Outcomes reporting considers the performance of Victoria’s water businesses against their own commitments to customers.
What is outcomes reporting?
Outcomes reporting considers the performance of Victoria’s water businesses against their own commitments to customers, established as part of the 2018 water price review process. We expect water businesses to take ownership for their performance and be directly accountable to their customers through self-reporting as soon as practical after the completion of each reporting year.
We have requested businesses also provide us with a summary outcome report document using a standard template, and these are all published together on our website. For the 2018-19 reporting year, each water business has reported its actual performance against its targets, providing a self-assessment using a simple “traffic light” rating (green = achieved target, red = failed, yellow = close) for its performance on each measure, outcome, and an overall rating. It has also provided comments on its performance overall and on each outcome.
Water businesses’ summary reports will be presented in this section, along with our new Outcomes Report providing an overview on how businesses performed in the first year of outcomes reporting. Refer to each business’s website for their self reporting.
Do customers get what they paid for?
A set of clear measures and targets for each outcome allows the water business to demonstrate whether it has delivered the outcome, and therefore whether customers received what they paid for. This ensures water businesses are directly accountable to their customers for the service they provide. As regulator, we will oversee this process and require the businesses to provide a summary of their self reporting.
View each business's outcomes performance for 2018-19:
What is major projects reporting?
Our major projects supplement covers the status of water businesses’ largest capital projects. Significant changes to the major project schedule essentially change what customers get for their prices, and should be explained to customers by the water business.
What happens next
Businesses will continue to report their annual performance against outcome commitments at the end of June each year. We anticipate our future reports will provide more commentary on how businesses are tracking against their outcome commitments, and possible implications for their ‘performance’ rating at the next price review.
Our pricing framework puts customer outcomes first
Our new PREMO water pricing framework puts customers squarely at the centre of the regulatory pricing process, and pivots Victoria’s water businesses to focus on what their customers, rather than the regulator, want and expect from their water and sewerage service provider.
As part of the 2018 water price review, water businesses established a set of customer “outcomes” following extensive engagement with their customers to inform their price submissions. These outcomes, developed with the customers, essentially reflect the value customers will receive for the prices they pay.
Performance against its outcomes will form a large part of a business’s “Performance” element towards its overall PREMO rating at the next price review, and is therefore a key element in closing the loop from one pricing cycle to the next.