FAQs

GMB Water is a wholly owned, section 42, of the Mount Barker District Council established to assist in the future management of the Council wastewater and recycled water service, the largest local government service of its kind in South Australia. 

In order to most effectively and efficiently manage the increasing scale, complexity and regulatory requirements of its wastewater and recycled water service, Council identified a need for ongoing specialist expertise outside the scope of Council’s traditional services and operations.

Under the subsidiary model, Mount Barker District Council retains ownership and full control of its wastewater and recycled water infrastructure, assets and service, as well as oversight of the Board.

Council has stablished a skills based Board to manage GMB Water and deliver performance objectives set by Council

There are seven members of the GMB Water Board, information on the Board members can be found here.

A final Mount Barker Region Wastewater Utility Charter was endorsed by Council at its November 2025 meeting. This Charter sets out how the subsidiary will be established, how much authority Council gives to the Board, how Council decides who sits on the Board, and what reporting obligations the Board has. 

GMB Water currently provides the following services:

• Wastewater Service - collection, treatment, storage, distribution and disposal (including by sale of recycled water) of wastewater, via a community wastewater management scheme (CWMS) or sewer scheme.
• Bore water supply – service for the extraction and supply of ground water from aquifers to customers
• Recycled water supply – service for the supply of recycled water, that is water reclaimed from wastewater, for beneficial use by customers
• Trade Waste Service – service for the collection, treatment and disposal of any liquid wastewater from a food business or industrial entity that enters the wastewater system

GMB Water currently provides wastewater services to customers in Mount Barker, Littlehampton, Nairne, Brukunga, Meadows, Macclesfield and Echunga 

In addition, bore water and recycled water services are provided to some customers Meadows, and recycled water schemes provide recycled water for use by Council to irrigate parks, gardens and recreation grounds, and to primary producers and industry.

There are multiple ways to contact the Mount Barker District Council:

• In person at their offices at 6 Dutton Road, Mount Barker, SA 5251 between 9am and 5pm, Monday to Friday (excluding public holidats)
  • By mail at PO Box 54, Mount Barker 5251
  • By phone on 08 8391 7200
  • By email at council@mountbarker.sa.gov.au
  • Completing the Online Complaint/Request/Feedback Form
  • Downloading the free My Local Services app to report issues that require council attention

Our website and social media platforms are kept up to date with information on upcoming planned works and outages and also send information to affected customers by mail ahead of any major projects or works. You can also request to receive updates via email on our home page.

We keep our website and social media channels up to date with information on projects planned or underway. There are usually a number of wastewater and recycled water works happening around the area at any time. If you would like additional information on any project please contact us at customerservice@gmbwater.au or via the ‘Contact Us’ page and one of the team will get in contact with you. You can also request to receive updates via email on our home page.

You can report an issue or fault here or contacting us on 08 8188 9300 or customerservice@gmbwater.au.

We don't wish to stop customers from improving their homes, but it is important if you are planning to extend your house or build a shed, or any other structure, that any of our infrastructure that runs through your property is protected from damage and remains accessible in case we need to carry out maintenance if you are planning to extend your property.

Please contact us before going ahead with any extension plans so we can check on the location of our pipes before you start your building work.

Sewer blockages usually occur when there is something restricting proper flow in wastewater pipes. Common causes include:

• tree roots
• fat, oil or grease build-ups
• foreign objects
• sewer line collapse.

Common signs your drains are blocked include:

• Slow drainage: Sinks, toilets, or baths that take longer than usual to empty.
• Gurgling noises: Your toilet or floor drains may make strange sounds.
• Overflowing water: Toilets may overflow, or wastewater can emerge from outdoor drains.

Persistent issues: If any of these signs occur at the same time in multiple areas in your house or property, it might indicate a severe blockage.

In rare cases, sewer blockages can result in sewage overflows in or near your property.

If you're experiencing a sewer issue or drain blockage, follow these steps:

1. Find out where the blockage is - Where the blockage is determines who needs to fix the issue.
2. If you think it is a blockage within your pipes, we suggest you contact a local licensed plumber to investigate further. You can find a local licensed plumber who is also a member of the Master Plumbers Association on 8292 4000

You can prevent future blockages by:

• properly disposing of waste, including only flushing the three p’s down the toiler (paper (toilet), pee or poo).
• avoiding planting trees near pipes.
• and using strainers to trap food waste.

