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.
Billing delays and support: View the latest on billing delays and support options or register for in-person support at a customer care day near you.
We understand the frustration some of our customers are experiencing as a result of billing delays and challenges with our new system.
We're sorry that our levels of customer service have not met the high standards we set out to deliver, and we're working hard every day to turn this around.
Our billing schedule for our more than 630,000 customers is now 90% on track and will be fully back to normal by mid-2025. Technical issues are still affecting some customers and we truly appreciate their patience.
I would like to thank all our customers for your patience while we fix issues that were caused by the merger of our billing and payments system.
We're conducting an independent review
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.
This review, led by Claire Noone at Nous Consulting Firm, is currently underway, and you can learn more about it here.
Potential customer privacy incidents
During our billing system merger, some customer details did not migrate correctly, resulting in some bills being sent to outdated or secondary postal or email addresses of the customer they were meant for.
We take your privacy seriously and will contact you directly if we believe your information has been shared incorrectly. We don’t hold any financial information or credit card details, and can confirm this information remains secure.
We're encouraging customers to log onto My GWW to check their name, address and contact details are up to date. If you see any of your details are incorrect, please contact us. More information about the potential breaches is available on our update on billing delays page.
Supporting our customers
To bring call wait times down and provide faster responses to customers, we’ve increased our customer service team, and we're continuing our extended contact centre hours. We're also running face-to-face sessions for impacted customers and offering in-person support at our Footscray and Sunbury offices.
If you need support paying your bill, we're here to help. We have support options including payment plans, and we can support you to apply for hardship and Utility Relief Grants if you're eligible.
If you have further questions about your bill, take a look at our billing delays page to find an answer, or contact us.
We expect our billing system to be fully operational and all bills to go out on schedule by mid-2025. Thank you for your patience with us while we work towards this.
Maree Lang Managing Director, Greater Western Water
