North East Water works together with Goulburn-Murray Water, and the North East Catchment Management Authority to manage water resources for communities in north-east Victoria.

North East Water

• Role: Urban water retailer
• Responsibilities:
  • Supplies drinking water and provides sewage and wastewater services to customers in towns and cities. Learn more about our water and treatment services here.
  • Services an estimated 118,000 people in 39 towns across north-east Victoria.
  • Maintains the infrastructure to deliver water to homes, businesses, and public spaces.

Goulburn-Murray Water (GMW)

• Role: Bulk water supplier and rural water authority
• Responsibilities:
  • Manages bulk water storage, delivery, and irrigation services for agriculture, towns, and the environment.
  • Operates dams, weirs, and irrigation systems.
  • Supplies water to urban water corporations (like North East Water) and rural customers (farmers and irrigators).

North East Catchment Management Authority (NECMA)

• Role: Environmental land and waterway manager
• Responsibilities:
  • Protects and manages river health, catchments, and natural resources in north-east Victoria.
  • Works on projects related to erosion control, waterway restoration, and biodiversity conservation.
  • Collaborates with landowners, government agencies, and communities to maintain healthy landscapes.

Council's role:

Councils are responsible for approving planning permits for land use changes or development. These planning permits are referred to various authorities, including water authorities, for comments or additional conditions regarding water and sewerage serviceability.

Councils in our service region:

• Alpine Shire
• Benalla Rural City Council
• Indigo Shire
• Moira Shire
• Towong Shire
• Rural City of Wangaratta
• City of Wodonga

North East Water's role

• Undertake master planning for key cities and towns based on growth projections from Councils, aligning with state housing targets.
• Plan and build major treatment infrastructure, trunk pipelines and pumps.
• Plan for long-term extension of water and sewer networks (up to 50 years).
• Ensure future capacity and efficient infrastructure rollout.
• Process planning permits for developments and approve connections to provide water and sewer services.
• Deliver services, including maintaining pressure standards, once houses are connected.

Developer's role

• Design and build subdivisions including water and sewage infrastructure.
• Responsible for compliance with water and sewerage codes, including pressure requirements.
• Hand over compliant water and sewage reticulation infrastructure to North East Water once sub-division is complete.

Our staff are local people based throughout the north-east region. Our operations teams manage water and wastewater treatment, infrastructure repairs, maintenance and upgrades in all our serviced towns. Our customer service team, based at our head office in Wodonga, has extensive knowledge of all the towns we serve.

At North East Water, we use a variety of communication methods to keep our customers informed and engaged.

• Telephone: Our contact centre provides direct support and assistance.
• Letter: We deliver essential information through mail-outs, billing notices, and personalised correspondence.
• Website: Our corporate site and Water Wise pages offer accessible information and resources.
• Video Chat: For virtual meetings, we connect with customers using Microsoft Teams.
• Email: We use Microsoft Outlook for direct email communication.
• SMS: Timely updates and alerts are sent through our SMS notification system.
• EDM: Electronic Direct Mail helps us share newsletters and important updates electronically.
• In-Person: Our friendly staff provide assistance at our front desk, during fieldwork, and at community events.
• Newsletters: Customer newsletters, community updates, and fact sheets keep you informed.
• Brochures: Available through direct mail, reception, community presentations, and stalls.
• Social media: Customers can follow us on Facebook, X, Instagram, LinkedIn and YouTube for information, news, updates, and engagement.
• Traditional media: We communicate through broadcast, online, and print media to reach the wider community.
• Community forums: Held in person or via Microsoft Teams to encourage dialogue and feedback.
• Kiosks/drop-in sessions: Face-to-face interactions allow us to provide information and answer questions directly.

We value our customers and communities and believe they have the right to be involved in decisions that affect them. Our community engagement program fosters stronger relationships, supports informed decision-making, and delivers sustainable outcomes.

Our approach to participatory decision-making is guided by the International Association for Public Participation (IAP2) model. We apply this framework to our Price Submission process, strategic initiatives, and infrastructure projects, as well as within our organisation.

North East Water offers sponsorships and donations to not-for-profit groups and organisations that help build stronger communities and improve quality of life.

Our sponsorship program aims to strengthen relationships, enhance our reputation with customers, and support our vision of a healthy environment, thriving communities and a prosperous region.

More information on our sponsorship program is available here.

We occasionally need to carry out planned maintenance or repairs to our services. If these works affect a customer’s water supply or sewer service, we provide notification in line with our customer charter. This will be done via our website, in-person, letter or by SMS.

In the event of leaks or bursts causing unplanned service interruptions, we aim to notify affected customers promptly through one or more of the following methods: our website, in-person contact, SMS, or social media.

We charge for our services to cover the costs of managing and maintaining the infrastructure and operations necessary to deliver safe, clean drinking water and to responsibly treat wastewater.

