Our annual water performance report compares the performance of Victoria’s urban water businesses against each other.
Water performance reports
Overview
We compare trends in performance over time in a number of key areas. Our report aims to:
- inform customers about their water business
- provide incentives for water businesses to improve their performance.
Following the end of each financial year, businesses collate their performance data and send it to us. We request comments from businesses to explain significant changes in their performance and include these in our report.
Normally the data businesses provide us is independently audited, however for our 2019–20 reporting, we removed this requirement to lower the regulatory burden placed on businesses, allowing them to focus more closely on supporting customers during the pandemic.
We resumed our audit program in 2021 which included an audit of 2019–20 data.
We’re required to undertake performance reporting by the Water Industry Regulatory Order 2014, in accordance with our performance reporting framework and our regulatory audit guidelines.
For each reporting year, you can find:
- our annual performance report
- our new interactive water performance report dashboard
- a data spreadsheet
- the definitions for our performance indicators.
Latest performance report and interactive dashboard
18 December 2025
This report summarises the performance of 15 urban water businesses across key indicators for 2024-25.
(pdf, 2.05 MB)
Key findings from the 2024-25 report
Water bills increased
Water bills across Victoria increased in 2024-25, with a typical water bill going up by $52 to $1,091 for an owner-occupier and by $29 to $487 for tenants.
Key drivers of increased bills include increased water usage during a drier than average year, annual inflation of 3.6 per cent, and new prices for 14 water businesses.
Victorians used more water
Average customer water usage increased by 4 per cent, coinciding with drier conditions across the state. Consumption increased by 2.4 per cent in metropolitan areas, and by 7.9 per cent in regional areas.
More financial support was provided to customers
Water businesses must assist customers experiencing payment difficulties.
Significantly more Utility Relief Grants were provided to support customers struggling to pay their water bills through the state government funded Utility Relief Grant Scheme this year, with 23 per cent more grants provided compared to 2023-24. This comes after we noted varying approval rates for Utility Relief Grants across different water businesses in our 2023-24 report, indicating water businesses with lower approval rates should explore ways to improve customer access to these grants.
Meanwhile, the average value of a water business hardship grant increased by $101 to $455, demonstrating businesses are also extending direct support to customers.
All performance reports
On 1 July 2021, City West Water and Western Water integrated to form the business Greater Western Water. For the data in our reports for the years before 2021-22 we have combined City West Water and Western Water’s data.
2024-25 water performance report
18 December 2025
This report summarises the performance of 15 urban water businesses across key indicators for 2024-25.
(pdf, 2.05 MB)
18 December 2025
This summary contains the data that forms the basis for our tables and charts in our 2024-25 water performance report.
(xlsx, 385.21 KB)
2023-24 water performance report
10 December 2024
This report summarises the performance of 15 urban water businesses across key indicator areas for 2023-24.
We amended this report on 16 December 2024.
(pdf, 1.84 MB)
2022-23 water performance report
12 December 2023
This report summarises the performance of 15 urban water businesses across key indicator areas for 2022-23.
(pdf, 2 MB)
12 December 2023
This supplement provides a profile on each urban water business's performance for 2022-23.
(pdf, 1.5 MB)
2021-22 water performance report
28 February 2023
This report summarises the performance of 15 urban water businesses across key indicator areas for 2021-22.
(pdf, 1.44 MB)
28 February 2023
This supplement provides a profile on each urban water business's performance for 2021-22.
(pdf, 1.47 MB)
2020-21 water performance report
8 February 2022
This report summarises the performance of 16 urban water businesses across key indicator areas for 2020-21.
(pdf, 2.03 MB)
8 February 2022
This summary contains the data that forms the basis for our tables and charts in our 2020-21 water performance report.
(xlsx, 406.88 KB)
2019-20 water performance report
9 December 2020
This report summarises the performance of 16 urban water businesses across key indicator areas for 2019-20.
(pdf, 2.27 MB)
9 December 2020
This summary contains the data that forms the basis for our tables and charts in our 2019-20 water performance report.
(xlsx, 419.06 KB)
2018-19 water performance report
10 December 2019
This report summarises the performance of 16 urban water businesses across key indicator areas for 2018-19.
(pdf, 3.06 MB)
10 December 2019
This summary contains the data that forms the basis for our tables and charts in our 2018-19 water performance report.
(xlsx, 425.53 KB)
10 December 2019
This supplement provides a fact sheet on each urban water business’s performance in 2018-19.
(pdf, 1.48 MB)
23 August 2019
Customer Service Benchmarking Australia (CSBA) independently benchmarks the call centre performance of Victorian water businesses each financial year. Find out how each water business scored for its customer service in 2018-19.
(pdf, 620.27 KB)
2017-18 water performance report
10 December 2018
This report summarises the performance of 16 urban water businesses across key indicator areas for 2017-18.
(pdf, 1.69 MB)
10 December 2018
This supplement provides a fact sheet on each urban water business’s performance in 2017-18.
(pdf, 1.4 MB)
10 December 2018
This summary contains the data that forms the basis for our tables and charts in our 2017-18 water performance report.
(xlsx, 399.85 KB)
10 December 2018
Detail on the 100 major projects that Victorian urban water businesses proposed to deliver between 2013-14 and 2017-18.
(pdf, 735.24 KB)
2016-17 water performance report
1 March 2018
This report summarises the performance of 16 urban water businesses across key indicator areas for 2016-17.
(pdf, 1.93 MB)
1 March 2018
This supplement provides a fact sheet on each urban water business’s performance in 2016-17.
(pdf, 1.34 MB)
1 March 2018
This summary contains the data that forms the basis for our table and charts in our 2016-17 water performance report.
(xlsx, 401.1 KB)