Our 2025-26 Customer Outcomes results are now available
10 August 2026
The report shows how Greater Western Water (GWW) is performing against the commitments we made to customers through our Price Submission 2024-28. This year’s result was ‘largely met’.
Each year, our Customer Forum, made up of community members from across our region, independently reviews our performance. They use our data, self-assessment and discussions with GWW subject matter experts to determine the final ratings and provide commentary in their own words.
What we heard from our customers
The Customer Forum’s assessment of our performance as largely met was the same overall result as last year. However, they noted a decline in performance across several measures.
A key factor affecting our results was lower customer trust and satisfaction, likely influenced by the impacts of billing issues. Customer satisfaction measures were well below where we want them to be, reinforcing the importance of continuing to improve our services and rebuild trust.
Kessia Thomson, General Manager Strategy and Partnerships, said the report provides valuable insight into what matters most to customers and where GWW needs to focus its efforts.
"The Customer Forum’s assessment shows where we’re delivering on our commitments to customers, and where we need to do better," Ms Thomson said.
"We know billing issues have affected customer trust and confidence, and while we’ve made progress, we remain committed to continuing to improve our services and customer experience in the years ahead."
Recognising progress and areas for improvement
While the report identifies areas where we need to do better, it highlights solid performance in several key areas. It also outlines the actions we’re taking to improve, many of which are already underway.
Our customer outcomes for the 2024-28 Price Submission period are:
