Lower Murray Water outcomes reporting

This page summarises Lower Murray Water'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 Lower Murray 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.

Lower Murray Water – Rural's self-assessment against outcomes in 2024-25

Outcome	Self-assessment
Provide customers with value for money	Achieved target
Provide customers with water when they need it	Achieved target
Provide customer service channels that are responsive to resolve requests and enquiries	Achieved target
Service our communities in a socially responsible and environmentally sustainable manner	Achieved target
Overall	Achieved target

 Lower Murray Water – Urban's self-assessment against outcomes in 2024-25

Outcome	Self-assessment
Provide customers value for money	Mostly achieved target
Provide customers with reliable and safe drinking water	Mostly achieved target
Provide customers with reliable sewerage services	Achieved target
Provide customer service avenues that are responsive to resolve requests/enquiries	Achieved target
Service our communities in a socially responsible and environmentally sustainable manner	Achieved target
Overall	Mostly achieved target

Our observations on its 2024-25 performance

Lower Murray Water – Rural met seven of its nine targets in the second year of its regulatory period. Its self-assessment was reasonable, explaining its shortfalls and how it will address them in the future. It explained the benefits of deferring two major projects and stated that the deferrals would have no adverse impact on customers.

Lower Murray Water – Urban met 9 of its 18 targets in the second year of its regulatory period. Its self-assessment was reasonable and explained in detail why it did not meet or did not quite meet half of its targets.

Its submission did not mention whether Lower Murray Water consulted with its customers to inform its self-assessment. It reported its outcomes performance on its website, however it was not prominent on its homepage.