Support programs and grants

Family and domestic violence support

The safety of our customers and employees is absolute. Providing respectful and confidential help for those impacted by family and domestic violence is part of our commitment to our customers. This includes:

• keeping your account information and data secure
• supporting you with financial assistance and other community care options
• ensuring you only explain your situation once, without need to provide proof.

Call our Community & Care team on 13 44 99 to have a safe and respectful conversation with one of our dedicated and trained team members. Read our Family and Domestic Violence Policy.

Customer Support Policy

We understand that our customers may sometimes experience financial difficulty and we have options available to support you. We can help you access concessions, utility relief grants and water efficiency programs. You can read about our support options in our Customer Support Policy.

Hardship grants

If you are experiencing extreme financial difficulties, you may be eligible for direct financial assistance to help reduce overdue payments on your water bills.

Call our Community & Care team on 13 44 99 to find out how to access hardship help.

Utility relief grants

If you’re in a low-income household and experiencing financial difficulty, a utility relief grant might help you pay your overdue water bill.

The Department of Families, Fairness and Housing (DFFH) runs these grants, sets the criteria and assesses all applications. 

We can help you apply for a grant if have an account with us for a property that is the main place you live. You can be a homeowner or a renter.

How much is the grant?

The amount of the grant depends on how much you owe on your water bill and your reasons for applying.
The most you can get is $650 for each utility account (water, electricity, gas ) over a two-year period. 
The grant is for bills you have received and cannot pay without help.

Who can apply?

You can apply for a grant if you are a GWW account holder and you have one of these concession cards:
•    Pensioner Concession Card
•    Health Care Card
•    Veteran’s Affairs Gold Card.
You can also apply if you don’t have one of these cards but you are part of a low-income household. 

What are the criteria for the grant?

You need to show us that you have no way to pay your water account without help based on your current financial situation and that your water service is at risk of being disconnected or restricted.

You also need to meet one of these criteria:
•    You or someone in your house has experienced family violence
•    Your household income has recently decreased (for example because of unemployment, reduced hours of work or relationship breakdown)
•    You’ve had high, unexpected expenses for essential goods or services (like a fridge or repairs to your car)
•    Your housing costs (mortgage or rent) are more than 30% of your household income

You only need to meet one of those four criteria. For example, if you have experienced family violence but your household income hasn’t decreased, you can still be eligible for a grant. You can also be eligible if you meet more than one criteria. 

How do I apply for the grant?

If you think you meet the criteria, call our Community & Care team on 13 44 99. We’ll ask you a few questions to check eligibility and can help submit the application for you.

The Department of Families, Fairness and Housing assesses all applications and decides if you get a grant and how much it is. While your application is being assessed, we’ll work with you to ensure your water account is supported.

For more information visit the Department of Families, Fairness and Housing website.

Water Assist program

Sometimes water bills can increase because of leaking pipes or appliances. The Water Assist Program is a funded plumbing program to help residential customers reduce water use and lower their bills.

Eligible customers are invited to receive a free household water audit by a plumber, who will check for leaks. If any leaks are found, the plumber can complete minor repairs up to a capped amount. Repairs may include adjusting leaking taps, replacing old shower heads or fixing inefficient toilets.

There is no cost and you can access the program once every two years.

Who's eligible?

Residential customers are eligible if they are:

• an owner occupier or a tenant of a property in the GWW service area
• experiencing high water usage or have a known water inefficiency at the property
• having difficulty finding and paying for a plumber
• having difficulty paying their water bill because of the cost of high water usage.

If you think you may be eligible, call our Community & Care team on 13 44 99 to apply for the Water Assist program.

One-off flood rebate

If your home was impacted by the October 2022 floods, you could be eligible for a rebate on your next water bill.

Your local council will carry out an individual Flood Impact Assessment (FIA) on your home. If you experienced flooding above floor level, you could be eligible for a rebate of up to $600.

If you are eligible, you don’t need to do anything to claim your rebate. It will be issued in either your November or January bill, depending on the timing of your FIA.

If you believe your property is eligible for the rebate but you have not received your rebate by January 2023, give us a call on 13 44 99.

Financial counselling

We can refer you to independent financial counsellors for free and confidential advice to help you manage your bills.

For more information visit Financial Counselling Australia or call 1800 007 007.

Community help and support

• Safe and Equal is the peak body for specialist family violence services that provide support to victim survivors in Victoria. Visit the Safe and Equal website or call 03 8346 5200.
• National Debt Helpline are professional financial counsellors who offer a free, independent and confidential service. Visit the National Debt Helpline website or call 1800 007 007.
• Safe Steps provide specialist support services for anyone in Victoria who is experiencing or afraid of family violence. Visit the Safe Steps website or call 1800 015 188 for immediate support, 24 hours a day, seven days a week.
• 1800 RESPECT offers counselling and support services for intimate partner and family violence. Visit the 1800 RESPECT website or call 1800 737 732 for support 24 hours a day, seven days a week.
• Women’s Information and Referral Exchange (WIRE) offers free support, referrals and information for women, non-binary and gender diverse people. Visit the WIRE website or call 1300 134 130.
• The Asylum Seeker Resource Centre provides support to people seeking asylum. Visit the Asylum Seeker Resource Centre website or call 03 9326 6066.
• Foodbank Victoria provide meals to Victorians in need through their charity partners. Visit the Foodbank Victoria website or call 03 9362 8300.
• Beyond Blue provides a safe and reliable place for people to access mental health information, advice and support. Visit the Beyond Blue website or call 1300 22 4636.