Meeting commitments to customers – our performance for 2022-23

Our annual Customer Outcomes Performance Report published today, shows that in 2022-23, we met or largely met nine of our 11 customer targets.

Overall, we maintained or improved water and sewer network reliability, had the lowest water quality complaint rates of the metropolitan water corporations, improved turnaround times for several partner and customer applications, and continued to invest in projects to promote sustainability and liveability in our region.

Reporting on performance also shows those areas where we need to improve. In 2022-23, customer complaints about payment issues increased and customer satisfaction with our response decreased. 

While cost of living pressures on customers, staff shortages and changes to our billing system are reflected in these results, we know that we need to always strive to provide exceptional customer service. We are working to improve our performance in these areas, for example through changes to our customer assist programs and upgrading our billing and payment systems to give you a better customer experience. 

We continue to work to meet all the commitments we made to customers through our current price determinations. 

Read our Customer Outcomes Performance Report 2022-23 for a detailed update on how we are tracking against all of our targets and how we plan to improve performance. 

This year we are updating our customer commitments as we develop our first GWW price submission. We have been talking to customers over the past two years to identify what is important to them and this will be reflected in future customer commitments.