We stay accountable to you by reporting against our agreed customer outcomes.
Water businesses in Victoria are regulated by the Essential Services Commission to ensure fair prices, service quality and reliability.
Every five years we are required to submit our plan for the prices you will be charged, the level of service you can expect and the investments we will make – or price submission. We are then held accountable to our customers for delivering on the outcomes set out in the price submission through regular reporting.
We are now reporting on our new GWW customer outcomes, developed with help from our customers as part of our 2024-2028 price submission process. Over the four-year pricing period we will focus on ensuring:
Your water is safe, consistent and resilient
When things go wrong, we fix them
We support our diverse communities and customers
We enable growth and help businesses thrive
We heal and care for Country
Twice a year we report our progress towards meeting these customer outcomes – we publish an annual report and a mid-year update, and these scorecards are available below.
Our Customer Forum, made up of 21 community members, will meet in July each year during the 2024-2028 regulatory period to review our performance.
They have also assessed our performance as part of this most-recent mid-year 2024-2025 report, available below with previous years’ reports.
