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City West Water

Media Release: City West Water customers retain lowest average residential water bills

City West Water (CWW) will retain the lowest average household water bills for a metropolitan city in Australia following the Essential Services Commission (ESC) announcement on water and sewerage pricing over the next five years.

The ESC, Victoria’s independent regulator for the water sector, has made their final decisions on pricing, following a public consultation process on the pricing submissions for 17 Victorian water corporations, including City West Water.

As part of our new pricing, over the next 12 months City West Water will be:

  • Moving from three price steps for residential water usage to two price steps, to relieve pressure on large families (effective July 1, 2018)
  • Decreasing our email response time from 10 business days down to one
  • Reintroducing face-to-face customer service
  • Introducing a new process to provide bill relief for customers with a verified leak on their property.

City West Water Managing Director, David Ryan, said delivering high quality services efficiently and keeping bills affordable was the business’s top priority.

“In developing our submission we engaged extensively with our customers, talking to over 2,200 people from across our service area to ensure our submission reflected the services our customers valued,” said Mr Ryan. 

“One of the key things our customers told us they wanted to see was more personalised services – we’re going to provide that, with quicker turnaround times in emails, extended phone hours and a move to providing a face-to-face service.

“We service some of the fastest growing areas in Australia so, in addition to lower water bills, we’re going to be stepping up capital investment in infrastructure, both in the west and in Melbourne’s CBD, by $535 million over the next five years, upgrading water and sewerage networks.

“The ESC’s consultation process and their final decision confirm that our newly-approved prices and services are in line with our commitment to deliver exceptional services to customers; to place them first and to benefit the community we serve.  These prices are due to be considered by the City West Water board later this month, before being implemented.

“The average residential household water bill will go down by around $8 after inflation (or $26 excluding inflation), while businesses, councils and schools will see a more than five percent drop in the water and sewerage usage prices they pay - providing one of the largest non-residential price reductions in the state.

“While we are proud of these achievements, there is always room to improve and we will continue to use feedback from our customers to ensure we are providing safe, affordable, and accessible services,” said Mr Ryan.

The new prices and services are subject to City West Water board approvals and take effect from 1 July, 2018.

About the Essential Services Commission (ESC)

The Essential Services Commission is Victoria’s independent economic regulator of the electricity, gas, water and sewerage, ports, taxis and rail freight industries. The ESC promotes the long-term interests of Victorian consumers with respect to the price, quality and reliability of essential services.

About City West Water

City West Water provides 100 billion litres of drinking water per annum to more than 430,000 properties across Wyndham, Melton, Brimbank, Hume, Moonee Valley, Maribyrnong, Melbourne, Yarra and Hobsons Bay council areas. We have an ongoing program of works to renew and upgrade water and sewer infrastructure.

As one of three Victorian Government owned retail water businesses in metropolitan Melbourne, City West Water manages over 4,785kms of water supply mains and 4,239kms of sewer supply mains.


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Media contact: Fiona Garlick 0466 613 109
Fiona.garlick@citywestwater.com.au