Water performance report shows increase in customers accessing support
18 December 2025
The Essential Services Commission’s annual water performance report shows Victorian households continue to face cost of living pressures, with a 23 per cent increase in households accessing state government funded Utility Relief Grants, compared to last year.
The increase in grants also indicates that water businesses are playing a greater role in identifying customers in need and supporting access to available support. However, the report also shows that performance remains uneven, with some water businesses doing more than others to support customers experiencing financial hardship.
Water businesses must assist customers experiencing payment difficulties by:
telling them about the availability of financial support like Utility Relief Grants and financial hardship grants
helping customers to apply for these grants
referring customers to an independent financial counsellor.
The Utility Relief Grant Scheme helps customers experiencing financial difficulties by lowering their water bill debt.
The average value of the hardship grants provided by water businesses increased to $455 this year, up from $354 in 2023-24, with the total value of grants rising by 23 per cent to more than $7.7 million.
On average, household water bills increased by 5 per cent in 2024-25, driven by:
a 3.9 per cent increase in water use, which reflects below average annual rainfall across most of the state
a 3.6 per cent increase in inflation
new prices for 14 water businesses.
Melbourne
In Melbourne, the typical annual water bill for an owner occupier increased by $45, to $1,031.
For renters, the typical annual water bill increased by $24, to $514.
In regional Victoria, the typical annual water bill for an owner occupier increased by $76 to $1,293.
For renters, the typical annual water bill increased by $47, to $396.
Quotes attributable to Essential Services Commission Chairperson and Commissioner Gerard Brody
“More customers are receiving financial support, which shows cost of living pressures continue to impact Victorian households, but it’s encouraging to see water businesses stepping up and helping Victorians access the support on offer.”
“Last year, I said there were more opportunities for water businesses to support customers seeking financial hardship support. This year’s results show progress, but also that some businesses are doing better than others.”
“Water businesses must continue to focus on supporting their customers and communities as we head into the hotter and dryer months, and anyone struggling to pay their bills should talk to their water business as soon as possible.”
Background
Rural water businesses are excluded from this report, as well as the rural activities of GWMWater and Lower Murray Water, which provide both urban and rural services.
