As part of the upgrades to our billing system, some customer details were migrated incorrectly. This has resulted in some bills being sent to outdated or secondary postal or email addresses. While we are actively working to correct affected records, this issue is ongoing, and some account information in our system may still be inaccurate.
To ensure your account details are up to date and help prevent your account information being sent to the wrong address, we strongly encourage you to log into My GWW and check your name, address and contact details are up to date.
Keeping your information current helps protect your privacy and ensures you receive important account updates.
We take your privacy seriously and will contact you directly if we believe your information has been shared incorrectly. We don’t hold any financial information or credit card details, so this information remains secure.
As soon as we identified this issue, we reported it to the Office of the Victorian Information Commissioner (OVIC) and we’re following their advice to make sure your data is secure.
If you’re expecting a bill and haven’t received it yet, or if you have any concerns about your account, please contact us. Our team is here to assist and provide any information you may need.
We’re working hard to resolve this issue and are making further improvements to prevent it from happening again.
If your request is urgent, call us on 13 44 99 and we'll make it a priority.
Our customer service team is experiencing higher than normal call volumes, which means there might be some wait times. We really appreciate your patience.
If you don't need immediate help, you can check if your question has already been answered on our billing delays information page or explore other ways to contact us - we're here to support you.
