Our annual performance report compares the performance of Victoria’s urban water businesses against each other.
Water performance reports
We compare trends in performance over time in a number of key areas. Our report aims to:
- inform customers about their water business
- provide incentives for water businesses to improve their performance.
Following the end of each financial year, businesses collate their performance data and send it to us. We request comments from businesses to explain significant changes in their performance and include these in our report.
Normally the data provided to us by the businesses is independently audited, however this year we temporarily removed this requirement to lower the regulatory burden placed on businesses, allowing them to focus more closely on supporting customers during the coronavirus pandemic. Businesses are responsible for the accuracy of their data and we will still require this year’s data to be audited at a later stage.
For each reporting year, you can find:
- our annual performance report
- a summary sheet for each business
- a data spreadsheet
- the definitions for our performance indicators.
Latest performance report and business profiles
Key findings from the 2019-20 report
Customers used less water due to a wetter than average autumn this year
Average annual household water use across Victoria declined by four per cent in 2019-20, to 157 kilolitres. In regional Victoria water use declined by six per cent to 190 kilolitres and in Melbourne annual water use declined by three per cent to 146 kilolitres. This decrease was due to higher than average rainfall during autumn across most of the state this year.
Most water business customers received slightly lower bills due to decreased water use
Due to the decline in annual household average water use, annual household water bills were generally slightly lower than in 2018-19. The typical bill in regional Victoria decreased by $24 to $1,118, though metropolitan bills rose by $3 to $1,003 with the reduction in usage offset by inflation.
Customers received enhanced support during the pandemic
Significantly more customers received grants from both their water business and the Victorian government to assist with bill payments in 2019-20 compared to 2018-19. This follows increased efforts by water businesses to support customers during the coronavirus pandemic.
Additionally, fewer customers had their water restricted and fewer faced legal action for unpaid debt. This is in line with water businesses’ temporary pause on debt recovery actions during the pandemic.
Our current performance indicators
On 1 July 2021, City West Water and Western Water integrated to form business Greater Western Water. We will report on the separate businesses until our 2021-22 water performance report.