We are pleased to welcome customers and visitors to our offices for face-to-face service.
Our customer service teams are on site to assist you Monday to Friday (except public holidays) from 8:30am to 4:30pm at our Mildura and Swan Hill offices, and from 8:30am to 12:30pm at our Kerang office.
Our staff continue to adhere to COVIDSafe requirements, in line with the Victorian Government public health advice. Staff available on site may be limited, however all services remain available over the phone and online.
Our online water ordering site remains available and you can login with your outlet number and pin code here.
Contact tracing measures are in place at all Lower Murray Water (LMW) offices, please follow the instructions upon arrival to sign in. A fitted face mask must be worn indoors at all times, unless you have an exemption.
You may continue to see our crews in the community as they undertake planned maintenance or emergency works. All Lower Murray Water staff follow strict hygiene and physical distancing measures to ensure their safety and the safety of those around them.
We request electronic payments only. Cheque payments will still be accepted however, processing times may be delayed by up to two business days. Cash will not be accepted at LMW offices.
If you need to make a cash payment, you may visit your nearest Australia Post outlet.
Customers, including plumbers and developers, are still required to schedule an appointment for new developments or complex enquiries by contacting our Customer Teams.
You can contact our Customer Teams on 03 5051 3400 between 8:30am and 4:30pm or after hours on 1800 808 830.
COVID Safe Plan
A COVID Safe Plan has been developed which outlines the actions we are taking to mitigate the introduction and spread of coronavirus (COVID-19). You can view or download the COVID Safe Plan below.
Financial hardship assistance
We understand the significant financial strain some individuals, families and businesses may be experiencing and we are committed to supporting our customers during this challenging time. For more information about our Financial Hardship Assistance Program, click here.
The situation in Victoria is changing rapidly so it’s important to keep up to date with the latest advice from the Victorian Government.
To stay informed, visit vic.gov.au/Coronavirus.
COVID-19 wastewater surveillance program
The Department of Health and Human Services is overseeing the Victorian wastewater surveillance program with support from Victorian water utilities in the collection of wastewater samples.
Who has been responsible for the development of the laboratory testing methods?
The testing methods were developed through the Collaboration on Sewage Surveillance for SARS-CoV-2 (ColoSSoS) project, led by Water Research Australia. Multiple laboratories and researchers have been involved including Australian Laboratory Services (ALS), The University of Melbourne, Melbourne Water, Monash University, Victorian Infectious Disease Reference Laboratory (VIDRL), Walter and Eliza Hall Institute (WEHI), SA Water and Sydney Water.
Why is Lower Murray Water taking samples of wastewater to test for fragments of coronavirus (COVID-19)?
Lower Murray Water (LMW) is participating in a national research program to track and monitor the presence of the virus that causes coronavirus (COVID-19) in the sewerage network. This will help to provide information on where it may be present in the population. LMW is sending samples taken at least weekly from the Mildura, Koorlong and Swan Hill Wastewater Treatment Plants for testing at laboratories in Melbourne.
Can wastewater testing provide an early warning or early detection of coronavirus (COVID-19)?
In areas where there are no known active or positive cases of coronavirus (COVID-19), a positive wastewater testing result may provide an early warning and indicate there may be members of the community (including visitors) who have not been diagnosed but may have recently had coronavirus (COVID-19).
What are the samples used for?
The samples will be tested for fragments of SARS-CoV-2, the specific virus that causes coronavirus (COVID-19). The samples will help health officials identify if it is present in communities, specifically where these communities currently have no known cases of coronavirus (COVID-19). Depending on the location and context, this can prompt increased or targeted wastewater testing, as well increased or targeted public health advice for individual testing and other protective measures.
Can I get coronavirus (COVID-19) from wastewater?
No. There’s no evidence that the virus can be transmitted through wastewater, either before or after treatment. The viral fragments that are identified during the laboratory testing process themselves are not infectious.
What precautions are Lower Murray Water taking in its work with wastewater?
All work with wastewater is always carried out under the strictest safety conditions. All of our workers, including our wastewater workers, are operating under a COVIDSafe Plan that includes full and appropriate personal protective equipment when handling wastewater.
How can coronavirus (COVID-19) be detected in wastewater?
People who have had coronavirus (COVID-19) may shed the virus or virus fragments on used tissues, off their hands and skin when washing, and in their stools. The virus breaks down and viral fragments enter wastewater through bowls, sinks, drains, and travels through the sewerage network.
Who is coordinating the national wastewater surveillance research program?
The program is being coordinated by Water Research Australia. Water Research Australia is working with national experts in health, microbiology, laboratory testing, and wastewater-based epidemiology. They are also liaising with state and territory health authorities to develop wastewater surveillance as a complementary tool to assist health departments with the early detection of undiagnosed cases of coronavirus (COVID-19).
Is Lower Murray Water conducting the testing of the samples?
No. Lower Murray Water is collecting the samples – the testing itself is being conducted at laboratories in Melbourne as directed by the Department of Health and Human Services.
Are other water utilities involved in this program?
Yes. Water utilities across Australia are involved in the program. The significant contributions from water utilities are critical to the success of this program. Water utilities are best placed to understand the finer details of their sewer networks. They are also working collaboratively with the Department of Health and Human Services and the wider water sector to support the design of the sampling program and the logistics of delivering samples to laboratories for testing.
How are sample sites chosen?
Testing for SARS-CoV-2 fragments in wastewater is a specialised test and is not routinely available. The current sampling locations have been decided by the Department of Health and Human Services. Sampling sites are chosen based on a number of factors, however the main aim is to sample from sites that will provide the most useful data in the context of the Victorian response to the coronavirus (COVID-19) pandemic.
Where can I find more information about the program?
For more information, please visit: www.waterra.com.au/research/communities-of-interest/covid-19/ or the the department’s website: www.dhhs.vic.gov.au/wastewater-testing-covid-19
Who do I direct media queries to?
For queries relating to the national ColoSSoS project, please refer to Water Research Australia: Kathryn.firstname.lastname@example.org.
For queries relating to Victoria’s involvement and interpretation of results, please refer to the Department of Health and Human Services Media Unit: email@example.com.