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How often is my meter read?
Meters are presently read 3 times a year approximately every four months.
How often and when can I expect to receive an account?
Three accounts are issued per year. Issue dates do vary from area to area. Please call our customer service staff on
1300 360 007 to find out your dates.
Why is a postal address important?
It is in your interest to check that we have your current postal address. You will be charged interest if we haven’t been advised of your new address and the account goes unpaid.
How is my bill calculated?
Household (Residential) charges contain three elements:
- Water consumption
- Water Availability (Service Charge)
- Sewerage Availability (Service Charge)
Commercial (Non-Residential) charges can contain up to six elements:
- Water consumption
- Water Availability (Service Charge)
- Sewerage Availability (Service Charge)
- Wastewater Volume Charge
- Fire Service Charge
- Trade Waste Charge
Click here to view a detailed Step by Step Guide for Residential Customers and Commercial Customers.
Didn’t my Solicitor pay all outstanding bills when I bought the property?
Not necessarily. The solicitor may have simply chosen to deduct the vendors share of any outstanding charges from the purchase price of the property. There could still be money outstanding. If you are in doubt about the amount outstanding please call our customer service staff on 1300 360 007.
What happens if I sell my house?
The normal procedure is that your solicitor will advise us. However it is your responsibility to ensure that the Corporation has your correct mailing address. Please use our Update Customer Details form if any of your details have changed.
I own a property but rent it out - will I get a bill?
Yes. Owners of tenanted properties remain liable for service availability charges for both water and sewerage services. Under Tenancy Regulations from 1st July 1994, properties tenanted in accordance with this regulations may have a water volume charge sent direct to the tenants for measured consumption. A water volume account may only be sent to a tenant where there is a separate meter to the property and the Corporation has been properly advised of the tenancy.
Can I have my account redirected?
On receipt of an authorisation from the property owner, the Corporation will redirect an account for payment.
What impact does the GST have on my account?
The Goods and Services Tax (GST) is not charged on standard water services. This includes water and sewerage services charges and water usage charges.
For a detailed list of items that may attract the GST please click here.
How do I arrange a special meter reading?
To arrange a special meter reading outside your normal billing cycle, you can simply download an application form and send it back to us. A $24.30 fee is charged for this service.
Complete the Request form and post it to:-
Goulburn Valley Water
PO Box 185
SHEPPARTON 3632
If you have any further questions please contact Goulburn Valley Water customer service staff on 1300 360 007 between 8.30am and 4.30pm weekdays.
How am I charged for water and sewerage?
The user pays pricing system for water includes a service charge which reflects the availability plus a volume charge based on measured usage through the meter. For sewerage, a service charge applies for residential customers and for non-residential customers a sewerage service charge plus a volumetric wastewater charge applies.
For further details on our tariff charges please click here.
How do I claim my pension/concession entitlement?
To receive a concession, simply present your concession card when paying your account or phone our customer service staff on 1300 360 007 to register your concession details. If you are paying by mail, write your card number in the box provided on the payment slip.
For details of pension rebate and concession eligibility go to Concessions.
If you would like an application form please click here.
Can I have more time to pay?
For information on Payment Assistance please click here.
What payment options do I have?
For further information on your Payment Options please click here.
Why have I got no water?
If an account is well overdue then GVW reserves to right to restrict properties until payment is received. Sometimes due to works or burst mains etc, customers may experience times of no water. This can be reported by clicking here or by telephoning our Customer Service Centre on 1800 454 500 and we will endeavour to restore the interruption as soon as possible.
For more information regarding your rights to continuous service please click here.
How will pay for use be applied to multi-tenement properties?
Developments such as flats, units and town houses, which share a single water meter, are subject to a service availability tariff on each dwelling. A single water meter usage account will be generated and divided equally amongst tenements, unless the body corporate authorises the Corporation to otherwise divide the account, as agreed between the parties, and send it direct to the respective units.
It is in the interests of the occupants, where practicable, to meter each tenement separately to avoid any conflict over proportioning of the water usage account and the Corporation encourages this action, but costs of metering would still be at the owner’s expense.
Why is vacant land (unconnected) charged an availability tariff?
If water and sewerage is available for connection to the block, a service availability charge for each service is payable, provided it is within the area serviced by the Corporation. Under the Water Act 1989, vacant land situated within an urban district is deemed to be a serviced property therefore chargeable.
Why must I pay a fire service when I don’t use it?
A Fire service is a separate unmetered service from the main and charges reflect the potential to draw water from the water supply system and the costs associated with the provision of infrastructure to allow that to occur.
Why does the cost of service fees vary between different areas, rather than establishing the one set charge?
The water service fee and water volumetric charge is the same for all the towns and cities we provide water services. The sewerage charge varies between towns which reflects economies of scale and the costs of providing sewerage services in some areas. Goulburn Valley Water fees and charges are among the lowest in Victoria.
Did I use that much?
This is an often asked question and the answer is invariably YES. By way of example, a hose left turned on for one hour will use 2 kilolitres, (2,000 litres).
Why is my water usage so high?
Your water usage may be higher than previous accounts due to a number reasons:
- Changed water usage:
Your water usage charge may be higher simply because you have used more water than usual. Compare your current usage behaviour or circumstances with those in previous periods. Have you altered your garden watering due to reduced rainfall? Is the number of people in your household the same as last year? Have you installed any new water using appliances?
- Estimated water usage:
If your meter is inaccessible the water usage is estimated based on your water usage history. This means your actual water usage may be slightly higher or lower than that shown on your account. To ensure you always receive an account based on an actual meter reading, keep your meter accessible.
Can I check for leaks?
Yes. Nobody likes to waste water. You can easily check to see if your pipes are leaking by using your water meter. Turn off all outlets and read your meter if the reading changes over a period (say overnight). You may need to call a licenced plumber to locate and repair the leak.
If you think your meter is reading high and you don’t believe you have any leaks, you may ask Goulburn Valley Water to test it. You are required to pay for the cost of the test, but if the meter is found to be reading higher than industry standards we will replace it and refund the cost of the test. We will also refund any amount you were overcharged due to the meter not meeting the standards. If a meter is faulty however it will usually stop or slow down, not get faster.
How do I read my meter?
The majority of meters in the region are now metric (i.e. measuring in litres) with four black numbers followed by two or three red numbers. Record the number on your meter and after 24 hours, record your meter reading again, and subtract the first from the second reading to determine the amount of water used.
To see if you have any leaks, do this same test over a period when you believe that no water has been used on your property (such as overnight). If the meter records any change during this period, you may have leaking taps, pipes, toilets or other appliances.
Your meter will most probably look like this:
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Can I have my meter connection size changed?
Yes, if it is practicable to downsize, although the minimum connection size is 20mm. The size of your meter determines your service availability tariff.
For further details on our tariff charges please click here.
Who owns the meter and the water service on my property?
The meter is owned by the Corporation. You are responsible for the safe custody of the meter and will have to pay for its replacement, should it go missing or is damaged through misuse. The Corporation will replace the meter at no cost under normal maintenance conditions.
Do not attempt to fix the meter or water service yourself. It is an offence to interfere with any meter without the authorisation of the Corporation. Penalties do apply.
Please use our feedback form to ask any questions which are not displayed above.