We have committed to ensuring that the fees customers pay us are contributing to services offerings and service levels that are valued. In consultation with our customers, we made six customer outcome commitments in 2018:

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

We are happy to report that we are on track to reach four of our six commitments with action plans in place to make improvements in the remaining two. Here's a summary of how we are performing mid-way through 2019-20.

We are working on improvements to meet our commitments in 2019-20:

• While we continued to meet all quality regulations, the start to 2019-20 saw a higher than usual number of aesthetic water quality complaints. We are monitoring the situation closely and working with our bulk water supplier to improve aesthetic water quality across our service area.
• Recent dry soil conditions have caused an increase in the number burst and leaks in our pipe networks. This has caused an increase in unplanned water supply interruptions experienced by our customers. Our teams continue to work to manage interruptions so that, as much as possible, they are planned rather than unplanned, and we keep you updated.
• Our service area is experiencing unprecedented levels of development. Our team is working closely with the development industry to increase the application turn-around times for developers and builders.

View our performance from 2018-19 for more information.