Thank you to everyone who has contributed feedback and asked questions. We are now reviewing this feedback to submit to the Essential Services Commission (ESC) as part of our submission on pricing for the next two years and charters. We will also be using the feedback and questions raised in our planning for prices and services in the longer term.

Below you can find all the information about the project, including questions submitted by the community and the answers (some answers are still being researched and will be posted as soon as possible). For any further questions, please email us at feedback@westernwater.com.au

New customer charters for Greater Western Water

City West Water and Western Water will integrate on 1 July 2021 to become Greater Western Water.

As part of our integration, we will have customer charters for Greater Western Water residential customers, business and non-residential customers, and trade waste customers.

A customer charter is a written policy that outlines your rights and responsibilities as a customer, and our commitment to provide you with safe and reliable water service.

These customer charters will be created from existing City West Water and Western Water customer charters, bringing together the best commitments from both organisations.

There won’t be many changes, but we want to explain what we are proposing and get your feedback (below).

Why customer charters are important

A customer charter will explain your rights and responsibilities as a customer and our commitment to provide you with safe and reliable water, sewerage and trade waste, and recycled water services.

Customer charters are supported by several existing policies and guidelines, including a Residential Hardship Policy, water metering and servicing guidelines.

Existing Western Water and City West Water customer charters have been developed in consultation with customers, as outlined in the Customer Service Code issued by the Essential Services Commission.

Western Water has two customer charters:

City West Water has three customer charters:

For an overview of what is typically included in a customer charter, please refer to the FAQs at right.

What we are proposing

We propose to have three charters for Greater Western Water:

  • Residential Customer Charter
  • Business & Non-Residential Customer Charter
  • Trade Waste Customer Charter.

We also propose to:

  • maintain existing Western Water and City West Water service standards across our service areas until 30 June 2023. We will aim for one set of service standards for our entire service area from 1 July 2023 – when the current regulatory pricing period ends and a new pricing determination comes into effect.
  • bring together our guaranteed service levels, adopting a best of both worlds approach.
  • keep relevant policies and guidelines and make them available on the Greater Western Water website.

There will be limited changes to our commitments for residential customers.

We propose that some details on meter conditions, water and sewer service access are included in external policies and guidelines on the Greater Western Water website, rather than the charter.

Western Water customers may notice:

  • Clear information about when Greater Western Water staff can enter a property without notification (see FAQs).
  • The introduction of a free water allowance for registered special needs customers.

For more information on these changes, please refer to the FAQs.

There will be limited changes to our commitments for business and non-residential customers.

Western Water’s business and non-residential will have a specific customer charter for the first time, with clear information about when Greater Western Water staff can enter a property without notification.

There will be limited changes to our commitments for trade waste customers. We will simply merge the Western Water and City West Water documents to create a new Greater Western Water Trade Waste Customer Charter.

Greater Western Water will maintain service standards for each service area until 30 June 2023. Service standards are outlined in the customer charters.

Western Water:

City West Water:

A guaranteed service level is our commitment to provide services to a certain standard. If we don’t meet that standard, affected customers will be compensated.

The Greater Western Water customer charters will apply a best of both worlds approach to guaranteed service levels. This means, from 1 July 2021:

  • Western Water and City West Water customers keep their existing guaranteed service levels
  • where guaranteed service levels are the same, Greater Western Water will adopt the higher level of compensation for all customers.

Have your say

Quick Poll

What do you think of our proposed approach for creating GWW customer charters?

This poll has concluded.

I support the approach
25% (3 votes)
I'm not sure about the approach
50% (6 votes)
I do not support the approach
25% (3 votes)
Total Votes: 12

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