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.
Our first set of aligned customer outcomes as GWW were developed as part of our 2024-2028 price submission process. With help from our customers, we developed five outcomes we will focus on achieving over the next four years:
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 our customer outcomes – we publish an annual report and a mid-year update, and these scorecards are available on our website.
Our customer forum, made up of 22 community members, will meet each year during the pricing period 2024-2028 to review our performance with us.
In August 2024 we reported for the final time on the outcomes that were set in the previous price decisions for City West Water and Western Water.
We will report on our new GWW customer outcomes for the first time in February 2025.
