Diversions Customer Newsletter

Welcome to the Start of Season newsletter for our Diversions customers.

Photograph of Steve Gemmill

Welcome to the Start of Season newsletter for our diversions customers. Part of our role at GMW is to develop and implement management plans in Northern Victoria on behalf of the Minister for Water. This includes the issuing and administration of licences. Your licence details how much water you can take and use for the nominated purpose each year. It also contains specific conditions which relate to maximum extraction rates, authorised purposes and other obligations you are required to adhere to ensure the licence remains valid.

Over the next year, in consultation with our customers, we will develop a Diversions Service Plan that will provide long term financial modelling and a greater focus on planning over the next two regulatory periods (2024 – 2032). This is an exciting and critical piece of work. I encourage anyone who would like to get involved to have your say. Please stay tuned for upcoming announcements on our website in the coming months. If you would like to stay in touch with us to find out more on our engagement activities, visit www.gmwater.com.au/yoursay or email communications@gmwater.com.au.

While the last 12 months have been a challenging time for many of us, most GMW staff have worked from home since 2020, or started their workday from home. We hope that the opportunities will be more frequent to meet face to face this coming irrigation season.

Peter Clydesdale
Manager Diversions, GMW


Groundwater Allocations Update

Groundwater allocations for 2021/22 for the Groundwater Management Areas and Water Supply Protection Areas across much of northern Victoria have been announced.

Allocations have been announced at 100 per cent for all groundwater areas except for the Newlyn and Blampied zones of the Loddon Highlands Water Supply Protection Area (WSPA) , the Lower Campaspe Valley Area WSPA and the Katunga WSPA. This means that in most management areas groundwater licence holders can use up to 100 per cent of their entitlement during the 2021/22 season.



Our People, Our Work

Steve Gemmill, Diversions Services East Manager

With the end of season workloads now behind them, the Diversions Services East team is focusing on what’s ahead for the 2021/2022 season.

“Fee for Service activities have become a focus – this means the licensing reports my team write up as a result of their property inspections come to me for approval prior to any licence being produced in the Water Register,” Steve said.

“I’ve also been setting things up for the 2021/22 season such as Occupation Health and Safety Compliance Schedules, assisted in considering sites for our Capital (metering) Program, and setting the goals and objectives for my team as part of development planning, amongst other things.”

All of this planning work ensures we have clarity over what workload is ahead for the team, and is important in ensuring everyone understands what is expected of them.

For Diversions, the 2021/22 season was a busy but fulfilling one for Steve.

“Being involved with the Upper Ovens licence renewal review, with the extension of licence terms from five years to 15 years, was a good outcome,” Steve said.

“While it’s still in its early stages, the development of a Diversions Strategy is something that I look forward to contributing to over the next few months.

“Finally, the ongoing development of the newer members of my team, with the very capable assistance of the more senior team members, is something I enjoy playing a part in.”

Diversion inspectors, areas and contacts

Our Diversions staff manage a range of rivers – both regulated and unregulated – and groundwater management areas. The Diversions team is responsible for the licensing and management of services to customers who extract water via private works from regulated and unregulated rivers and streams; groundwater bores; and from dams. These customers are known as “diverters”.

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 across the GMID. See the link here (https://www.g-mwater.com.au/water-resources/diversions) to find out what diversions zone you are in.

All Diversions customer groups are represented by Regional Water Service Committees. These committees play a key role in ensuring local issues are raised with management; as well as contributing to GMWs strategic planning initiatives.

East Region Diversion Inspectors

West Region Diversion Inspectors

River and stream restrictions - and how they work

GMW monitors flow in unregulated streams and implements rosters and restrictions when flow decreases below minimum volumes. 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.

Stream minimum flow requirements are detailed in Unregulated streams Local Management Rules where a streamflow management plan is in place.

Streams that do not have a specific Local Management Rule have a minimum threshold of three megalitres per day applied. For more information about specific streams, please contact your local Diversion Inspector on 1800 013 357.

Interim Goulburn to Murray Trade and Operating Rules

From 1 July 2021 to 30 June 2022 a new two-part trade rule will come into effect for Goulburn to Murray inter-valley trade.


This interim rule is based on the recent public consultation on changes to the trade rule as part of the Goulburn to Murray trade review. The rule will give certainty for the 2021-22 water year, while further testing and analysis of complementary interim operating rules is undertaken over the coming summer.

The new interim operating rules will enable similar volumes of water to be delivered from the Goulburn system, but in a more ecologically sustainable pattern.

The interim operating rules will require base flows averaging 1,100 ML per day – lower than any flows seen in recent years – in between short freshes of water.

More information on how the interim trade rule will work can be found on the Victorian Water Register website at https://www.waterregister.vic.gov.au/about/news/34

Customer Charter

At GMW we believe that our customers deserve the best possible standards of service and we are committed to developing strong relationships with all of our customers.

Our customer charter outlines our commitment to quality customer care and sets the goals for our service standards. You can see our most recent service standard results at our Water Plan page.

For more information, see our Customer Information booklet.

General information

Key GMW services

Decorative Icon with text MyGMWMyGMW - Manage your GMW account online, any time and anywhere, through our secure online portal MyGMW.

Access MyGMW

Decorative Icon SMS in speech bubble SMS - The Start and Stop SMS service enables you to receive reminders of when your water order is to start and stop.


Decorative Icon SMS in speech bubbleOur Dams Email - Our dams email provides water storage and dam levels straight to your inbox on a daily, weekly or monthly basis.


WaterLINE and monitoring your usage

All diversions customers have the ability to monitor their seasonal usage through accessing their water records via GMW’s water management system WaterLine. While regulated diverters will be familiar with the use of WaterLine to place or vary orders, groundwater and unregulated customer may not have had exposure to the system.

WaterLine allows customers to insert their own meter readings and produce a Water Usage Statement that summarises your water usage for the current season. The report detail your seasonal allocation, any movement of water in and out through trade; and how much available allocation you have remaining to use, trade or carryover into the next season. WaterLine is a valuable tool to help you manage your water.

You will need to be issued a User Number and PIN to log into the system. If you need assistance in setting up WaterLine phone 1800 013 357 and we will connect you with your local Diversions Inspector who will help get you started. If you have lost or misplaced your User Number or PIN we can also assist you with resetting these.

Storage levels and inflows




Previous Levels

Jul Aug Sep Oct

Here’s a snapshot of some of our major storages and storage levels as at July 2021. You can access up-to-date volume level of all lakes, reservoirs and dams managed by GMW at any time. 

View Current Storage Levels

Your Say @ GMW

It is important that we regularly engage with you, our customers, on topics that matter to you.

Our 2021 Customer Engagement Program includes online webinars, seminars, events and surveys. We want your input, knowledge, thoughts and advice.

Visit www.g-mwater.com.au/your-say-at-gmw  to register for the latest events and webinars and to find out which projects and topics we’re engaging on with our customers, stakeholders and communities throughout 2021.

Update your details

It’s important we have your details up to date to ensure you receive all the latest news, incident and service interruption information and account reminders from GMW. This includes your address, mobile number and email address.

You can update your details online at www.gmwater.com.au/updateyourdetails or call the GMW Customer Experience Team for assistance.

Payment options

GMW has a number of flexible payment options available to assist customers in managing theor bills.

These include:

  • instalment options
  • early payment discounts
  • flexible payment plans; and
  • payment extensions.

Our team is committed to working with customers to manage their bills.

For more information visit www.g-mwater.com.au/customer-services/manage-my-account/payment-assistance or phone the GMW Customer Experience Team on 1800 013 357.

Water quality

Water provided by GMW has not been treated for human consumption.

Ordering water

A reminder for our regulated diverter customers that they must order water before using it, and use must accurately reflect the flow rate and ordered duration. Without placing an order, you are taking water without authority and may be subject to penalties under the Water Act. It is illegal to take and use more water than allowed under your entitlement. Please ensure you have the right authorisations before taking water from a dam, bore, stream, river or creek. To find out more or to report an alleged offence, visit www.gmwater.com.au/compliance

Placing an order for water also means we are able to accurately account for how much water was used if a meter fails. For more information phone our Diversions team on 1800 013 357, or visit www.g-mwater.com.au/water-resources/diversions

Compliance and water theft

It’s illegal to take and use more water than allowed under your entitlement. Whenever a little more water is taken than is allowed, it can easily add up and there is limited water to go around. Water theft affects everyone in our community and it is important that individual water users do not adversely impact other users or Victoria’s environmental values. Individual water users should make sure they have the right authorisations before they take water from a dam, bore, stream, river, creek or irrigation channel.

A zero-tolerance to water theft provides equity of access to limited water resources and protects those who are doing the right thing. If you see something, say something. To report an alleged breach/offence, phone us on 1800 013 357. For more information on compliance and enforcement at GMW visit www.gmwater.com.au/compliance.


Talk to us

8 am to 4.45 pm, Monday to Friday

1800 013 357

For all emergencies

24 hours, 7 days a week

1800 064 184

Subscribe to our emails

For the latest news and updates