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



The Victorian Government has announced that Western Water and City West Water will integrate to form Greater Western Water on 1 July 2021. Read more here.

Our proposal, subject to this consultation, is that Greater Western Water’s new prices will give all customers lower typical bills for the next two years (starting from 1 July 2021) compared to bills based on this year’s prices, or prices that could have been approved by the Essential Services Commission for Western Water and City West Water customers under current determinations.

Western Water and City West Water will continue to offer support for vulnerable customers and those experiencing financial hardship including hardship grants, payment extensions, payment plans and a rebate for Western Water' tenants on their annual water bills. We are not proposing to change our rebate approach.

An important consideration is how to manage the cost of growth and avoid price rises. As Greater Western Water, we will reduce household water bills into the future.

Western Water and City West Water currently charge different prices and tariff structures for the services we provide to homes and businesses.

For example, if you’re a residential customer of Western Water, there is a three-tiered water usage charge, while City West Water customers only have a two-tiered water usage charge. Another difference is that City West Water has a volumetric sewer charge and Western Water does not. We will be addressing these differences with you in the future.

When we become Greater Western Water, we want all customers to experience the same level of service at a fair price. This is something we will address in a careful and staged manner over time and in consultation with you. This proposal allows us to begin the first stages of this process.

We are proposing to ask the ESC to amend our prices from the approved price paths. The ESC is the independent price and service regulator of Victoria’s water sector.

Under this new proposal, we expect customers will receive lower bills than they are currently receiving from Western Water or City West Water, or lower bills than would have been the case based on prices that could have been approved by the ESC for the next two years.

We expect customers will receive lower bills from Greater Western Water than they are currently receiving from Western Water and City West Water or lower bills than would have been the case based on prices that could have been approved by the ESC for the next two years. We will also be working hard to reduce household water bills into the future.

Our approach to pricing and bills is based on the following principles:

  • Simplifying tariff structures with the option to align prices across Greater Western Water service area over time.
  • Our customers are in the same or better position as compared to our commitments made to 30 June 2023.
  • Smoothing bill movements over the next two years (from 1 July 2021 to 30 June 2023) for all customers.

Our proposal, subject to this consultation, is that Greater Western Water’s new prices will give all customers lower typical bills for the next two years (starting from 1 July 2021) compared to bills based on this year’s prices, or prices that could have been approved by the Essential Services Commission for Western Water and City West Water customers under current determinations.


Questions for customers

We are seeking your feedback on our proposal.

This is your opportunity to ask questions and have your say on our proposed prices for the next two years (commencing 1 July 2021).

We will consider your feedback in our proposal and final submission to the ESC.

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