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Customer Assistance

Concessions and Grants
Concessions are available on domestic water charges for holders of valid concession cards. Call 1300 139 510 for details or refer to www.dhs.vic.gov.au/concessions for more information.

What concession cards are eligible?

  • Pensioner Concession Card – issued by Centrelink or Department of Veterans’ Affairs.
  • Centrelink Health Care Card.
  • Department of Veterans’ Affairs Gold Card (cards marked as “Dependent” are not eligible).

Commonwealth Seniors Health Cards, Victorian Seniors Card, Carer Allowance and Foster Care Health Cards and Medicare cards are not eligible cards.

How much is the concession?

This concession offers a discount on water rates, up to a yearly maximum, which is indexed each year.

Are there any other criteria?

Yes, for you to be able to claim a concession on your water charges you must ensure that:

  • You have one of the eligible concession cards and your card is valid at the time of application.
  • You are the person responsible for payment of the account.
  • Your name is on the account.
  • Your name and address on the account matches that on the concession card.
  • Concessions are only available where water is used for domestic purposes only.
  • Irrigation water use is ineligible.
  • Groundwater licences are ineligible as SRW does not charge for domestic groundwater use.

 

Customer Feedback
We respond to all customer complaints within 10 business days.

If you would like to make a complaint or give a compliment to Southern Rural Water, please feel free to complete our customer feedback form. or alternatively contact us.

Energy & Water Ombudsman of Victoria (EWOV)

If you feel that your complaint has not been resolved to your satisfaction, please let us know. If you are still not satisfied with the outcome, you can contact the Energy and Water Ombudsman Victoria (EWOV) on 1800 500 509.

More information can be found at the Energy and Water Ombudsman Victoria website.

Family Violence Support
Has a partner or family member put you in a difficult situation with your bill?

This could be a form of family violence. We are here to support you.

You only have to tell your story once

You will only have to explain your situation once – the first time you call. We will be guided by the information that you provide to us and no extra proof is required.

All conversations are confidential 

Your safety and privacy will be respected at all times. None of the information you give us will be disclosed to anyone else, even if their name is on the account. Only staff who are directly involved will have access to the information provided – we can lock your account in our system to everyone other than the Customer Support Team, giving you added privacy.

We’ll help you with the debt 

Southern Rural Water provides support and assistance to customers left with debt. We’ll work with you to find a solution for your individual situation.

Trained staff, respectful conversations 

Our dedicated Customer Support Team members have been trained to assist people who are experiencing family violence.

We will treat you with understanding and respect, explain how we can assist you in this difficult situation, and give you as much time as you need to consider your options.

We can put you in touch with additional support 

We work collaboratively with a number of community organisations that specialise in working with and supporting people experiencing family violence. We can refer you to one of these services for immediate and or more long-term assistance.

We are here to listen and support you 

If a partner or family member has left you with unpaid water bills, please contact our Family Violence Hotline on 1300 654 059 between 8.30am and 4.30pm, Monday to Friday.

Our Family Violence policy

Debt Management and Hardship Procedures

The Debt Management Procedure sets out the rights and responsibilities of Southern Rural Water (SRW) and our customers in relation to the management of outstanding debt.

The purpose of this procedure is to establish transparent, fair and equitable debt management principles for customers to support them in understanding our debt management approach.

Download Debt Management and Hardship Procedures

Keep up to date and subscribe now

If you would like to receive newsletters from Southern Rural Water, please sign up here.

WaterMatch - online trading

Watermatch is a free online service, designed to help people trade water.

Once you have registered, you can advertise to buy or sell water.

Depending on the water that you wish to trade, choose from the Groundwater, Surface Water (rivers and creeks) and Irrigation District forum.

Select a new topic to create your ad. Your ad can be to buy or sell water, and must describe the source of your water, quantity of water you want to buy or sell, how long you want to trade for and your contact details. If you are happy to put a buying or selling price, this can be included here too.

If you want to respond to an ad, you can use the email link or contact the advertiser direct.

It is an online trading forum, and can also be used by people who are not on the internet, with help from our staff.

Watermatch allows you to register your interest in either buying or selling water in southern Victoria.

  • the Macalister, Werribee and Bacchus Marsh Irrigation District
  • Groundwater systems in southern Victoria
  • Rivers and creek systems in southern Victoria (other than those managed by Melbourne Water around the Port Phillip region).

Who can use it?
Anyone can use watermatch. You may be an existing licence holder who wants to sell water, or buy more water.

You may not currently have a licence, but you want to buy water in the region.

How does it work?

  • click here to enter Watermatch
  • register as a user (a very simple process)
  • go to the system or district you are interested in and check current entries
  • add in any entry for any water you want to sell or buy

What information should I include in my ad?

  • If you are wanting to buy or sell
  • your name
  • phone number
  • name of river, creek, groundwater management area or irrigation district
  • how much water is to be traded
  • If the trade is temporary or permanent
  • term of the trade (Maximum term is 5 years)

Things you need to know
We are always looking for ways to improve our customer service. If you would like to provide feedack or suggested improvements please click here.

it's important to note that Southern Rural Water is not acting, and will not act, as a water broker.

We cannot advise you on price of water or match you individually with a buyer/seller.

Buyers and sellers still need to go through our normal application process.

Trading applications must be submitted to Southern Rural Water and approval granted before water is taken. A water transfer application form can be downloaded from our application page.

If you want to trade upstream, please speak with one of our Assessment Officers prior to submitting an application.

To check if a buyer or seller can trade with you, call us on 1300 139 510 and ask to speak to an Assessment Officer.

Not a water broker

It's important to note that Southern Rural Water is not acting, and will not act, as a water broker.

We cannot advise you on price of water or match you individually with a buyer/seller.

Buyers and sellers still need to go through our normal application process.

Click here to download our Fact Sheet

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