Frequently asked questions

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 recycled water agreement.

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.