A message from our General Manager, Customer Experience
23 January 2025
I want to take this opportunity to thank you for your patience as we work through the challenges of our recent billing issues.
We know it’s caused delays and disruptions to services you rely on and we’re committed to resolving these issues as quickly as possible to deliver the reliable service you expect.
Keeping in touch
We’ve heard your feedback and made it a priority to keep you better informed, which is why you might have noticed more frequent updates from us. We believe this transparency is key to earning and maintaining your trust.
As bills with extended payment terms near their due dates, we'll be sending reminders to affected customers, to help you stay on track.
We’re here to help
If you need help understanding your bill, setting up a flexible payment plan or accessing confidential support during difficult circumstances such as domestic or family violence, our team is ready to assist.
To better support you, we’ve temporarily extended our call centre hours to 8:30am–7pm Monday to Friday (excluding public holidays). You can also reach us on Webchat and SMS. Find out how you can contact us.
We appreciate your patience with our team as we manage longer wait times to respond to your enquiries as quickly as possible.
What’s next?
Our focus now is restoring your usual quarterly billing cycle. If you’ve been affected by delays, you may receive bills closer together over the next few months. We’re here to support you during this transition.
We’re also making improvements to My GWW, your online account. Enhanced features will soon provide a smoother experience for residential customers. We’re also on track to launch My GWW for business customers later this year.
Our ongoing commitment to essential services
While we improve our systems, we remain focused on delivering our essential services. Every day, our teams are repairing burst water mains, ensuring our treatment plants are running smoothly and upgrading vital infrastructure to support our growing region.
We’re committed to not only addressing current challenges but also improving your overall experience with us.
Thank you again for your understanding as we work to make things right.
If you'd like to find out more, please visit our billing delays page.
Rohan Charrett General Manager, Customer Experience Greater Western Water