We also recommend not using your household appliances such as washing machines while you are experiencing drainage issues.

If you think it is a blockage on the public side, if the blockage is in the public wastewater system, it's our responsibility to fix it. You or your plumber can contact us to report the problem here or on 08 8188 9300. We will ask you some questions to work out the likely location and cause of the problem, then will organise someone from our team to attend the property and clear the blockage.

What items should not be flushed down the toilet?

The only things safe to flush are:

• Pee, poo, and toilet paper (the three Ps).
• Products with proof they’ve passed the Australian and New Zealand Flushable Products Standard, AS/NZS 5328:2022.

Items you shouldn’t flush include:

• Wet wipes (that don’t meet AS/NZS 5328:2022)
• Baby wipes
• Tissues.
• Condoms.
• Tampons, pads, and other hygiene products.
• Hair and nail clippings.
• Pet poo

These items don't break down in water and often cause blockages in home plumbing and sewer systems, leading to costly repairs and environmental damage.

What shouldn’t go down your sink or drains?

• Cooking oils, fats, and greases.
• Coffee grounds and tea leaves.
• Food scraps like pasta, cereal, and eggshells.

Instead, dispose of:

• Small amounts of oil by soaking with paper towels and placing them in the compost or general waste bin.

• Larger amounts of oil put in a plastic container or jar with a lid and then in the general waste bin.

   

These substances can harden in pipes, creating blockages by binding with other waste products like wet wipes, and causing sewer overflows.

Why is it important to follow these guidelines?

• Prevent Blockages: Non-flushable items and oils congeal in pipes, leading to costly blockages inside homes and public sewer systems.
• Environmental Protection: Blockages and overflows can contaminate local water bodies, harming wildlife and the environment.
• Limit wastewater overflows keeping pipes clear reduces the risk of sewage backflows into homes, streets, and yards.

Following proper disposal guidelines helps maintain the health of our wastewater network and prevents the need for expensive repairs and environmental remediation efforts.

The Septic Tank Desludge Program is the periodical cleaning or desludging of all septic tanks connected to the GMB Water’s Community Wastewater Management System (CWMS). This is essential to prevent plumbing maintenance costs associated with blocked drains, both on your property and to Council's infrastructure.

Every five years. The cost of this service is incorporated into the annual wastewater charge included on your rates notice. If the septic tank is not emptied as scheduled, the property owner may be required to engage a contractor at their own cost to empty the tank or repair any blocked drains between scheduled services.

You can contact us at customerserivce@gmbwater.au. 

If you have not received a letter from Veolia advising when they will be in your area please contact Veolia on 08 8398 2484.

Septic tank issues usually occur when there is something restricting proper flow in into the septic tank, correct operation of the septic tank or something restricting flow out of the septic tank to our network. Common causes include:

• tree roots
• fat, oil or grease build-ups
• foreign objects
• sewer line collapse.

Common signs your drains are blocked include:

• Slow drainage: Sinks, toilets, or baths that take longer than usual to empty.
• Gurgling noises: Your toilet or floor drains may make strange sounds.
• Overflowing water: Toilets may overflow, or wastewater can emerge from outdoor drains
• Standing water or damp spots near the septic tank.
• Bad odors around the septic tank.
• Bright green, spongy lush grass over the septic tank, even during dry weather.

If you're experiencing a septic tank issue, follow these steps:

1. See if you can simply diagnose where the issue is - Where the issue is determines who needs to fix the issue.
2. If you think it is a blockage within your pipes, we suggest you contact a licensed plumber to investigate further. You can find a local licensed plumber, who is also a member of the Master Plumbers Association, at www.mpasa.com.au/unblock or by calling 8292 4000

You can prevent future blockages by:

• properly disposing of waste, including only flushing the three p’s down the toiler (paper (toilet), pee or poo).
• avoiding planting trees near pipes.
• and using strainers to trap food waste.

Veolia are the contractor engaged by GMB Water to undertake the pump out or desludge of septic tanks.

1. If possible check a multiple taps connected to the recycled or bore water supply - If only some taps aren't working, it could be an isolated issue. In this case, contacting a plumber might help.
2. Ensure your water meter or supply point isn’t turned off. It might seem unusual but it's worth double-checking. Water meters or supply points are typically found in a few common areas, often in the front of a property near the boundary with the street, driveway, or nearby pathways.
3. If it’s neither of the issues above call us on 08 8188 9300 or report an issue here.

