Potential customer privacy incidents: During our billing system upgrade, some customer details were incorrectly migrated, causing bills to be sent to old or secondary addresses, learn more at Update on billing delays.
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Access to more in-person support from Greater Western Water
6 March 2025
We’re offering more opportunities for customers to speak to us in person, with twice-weekly face-to-face support available in Sunbury and Footscray starting next week.
These new regular sessions are happening in addition to the customer care days scheduled across our service region throughout March and April.
Customers who would like to have their enquiry resolved in person can book in a dedicated time with one of our friendly customer support team members.
Greater Western Water General Manager for Customer Experience Rohan Charrett said the additional customer care sessions have been created in response to customer feedback about accessing in-person support.
“Our customers have told us they’d like more opportunities to speak to us in person, so we’re offering just that.”
“We understand the majority of our customers will continue to seek support over the phone and through our online channels, but for those that would like to speak to someone face-to-face, we’re here to help.” he said.
Book an appointment at Sunbury or Footscray
To ensure customers have a dedicated time with one of our consultants instead of waiting in a queue, we’re asking customers visiting us at Sunbury and Footscray to book a time with us.
We're also bringing our office to you with a series of events across the region at different times and dates to suit your schedule. You can book a time to speak to us or drop-in to any of these sessions.
In March we visited Romsey, Ascot Vale, Braybrook, Sunbury and Woodend. So far in April, we've visited Taylors Lakes and Fitzroy. The following events are coming up next.
Our team of dedicated consultants is here to assist you, so please treat them with kindness and respect.
If you're unable to book an appointment online or attend one of our customer care days, from 12 March you can visit our Footscray office (1 McNab Avenue) and our Sunbury office (36 Macedon Street) from 17 March for in-person assistance during business hours.
For the latest information and frequently asked questions about our bills, visit our Billing delays page.
