Water Ordering | Southern Rural Water

Waterline is our water ordering centre for customers in our irrigation districts. You can use it to order irrigation water online or over the phone.

To access Waterline, you must have a valid user number and password. If you don’t have a user number and password, please contact Southern Rural Water on 1300 139 510.

Water orders must be placed three days in advance to provide for the most efficient planning. Customers under the Demand Management System in the Macalister Irrigation District (MID) can place orders with shorter notice.

What is Waterline?

Waterline is our Customer Ordering System.

Through Waterline, customers are able to:

Place irrigation orders.
Enter meter readings.
Communicate with planners.
Access water usage details.

What is the Demand Management System (DMS)?

The Demand Management System (DMS) is available to nearly all customers in the Macalister Irrigation District (MID). It is not yet available to customers in Werribee and Bacchus Marsh irrigation districts.

The Demand Management System is a smart technology within the MID ordering system that manages orders and ensures water deliveries are made in the most efficient way within the capacity of the irrigation network.

If you are on our Demand Management System (DMS) you can also use Waterline to:

confirm orders at time of placement (no need to call back)
easily alter a start or finish time without speaking with a planner.

All customers can order water online through our Waterline ordering system.

Ordering water online
Go to www.srw.com.au/worder/ and follow the instructions below:
1. Type in your User Number and Password
2. Select your required option from the main menu drop down boxes
3. Type in details as required
4. You may move between the various pages by selecting from the main menu or use the back and forward arrow buttons on your browser
5. When placing repeating orders, only one panel of duration and flow rate needs to be filled in as it is repeating this data
6. Before lodging your order, make sure that dates and times are correct
7. When you have finished lodging your order, or completed your enquiries, select log off from the to right of the screen
When placing orders, if you cannot get the day and time you want, then please select the next available date and time that suits you best.
You can speak with a planner, if you need, via Waterline (1300 360 117) for more information or help with your water ordering needs.

Ordering water by phone (for non-DMS customers)

Waterline can be accessed by dialling 1300 360 117.
Key in your user number then press “#”
Key in your password then press “#”
Select from the following functions:
1# To place a regular order
2# To find out start times
3# To speak to a planner
4# To leave a message for a planner
5# To use special functions (change password; enter special orders; find out entitlement details)
6# To change lodged DMS orders (cancel; change start/finish or flow rate; emergency stop)
9# To speak to an operator
0# To end the call

Changing orders by phone for DMS customers
Waterline options are slightly different for DMS customers. Choosing option 6 from the main menu allows you to change your lodged orders:
1# To cancel an order (which has not yet started).
2# To change the start time of an order.
3# To change the finish time of an operating order.
4# To change the flow rate of an operating order.
- DMS is an automated system that allows you to lodge the time and day that you want to use water. All orders are confirmed at time of placement – no need to call back.
- If the demand is too high during the time you have requested, DMS will calculate the next best available time. It will ask you to either accept or reject that offer.
- If you reject that offer, the order will be marked as unsatisfied and will be manually scheduled by a planner.
- DMS is automatically configured to your outlets, so you won’t have to enter any new information. DMS requires a minimum of 24 hours’ notice to place an order.
- In cases where you require your delivery stopped sooner than 60 minutes, please contact your planner or the Duty Officer on 0412 860 250.

Access your online water statement
Water statements provide you with up-to-date information about your current available entitlements and usage details. They are available from our Waterline platform.

Waterline is also available from a mobile platform which allows access to popular online information including entitlement information, meter reading entry and access to online water ordering all from your smartphone.

To access your personal report via the internet:
- Go to www.srw.com.au/worder/
- Enter your user and password details.
- Select “Usage” from the top menu.
- Select “Allocation”. Your services will then appear on the screen.
- In the “View Statement” box click on the PDF icon.
- Select open to view the statement.
To access your personal report via the mobile app:
- Go to https://www.srw.com.au/morder/
- Enter your user and password details.
- Select “Allocation”. Your services will then appear on the screen.
- Select the arrow next to the one you wish to view.
- Select how you wish to view your account e.g. PDF.
- The report will be available to view in your downloads.
- You will have to zoom out to view the report.
By checking your water statement details against your entitlements, you have a snapshot of actual usage to date from your last meter reading and your entitlement remaining for the season.

These reports can help you to monitor water use, compare usage across different seasons and evaluate the impact of changing on-farm practices.

For an example of a Water Usage Report see download the Online water statement factsheet.

More information
For more information about your water statement or if you are unable to access your water statement, please contact us on 1300 139 510.

How to enter your meter readings

Waterline allows you to manage your water allocation effectively and accurately. By getting rid of the ordered estimate section on your Water Usage Reports, you will have a better idea of your total water usage to date.

To enter your meter readings online:
1.    visit www.srw.com.au/worder/
1.    type in your user number and password
2.    Select “Meter Reading Entry”
2.    Select “Service Point” from the drop down list
3.    Select “Pick Date”
4.    Enter date of your meter reading
5.    Enter the time of your meter reading from the drop down boxes (hours and minutes)
6.    Select “Close”
7.    Enter your meter reading
8.    Select “Submit” to complete the process

To enter your meter readings by phone:
1.    Dial 1300 360 117 and follow the voice prompts
2.    Enter your user number then press #
3.    Enter your pin number then press #
4.    Enter 7 – to enter your meter readings
5.    Select 1# “Enter Meter Reading”
6.    Select your service point
7.    Enter time then press #
8.    Enter date then press #
9.    Enter reading then press #
10.    To log meter reading enter 1#
11.    To replay this meter reading enter 2#
12.    To discard this meter reading enter 0#

More information
For more information about metering or if you are unable to enter your meter read, please contact us on 1300 139 510.

Deliveries during high water demand

A change of weather from wet early summer conditions to hotter, drier conditions, and high water availability among our customers can lead to continued high water demand.

There are longer wait times during dry conditions, with our system running at maximum capacity. We understand longer wait times can be frustrating for those impacted and can provide confidence we are running the system at maximum capacity.

The Macalister Irrigation District peak demand factsheet provides information on water deliveries, what we’re doing to deliver the best outcomes, how we can work together to make things easier for everyone, and the details for Macalister Customer Consultative Committee (MCCC) members you can talk with to share ideas.

We have a dedicated irrigation planning team who actively monitor our system 24 hours a day during the irrigation season.

If you have trouble securing orders due to system capacity constraints, our planners will work with you to find availability within the channel as best they can.

Water order notifications