If you notice any unusual changes in your water, such as:

• Odour: A strange or strong smell coming from your recycled or bore water.
• Cloudy water: Water that continues to appear cloudy or milky after the tap has been running for a couple of minutes.
• Dirty water: Water from the tap(s) connected to the recycled or bore water supply appears dirty, not clear.
• Health concern: You have reason to believe the water is a health concern for other people, animals or plants.

These are potential indicators of water quality issues and you should call us on 08 8188 9300 or report an issue here. 

If you're experiencing issues with your water meter, such as unusual noises, visible damage, or leaks, follow these steps to help you determine when and how to address these issues.

My water meter is making unusual noises. What should I do? 

If your meter is making unusual or loud noises, it could indicate a problem. Here's what you can do: 

• Check for loose connections: Ensure the pipes near the meter aren’t loose or vibrating.
• Listen closely: If the noise is persistent or getting louder, it could be a sign of a pressure issue or a faulty meter

If the noise continues or you’re unsure, report the issue online or call us on 08 8188 9300 or report an issue here.

What should I do if my meter is damaged?

A damaged meter can affect both your water supply and billing. Here's how to proceed:

• Check the meter: Check for visible cracks, dents, or other signs of damage.
• Is the damage affecting water supply? If you notice lower water pressure or disruptions in supply, the damage may be more serious.
• When to report: If the meter is visibly damaged, report it immediately through by calling us on 08 8188 9300 or report an issue here to prevent further complications.

How do I check for a slow leak at the meter?

A slow leak can result in higher water bills and wasted water. Here's how you can check:

• Turn off all water at your property connected to the recycled or bore water supply: Ensure no water is being used (taps, appliances, etc.).
• Check the meter dial: If the numbers on the meter dial are still moving when no water is in use, there may be a leak.
• When to report: If you detect a leak at the meter, especially if it's small, you can report it by calling us on 08 8188 9300 or report an issue here to prevent further complications.

Don’t worry—you won’t be charged for water that leaks before it passes through the meter.

When should I report a water meter issue?

You should report a meter issue when you experience any of the following:

• Unusual noises: Persistent, unexplained noises that don’t go away after checking for loose pipes.
• Visible damage: Cracks, dents, or breaks in the meter or associated pipes.
• Leaks: Any visible leaks around the meter or an indication that the meter is registering water use when none is being used.

Water meters are the property of GMB Water, and we are responsible for fixing and replacing damaged and fault water meters.

Will I be charged for water lost due to a leak at the meter?

If the leak occurs at or before the meter (on the tap side or supply side), you will not be charged for the water loss. The meter only records water that passes through it, so any leaks on the supply side won’t affect your bill.

However, if the leak is not on the tap side (after the water passes through the meter), the water usage will be recorded, and you will be charged for that water.

If you're experiencing issues with your water meter, such as unusual noises, visible damage, or leaks, follow these steps to help you determine when and how to address these issues.

My water meter is making unusual noises. What should I do? 

If your meter is making unusual or loud noises, it could indicate a problem. Here's what you can do:

• Check for loose connections: Ensure the pipes near the meter aren’t loose or vibrating.
• Listen closely: If the noise is persistent or getting louder, it could be a sign of a pressure issue or a faulty meter.

When to report: If the noise continues or you’re unsure, report the issue online or call us on 08 8188 9300 or report an issue here for assistance.

What should I do if my meter is damaged?

A damaged meter can affect both your water supply and billing. Here's how to proceed:

• Check the meter: Check for visible cracks, dents, or other signs of damage.
• Is the damage affecting water supply? If you notice lower water pressure or disruptions in supply, the damage may be more serious.
• When to report: If the meter is visibly damaged, report it immediately through by calling us on 08 8188 9300 to prevent further complications.

How do I check for a slow leak at the meter?

A slow leak can result in higher water bills and wasted water. Here's how you can check:

• Turn off all water at your property connected to the recycled or bore water supply: Ensure no water is being used (taps, appliances, etc.).
• Check the meter dial: If the numbers on the meter dial are still moving when no water is in use, there may be a leak.

When to report: If you detect a leak at the meter, especially if it's small, you can report it by calling us on 08 8188 9300 to prevent further complications.

Don’t worry—you won’t be charged for water that leaks before it passes through the meter.

When should I report a water meter issue?

