Diversions Customer Newsletter

Water Markets Intermediaries Code – What it means for you

If you buy or sell water on a temporary or permanent basis  through a broker or online trading platform, you should be aware of the new Water Markets Intermediaries Code.

Introduced by the ACCC on 1 December 2023, the code sets clear rules for water brokers and exchanges to improve fairness and transparency in the water market.

Phase one took effect on 1 July 2025. Phase two will take effect from 1 October 2025.

Brokers and trading platforms must:

• Clearly explain their fees and commissions
• Disclose any conflicts of interest
• Provide records of trades and trading terms
• Have a process for handling complaints

These rules help ensure you can make informed decisions and have confidence when trading water.

If you use a broker or online exchange to buy or sell water, you can expect clearer information about costs and terms under the new Code.

To learn more, visit the Australian Competition and Comsumer Commision website.

Murray–Darling Basin Telemetry Uplift Program to begin

GMW, in partnership with the Victorian Department of Energy, Environment and Climate Action (DEECA) and funded by the Commonwealth Government, will begin the Murray–Darling Basin Telemetry Uplift Program (MDB TUP) in September 2025, with completion expected by June 2027.

About the program

The MDB TUP aims to improve the accuracy, reliability and timeliness of water data collection by installing telemetry devices on 695 high-priority meters across the Goulburn Murray Irrigation District.

Telemetry systems will be installed at sites within the Lower Campaspe Valley Water Supply Protection Area (WSPA), Loddon Heights WSPA, Upper Ovens WSPA, Katunga WSPA and Zone 7 along the Murray and Little Murray rivers.

This initiative supports national efforts to modernise water management in the Murray–Darling Basin.

The program includes:

• Installation of telemetry equipment
• Enhancement of real-time data capability
• Strengthening of digital communications

These upgrades will support more efficient water delivery, resource planning, and customer service across the region.

Next steps

Customers will be contacted directly before any on-site works take place, and updates will be provided throughout the program rollout.

Groundwater allocations update

The 2025/26 groundwater allocations for the Groundwater Management Areas and Water Supply Protection Areas across much of northern Victoria have been announced for the majority of areas.

This Katunga WSPA has received 100 per cent allocation for the second year following four years of 70 per cent allocation.

The Lower Campaspe Valley WSPA has retained a 100 per cent allocation for the northern zones which includes the Rochester, Echuca and Bamawm areas, however a 75 per cent allocation remains for the Barnadown Zone to the south.

Further allocations will be announced over the next few months in line with timeframes set out within the groundwater management plans. For more information on allocations in your area please refer our Groundwater webpage.

Improving the efficiency and equity of access to allocation trade opportunities

WaterNSW and the Victorian Department of Energy, Environment and Climate Action (DEECA) are seeking feedback from regulated diversion customers on a draft framework to assess long-term options to improve the efficiency and equity of how limited trade opportunities are shared.  Feedback on both the framework and the options to assess in the next stage of this project can be provided in a brief online survey at Engage Victoria by Sunday, 17 August 2025.

Historically most access to trade opportunities has been provided on a ‘first-in first-served' basis. Stakeholders have suggested that this may advantage certain types of market participants over others, enabling select participants to benefit from trading allocation between zones.  For the recent Barmah and Goulburn trade openings a randomisation approach was introduced as a temporary measure following disruptions to the Victorian Water Register to make sure trade opportunities are made reliably available to market participants.

DEECA and WaterNSW are undertaking this project to ensure the long-term options are carefully considered to ensure efficient and equitable access to market opportunities.  Following this consultation, DEECA will work with WaterNSW to consolidate all feedback, to finalise a joint framework and then use it to assess potential long-term options.

Diversions Cost Review

GMW is continuing to collect and assess data for the Diversions Cost Review, with the Customer Reference Group expected to meet again in the coming months.

The Diversions Cost Review is evaluating the costs of providing services to our Diversions customers, to ensure that our fees and charges are cost-reflective and efficient.

GMW established a Customer Reference Group as part of the review that is representative of all Diversions customer groups, including large, medium and small customers from the regulated, unregulated and groundwater services.

