GMW simplifies new-look bills

Tuesday 20 July, 2021

Goulburn-Murray Water (GMW) customers with fixed charges will soon receive their new-look bills following the 2021/22 price list coming into effect.

GMW Customers and Stakeholders General Manager Ann Telford said the new bills were simpler to help customers better understand their accounts.

“Customers with multiple services and the same account information will notice that for their 2021/22 fixed charges account they have received a new consolidated account and a new customer number,” she said.

“This consolidation is to support the introduction of the new Customer Fee and Water Register Fee which replaces the current Service Fee.”

Customers also have the option to ‘opt-in’ and ‘opt-out’ of Consolidated Customer Accounts. Ms Telford said most customers would have seen an average of 10 per cent drop on their bills between 2020/21.

Prices for 2021 include a CPI increase of 1.1 per cent.

“Our pricing for this period is based on revenue of $440 million over the four year period – around $65 million lower than the previous four year period,” she said.

“Customers who only have one service will receive a slight increase in their fixed charges account as a result of the new Customer Fee. Previously, customers paid $119 per Service Fee, which has been replaced by the new Single Customer Fee of $130.

“This increase is offset by other price reductions passed on through last year’s 2020/21 pricing.”

Following customer feedback, GMW has also introduced eNotices and BPAY View, which allow customers to receive their bill notices electronically rather than by mail and helps GMW keep costs down.

“Not only does this allow customers to receive their notice quicker, once they have signed up, they can also view previous notices sent,” Ms Telford said.

“As part of an ongoing initiative, we are also encouraging customers to update their contact details. This will assist by supporting our move to future electronic billing, communicating critical information such as winter water supply, and delivering incident management information such as blue-green algae outbreaks, floods, delivery shortfalls or other emergency situations that may affect them.”

Customers willing to receive future correspondence by email and alerts by SMS to their mobile phone, visit

For more information about your accounts, call our Customer Experience Team on 1800 013 357 or visit