You should report a meter issue when you experience any of the following:

• Unusual noises: Persistent, unexplained noises that don’t go away after checking for loose pipes.
• Visible damage: Cracks, dents, or breaks in the meter or associated pipes.
• Leaks: Any visible leaks around the meter or an indication that the meter is registering water use when none is being used.

Water meters are the property of GMB Water and we are responsible for fixing and replacing damaged and fault water meters.

Will I be charged for water lost due to a leak at the meter?

If the leak occurs at or before the meter (on the tap side or supply side), you will not be charged for the water loss. The meter only records water that passes through it, so any leaks on the supply side won’t affect your bill.

However, if the leak is not on the tap side (after the water passes through the meter), the water usage will be recorded, and you will be charged for that water.

Some leaks are quite easy to see or hear. Like a dripping tap, a leaking toilet or new wet patch on your lawn. Other leaks are not as easy to spot, and you may not notice it until your next water bill.

What are some common signs of a water leak?

Leaks can happen inside or outside your home, and knowing the signs can help you catch them early:

• Outside: Look for damp soil, unusually green patches of grass, or wet paths on brickwork or concrete.
• Inside: Damp, warped, or discoloured walls, floors, or carpets can indicate a hidden leak.
• Appliances: Watch for drips from your hot water system, evaporative air conditioner, or water pooling under the dishwasher or in cupboards.
• Toilet cistern: A running toilet can waste up to 260 litters of water a day. Add food colouring to the cistern, and if it shows up in the bowl without flushing, you have a leak.

Some concealed leaks can have an impact on your next bill.

Water pressure can vary depending on several factors, including:

• Your location on a hill (pressure may differ at the top versus the bottom).
• Distance from the nearest storage tank, or water main.
• Planned maintenance works or unexpected issues such as main breaks.
• It’s normal for water pressure to fluctuate due to differences in terrain and infrastructure.

What should I do if my water pressure is too low?

Check, or ask a plumber to check your property’s plumbing:

• Ensure the internal stop tap is fully open (if installed).
• Inspect for a faulty Pressure Limiting Valve (PLV).
• Look for possible leaks. 

Check for outages:

• Visit the faults and outages page for any current or planned disruptions in your area.
• If you have had an outage in your area, wait for the pressure to return to normal levels once you are notified the outage is resolved.

If the issue persists, you can report a fault by calling us on 08 8188 9300 or report an issue here. 

What should I do if my water pressure is too high?

Sometimes high-water pressure or a sudden change in water pressure due to maintenance work can result in a hammering noise in your pipes. If you have had an outage in your area, wait for the pressure to return to normal levels once you are notified the outage is resolved.

Where is my water meter usually located?

Water meters are typically found in a few common areas:

• Residential properties: Often in the front yard, near the boundary with the street, driveway, or nearby pathways.
• Rural properties: Near the main access road or property entrance, sometimes near boreholes or tanks.

There are lots of different types of meters and they may have been installed differently depending on the property. Some may be housed in a plastic or metal lid box, flush with the ground surface, others sit above the ground and are quite easy to see.

What should I do if I can't locate my water meter?

• Check around the perimeter of your property, especially near fences, driveways, or garden edges.
• Look for meter covers or small lids
• Ask neighbours with similar properties to show you where their meter is.
• Contact us for guidance or a map of the meter location on your property.

Can I carry out a leak repair myself?

Yes - all the pipework within the boundary of your property is your responsibility to maintain, and you are free to carry out any repairs yourself or arrange for someone else to do the work for you.

GMB Water charges the following fees and charges:

• Annual Service charges for CWMS, Sewer, Bore Water and residential recycled water supply in Meadows which are included on the Mount Barker District Council rates notices
• Non-residential recycled water charges billed twice per year based on volumetric use of recycled water for irrigation and other activities
• Infrastructure fees for new connections to GMB Water wastewater networks
• Trade Waste charges for liquid waste, from food businesses and other industrial entities, discharged into the GMB Water wastewater system.

More information can be found here.

There can be a number of reasons your water bill might be higher than expected. Here are a few things you can check:

• Your meter reading:  Ensure that the meter reading on your bill matches the reading on your water meter.
• Compare water usage: Look at your water usage for the same period in previous years. Water consumption often fluctuates depending on the season.
• If it has been a drier summer, customers may use extra water because of this.
• The billing period: Compare the number of days in your current billing period with previous periods, as longer billing cycles can increase the total amount.

Please contact a licensed plumber.

