Goulburn Valley Water, like other water corporations, is well-prepared to respond to the coronavirus (COVID-19) pandemic so that we can continue to deliver essential water and wastewater services. We’re reassuring customers that drinking water remains safe to drink – there’s no evidence coronavirus is transmitted through drinking water. 

Our offices

Customer Service Centres in our two Shepparton offices reopened to the public on Monday, 1 February 2021. We're excited to be able to support our customers face-to-face again, in a safe way.

► Fryers St (head office) will be open from 8.30am to 4.30pm Mondays to Fridays 
► Shepparton Operations Centre (Florence St) will be open from 8am to 4pm Mondays to Fridays

Update: As of 11.59pm on Wednesday 3 February, fitted face masks must be worn indoors in line with recent Victorian Government advice - this includes our offices. If you are visiting us, please remember to wear a face mask.

We have a COVIDSafe Plan in place to help keep our staff, our customers, our contractors and our communities safe. There are a few new measures we have in place - we need your help to follow these to ensure we can continue to maintain a safe environment for all.

You'll need to sign in on arrival via a QR code for contact tracing purposes, and the number of people allowed in our foyer areas at one time is limited. There will be signage and markers on the floor to help you keep 1.5m distance - we ask that you follow all directions. Hand sanitiser will be available, we have screens in place and we are cleaning all surfaces regularly.

Our staff

In line with Victorian Government requirements, our offices are operating with a reduced number of staff.  Many of our office-based staff will continue working from home where possible.

We're following all safety, PPE and hygiene recommendations from the Victorian Government, and our staff are also staying at home if they feel unwell.

Our Operations and Maintenance teams continue to work in the field to continue supplying essential water services, and are working under new safety measures. if you need to approach any of our staff out in the field, please ensure you keep you distance, particularly if there is any machinery operating in the area.

Our staff are still here to help you, if you prefer contactless support. We’re available anytime via phone, email, webchat, online and via self-service:

  • General enquiries – 5832 4800 (8:30am-4:30pm)
  • Billing – 1300 360 007 (8:30am-4:30pm)
  • 24-hour Faults and emergencies – 1800 454 500 (24hrs)
  • Property Services Team – 1800 064 714 (8am-4pm)
  • Email - mail@gvwater.vic.gov.au
  • MyGVW customer portal – my.gvwater.vic.gov.au (to pay a water bill, update your details, apply for a payment extension and more)
  • Website (report a fault, connections, moving house, e-billing) – www.gvwater.vic.gov.au
  • Social: Facebook + Twitter - Search for "Goulburn Valley Water"

Support

We know people may still be experiencing financial stress as a result of the ongoing economic impacts of COVID-19. We are here to help with your water bill - we have a number of programs and options available, and can tailor support to suit your individual circumstances.  

You can find more information on our dedicated support page - there's information about our self-serve options if you prefer to do it yourself, or you can call our friendly customer team on 1300 360 007, or use the website to request a call back when it suits you. 

This page is based on information supplied by the Water Services Association of Australia (WSAA), which is the peak body representing the urban water sector. Their fact sheet can be found here

Coronavirus Health Information Line - 1800 675 398

Call the Department of Health and Human Services (DHHS) hotline if you are seeking advice on coronavirus (COVID-19). The line operates 24 hours a day, seven days a week. You can also visit the DHHS coronavirus webpage for up to date information and advice.

Frequently Asked Questions:

Is my drinking water safe?

Drinking water in Australia is high quality and is well treated. At this stage there is no evidence that drinking water is affected by the COVID-19 virus or that it is transmitted in drinking water.

Water is an essential service and Goulburn Valley Water is well prepared to manage our response to COVID-19. The safety of drinking water supplied to Victorians is regulated by the Department of Health and Human Services under a comprehensive framework that aims to ensure a consistent, reliable supply of safe, good quality drinking water. 

What support is available for people experiencing financial hardship?

We understand many of our customers are experiencing significant financial hardship as a result of the coronavirus (COVID-19) outbreak.

While we make sure we continue to deliver safe and reliable water and wastewater services and look after the safety of staff and communities, we also want to support our customers.

 

If you are having difficulty paying your bill please contact us and we’ll do all we can to help. The earlier you contact us, the sooner we can respond. We’re still answering the phone and there are other ways we can assist. Contact us however you feel most comfortable - over the phone, on email, through our website and customer portal, or through social media.

 

We have options for customers who are having trouble paying bills, such as providing more time pay, payment installment plans, access to concessions and government grants and free financial counselling through our community partners.  We already have hardship programs in place to assist you if you are experiencing financial challenges. We are also looking at other options to help those experiencing financial hardship, including businesses that may not have been eligible for hardship support in the past.

 

This is a challenging time, and we won’t be restricting the water supply for anyone who can’t pay their bills as a result of the impacts of COVID-19. We made a commitment in our current Price Plan to reduce our prices to customers; they will not increase now as a result of COVID-19.

Does GVW have a COVIDSafe Plan?

In line with Victorian Government requirements, we have a COVIDSafe Plan in place, which sets out our safety requirements to help keep our staff and customers safe. This includes a requirement to sign in to our buildings for contact tracing purposes, as well as additional PPE and cleaning measures. The plan also sets out the controls we have in place to minimise the risk of transmission of COVID-19, and how to ensure continuity of services as an essential service provider.

How is GVW responding to COVID-19?

