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 businesses provide us is independently audited, however for our 2019–20 reporting, we removed this requirement to lower the regulatory burden placed on businesses, allowing them to focus more closely on supporting customers during the pandemic.
We resumed our audit program in 2021 which included an audit of 2019–20 data. As a result, some performance indicators for 2019–20 may vary from our 2019–20 performance report.
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 2020-21 report
Victorians used slightly less water
In 2020-21 Victorian annual household water consumption decreased slightly by less than 1 per cent. In Metropolitan areas consumption remained steady and in regional areas consumption decreased by 2 per cent.
Most water business customers received similar bills to the previous year
The typical bill fell slightly by less than 1 per cent for owner occupiers in both metropolitan and regional areas.
Customer support during the pandemic remained consistent
Significantly more customers received grants from the Victorian government and had concessions applied to their water account to assist with bill payments. This is in line with water businesses continued efforts to support customers during the coronavirus pandemic.
A moratorium on debt recovery action during the pandemic meant no customers had their water restricted or faced legal action for unpaid water bills.
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.