Greater Western Water proposes further support for customers affected by billing issues
1 October 2025
Greater Western Water (GWW) has offered an enforceable undertaking to the Essential Services Commission (ESC), following the billing system issues that have affected many of our customers since May 2024.
We acknowledge that these issues have caused frustration and inconvenience, and we’re sorry for the impact this has had on our customers.
The proposed enforceable undertaking reflects our commitment to take responsibility, resolve the issues and make lasting improvements. It outlines the actions we will take to support customers and strengthen our billing practices over the next three years.
The undertaking builds on the independent review recently conducted by Nous Group and supports the delivery of our return to service plan.
What does this mean for our customers?
GWW is proposing to waive around $75 million in unbilled charges for usage in 2024 and provide approximately $55 million in customer credits.
The draft enforceable undertaking includes measures such as:
No charges for delayed bills - residential and small business customers will not be billed for charges where bills were unissued or delayed beyond agreed timeframes, and debt collection will not occur for these amounts.
Credits - customers affected by delayed bills may receive credits, including those on direct debit in full.
Fair return of any surplus - any surplus from these customer redress measures will be returned to customers, prioritising those most affected or experiencing vulnerability.
Future improvements - GWW will implement a three-year compliance improvement program to strengthen billing practices and prevent similar issues in future.
These steps form part of our commitment to take responsibility and deliver a better experience for all customers.
The ESC is seeking feedback on our proposal
The enforceable undertaking proposes some temporary changes to billing cycles.
