Greater Western Water outcomes reporting

On 1 July 2021, City West Water and Western Water integrated to form Greater Western Water. We now report on Greater Western Water as a single entity. You can find historical results for City West Water here and Western Water here.

This page summarises Greater Western Water's performance against its outcomes, measures, and targets for the regulatory period 2024–28.

More details are available on our outcomes reporting page, and on Greater Western Water's website.

What are outcomes?

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

its 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. The self-assessments use a simple “traffic light” rating:

• green = achieved target
• amber = mostly achieved target
• red = failed to achieve target.
   

2024 water price review

We have completed our review of the maximum prices that Greater Western Water can charge for services provided to its customers from 1 July 2024 to 30 June 2028.

Greater Western Water submitted its proposed prices on 29 September 2023.

We assessed the proposal against a legal framework established by the Victorian Government and set out in the Water Industry Regulatory Order, and the commission’s PREMO pricing framework.

Read more on Greater Western Water's outcome commitments as part of our 2024 price review.

Greater Western Water's self-assessment against outcomes in 2024-25

Outcome	Self-assessment
Your water is safe, consistent and resilient	Mostly achieved target
When things go wrong, we fix them	Mostly achieved target
We support our diverse communities and customers	Mostly achieved target
We enable growth and help businesses thrive	Mostly achieved target
We heal and care for Country	Achieved target
Overall	Mostly achieved target

Our observations on its 2024-25 performance

Greater Western Water met 10 of its 21 targets in the first year of its regulatory period. Its self-assessment explained why it did not meet or did not quite meet over half of its targets.

Greater Western Water assessed itself as not quite meeting four of its five outcome commitments, based on its Customer Forum ratings for these outcomes.

However, Greater Western Water’s new billing system roll-out resulted in major impacts for many customers throughout the year, and this is reflected in many of the individual measures falling short of targets. Given this, we consider Greater Western Water should have more appropriately rated two of its Outcomes, ‘When things go wrong, we fix them’ and ‘We support our diverse communities and customers’, as ‘not met’.

Greater Western Water has advised us that its original self-ratings were red ‘not met’, but it increased these to an amber ‘mostly met’ following its Customer Forum discussions. Greater Western Water noted the actions it will take to improve its performance going forward. It also gave clear reasons why five of its major projects were delayed. It reported its outcomes performance prominently on its website homepage.