Your Frequently Asked Questions Answered

Who is responsible for fixing a burst pipe/sewer spill?

For residential properties we are responsible for maintaining the water service up to and including the property meter, and for the sewer branch up to the connection point.  The property owner however, is responsible for residential service pipes with a diameter greater than 25mm.

Industrial / Commercial users are responsible for the maintenance and replacement of their service pipes.

All plumbing and pipework from the property connection point to your residence is the property owner's responsibility and is referred to as a private extension. In the case of a Body Corporate or Multi Resident development, a private extension will supply many residences.

I want to build a shed but I think it will be over an Corporation structure or works, can I still go ahead?

You will need to apply to the Corporation for consent to erect a structure over or in the Corporation’s easement, over the works, or within 1 metre of the works of the Corporation.

For further details or to download an application form please click here.

Who looks after stormwater drains?

Your local Council. The Corporation is responsible for the delivery of water and collection of wastewater (sewerage) from your property however this does not include stormwater collection.

Greater Shepparton City Council

Mitchell Shire Council

Shire of Campaspe

Moira Shire Council

Strathbogie Shire Council

Shire of Mansfield

Murrindindi Shire Council

Who looks after the streams and rivers?

Goulburn-Murray Water are responsible for the water and the Goulburn Broken Catchment Management Authority are responsible for the bed and banks.

Please use our feedback form to ask any questions which are not displayed above.

What if I have a complaint?

We recognise that complaints provide a means for improving customer service and we are committed to ensuring that all complaints are dealt with in an efficient, effective and timely manner.  Goulburn Valley Water has a procedure for dealing with complaints and has developed a Customer Complaints Policy.

If you have a complaint please contact us as shown above.  We will respond promptly to your complaint and will do our best to make sure the problem is resolved to your satisfaction.  If we can't solve it immediately, we will let you know what we are doing.

You have a right to:

• A personal or telephone response within 2 days where you have made personal or telephone contact with us and we are unable to solve the situation immediately, or

• We will then send you a detailed response within 10 working days unless we can deal with the matter sooner by telephone or by meeting with you.

We suggest that complaints should be directed to the person or section that has previously been handling your matter.  If you are not satisfied with the response you receive or would prefer to discuss the matter with someone else within Goulburn Valley Water you may contact our General Manager - Corporate Services directly.

Written Complaints:  PO Box 185, Shepparton 3632

Telephone:  03 5832 0400

Facsimile:  03 5832 0491

e-mail:  mail@gvwater.vic.gov.au

What if the dispute is over money?

If your complaint involves a disagreement over money you owe, we will not seek payment unless the dispute has been resolved in our favour.  You must, however, pay any other amount which your owe us and which does not directly relate to your complaint.

What if I'm not satisfied with the outcome?

You may request that any outcome you are not entirely satisfied with is referred to our Managing Director for further review.  Our Managing Director will make sure that the matter has been properly investigated and that the final decision meets all our customer obligations.  Our reply will give you reasons for the final decision and also tell you of any other body that may help with your complaint.

If you are not satisfied with the reply, you have the right to seek external resolution of a problem that cannot be resolved to your satisfaction by other means.  You may contact the Energy and Water Ombudsman provides an independent complaints and dispute resolution scheme to assist water and energy customers.