Our Customers

City West Water services a diverse community with approximately 34% of our customers speaking a language other than English at home. We continue to provide translation services, key brochures in other languages and have a register of staff who can speak other languages to assist our customers. Following is a table that gives a snapshot of our customers and services.

Number of customers	City West Water services 283,972 residential and 32,047 non-residential customers.
Language statistics	Approximately 34% of people living within our boundaries speak a language other than English at home.
Language availability	We aim to communicate effectively with our non-English speaking customers in a number of ways. We provide a Telephone Interpreter Service which is advertised on bills and brochures. We took 1,634 such calls this year. We produce information on key topics, such as Permanent Water Saving Rules, in different languages. Among our staff, 18 different languages are spoken, which is particularly useful for face-to-face contacts with our customers.
Customers experiencing financial difficulties	We have a range of programs for customers who are experiencing financial difficulties including payment arrangements, links to counselling services and our hardship assistance program.
Vision-impaired customers	On request, we provide vision impaired customers with copies of accounts in A3 size.
Deaf and hearing-impaired customers	We have a telephone typewriter phone facility (TTY) to facilitate communication with our deaf and hearing-impaired customers.