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Hardship Service Standard
A customer experiencing financial hardship is someone who intends to pay, but who does not have the financial capacity to make the required payments within the timeframe set out in the water businesses’ payment terms.

GMW has developed hardship guidelines to allow access to flexible and convenient payment options for all GMW customers regardless of their financial position

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* 1. Is the current process for accessing payment options and hardship fair and reasonable?

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* 2. Do we need to change the way our customers access our payment options and hardship, If so what are the key indicators of hardship?

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* 3. Are the payment terms and options available suitable?

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* 4. Can there be any relationship to the timing of when customers receive payments for crops, product or stock?

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* 5. For elderly or pensioned customers, can GMW look to accumulating a charge over land that is payable on sale or probate (meaning small non-commercial customers would not pay for fixed charges until they sell or their estate is administered)

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* 6. What else can GMW do to support its customers during tough times?

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* 7. Postcode

For further information or to submit any further suggestions please email us at YourSay@gmwater.com.au.

Goulburn-Murray Water protects your privacy by collecting and handling your personal information in accordance with the requirements of the Privacy and Data Protection Act 2014 (Vic). We may collect personal information, where you choose to provide it to us, for the purposes of contacting you regarding the Have your say @ GMW survey. If you do not provide us with your personal information, we may not be able to keep you updated. Information collected is usually disclosed to relevant GMW staff. You may gain access to and correct your personal information under the Freedom of Information Act 1982 (Vic). For further information, please refer to our Privacy Policy at www.g-mwater.com.au/privacy

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