Class A Recycled Water – Customer Findings

In January 2021, Western Water asked its Class A recycled water customers to complete a survey to help inform future planning for the service as we prepare for our integration with City West Water to form Greater Western Water on 1 July.

Thank you to the 324 customers who completed the survey and shared their insights.


What we heard

Most customers support the supply of Class A recycled water to households. However, some customers have concerns about the price, quality and safety of recycled water.


We noted that there were some gaps in customer knowledge including:

  • most customers did not know they had to complete an annual cross-connection check for their recycled water supply
  • some customers were not sure about what recycled water could be used for and whether it was safe to use, and
  • some customers were not aware that recycled water was plumbed into their home to flush their toilets.

How customers are using Class A recycled water

The most common use for Class A recycled water on a daily to weekly basis was toilet flushing, followed by watering lawns, gardens and, to a lesser extent, for clothes washing.*

Other less frequent and suitable uses include car washing and hosing down paths and driveways.

Table 1: Class A recycled water use on daily to weekly basis

*Not all homes have been set up with access to Class A recycled water in the laundry.

Benefits of recycled water

The two most recognised benefits of having Class A recycled water supply were:

  1. being part of a community committed to sustainability, and
  2. keeping my lawn and garden green.

Around 2 in 3 customers recognised as many as five different benefits from having Class A recycled water, while 8% stated there were no benefits to having Class A supply.

Table 2: Benefits of Class A recycled water

Next Steps

Communications campaign

Western Water is undertaking a communications campaign for Class A recycled water customers. This will address information gaps and any areas of concern. In particular, we will share details on how to conduct a recycled water cross-connection check.

Pricing review

We noted that customer have low satisfaction with the value for money for Class A recycled water. This finding will be relayed on to the Greater Western Water regulatory team for consideration as they develop topics for Price Submission 2023.

Question or comment?

Ask a question below and we'll share our response for everyone to see.

If you have a personal query or concern, use the form to send us a message privately.

Ask a question

Provide a short summary of your question.

You have 150 characters left

Provide detailed information relating to your question.

You have 500 characters left

Select a respondent from the list that you would most like to answer your question.

Moderation Policy

These are the people that are listening and responding to your questions.

Nicole

Communications

{{ question.title }}

{{ question.username }} asked

{{question.description}}

{{ answer.respondent.name }}
| Edited

Answer this question

Select the respondent who will be marked as answering the question

Provide the answer to the question. Answer can be saved as draft and published when complete.

No questions found

Form