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 can help.

Run by the Department of Families, Fairness and Housing (DFFH), this grant helps people in financial crises.

You can apply if you are at risk of disconnection or restriction of your electricity, gas or water supply.

How much is the grant?

Each grant is based on how much money you owe when you apply. The maximum amount granted is $650 on each utility account. The grant will help you with bills you have already received and cannot pay without help.

Who’s eligible?

Eligibility for the grant is based on the criteria set out by the DFFH.

Eligible customers include concession card holders and low-income earners. To be eligible, you must:

• be the account holder named on the Greater Western Water account or an authorised party
• be applying for assistance for your primary place of residence 
• have an amount owing on your account that you are unable to pay
• have experienced a recent decrease in your household income over the past 12 months
• have unexpected expenses for essential items
• have housing costs that are more than 30% of your household income.

You'll also need to confirm that you don't have enough savings to pay the account balance. This information is used by the DFFH to work out if you have the funds to pay for your bills.

You'll also be asked if you have experienced family violence.

If you think you meet the criteria, call our Community & Care team on 13 44 99 and they will help you with your application. We can help to submit the application on your behalf if we believe you are eligible. All applications are assessed and grants are awarded by the Department of Families, Fairness and Housing. 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.