We're continuing to deliver our essential water and wastewater services. We are well prepared to face the challenges posed by coronavirus (COVID-19).

Many staff are now working from home as we’ve closed our front counters to the public to help stop the COVID-19 spread, but we’re still answering the phone and there are other ways we can assist.

Some of our operations staff are out working in the field carrying out critical maintenance works. They’re also following all social distancing and PPE/health requirements to ensure their safety and community safety.

Trade waste business requirements under COVID-19

Business customer requirements to maintain grease interceptor traps during the coronavirus (COVID-19) restriction period

We recognise that many of our business customers will be impacted during the current COVID-19 restrictions.  For businesses that process or prepare food, the following policy has been implemented to manage the risks to the environment and reduce the impact on businesses who are not able to operate at this time.

 

Businesses continuing to operate in any capacity

Grease trap clean out frequency remains the same as per Trade Waste Consent, in many cases every three months.

 

Businesses suspending operation

Clean out the grease trap at the next scheduled due date or sooner.  When business resumes, your next clean out date is to be arranged for three months after operation recommences.

If you have any questions regarding tradewaste discharge, contact us on 5832 4800 and ask to talk to a Business Customer Service team member. We’re working from home and available to help.

How is Goulburn Valley Water protecting the water supply?

We have stringent hygiene measures in place at our water treatment plants. In addition, there is almost no human contact in the process of treating water for drinking.

Existing water treatment and disinfection processes, including use of chlorine, are effective in removing viruses from water supplies.

Our water treatment plants are secure, have back-up power supplies, have a high level of automation and can be operated remotely.

We are well prepared for supply-chain impacts as a result of the wider industry response to the COVID-19 pandemic. This includes the supply of chemical, parts and equipment.

We are also in contact with key government agencies to monitor and understand the health impact of COVID-19 as it develops.

What about planned works?

Our staff are working to continue to provide essential water and wastewater services and our critical maintenance and repair programs are still underway. This ensures our services can continue to run smoothly and reduces the chances or bursts or leaks.

We’re taking a number of precautions – including social distancing and additional safety measures – to ensure the safety of our staff, their families and our customers while we work.

Generally works will be carried out on the street, not on your property but if you have any concerns, please contact us on 1800 454 500 at any time. We ask that you don’t approach our staff or contractors while they’re working, as they’re following social distancing guidelines to help keep everyone safe.

We try to keep any interruption to the water supply as short as possible, however we encourage you to make sure you have enough water stored to wash your hands frequently and for 20 seconds, or ensure you have sanitiser available

Is the water meter replacement program continuing?

Our staff are working to continue to provide essential water and wastewater services and our critical maintenance and repair programs are still underway, including our ongoing water meter replacement program.

We’ll let you know if your meter is due to be replaced via a letter and SMS notification if we have your mobile phone listed. We’ll also give you the opportunity to opt out if you wish. We also ask that you let us know if you are isolating because of a suspected or positive confirmed test for coronavirus (COVID-19).

Most of the time works will be carried out on the street/footpath but we may need to access parts of your property to change your meter. If you are concerned about this and would prefer we didn’t come onto your property, you can opt out by phoning us anytime on 1800 454 500. We’ll come back another time to replace your meter.

Replacing your meter does involve an interruption to your water supply, but for most people this will be quite short – no more than 20 minutes. We encourage you to fill containers to use for handwashing, drinking or cooking during this time.

Will GVW staff be entering my property?

If we need to carry out essential maintenance or repairs, we may need to come on to your property. To keep our staff and communities safe under coronavirus (COVID-19), we’ll be taking extra precautions – additional hygiene and cleaning measures, as well as social distancing.
 

Our meter reading program is continuing as normal where there is easy access to meters. However, if your meter is difficult to access or inside your property, we may ask you to read it on our behalf. If that’s the case, we’ll give you more information on how to do that.


We’ll no longer knock on people’s doors as part of our meter replacement program, but you’ll receive a letter (and SMS notification if we have your number) advising you if works are planned and giving you the option to defer works if you’d prefer.


We’re still operating as normal to continue to supply essential water and wastewater services.

However, we have deferred some of our programs, particularly if the remaining works involve accessing sewer main manholes on private property – such as our sewer maintenance and rehabilitation programs. These will continue where we don’t require access to private property.

If Goulburn Valley Water employees are quarantined at home, will my water still be supplied?

Water is an essential service and we are well prepared to manage our response to COVID-19.

We have enacted our pandemic and emergency response plans. An Incident Management Team is implementing our response based on the most current available information.

Regarding entering customer property, GVW employees generally do not need to enter customer property to maintain essential services like water supply and sewer. There may however be times when our staff need to access assets on your property to maintain service to you. At these times we ask that you maintain a reasonable distance from our staff and we will complete the work as soon as safely possible. We will not be entering your house until the threat of COVID-19 has reduced.

Can COVID-19 be transmitted by the sewerage system?

Current treatment methods at sewage treatment plants are expected to be sufficient to manage the COVID-19 virus.

We will continue to manage and treat sewage and trade waste properly and carefully to protect public health and the environment.

Our sewage treatment plants are secure, have back-up power supplies, have a high level of automation, and can be operated remotely.

About drinking water quality in Australia

Australia’s drinking water is among the safest and most highly regulated in the world. Water utilities supply safe, high quality drinking water to cities and regions across Australia.

The Australian Drinking Water Guidelines developed by the National Health and Medical Research Council provide rigorous guideline values for water utilities to follow.

Further information