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City West Water

Pricing, service and support recognised in national reports

City West Water has been named as having the lowest prices in any Australian capital city for the 8th year running, continuing to deliver high quality water and sewerage services.

This ongoing achievement for City West Water as a Major Utility was again highlighted in the recent releases of the Bureau of Meteorology’s (BOM) National Performance Report 2016-17: Urban Water Utilities as well as the Essential Services Commission’s (ESC) latest Annual Performance Report of all water corporations in Victoria. 

Our customers are at the centre of everything that we do, and the results of both the BOM and ESC reports reinforce and support our dedication to:

  • Affordability is a top priority
    Delivering high quality services efficiently and keeping bills affordable are our top priorities. We are proud to have one of the lowest average residential bills in Victoria ($933 per year including fixed charges), and we will continue to look for ways that we can reduce water bills for our customers.
  • Customer enquiries are responded to - quickly
    City West Water is proud to have an average customer call response time of less than 30 seconds. This means customers have less time to wait before being assisted by one of our customer service agents based in our head office in Footscray. A focus on first call resolution has also resulted in a 23% reduction over the past year in customer enquiries requiring escalation. This means we are resolving enquiries more efficiently and effectively.
  • Customers in hardship are supported
    Our service area includes more than 1 million residents from over 130 different cultural backgrounds, and we are committed to providing support for vulnerable customers and customers in hardship.
    We offer Hardship and Water Efficiency Programs, while also supporting customers to access Concessions, Utility Relief Grants and free financial counselling services where appropriate.
    In 2016/17, City West Water facilitated our customers in accessing over $22 million in pension rebates, health care card schemes and utility relief grants.
  • Water efficiency is important
    City West Water customers are also some of the most efficient water users in the state, recording the lowest average water consumption per household in metropolitan Melbourne at 147 kilolitres per year.
    City West Water Managing Director, David Ryan, said City West Water has been working hard to deliver safe and reliable water and sewer services to a growing CBD and west, while keeping a sharp focus on costs.

“While we are proud of these achievements, there is always room to improve and we will use feedback from our customers and reports like this to ensure we continue to strive to be an exceptional service provider that puts customers first and benefits the community,” said Mr Ryan.

Victoria Water corporations, including City West Water, are currently participating in the Essential Services Commission’s price review process.

Customers’ values and preferences were fundamental in shaping our submission, and have enabled us to put what customers want and expect from City West Water at the heart of all we do.

If you would like to read the Bureau of Meteorology’s (BOM) National Performance Report 2016-17: Urban Water Utilities, please visit the following website:

The Bureau of Meteorology is an Executive Agency of the Australian Government responsible for providing weather services to Australia and surrounding areas.

If you would like to read or comment on City West Water’s price submission, please visit the Essential Services Commission’s website:

The Essential Services Commission is an independent body who regulates water prices and performance in Victoria.