City West Water outcomes reporting

On 1 July 2021, City West Water and Western Water integrated to form Greater Western Water.

This page summarises City West Water's outcomes, measures and targets for the regulatory period 2018–23, and actual performance against these commitments from 2018-19. More details should be available on City West Water’s own website.

What are outcomes?

Water businesses are accountable to their customers for delivering the outcomes set out in their price submissions, under our new PREMO water pricing framework. Each business is required to report at least annually to its customers on:

• it's performance against the specified measures and targets for each outcome
• an overall assessment of whether it has delivered on expectations for each outcome, including the business’s explanation for any performance shortfalls and how it intends to address them.

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 2019-20 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.

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.

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.

View more on outcomes reporting.