GWMWater outcomes reporting

This page summarises GWMWater's performance against its outcomes, measures, and targets for the regulatory period 2023–28. This is the second year of reporting against its 2023 price review commitments.

More details are available on our outcomes reporting page, and on GWMWater’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.

GWMWater's self-assessment against outcomes in 2024-25

Outcome	Self-assessment
Safe Drinking Water	Achieved target
Clean, Non-Drinking Water – Urban	Failed to achieve target
Clean, Non-Drinking Water – Rural Pipeline	Achieved target
Reliable and Affordable Services	Achieved target
Healthy and Liveable Region	Failed to achieve target
Overall	Achieved target

Our observations on its 2024-25 performance

GWMWater met 22 of its 35 targets in the second year of its regulatory period. Its self-assessment was generous, giving itself green overall for the reporting year despite two out of five outcomes being self-assessed as not met. It explained how it would meet its targets in areas where it fell short. GWMWater reported that it did not meet its outcome 'Clean non-drinking water - urban' due to not meeting targets related to customer satisfaction and the number of water quality complaints it received. It also reported not meeting its outcome 'Healthy and liveable region' due to falling short of targets related to renewable energy, carbon emissions and unaccounted water.

Its submission did not mention whether GWMWater consulted with its customers to inform its self-assessment. While two major projects were delayed, two were completed and eight remain on schedule. It reported its outcomes performance on its website, however it was not prominent on its homepage.