Customer Support Policy

We recognise that our customers, including small business customers and non-business customers may experience financial difficulty from time-to-time.

This policy has been developed to inform our decisions and actions in providing support, whilst meeting the obligations and standards of the Essential Service Commission and the GMW Customer Charter.

These include but are not limited to:

• providing a safe and secure environment for both customers and employees
• counselling services
• financial assistance such as flexible or deferred payment arrangements to assist any person experiencing family violence and assist in responding to the needs of victims, whether they are GMW customers or employees.

 For more information, phone us on   1800 013 357 or email  reception@gmwater.com.au

1. Objective

The objective of this policy is to provide information to customers who are experiencing financial difficulty with GMW assistance and flexibility to manage their outstanding debt.

2. Scope

This Policy applies to customers who are impacted by family violence. GMW has a separate policy outlining support for staff impacted by family violence.

3. Policy

We recognise that our customers, including small business customers and non-business customers may experience financial difficulty from time-to-time.

This policy has been developed to inform our decisions and actions in providing support, whilst meeting the obligations and standards of the Essential Service Commission and the GMW Customer Charter.

4. Early Identification

GMW endeavours to identify customers who are experiencing financial difficulty early in the payment collection cycle.

Some indicators that a customer may need financial assistance include:

• a sudden change in economic circumstances
• a sudden change in other circumstances that adversely affects a customer’s financial capacity to pay (such as unemployment, illness, separation, a death in the family)
• self-identifying as having issues with making payment
• a referral from an independent financial counselling agency, community organisation or qualified accountant
• a history of payment extensions or payment arrangements that have not been met
• eligibility for a Government funded concession (for example, Health Care Card, Centrelink benefits)
• ongoing impacts of a natural disaster (Covid-19, flood, bushfire etc)
• being affected by family violence or other circumstances which may lead to difficulties in making payments.

Financial difficulty can be temporary or long-term.

Depending on the type of financial difficulty being experienced, customers may have different needs and require different supports.

 If a customer is identified as experiencing payment difficulties or hardship, the assistance described under this policy may be offered to the customer.

 5. Customer Rights

A customer has the right to:

• be treated with dignity and sensitivity
• be treated equitably considering all circumstances and needs
• be assessed on a case-by-case basis
• have their circumstances kept confidential
• receive information about alternative payment arrangements, government concessions and grants, and this policy
• nominate an amount they can afford to pay on an instalment plan
• renegotiate the amount of their instalment if there is a change in their circumstances
• choose from various payment methods
• receive written confirmation of their alternative payment arrangement
• receive information about the free and independent services offered by local accredited financial counsellors
• receive a language interpreter service if required
• be exempt from all interest charges, water supply suspension (stop supply), legal action, and additional debt recovery costs while they continue to make payments according to an agreed flexible payment plan
• access a range of payment and assistance options
• receive a copy of this policy on request
• nominate a representative or support person to communicate with us on their behalf.
• receive information about our complaints and disputes process and information on how to lodge a complaint with the Energy & Water Ombudsman of Victoria (EWOV).

6. Assistance Options

Customers experiencing difficulty paying their account are entitled to a range of assistance options. They can contact us to discuss alternative payment options. GMW will provide customers with equitable access to information relating to assistance options in the payment of their account on a case-by-case basis.

These assistance options my include:

•   affordable, short-term and long-term flexible payment arrangements
• extension of the bill due date
• where eligible provide details of water account concessions
• direct debit options
• more frequent payment options
• providing advice on how to reduce the cost of  their bills
• refer you to financial counsellors and community services support where needed
• redirecting a bill to another person for payment if the person agrees in writing.

 Affordable, short-term and long-term flexible payment arrangements

Customers can make contact with us at any time to set up an affordable, short or long-term flexible payment arrangement. In establishing this GMW will:

•   work with customers or their representative to agree on an affordable payment plan regardless of whether it’s sufficient to cover current usage and outstanding arrears.
• customers can make request for these to be modified if their personal circumstances change
• provide written confirmation to customers of the payment plan they agreed on, including a schedule of payments
• once a flexible payment arrangement is established, interest will cease to accrue.
• we may not offer customers a flexible payment plan if they have, in the previous 12 months, had 2 flexible payment plans cancelled due to non-payment unless the customer provides a fair and reasonable assurance (based on the circumstances) to us that they’ll comply with the plan.

 Support person or chosen representative

Customers can choose to authorise a support person or representative to talk with us about their account. We’ll let customers know this is possible directly or through their financial counsellor. We also communicate this option in the Customer Charter.

7. Responsibilities

Management is responsible for ensuring that this policy is applied consistently and that a strong focus on supporting our customers experiencing financial difficulty is maintained.

Associated documents

Customer Charter

Privacy Policy