Media statement: Data security incident

City West Water, South East Water and Yarra Valley Water are aware of a data security incident affecting Metrix Consulting Pty Ltd, a research company we engaged for some joint customer research. The information that was breached included approximately 4,000 of our business and residential customer records, which included some personal information. 

We are very sorry this incident has occurred - we understand our responsibility to protect our customers’ information and we take this responsibility extremely seriously.

In this case, the personal information we shared was part of a recent research project to find out what services our customers would like from us in the future.

  • The personal information that was shared included:
  •  billing account name
  • billing account number
  • billing address
  • some customer records also included email addresses and phone numbers.

We assure our customers that no financial details, credit card or driver’s licences information were accessed.

We’re working to find out how this happened. We have reported this incident to the relevant authorities and we’re putting more steps in place to make sure it doesn’t happen again.

We are working hard to ensure all impacted customers are notified. If customers have any concerns, we encourage them to contact us for more information.