Our customers are more than just someone who pays a bill.
Our customers are anyone who lives, works or even visits our service area. It is our customers who are at the forefront of what we do. Everything we do and every decision we make starts with our customer.
Our Customers First strategy has been guided by what our customers want and value. It commits us to delivering services that are safe, affordable and reliable whilst being accessible and easy to deal with.
Customers First Strategy 2018-2020
At City West Water, our customers are more
than just someone who pays a bill. Our customers
are anyone who lives, works or even visits
our service area.
It is our customers who are at the forefront
of what we do.
We’re a little different to other energy,
utility and service providers.
Because our customers don’t get to choose
their water company.
However, we can choose how we deliver our
We choose to be exceptional.
We love the area we serve.
It is diverse, bold and constantly growing.
And so are we.
Our customers have told us what matters most
And we have committed to some big changes
as part of our 2018 Pricing Submission and
Customers First strategy.
From this feedback we have developed guiding
principles that we will put at the heart of
all we do.
The safety of our people and the community
is our highest priority.
Our services are affordable & fair. Our customers
see value for money.
We provide water and waste water services
24/7. If things go wrong we fix them quickly
& keep our customers informed.
We give our customers choice in how and when
they contact us.
We understand our customers’ needs and provide
a smooth customer experience.
Putting customers first is an ongoing journey.
So how will you know we are changing?
We will continue to talk to our customers
about our reputation, customer satisfaction
and digital customer services.
Want to find out more?
Visit our website or follow the journey on
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