Changes for residential customers
On this page
We've upgraded our billing and payment systems.
This includes a new look bill and online account to make paying your bill and managing your account easier. You'll also get a new 10-digit account number. Reference numbers have changed for some customers using BPAY or Post Billpay.
Our aim is to make paying your water bill something you never have to think twice about.
What's changed in 2024
Read more about what's changed below.
Changes to your bill
- Your new look water bill that's easier to read and understand.
- You'll get a new 10-digit account number on your new look bill.
- Reference numbers and the biller code have changed for some customers using BPAY or Post Billpay.
- If you currently pay a parks charge, we'll bill this quarterly from 1 July 2024 instead of collecting it as an annual charge, helping to even out your bills. Some property owners who are not connected to our water system will continue to receive the parks charge annually.
Paying your bill
- We've started phasing out cheque payments. To help prepare for the Australian Government's decision to phase out cheques in the next few years, we're encouraging customers to use more secure forms of payment. These include online, BPAY and direct debit. This helps to keep your personal and financial information safe. Please see your bill for all payment options.
Direct debit changes
- Depending on the location of your property, you may notice a change in bank ID on your statements. There will be no impact to your payments. Visit our direct debit webpage to access your current service agreement.
- If you're paying for more than one property using direct debit, your bank statement will have a line item for each account, with the different account numbers.
Managing your account online
- Your new online account, My GWW, will give you more control and flexibility to manage your account securely online at any time.
- We've introduced multifactor authentication for My GWW to protect your personal and financial information.
- My Account and My Water, have been permanently closed.
- Learn more about how to register for My GWW
Billing frequency
- In 2023, we aligned our customers onto a quarterly billing cycle with 21 days to pay. If you were already receiving a quarterly bill, there was no change to your billing cycle or payment period.
- Due to technical issues with our new billing system, some customer bills have been delayed. View Billing delays for more information.
New prices support Melbourne’s growing west
In June 2024 the Essential Services Commission released their final decision on GWW’s price submission, with new prices coming into effect from 1 July.
The price submission outlines the services we will provide, the investments we will make and the prices you will be charged between 2024 and 2028.
As the first price review since GWW was formed in 2021, this plan sets solid foundations for growth, and makes the long-term investments needed for the west to thrive.
Keeping your account information safe
Report unusual texts or emails branded as GWW so we can investigate.
We’re always working to protect your personal information, and we need your help to recognise and avoid scams too.
Always go through trusted channels to make a payment or changes to your account.
If you receive unusual or unexpected communication from us, you can confirm the information by calling 13 44 99.
Learn more about protecting your Greater Western Water account.
