Tracking our performance against our customer commitments
15 August 2025
We’re sharing our customer outcomes performance report for 1 July 2024 to 30 June 2025, showing how Greater Western Water (GWW) is tracking against the commitments we made to customers in our price submission.
For the first time, our Customer Forum, a group of 21 community members who live and work across the region we service, assessed our annual performance against each customer outcome. They rated our performance using the traffic light system of green (fully met), amber (largely met) and red (not met).
The Customer Forum rated our overall performance as amber. They found that despite significant challenges with our billing system, we largely met our targets for four outcomes and we fully met targets for one outcome.
The issues with our billing system have caused frustration for many of our customers and affected our ability to deliver on what customers have told us is important. We are sorry for this and are already taking necessary steps to improve our performance.
Forum members were thorough and thoughtful in their assessment. They gave us valuable insights and the report includes their honest feedback – we have published their commentary in full.
“We’re pleased to exceed targets in delivering recycled water to irrigate community spaces and to support agriculture.” said Kessia Thomson, GWW General Manager of Strategy and Partnerships.
“While we know we have work to do in some areas, we met most targets to heal and care for Country by progressing towards net zero emissions, implementing our first Reconciliation Action Plan, and strengthening partnerships through our Traditional Owner Water Program” said Ms Thomson.
Our customer outcomes for the 2024-28 Price Submission period are:
Your water is safer, consistent and reliable
When things go wrong, we fix them
We support our diverse communities and customers
We enable growth and help business thrive
We heal and care for Country.
Read the full report to see how we are tracking against each outcome and our plans to continue improving.
