GMW response to COVID-19: Delivering essential water services

Monday 30 March, 2020

Goulburn-Murray Water (GMW) is assuring its customers it will continue providing a high level of service as it responds to the coronavirus (COVID-19) outbreak.

GMW Chairman Diane James AM said today the water corporation was implementing a number of additional precautions to make sure customers had the support they needed while continuing to provide a high level of service, reliable supply and efficient operations.

"Customer access to all of our offices including the Connections Project office has been restricted indefinitely and we will continue to adhere to evolving health advice in a bid to prevent the spread of COVID-19," Ms James said.

"We will continue to provide service to our customers via the Contact Centre, WaterLINE, online services and over the phone as required.

"The COVID-19 pandemic is driving rapid change. At GMW we are very aware of striking the right balance between providing an accessible service to our customers, and the safety of our team, stakeholders and the broader community.

"I thank you for your understanding and help as we continue to respond to COVID-19."

GMW Managing Director Charmaine Quick said the organisation was well prepared to operate remotely.

"We understand that the current circumstances will impact people differently, which is why we are encouraging our customers to contact us if they are experiencing financial hardship," Ms Quick said.

"GMW is continuing to proactively provide customers with access to flexible payment options, due to hardship with potential for more cases resulting from the impacts of the COVID-19 response."

A range of hardship guidelines and payment options are available. These include but are not limited to:

  • Instalment options
  • Early payment discounts
  • Flexible payment plans
  • Payment extensions

"I urge those customers who may be experiencing hardship, for any reason whether it’s related to COVID-19 or more general circumstances, to seek more information on payment options by phoning our Customer Contact Centre," she said. 

"Our team is committed to working with customers to resolve these challenges wherever possible."

For more information please phone Customer Contact Centre on 1800 013 357 or visit