Progress on our customer commitments

Every five years, we submit a Price Submission to the Essential Services Commission.

Our commitments in the current 5-year period relate to the following six outcomes:

  • Services to my home and business are safe, reliable and efficiently managed.
  • Customer service is accessible and my enquiries are resolved promptly.
  • Billing and payment options are efficient and convenient.
  • Customers in hardship are supported.
  • The whole of the water cycle is managed in an environmentally sustainable way.
  • City West Water is a valued partner in servicing a growing Melbourne.

We monitor a total of 41 individual key performance indicators (KPIs) to assess how we’re tracking. With 2019-20 now complete, we are tracking well against most of our commitments, with some room for improvement in certain areas which will be our focus for 2020-21.

We met or exceeded a total of 30 individual KPIs out of a total of 41 across our six outcomes commitments. We have classified three of our outcome areas as green and three as amber. We have proposed to assign ‘amber’ status for overall performance on balance and continue to strive to make our service outcomes even better for our customers.

To help our customers during coronavirus (COVID-19), we have put in place additional support measures, such as our new hardship and vulnerability program, payment extensions of up to three months, and differing some trade waste charges for businesses.  Many customers who may have pursued one of our original hardship support measures, such as a hardship grant, have instead received one of these newer forms of assistance. Hence our results in this area don’t fully capture the broader suite of actions we have implemented to support our customers over the last few months.


Over the next year we will continue to improve our customer commitments by:

  • Introducing SMS notifications for interruptions to our service
  • Continuing to work towards carbon neutrality through installation of solar panels at our key sites.
  • Consulting on the timing of developments for our network servicing plans to ensure infrastructure is delivered to support new developments.
  • Continuing to support our customers experiencing hardship as a result of coronavirus (COVID-19) via a range of new and extended support measures.

In 2019-20 we completed two major projects and commenced work on others to be delivered in 2020-21, including:

  • Completing installation of more recycled water pipes in the growing West and connection to the Melbourne-Geelong pipeline to secure our water supply.
  • Commencing work on renewing ageing assets, such as Lonsdale Street sewer main and Nicholson Street water main renewal (both of which will be completed in 2020-21), to ensure reliability of service is maintained.
  • Commencing work on new sewerage infrastructure assets in the outer western suburb areas, such as the Mt Atkinson Sewer Outlet, to connect new developments to our extensive sewerage network.
  • Upgrading West Werribee Sewage Pump Station to enable it to take sewage from the growth areas to be treated at Western Treatment Plant.

Our full report can be found here.

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