Meeting commitments to customers – a mid-year update

The 2023-24 mid-year review of Greater Western Water’s (GWW) performance in meeting our customer commitments shows that we have largely maintained our performance and are continuing to work to achieve our goals.

From 1 July to 31 December 2023, we maintained improvements in our sewerage network reliability and decreased the time it took to fix blockages or spills. We are also on track to meet our emissions targets for 2023-24, and our customers’ satisfaction with how we care for the environment is increasing.

However, some of the challenges we faced in 2022-23 remained. Continuing cost of living pressures are reflected in an increase in customer complaints about bill amounts. As we integrate our billing and payments systems, we have paused promotion of online services, so we have not met our target for customers registering for online accounts. The water we supplied was safe and met Australian Drinking Water Guidelines, though we saw an increase in the number of water quality complaints, with most relating to colour.

We are continuing to work to better meet our performance goals. For example, we are:

• improving the appearance of drinking water through targeted pipe flushing
• ramping up meter replacement to prevent water loss from the network
• implementing a new billing and payment system, which gives customer support staff improved information to solve your queries.

Read the Mid-Year Customer Outcomes Performance Report 2023-24 for an update on how we are tracking against all our targets and how we are improving performance. 

The mid-year report measures performance against commitments that were agreed with customers during engagement for our last price submissions (as City West Water and Western Water). In 2023, we submitted our first GWW price submission after talking to customers over two years to identify what is important to them. Our new price submission will set out new customer commitments for the period July 2024-July 2028.