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.
While many targets are on track or nearly on track, we fully acknowledge that some important targets weren’t met during this period.
Challenges with our new billing system caused delays and disruptions, impacting some customer services and contributing to a decline in customer satisfaction. We know this has been frustrating and we continue to support our customers through:
Increased communication about issues and updates to keep people informed
More customer service consultants and extended contact centre hours
In-person customer care days across our region
Expanded payment support options
Help accessing grants and assistance programs
Community voices have shaped our assessment
This is the first time we’re reporting against a single set of customer outcomes as GWW, developed with extensive community input during our first price submission. Each outcome is tracked through a range of measures that directly impact our customers' experience.
It’s also the first time our Customer Forum, made up of local community members, has reviewed our performance, making sure that people who experience our services have a voice in how we assess and report our progress.
This mid-year report is one way we're keeping you informed. Read the report to see how we’re tracking and working to improve our performance.
