In May 2020, GMW transitioned to a new customer service model, which saw three areas established – West, Central, East.
This model aligned with the broader organisation transformation that was underway as part of our commitment to deliver for customers an agile and responsive business.
In the East area GMW will close its Cobram customer service centre from Friday, 1 November 2024 to improve efficiency.
Until then the Cobram office will continue to be open on Mondays, Wednesdays and Fridays.
Services will be transitioned to the Shepparton customer service centre from Monday 4 November 2024.
This transition will not impact GMW’s commitment to delivering exceptional customer service across the East area footprint.
Customers will continue to receive high-level face-to-face service from our team based at our Shepparton 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 GMW offices is less than pre-2020.
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 works depot at Cobram will continue to operate until the site is sold.
The Shepparton customer service centre is located at 21 Wheeler St, Shepparton and is open Monday to Friday from 8.30am to 4.30pm.
While people are welcome to drop-in, booking an appointment is encouraged by:
For more information, including changes that have already occurred in the West and Central areas, visit the GMW website or contact the GMW Customer Experience Team on 1300 013 357.