When you pay your water bill, it supports essential services that benefit your community. The money funds water treatment to ensure safe, clean drinking water is delivered straight to your tap. It pays for sewer treatment, which removes wastewater from your home and returns it cleaned to the environment. Your payments contribute to the maintenance and repair of the infrastructure that supplies water and carries wastewater. It also helps fund major projects that upgrade and improve water and sewerage systems. Additionally, your bill supports local employment by investing in a skilled workforce across the region and contributes to sustainability initiatives to secure water availability for future generations.

During the current price period (2018–26), our water services include a fixed service charge and a volumetric charge based on water usage, while sewer services have a fixed charge only. Annual price increases are capped at an average of 0.45% per year plus inflation. The volumetric charge for water ensures customers pay according to their usage, providing a financial incentive to conserve water. This structure also promotes fairness, as those who use less water pay less, reducing the impact on smaller households or customers with lower water needs. This equitable and sustainable approach was strongly supported by our customers during the 2018 Price Determination.

To learn more about our price submission process, watch our webinar here.

North East Water determines its fees and charges through a price submission process which involves comprehensive engagement with customers and community. The price submission outlines the services we will provide and the prices customers will pay over a set price period, typically five years. The Essential Services Commission (ESC) reviews and approves this submission to ensure our prices are fair, reasonable, and align with community expectations. We are currently engaging with customers and communities as part of the price submission process for the next price period, starting in 2026. For more information, visit our website.

We have support and payment assistance for customers who are struggling to pay their water bills. We offer more time to pay, payment plans, $650 utility relief grants, community rebates, leak rebates, concessions, and access to financial counselling and budgeting tools. For information on our customer support program, visit our website.

Watch our Customer Support Services webinar here.

Or if you're struggling to pay your water bill, watch this short information video.

We have support and payment assistance for customers who are struggling to pay their water bills. We offer more time to pay, payment plans, utility relief grants, community rebates, leak rebates, concessions, and access to financial counselling and budgeting tools. For information on our customer support program, visit our website.

Watch our Customer Support Services webinar here.

Or if you're struggling to pay your water bill, watch this short information video.

We offer payment plans to suit your needs:

• Direct debit or Centrepay arrangements: Prepay your bills weekly, fortnightly, or monthly before the due date.
• Regular instalments: Set up a schedule to pay off your bill in manageable amounts.

If a customer needs more time to pay their water bill, they can request a payment extension by calling us on 1300 361 633.

Pensioners and eligible concession card holders can receive discounted water bills online or calling us on 1300 361 633.

Eligible customers can reduce water usage and costs with a free water audit and rebates for efficient water fittings. Learn more about the Community Rebates program here.

The Utility Relief Grant Scheme (URGS) provides up to $650 to assist with water, electricity, or gas bills for customers experiencing special circumstances. Learn more about URGS here.

If customers have experienced an unexplained high water bill, they may be eligible for a rebate. Learn more about the rebate options here.

North East Water is committed to proactive future planning, addressing the need to upgrade ageing infrastructure, manage climate volatility, tackle rising construction costs, and comply with increasing regulations. Over the current 8-year price period (2018-2026), North East Water will have invested approximately $350 million in capital expenditure, far exceeding the $141 million originally approved by the Essential Services Commission. This year alone (2024-25) we are investing more than $90 million in new or upgraded infrastructure that supports growth and water security. Further significant investment in critical sewer and water security infrastructure will be required over the next 20 to 30 years to support continued population growth.

Learn more about our master planning process by watching our webinar here.

To address the region's long-term planning needs, North East Water is developing fifteen individual Township Master Plans. These plans focus on strategically planning, prioritising and phasing investments across short, medium, and long-term timelines to benefit all customers. We are proactively working with developers and councils to align with these sequencing plans, including collaborating on interim solutions when necessary.

Learn more about our master planning process by watching our webinar here.

North East Water is committed to supporting housing across the region and meeting the draft Victorian housing targets of 31,200 new homes by 2051. In 2024-25 alone, we are investing more than $90 million in new or upgraded infrastructure that supports growth and water security. At the end of 2024, there were at least 150 lots in Wodonga that have already been approved for servicing that are under development, with an additional 1,000 lots approved for servicing by North East Water where construction has yet to commence. In Wangaratta, we have approved 1,365 housing lots for servicing where construction has not yet commenced. North East Water has also approved housing lots for servicing in other towns, including Yarrawonga and Bright, that are awaiting construction.

Over $11.6 million has been allocated in 2024-25 for infrastructure works in the north-west and southern growth corridors, including sewage pump stations, gravity sewers, rising mains, and detention tanks for future development. All up approx. $30 million will be spent on capital projects in Wangaratta over the next 5 years.

All Kiewa-Tangambalanga customers receive water flow at the meter that meets the minimum requirements outlined in our customer charter. We have tested water flow rates at the meters of several residents in recent months, and all have met the minimum flow rate. Customers experiencing water pressure issues are urged to contact a plumber to investigate potential internal plumbing issues. We also encourage any customer experiencing water pressure issues to contact North East Water on 1300 361 622. For more information about water pressure and flow rates, visit our website.

