We stay accountable to you by reporting on our agreed customer outcomes.
Water businesses in Victoria are regulated by the Essential Services Commission to ensure fair prices, service quality and reliability.
Every five years we submit our plan for the prices you will be charged, the level of service you can expect and the investments we will make. We are then held accountable to our customers for delivering on the outcomes set out in the price submission through regular reporting.
We are now reporting on our new GWW customer outcomes, developed with help from our customers as part of our 2024-2028 price submission process. It includes our commitment to customers or customer outcomes.
Over the 2024-28 price period, we are focusing on these customer outcomes:
Your water is safe, consistent and resilient
When things go wrong, we fix them
We support our diverse communities and customers
We enable growth and help businesses thrive
We heal and care for Country
We stay accountable to our customers for delivering outcomes by reporting on our performance against them twice a year - we publish an annual report and a mid-year update. Transparency is important to us and our reports help you keep track of our progress.
Our Customer Forum, made up of 21 community members, meets in July each year to review and asses our performance.
Read our 2024-25 mid year and end of year reports below.
