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.
Water businesses will now report annually on their actual performance against their own targets, and their summary reports will be presented in this section, along with our new Outcomes Report providing the regulator’s perspective on how businesses are performing. We expect each business will provide a greater level of detail through its own reporting processes, including how it plans to address any shortfalls in performance.
Do customers get what they paid for?
A set of clear measures and targets for each outcome will allow the water business to demonstrate whether it has delivered the outcome, and therefore whether customers actually received what they paid for. This ensures water businesses are directly accountable to their customers for the service they provide.
View each business's outcomes commitment:
What happens next
We will start the annual reporting cycle at the end of June 2019. Water businesses will report their actual performance on each of their outcomes, measures and targets, for the 2018-19 reporting year. Water businesses will comment on their performance overall and on each outcome annually. Each business gives itself a “traffic light” rating (green = achieved target, red = failed, yellow = close) for its performance on each measure, outcome and also an overall rating.
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.