If paying your bill by the due date will be difficult, please reach out to us on 08 8188 9300 for support.

If you are connected to our wastewater network your wastewater service charges are included on the rates notice you receive from Mount Barker District Council and are included in the blue box.

If you are not connected to our wastewater service, and our infrastructure does not run past your property, you will not receive a wastewater service charge.

We read residential recycled water meters every 6 months, and non-residential water meters every month or as per your contract.

If you hold a government concession card or are assessed as having a low income, you may be eligible to claim a water and sewer concession.

How can I check if I’m eligible?

The Department for Human Services manages these concessions. You can check your eligibility in the following ways:

• Online: Visit their website to check your eligibility quickly.
• Phone: Call the Concessions hotline at 1800 307 758 or use the TTY service (teletypewriter) at 8226 6789 for assistance.

If you qualify, this can help reduce the cost of your water and sewer services.

GMB Water is committed to assisting customer who are experiencing financial hardship to manage their payment in a manner that best suits the customer whilst ensuring continuity of services. To do this we will:

• Provide customers with the ability to pay their bills by instalments or through flexible payment arrangements
• Offer customers the ability to make payments toward future bills, grant payment extensions and agree to having bills redirected to another person (where that person has agreed)
• Inform customers about, and assess their eligibility for, our Hardship Program if requested.

To find out more, or obtain a copy of our Hardship Policy, please contact us on 08 8188 9300 or customerservice@gmbwater.au.

For properties without service connections but where there is GMB Water infrastructure, either domestic recycled water or sewerage (CMWS or sewer), adjacent to the property, the Local Government Act 1999 (SA) allows us to recover a “service availability charge” which you are required to pay whether you are connected to the infrastructure or not.

When money is tight, committing to a payment plan can feel overwhelming. The key is to find an amount that fits your budget - while keeping up with essential expenses and choosing a way to pay that works for you.

Step 1: Work out what you can afford to pay

If you're not sure how much you can afford to pay, the National Debt Helpline has guidance to help you work it out.

Moneysmart has a range of helpful tools, like the Budget Planner and the Simple Money Manager, to help you map out your income and expenses in a way that makes sense for you.

They also have support for accessing financial tips in various languages.

Step 2: Break down your bill into manageable payments

You can break down your total bill into smaller, manageable amounts by dividing it by the number of weeks, fortnightly, or months you want to spread it over.

Step 3: Setup a regular payment system that works for you

Once you've broken down your bill into manageable parts, setting up a payment arrangement can help you stay on track. Choose the option that works best for you, and reach out for help if you need it.

Getting more support

If you need more help, you can call us on 08 8188 9300. We can work with you to develop a payment plan that suits your own personal circumstance and needs.

If you need more financial help, free financial counselling services are available through the National Debt Helpline. You can call them on 1800 007 007 or you can find a counsellor near you using their interactive map.

Financial counsellors offer support without judgment and can help you with budgeting, managing your spending, and finding options to better manage your finances.

There are multiple ways to contact the Mount Barker District Council:

• In person at their offices at 6 Dutton Road, Mount Barker, SA 5251 between 9am and 5pm, Monday to Friday (excluding public holidays)
• By mail at PO Box 54, Mount Barker 5251
• By phone on 08 8391 7200
• By email at council@mountbarker.sa.gov.au

The Local Government Act 1999 (SA) allows us to recover a “service availability charge” which you are required to pay whether you are using the service or not.

Tenants do not have an individual account with us. Instead, we send bills and/or rates notices directly to the landlord (property owner) or the managing agent.

As a tenant, you may be responsible for paying for your usage and service charges. Your landlord or managing agent will explain your payment responsibilities as part of your lease agreement. For more information about your rights and responsibilities, visit the sa.gov.au website. This website outlines what tenants are legally required to pay and provides details on fees and charges that landlords can pass on.

When you purchase a property that’s already connected to our infrastructure, there’s no need to notify GMB Water. Your details will automatically be updated in our system through the Lands Titles Office, and you’ll be recorded as the new account holder.

If you sell a property, you’re responsible for all rates and charges up to and including the settlement date. After settlement, the responsibility transfers to the buyer.

If your property has a recycled water or bore water connection your conveyancer will arrange a special meter reading, and as part of the property settlement, they’ll adjust the water usage based on the daily average from our last meter reading up to the settlement date. The adjusted water usage charge will appear on your next bill when we perform the next meter reading.