Face-to-face support when and where you need it in 2026

Customers will have even greater opportunities to speak to us in-person in 2026, with more than 100 customer care days set to be offered across the service region throughout the year.

This builds on 65 successful customer care days in 2025, where we helped more than 1000 people face-to-face with their billing and account enquiries. Customers who attended these days consistently rated high satisfaction levels with the service provided.

Greater Western Water General Manager for Customer Experience Terence Alvares said the new year would bring more opportunities for customers in more locations to seek and receive support.

"We'll be here to help with your questions at convenient and accessible locations near where you live and work.

"It's about getting you the right support, where and when you need it. So come visit us at a customer care day near you or take advantage of one of our in-office drop-in sessions, reach out online or give us a call."

The 2026 program aims to reach customers across our entire service area focusing on suburbs in three Local Government Areas (LGAs) each quarter.

In the first quarter, customer care days will be held in Melbourne in January, Melton in February and Wyndham council area in March.

Seven customer care days will be held in January at central Melbourne and Inner West venues including libraries, community centres and family services.

Bookings are essential, with registration links for January dates below.

The customer care days for January are:

• Melbourne, Wednesday 14 January – Melbourne City Library from 10am-2pm. Register for Melbourne 1 
• Melbourne, Saturday 17 January – Melbourne City Library from 11am-3pm. Register for Melbourne 2 
• Carlton, Monday 19 January – Kathleen Syme Library and Community Centre from 10am-2pm. Register for Carlton 
• Kensington, Tuesday 22 January – Kensington Neighbourhood Centre from 10am-2pm. Register for Kensington 
• Richmond, Tuesday 27 January – Richmond Library from 10am-2pm. Register for Richmond 
• Docklands, Thursday 29 January – Library at the Dock from 10am-2pm. Register for Docklands 
• North Melbourne, Friday 30 January – Narrm Ngarru Library and Family Services from 11am-3pm. Register for North Melbourne

For more information about upcoming Customer Care Days and in-person support opportunities, visit Getting support in person