Progress on our customer commitments

2020-21 Outcomes Performance

On 1 July 2021, Greater Western Water became the new water corporation for Melbourne’s CBD and north-western region, bringing together the areas previously known as City West Water and Western Water.

Greater Western Water has a 3700 square kilometre service area, stretching from Melbourne's CBD, inner and north-west suburbs through the Melton and Sunbury growth corridors to Bacchus Marsh and the Macedon Ranges. Greater Western Water brings together the best of City West Water and Western Water to continue to meet the growing demands of this fast-growing region and maintain the reliable, efficient and affordable water services that are so important to our customers and community. 

As Greater Western Water, we have an opportunity to align and update our processes so that we can deliver our services more efficiently to all of our customers. We are developing our first Price Submission as Greater Western Water and will work with the community to understand and incorporate what is important to them into our future outcome commitments. 

In the interim, we continue to operate under each of the Essential Services Commission’s determinations for City West Water and Western Water for the remainder of the regulatory period (until 30 June 2023). These determinations, and their subsequent customer commitments, will continue to apply to each of our service areas. 

As a result, we continue to report on our performance against our customer outcomes for customers in Greater Western Water’s City West Water and Western Water areas separately. 
 

Image of Greater Western Water’s service area (consisting of historical City West Water and Western Water service areas).

Image of Greater Western Water’s service area (consisting of historical City West Water and Western Water service areas).

Previously City West Water service area

Every five years, we submit a Price Submission to the Essential Services Commission, which sets out our commitments to our customers.

Our commitments

For the current five-year period, our commitments to our customers in Greater Western Water’s (City West Water) area relate to the following six outcomes:

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

Our performance

Despite the challenges presented by the coronavirus (COVID-19) pandemic, our integration to form Greater Western Water and high growth in our service area, we are pleased to report overall performance against our customer outcomes is ‘on track’.

In 2020-21, we met our target for 30 of the 41 measures that are used to assess our performance. We improved on our performance in 2019-20 and we are meeting our targets against three of our six outcomes and are close on the remaining three.

CWW Outcomes

In 2020-21, we delivered better value to our customers by:

  • improving the process to identify customers who experience high numbers of unplanned interruptions, so we can ensure that future interruptions are planned
  • dedicating skilled staff to proactively manage aesthetic water quality improving our responsive to water supply interruptions and sewer spills and blockages
  • dedicating more contact centre staff to support customers impacted by the pandemic.

Over the next year we will continue to improve outcomes for customers by:

  • improving and increasing online services and processing of applications monitoring our water and sewer infrastructure and managing repeat interruptions so that we can better plan work and keep customers informed
  • working with the development and construction industry to streamline timing of applications, simplifying internal processes and training extra staff to increase capacity during busy periods.

Major projects

In 2020-21 we completed several major projects to secure our water supply and deliver reliable services for years to come. These included:

  • installing more recycled water pipes in the growing western region
  • connecting to the Melbourne-Geelong pipeline to secure our water supply
  • renewing ageing assets, such as the Lonsdale Street sewer main and Nicholson Street water main.

We also started work on other projects to be delivered over the coming years, including:

  •  constructing new sewage infrastructure in the outer western suburbs, including the Mt Atkinson Sewer Outlet to connect new developments to our extensive sewerage network
  • upgrading West Werribee Sewage Pump Station to take sewage from the growth areas to be treated at Western Treatment Plant.

Previously Western Water area

We submitted a Price Submission to the Essential Services Commission in 2020. 

Our commitments

Our commitments to our customers in Greater Western Water’s (Western Water) area for the current period relate to the following five outcomes:

  1. Fair and affordable charges for all customers
  2. Reliable, safe services to existing and new customers
  3. Innovative approaches to addressing customer needs
  4. Care of the environment
  5. Sustainable contribution to the community and regional liveability

Our performance

In 2020-21, the ongoing pandemic, our integration to form Greater Western Water and high growth in our service area presented challenges for us to deliver on our commitments. Despite this, we are pleased to report our overall performance against our customer outcomes is ‘met’.

Western water Outcomes

*Indicators underpinning customer outcomes in 2019-20 differ to indicators in 2020-21 due to the update through the 2020 Western Water Price Submission

In 2020-21, we met our target for 18 of the 21 measures we use to assess our performance, which is an improvement on the previous year. We’re meeting our targets against four outcomes and we’re close on the remaining outcome.

In 2020-21, we delivered better value to our customers by:

  • offering a range of supports for customers experiencing financial hardship due to the pandemic continuing investment to ensure that we meet our sewer service and reliability commitments
  • promoting and reaching out to customers to increase online interactions such as subscriptions to our customer portal and e-billing services
  • positioning ourselves as a valuable member of the community, for example through grants, media presence, encouraging water conservation and delivering on actions set out in our Reconciliation Action Plan.

In 2021-22 we will continue to improve on our customer commitments by:

  • Improving online services and processing of applications
  • monitoring our water and sewer infrastructure and managing repeat interruptions so that we can better plan work and keep customers informed
  • working with industry to streamline application timing, simplifying internal processes and training extra staff to increase capacity during busy periods.

Major projects

In 2020-21 we completed several major projects and started work on others, including:

  • completed work on the Bacchus Marsh rising main, a critical asset, which has increased the flow rate from the pump station and enhanced environmental compliance
  • commenced work on the new Melton South Exford Road sewer pump station and rising main to cater for significant growth in the area and ensure that our reliability of service is maintained.

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