Thank you to customers who completed the Customer Value Survey. We are working with our independent consultant, Hall & Partners | Open Mind to collate your valued feedback and undertake an analysis. We will make the high level results of the survey available on completion of the analysis.
We're planning for our 2018 Price Submission and want customers to help shape the services we deliver now, and into the future.
Our Price Submission will propose the service offerings and standards, and prices we will charge from 1 July 2018. Our regulator, the Essential Services Commission, will approve our services and prices before they are applied.
In response to customers' interest in wanting to know more about what they are paying for, we've put together Where Your Money Goes.
Where Your Money Goes outlines the percentage of your bill that goes to different areas in City West Water in the provision of water and sewerage services to your homes and businesses, to Melbourne Water the wholesale provider of drinking water and sewerage treatment, and to the State Government.
More information is available in the Frequently Asked Questions.
Across December 2016, Hall & Partners | Open Mind, City West Water's independent research partner, undertook a series of small group discussions and interviews with 111 of City West Water's customers.
Discussions explored customers' awareness and understanding of the work of City West Water, what customers valued from the services they receive and what City West Water needs to consider for the future to best align with customers' needs. They focused on the six key areas of City West Water's business and expanded on the discussions from the Co-Creation Workshop.
Thank you to the customers so far that have contributed to the online discussion forum and to those that answered the question 'What is important to you?'
We had over 25 customers answer this question and 131 votes in total across the comments. We'll be considering the comments as we progress through the price submission development process.
A theme that came through on the comments was around service versus usage charges, and the price structure in general. To further explore this with customers, we will be holding a Customer Forum later in the year to discuss in detail a number of matters relating to the price structure. The outcomes of this forum will be made available once completed.
In late 2016, City West Water held a Co-Creation Workshop with a number of residential and business customers, and a broad mix of staff to understand:
- How customers benefit from the services City West Water provides
- The potential valued placed on these
- Current challenges and opportunities in delivering services valued by customers
Six key areas of City West Water's business were discussed:
- Delivery Core Services (water and sewerage)
- Reflecting Community Priorities
- Pricing Effectively
- Building Climate Resilience
- Communicating with Customers
- Managing Water into the Future
Conversations were engaging and varied, and identified a wide range of customer benefits and ideas for further testing with customers.
City West Water provides drinking water, sewerage, trade waste and recycled water services to over 1 million residential customers and nearly 40,000 business customers in Melbourne's central business district, inner and western suburbs.
We are one of three retail water businesses in metropolitan Melbourne, owned by the Victorian Government and operated under a Board of Directors.
- We service the fastest growth area in Victoria.
- The population in our service area is expected to reach over 1.3 million people in 2030.
- Over one third of our customers speak a language other than English at home.
- Largest industrial customer base of any Victorian water business.
- Manage 4,800 kilometres of water supply mains and over 4,200 kilometres of sewer transfer mains.
- Annually, we buy around 100 billion litres of bulk water from the wholesale provider, Melbourne Water, for supply to customers
- Melbourne Water treats over 86 billion litres of sewage and trade waste from 94% of our customers at its Western Treatment Plant
- Annually, we treat 5 billion litres of sewage and trade waste at our Altona Treatment Plant and produce recycled water for industry and business
- Our West Wyndham Recycled Water Project supplies high quality recycled water to around 3,750 homes in Werribee, Manor Lakes and Wyndham Vale.
Have Your Say - Discussion Forums
What's important to you when it comes to customer service?
- the speed in which your call is answered
- dealing with the same person
- talking to someone in person
- live chat
- appropriate opening times
Our Customer Service Centre is located at our head office in Footscray. Customer Service Representatives are available from 8.30am to 5pm, Monday to Friday to help customers with their account enquiries.
What's important to you when it comes to your water and sewerage services?
We manage a network of over 8,000 kilometres of water and sewerage pipes to provide services to around 440,000 customers in Melbourne’s CBD, inner and western suburbs.
What's important to you when there is an unplanned interruption to your water or sewerage services?
We aim to investigate unplanned water and sewerage interruptions within half an hour.
For water interruptions we work to have water back on in around two and a half hours.
For sewerage leaks or blockages, we work to have services back to normal in around two hours.
What's important to you when you think about water in the future?
- making sure there is enough water available for everyone
- having different water sources available (stormwater reuse, recycled water, desalinated water)
- knowing how to become more water efficient
- planning for and addressing the impacts of climate change
With Melbourne’s population set to grow to five million by 2030 and with a drying climate, looking at ways we can meet the increased demand on water is an important part of our role as water resource managers.
What's important to you when you think about our role in the community?
- school and community education about water and sewerage services, including saving water and what you can and can't but down the drain/toilet (reducing disruptive and costly blockages)
- community programs such as Target 155, Toilet Replacement Program and Showerhead Exchange Program
- seeing City West Water out and about in the community, including supporting local community events
- financial support is available when you need it
What's our role in helping to create more liveable and green communities (eg. improving parks, gardens, sports fields and public spaces?)
As managers of water resources, we make sure that water is available to support thriving community spaces, and work with others to develop and maintain urban green spaces in our suburbs.