Planning permits for small-scale developments in Mount Beauty, Tawonga, and Tawonga South have now resumed. The pause followed the approval of an 82-lot development in Tawonga South, which brought the existing water and wastewater networks to capacity. Operational improvements have since increased system capacity, with major infrastructure upgrades planned for 2027–2029. Permits for infill developments of up to five lots are now being supported, while larger applications will be assessed on a case-by-case basis.

Most towns in north-east Victoria are located in declared sewer districts. This means that residents are connected to reticulated sewerage systems managed by North East Water. Some smaller towns are not situated in a declared district and their wastewater treatment (like septic systems) is managed by local government. North East Water is happy to work with councils in their engagement with communities who may be interested in implementing a reticulated sewage solution. For more information, visit this webpage.

New Customer Contributions (NCCs) are upfront payments that help recover the costs of major water and sewerage infrastructure needed to support new developments. These contributions are paid by developers to ensure essential services are in place for new housing projects.

Council's role:

Councils are responsible for approving planning permits for land use changes or development. These planning permits are referred to various authorities, including water authorities, for comments or additional conditions regarding water and sewerage serviceability.

Councils in our service region:

• Alpine Shire
• Benalla Rural City Council
• Indigo Shire
• Moira Shire
• Towong Shire
• Rural City of Wangaratta
• City of Wodonga

North East Water's role

• Undertake master planning for key cities and towns based on growth projections from Councils, aligning with state housing targets.
• Plan and build major treatment infrastructure, trunk pipelines and pumps.
• Plan for long-term extension of water and sewer networks (up to 50 years).
• Ensure future capacity and efficient infrastructure rollout.
• Process planning permits for developments and approve connections to provide water and sewer services.
• Deliver services, including maintaining pressure standards, once houses are connected.

Developer's role

• Design and build subdivisions including water and sewage infrastructure.
• Responsible for compliance with water and sewerage codes, including pressure requirements.
• Hand over compliant water and sewage reticulation infrastructure to North East Water once sub-division is complete.

Safe drinking water is treated water that is free of harmful concentrations of chemicals or pathogenic microorganisms. The Safe Drinking Water Act 2003 places obligations on North East Water and other Victorian Water Corporations to provide safe, high quality drinking water.

Learn more about our water treatment processes by watching our webinar here.

Every year, we conduct over 50,000 tests for over 300 parameters at over 600 sites from catchments to the customers' tap. We conduct daily operational testing and continuous online monitoring at our water treatment plants and our water storage tanks. In addition to this, sampling and analysis is also conducted at rivers, reservoirs, tanks and customer taps by an accredited independent laboratory. All this data is closely monitored by our Water Systems team.

Chlorine is added to drinking water to kill microorganisms (i.e. E. coli) that may be present. It is important that chlorine residual is maintained in the drinking water leaving the plant to prevent microorganisms from regrowing in the distribution system. Some people may detect this chlorine residual through smell or taste. The chlorine concentration is generally very low (less than 1 part per million) and can be reduced further by letting the water sit in the fridge in an open jug for a short period prior to consumption.

Chlorine is added to drinking water as a disinfectant to eliminate harmful microorganisms. While the chlorine concentration is typically very low (less than 1 part per million), some people may notice a slight chlorine taste or smell. If this is the case, the taste can be reduced further by letting the water sit in an open jug in the fridge for a short period before drinking. This allows the chlorine to dissipate, improving the taste.

Fluoride is currently added to several drinking water supplies in our region as directed by the Victorian Government and endorsed by the National Health and Medical Research Council (NHMRC). The Department of Health is the responsible authority regarding information about fluoridation of water supplies in Victoria. More information can be found on the Department of Health website or through their water fluoridation information line 1800 651 723.

PFAS (or forever chemicals) are compounds used in a variety of applications. They are emerging contaminants which North East Water regularly tests for in Wodonga, Wangaratta, Yarrawonga and Wahgunyah. Our PFAS sampling program has shown no levels of concern, with results well below the Australian Drinking Water Guidelines. For more information about PFAS, visit our website.

As part of our Urban Water Strategy, we remain committed to educating the community about water efficiency through awareness campaigns. Our ongoing ‘Water Wise’ campaign plays a vital role in promoting water conservation practices. Customers can find water saving tips and resources here.

Permanent Water Saving Rules are now in place across all of Victoria. These compulsory rules apply every day of the year to ensure we all use water responsibly. Under these rules, hoses must always be fitted with a trigger nozzle, gardens can only be watered between 6 pm and 10 am, and hoses cannot be used to clean concrete paths or driveways. To view the complete list of rules, click here.

During drought periods, water restrictions are sometimes used to limit how and when we use drinking water outdoors. This helps reduce demand when we’re not getting enough rain. There are four stages of restrictions and range from stage one (mild) to stage four (severe). You can view the differences between each stage of restrictions here.

Undetected household leaks are a common reason for high water use which can lead to expensive bills. Regularly check taps, pipes and fittings around your home. You can use your water meter to help perform a basic leak test. Use the leak counter on our website to find out if you have a leak.

North East Water is also committed to a Water Loss Reduction Plan, with an annual target of non-revenue water set at the industry benchmark of 12%.