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Supporting our customers through financial strain

We understand the significant financial strain some individuals, families and businesses may be experiencing over the coming months. We are committed to supporting our customers during this challenging time. If you are having difficulty paying your account please call us on 03 5051 3400.   You don’t have to do this alone.

If you would like to apply for our Financial Hardship Assistance Program CLICK HERE or call us on 03 5051 3400 for a confidential discussion

Financial Hardship Assistance

Our commitment to help you…

At Lower Murray Water, we understand that from time-to time our customers may experience financial hardship and may need additional assistance and flexibility.

Our Hardship Program identifies and assists vulnerable customers to manage their water costs and usage. Assistance is confidential, tailored to customers’ needs and is not means-tested.

How we can assist you…

Set up a payment plan – We’ll work with you to set up a payment plan so you can pay your bill in regular, affordable instalments. Should your circumstances change, we can adjust the amount of your agreed instalments with you. Setting up a direct debit from your bank account allows convenient payment of your bill in full or in instalments.

Need more time to pay?   Sometimes having a bit more time to pay your bill can help. Customers can apply for a payment extension past the due date depending on individual circumstances.

Free financial counselling service – Water charges are generally not the sole cause of financial hardship and customers are often faced with multiple competing debts. Financial counsellors can assist to manage finances more effectively and can represent customers in discussions with us. For a confidential discussion or to obtain a referral to a free financial counselling service, please contact your area office.

Pensions and concessions – Customers with an eligible concession card from Centrelink or the Department of Veteran Affairs can apply for a water and sewerage concession. To register for a concession phone us on 03 5051 3400.

Consider CentrePay – Pay your bill regularly with automatic deductions from your Centrelink benefits directly to us. Centrepay is a free, direct bill payment service for customers receiving benefits from Centrelink. Contact us to arrange this for you.

Government Assistance Program – We provide information on the Utility Relief Grant Scheme and other government financial assistance packages and can assist eligible customers to apply.

Advice on saving water?   We offer information and products to assist customers to achieve more water efficient homes and gardens – resulting in real savings on your water bill.

Community Water Rebate Program

The Community Water Rebate Program is a targeted water rebate program to assist vulnerable and hardship customers. The program includes a range of products and services to improve water efficiency in households.

The focus of the program is on helping vulnerable and hardship customers that cannot afford to improve the water efficiency in their home.

The Community Water Rebate Program aims to reduce costs for customers and help them avoid high bills in the future.  The program does not provide subsidies for bills but is to assist hardship and vulnerable customers to reduce water use and utility costs.

The funding for the program comes from Department of Environment, Land, Water and Planning.

For further information please contact us.

Family Violence

We acknowledge that family violence is a serious issue that poses a substantial risk to the health and well-being of our communities.  We actively endorse measures to support customers and staff experiencing family violence including their safety and confidentiality. Our commitment to supporting family violence victims includes:

All our employees are trained in family violence awareness

  • Provide family violence awareness training to all employees.
  • A Customer Support Team who will confidentially manage customers at risk due to family violence
  • All our managers are trained in recognising the signs of family violence and how to respond appropriately

Contact us on  5051 3400 (Mildura); 5036 2150 (Swan Hill); 5450 3960 (Kerang) and ask to speak to the Customer Support Team – your call will be kept private and confidential.

Our Customer Family Violence Policy provides more detail on our commitment and support to our customers, including a comprehensive Referral Guide where you can find other support both locally and nationally.