Independent review of customer billing incident

We are committed to learning from the billing and application delays that have impacted our customers.

We’re sorry that our levels of customer service have not met the high standards we set out to deliver, and that our customers and the Minister for Water expect from us.

To ensure transparency and continuous improvement, the Minister for Water has asked Greater Western Water’s Board to commission an independent review into how we managed the incident, what went wrong and how we can prevent similar issues in the future.

Consulting firm Nous Group has been appointed to conduct the independent review, which will include an expert panel. The independent review will be led by Claire Noone, a strong advocate for consumer rights through former senior roles at both Consumer Affairs Victoria and the Australian Competition and Consumer Commission (ACCC). This will ensure a thorough and impartial assessment of our response and actions.

Findings from the review will help us improve our processes and services and offer recommendations for the broader water sector on best practices for handling incidents of a similar nature.

We know how important reliable billing is to our customers and we’re working hard to restore trust and confidence in our services.

We’re supporting Nous to conduct and complete the independent review as soon as possible and will share the review findings and recommendations publicly. An interim report will be provided to the Minister no later than mid 2025.

If you’re expecting a bill and haven’t received it yet, or if you have any concerns about your account, please contact us. Our team is here to assist and provide any information you may need.

For more details on the review and what it will cover, visit Independent review of customer information incident.