GMW Service Plans

Our customers have the opportunity to partner with us in shaping the services they receive through the development of a series of Service Plans for GMW’s services.

These Service Plans will outline how we manage services into the future, align with our resilience principles, underpin a prosperous region, and ensure our business is financially and environmentally sustainable into the future.

There are 10 services we are developing Service Plans for:

Gravity Irrigation

Pumped Irrigation

Drainage

Water Districts

Flood Protection

Diversions

Fee for Service

Bulk Water

Constructing Authority

Land and On Water

 

In addition to underpinning the GMW Service Strategy, these Service Plans will form the basis of our 2024-28 Pricing Submission.

For more information on the Service Plans please read our Frequently Asked Questions.

Current engagement opportunities

Pumped Irrigation customer workshops

Pumped Irrigation customers are invited to participate in a series of customer workshops to help inform the development of GMW’s Pumped Irrigation Service Plan.

During these workshops, we will further explore the following initiatives:

  • Future Service Strategy

This strategy will guide the replacement of key irrigation infrastructure in the Nyah and Tresco Pumped Irrigation Districts.

  • Capital Maintenance Program

We are looking to discuss your vision for what irrigation in your area looks like so we can plan capital investments accordingly.

  • Service Standards

These are a set of criteria we measure our performance against. We want your thoughts on if these standards can be changed to more accurately evaluate our performance.

  • Water quality

There are various options for how we can potentially maintain and improve water quality.

The workshops will run for about 90 minutes and run on the following dates:

  • Swan Hill, 1pm-2.30pm, Wednesday 24 August
  • Swan Hill, 6pm-7.30pm, Wednesday 24 August
  • Online, 6pm-7.30pm, Thursday 25 August

Places are limited, so please register your interest using the following link - https://forms.office.com/r/d3eBJBM3Hf

Water Supply Districts customer workshops

Water Supply District customers are invited to participate in a series of customer workshops to help inform the development of GMW’s Water Supply District Service Plan.

During these workshops, we will further explore the following initiatives:

  • Future Entitlements and Access Management

We want to learn if customers would benefit from a change in entitlement type so they can use the water market and whether allocation rules should be consistent across Water Supply Districts.

  • Capital Maintenance Program

We are looking to discuss your vision for what irrigation in your area looks like so we can plan capital investments accordingly.

  • Service Standards

These are a set of criteria we measure our performance against. We want your thoughts on if these standards can be changed to more accurately evaluate our performance.

  • Water quality

There are various options for how we can potentially maintain and improve water quality.

The workshops will run for about 90 minutes and run on the following dates:

  • Tungamah, 1pm-2.30pm, Monday 22 August
  • Tungamah, 6pm-7.30pm, Monday 22 August
  • Pyramid Hill, 1pm-2.30pm, Tuesday 23 August
  • Pyramid Hill, 6pm-7.30pm, Tuesday 23 August
  • Online, 6pm-7.30pm, Monday 29 August

Places are limited, so please register your interest using the following link - https://forms.office.com/r/fRXF4q9unL

Engaging with our customers

We are committed to meaningful and transparent engagement with our customers across the region in the development of these Service Plans. Throughout the engagement process we will be seeking feedback and ideas from our customers and the broader community on the services we deliver that affect them.

Each Service Plan will be delivered on a slightly different timeline to ensure that our proposed engagement process can adapt if required. 

We will also be engaging with various stakeholders during the development of the Service Plans, including government agencies and agricultural groups.

GMW will continue to monitor current Victorian Government advice and adhere to COVIDSafe settings. This means, at times engagement activities we have planned may change if there are changes in restrictions.

What we've heard

Customer Workshops

Gravity and Diversions

In April and May 2022, we held a series of customer workshops for gravity and diversions customers to help develop our service plans.

For an overview of the feedback from the gravity workshops, please refer to the Gravity workshop top line summary, opens in a new window

For an overview of the feedback from the diversions workshops, please refer to the Diversions workshop top line summary, opens in a new window

Customer focus groups

Water Districts and Pumped Irrigation

In March 2022, we held customer focus groups for water districts and pumped irrigation customers to learn how we can better manage our services into the future.

For an overview of the feedback received, please refer to the Summary of customer focus groups, opens in a new window

Gravity, Diversions, and Drainage

In November and December 2021, we held a series of customer focus groups for gravity irrigation, drainage, and diversions customers to learn how we can better manage our services into the future.

For an overview of the feedback received, please refer to the Summary of customer focus groups, opens in a new window

Online survey key themes

Land and on Water General Public Use

  • "Fishing" was most frequently cited activity respondants enjoyed at GMW storages. It was followed by "Swimming", "Water skiing/jet skiing", and "Camping".
  • "Access to water" was most frequently cited reason people visited GMW storages over other ones. It was followed by "Location", "Boat ramps", and "Camping".
  • "Increased water level" was most frequently cited reason to improve recreation at GMW storages. It was followed by "More boat ramps", "More amenities", and "Better access to hunting areas".
  • Respondants most commonly stayed at GMW storages for "Overnight/multiday visits". Slightly more people stayed a "Week or more" than those who went for "Day visits".
  • 88 per cent of respondants said they didn't know of all ability recreational facilities at GMW storages.
  • The most common response to "Opportunities for safety to be improved" was "No changes required". This was followed by "More education" and "Better policing".
  • 84 per cent of respondants said they were satisfied with boating safety signage.
  • 91 per cent of respondants said there was good awareness of storage rules.