During the review, GMW is committed to:

• Capturing data on actual activities undertaken for Diversions customers
• Reviewing data collected for activities and ensuring it aligns with Diversions Inspectors’ duties and core functions
• Testing the assumptions made in setting all Diversions tariffs

Data has been collected since October 2024, and GMW is continuing to collect and assess the information for presentation to the Customer Reference Group.

For more information on the Diversions Cost Review, go to our Your Say @ GMW webpage. 

New Diversions Customer Committee appointed

GMW has appointed a new Diversions Customer Committee to be the voice of our customers.

The Diversions Customer Committee is one of six appointed in 2025 to replace the previous Water Services Committees. The new committees align with GMW’s services, have a strategic focus and are collaborative.

The 13 members represent the four Diversions areas:

The members will be able to raise issues and opportunities and have an input into a range of initiatives, including:

• The Diversions Cost Review (alongside the Customer Reference Committee)
• Scenario planning for GMW’s drought and climate action responses
• GMW’s Pricing Submission 2028-2032
• Telemetry programs
• DEECA’s (Department of Energy, Environment and Climate Action) Groundwater Management 2030 Strategy
• Research into the future of water availability
• Improvements to GMW’s services and customer experience
• Meeting with other agencies such as DEECA, Agriculture Victoria and Catchment Management Authorities.

The Diversions Customer Committee will meet at least twice a year, as well as attending the annual summit.

For more information, go to the Diversions Customer Committee webpage.

Contacting your local Diversions Inspector

Our Diversions staff manage a range of rivers – both regulated and unregulated – and groundwater management areas.

The Diversions team provides services to diverters throughout our entire 68,000km² operational area, and private diverters account for more than 50 per cent of our customer base.

Our friendly Diversions operational team members are based at our Customer Service Centres and Storage Offices across GMW’s region.

Head to our website ( Diversions - Goulburn Murray Water (g-mwater.com.au)) to find out which diversions zone you are in.

How river and stream restrictions work 

GMW monitors flows in unregulated streams and implements rosters and restrictions when flows reach trigger levels as identified in the relevant Local Management Rules ( Unregulated Streams Local Management Rules - Goulburn Murray Water (g-mwater.com.au)). Streams that do not have a specific Local Management Rule have a minimum threshold of three megalitres per day applied. 

Customers are required by their licence conditions to take water in accordance with any rosters and restrictions on their stream.  It is an offence to take and use water at a level exceeding any roster or restriction.

GMW’s Rosters and Restrictions webpage provides a place for unregulated customers to review the status of their stream at any time. Select a region or catchment, select a stream and view any current restrictions on unregulated water access.

WaterLINE update – new features to support your water management

WaterLINE is GMW’s online water ordering and management system.  It allows customers to monitor and manage water use.  From late October, a new version release of  WaterLINE will be available. 

The  release includes:

• a responsive design for easy use on mobile phones, tablets, laptops, and desktops
• improved account management and usage history
• a new map function to visualise water orders
• a clearer display.

For the 2025/26 water year, the current and new versions of WaterLINE will run in parallel. This will give customers time to get familiar with the changes at their own pace.

WaterLINE is available to all diversions customers and is a valuable tool to place and change orders.  Groundwater and unregulated customers can enter meter readings and produce Water Usage Statements summarising current season use, allocation, and trades in and out.

To access WaterLINE, you’ll need your User Number and PIN. If you need help getting started, or if you’ve lost your details, please call us on 1800 013 357 and we’ll connect you with your local Diversions Inspector.

Fixed charges accounts to hit mailboxes soon

GMW’s prices continue to be structured to support the delivery of service levels to customers and avoid price volatility. 

GMW customers with fixed charges will soon receive their bills after the 2025/26 Price List came into effect on 1 July 2025.

For more information, see the 2025/26 Price List page.

Need help with your account?

GMW has a number of flexible payment options available to help customers manage their bills and they can be found on our Payment Assistance page

For information about your account, please visit our Manage My Account page or phone the GMW Customer Experience team on 1800 013 357.

