Greater Western Water finalises enforceable undertaking to support customers affected by billing issues
11 November 2025
Greater Western Water (GWW) has worked with the Essential Services Commission (ESC) to finalise an enforceable undertaking, following issues with a new billing system introduced in May 2024. The agreement sets out GWW’s commitments to support customers and improve billing practices over the next three years.
Acting Managing Director Craig Dixon said the enforceable undertaking demonstrates GWW's commitment to making things right.
"We know the billing issues have caused significant frustration for our customers, and we're genuinely sorry for the impact this has had," Mr. Dixon said.
"This enforceable undertaking is about taking responsibility and ensuring we deliver the experience our customers deserve and expect from us."
GWW is waiving approximately $75 million in unbilled charges from 2024 and providing around $55 million in credits. Eligible customers who experienced long bill delays will receive a credit of between $80 and $240. Eligible customers who have not had access to direct debit in full arrangements since the launch of the billing system will receive an $80 credit.
Credits will automatically be applied to eligible accounts. Customers do not need to contact GWW to receive a credit or waived charges. We will continue to provide updates to customers on when they can expect this.
The ESC has also approved temporary billing cycle changes, following a period of public consultation.
There are options available for customers to pay their bills, with GWW offering extended payment terms and flexible payment options.
Visit Enforceable Undertakings for more information about the enforceable undertaking, eligibility criteria and answers to frequently asked questions.