  • "Social" was most frequently cited as respondants' prefered way to receive information. It was followed by "Signage" and "Email".
  • "Directly with recreation user" was most frequently cited as respondants' prefered way to be engaged. It was followed by "Community/industry groups" and "Specially developed committee".
  • "Boat ramp access" was most frequently cited area GMW could provide more information on. It was followed by "Public amenities", "Road access changes", and "Upcoming events".
  • "GMW recreation webpages" was most frequently cited area respondants were aware of safety information. It was followed by "Local Council Websites" and "MSV webpages".
  • 72 per cent of respondants said there were amenities at the storages they visit.
  • 63 per cent of respondants said where there were amenities they needed improving.
  • 52 per cent of respondants said where there were not amenities there should be some.

Water Districts

Graph of water districts, link opens in a new window

  • "Price" and "Water Quality" were the most frequently cited issue for Water Districts customers. The next most cited issues were "Availability of Supply", "Customer Service", and "Erosion".
  • "Price" was the most frequently cited opportunity, followed by "Customer Service".
  • The importance of speaking to a GMW staff member in person was rated 4.14 out of five.
  • More than 70 per cent of respondants said their preferred method of speaking to a GMW staff member was by phone.
  • Understanding of GMW's tariffs and fees was rated 2.81 out of five.
  • Understanding of services GMW provides fees for was rated 2.67 out of five.
  • More than two thirds of the recipients said they would like to receive information via email.
  • Understanding of climate change and its effect on water availability was rated 3.86 out of five.

Pumped Irrigation

Graph of Pumped Irrigation districts, link opens in a new window

  • "Water Quality" was the most frequently cited issue for Pumped Irrigation customers. The next most cited issue was "Customer Service".
  • "Farming Future" was the most frequently cited opportunity, followed by "Customer Service" and "Investor Management".
  • The importance of speaking to a GMW staff member in person was rated 4.15 out of five.
  • 70 per cent of respondants said their preferred method of speaking to a GMW staff member was by phone.
  • Understanding of GMW's tariffs and fees was rated 3.35 out of five.
  • Understanding of services GMW provides fees for was rated 3.15 out of five.
  • More than three quarters of the recipients said they would like to receive information via email.
  • Understanding of climate change and its effect on water availability was rated 4.00 out of five.

Gravity Services

Charts showing the key themes of the Gravity Services Customer Survey, link opens in a new window

  • "Price" was by far the most frequently cited issue for Gravity Services customers. The next most cited issues were "Availability", "Costs", and "Weeds".
  • "Reduce Costs" the most frequently cited opportunity, followed by "Reduce Price".
  • The importance of speaking to a GMW staff member in person was rated 4.29 out of five.
  • More than two thirds of respondants said their preferred method of speaking to a GMW staff member was by phone.
  • Understanding of GMW's tariffs and fees was rated 2.95 out of five.
  • Understanding of services GMW provides fees for was rated 3.05 out of five.
  • Almost half of the recipients said they would like to receive information via email.
  • Understanding of climate change and its effect on water availability was rated 3.89 out of five.
  • On average, respondants noted a 56 per cent change to water use practices in the past five years.
  • The importance of the stability of flow rate was rated 4.17 out of five.
  • The importance of reliability of service was rated 4.44 out of five.
  • About half of the respondants had on-farm storage for out of season use.
  • About a third of respondants said they would Irrigate 365 days if possible.
  • 27 per cent of respondants said they were willing to pay for 365 access.

Diversions Services

Charts showing the key themes of the Gravity Services Customer Survey, link opens in a new window

  • "Price" was by far the most frequently cited issue for Diversions Services customers. The next most cited issues were "Availability", "Costs", and "Value for Money".
  • "Cost reduction" the most frequently cited opportunity, followed by "Price".
  • The importance of speaking to a GMW staff member in person was rated 4.12 out of five.
  • Almost two thirds of respondants said their preferred method of speaking to a GMW staff member was by phone.
  • Understanding of GMW's tariffs and fees was rated 3.12 out of five.
  • Understanding of services GMW provides fees for was rated 2.74 out of five.
  • More than half of the recipients said they would like to receive information via email.
  • Understanding of climate change and its effect on water availability was rated 4.07 out of five.
  • Multiple respondants noted Long range forecasting and increased information and education on adaption would be helpful.

Drainage Services

Charts showing the key themes of the Gravity Services Customer Survey

  • "Reduction of GMW Operating and Maintenance" and "Environmental Management were the most frequently cited issue for Drainage Services customers. 
  • 14 respondants said they had irrigation drainage services.
  • The importance of drainage in the future was rated 4.29 out of five.
  • Seven respondants said they didn't have irrigation drainage services.
  • 11 respondants said they were land holders with drainage services in the Goulburn Murray Irrigation District (GMID).
  • Opportunities and Outcomes suggested by participants included: Fit for purpose drainage services; ongoing sustainable management of drainage schemes; cost-effective drainage services; new drainage infrastructure; economic, environmental, social and cultural benefits; potential adverse offsite impacts managed and mitigated; traditional owners are part of decision making; appropriate pricing structure; government policies and priorities are aligned; GMID is an attractive and affordable place to farm; and drainage management supports communities to be more resilient in land management.

More information

If you have any questions about the development of GMW's Service Plans, please email YourSay@gmwater.com.au