Law setting out the regulations for deemed use has recently been revised to allow deemed use to be the basis of measurement for Small Volume Supplies.

For the purpose of determining deemed use of Small Volume Supplies, there are three types of water use: residential use, stock use and commercial use.

How can I find out flow rates for the Goulburn River downstream of Lake Eildon?

Please call (03) 5774 2944. This information service is updated at 9.30am each day.

What is the difference between Goulburn-Murray Water and Goulburn Valley Water?

Goulburn Valley Water is responsible for  the Urban supply of water (taps & toilets in towns)

Goulburn-Murray Water is responsible for irrigation supply (channels & rivers & rural drains).