Make sure dam builds are licensed

We are urging people to check they have the necessary licences and approvals before constructing dams on their properties to avoid unfairly impacting those downstream of them, unnecessary costs, and potential prosecution.

One illegally constructed dam can have a severe impact on many different people. If a dam is not built to the correct specifications, it can be a hazard not only for the person whose land it is on but those downstream of them who may be inundated if it fails.

Dams that are built on waterways without authorisation can also prevent downstream customers from getting the water they are entitled to. 

People who build dams without the appropriate authorisation can be made to reinstate the land to its natural state at their own expense.

A licence must always be obtained prior to constructing a dam on a waterway. A waterway determination will clarify whether the land on which someone has proposed to construct a dam is classified as a waterway or not.

There are also some instances where off-waterway dams require licences. These dams are labelled as “potentially hazardous” under Section 67 (1A) of the Water Act 1989.

If you have any questions regarding what licenses you may need, phone us on 1800 013 357.

Do the right thing this irrigation season

The start of the irrigation season is a timely reminder to take responsibility for your water use.

Please remember:

• it is illegal to take and use more water than allowed under your entitlement
• before you take and use water, make sure you:
  • have the right authorisations
  • have enough water available in your entitlement and allow enough time for temporary or permanent trades to be processed
  • check your meter reading and water usage against your licenced volume; and
  • check if restrictions and/or bans apply.
• it is your responsibility to ensure your ABA balance remains positive throughout the year

We take a zero-tolerance approach to water theft and will fine customers who take too much water or take water without a water share.

If you see something, say something. To report an alleged offence, you can phone us on 1800 013 357, email compliance@gmwater.com.au or submit an  online form.

Grants available for north-east irrigators

Applications are now open for the North East Catchment Management Authority’s  2025–2027 Irrigation Landholder Incentives and Climate Change Adaptation Grants.

Landholder Irrigation Efficiency Incentives

Eligible irrigators can access up to $4000 (Ex GST) with a dollar-for-dollar contribution required from the grant recipient. Funds can be used for:

• purchase and installation of irrigation scheduling equipment/tools
• contribution to a weather station that benefits irrigation industries
• development of an Irrigation Drainage and Environment Plan (IDEP.

Applications close: 5 September 2025

Industry/ Community Group Grants  - Supporting Smarter Irrigation for a Sustainable Future

Industry and community groups can apply for grants of up to $35,000 ex GST, to support farming enterprises adapt to variable water availability and climate change.

Applications close: 19 September 2025.

For more information visit  North East Catchment Management Authority website

Temporary closure of Shepparton Customer Service Centre

Our Customer Service Centre located at 21 Wheeler Street, Shepparton will be temporarily closed for renovations from Tuesday, 22 July to Tuesday, 16 September 2025.

You can still see us at our Shepparton location, however due to safety reasons, we won’t be able to accommodate walk-in customers during this time. We’ll be operating on a pre-booked appointment-only basis, where you’ll continue to receive the same high-quality, face-to-face service.

Alternatively, you can request an on-farm visit, where a member of our team will come to you. To arrange this, please call us on 1800 013 357.

How to book an appointment at the Shepparton Customer Service Centre

You can schedule an appointment using any of the following options:

• Online: Submit an online form
• Phone: Call our Contact Centre on 1800 013 357
• Email: Send your request to reception@gmwater.com.au 

Have your say on the North East Sustainable Irrigation Plan 

The North East Catchment Management Authority (NECMA) has updated the North East Sustainable Irrigation Plan with the key agency delivery partners responsible for its implementation, including GMW, Agriculture Victoria and the Department of Energy, Environment and Climate Action.

The plan is an updated version of the 2019-2024 document and NECMA are now seeking feedback. 

The consultation period is open until 31 August.

For more information, the plan and the short survey go to NECMA - North East Sustainable Irrigation Plans website page 

Update your details

To help us contact you quickly and cost effectively in case of an incident, service interruption or when you need to know important information, it’s critical we have your current mobile number and email address.

To update your contact details, please call us on 1800 013 357 or complete the online form on our website.