GMW to merge customer centres to improve efficiency

Friday 19 January, 2024

Goulburn-Murray Water (GMW) will merge its Kyabram and Rochester customer service centres from mid-February to improve efficiency.

GMW Water Delivery Services general manager Warren Blyth said the leased Kyabram office would close on Friday, 16 February 2024 and its services will be transitioned to the Rochester customer service centre, which will reopen this month.

The Rochester customer service centre, which was damaged during the October 2022 floods, will initially re-open to customers on Tuesdays and Fridays from Tuesday, 30 January, before switching to open from Monday to Friday (8:30am to 4:30pm) from Monday, 19 February.

The Kyabram office will remain open Mondays, Wednesdays and Thursdays until 15 February.

“This transition will not impact our commitment to delivering exceptional customer service across the Central Area footprint,” he said.

“Customers will continue to receive high-level face-to-face service from our team based at our Rochester customer service centre.”

GMW has continued to see a significant decrease in foot traffic in its regional customer service centres in recent years.

“Even with the easing of coronavirus (COVID-19) restrictions, the number of people attending our offices is less than pre-2020,” Mr Blyth said.

“With improvements in technology, staff have been able to head straight to the field to meet a customer without needing to visit or meet at a GMW office.”

The Rochester customer service centre is located at 41 High St, Rochester. While people are welcome to drop-in, booking an appointment is encouraged by:

For information, visit the GMW website or contact the GMW Customer Experience Team on 1300 013 35