Thank you to all of our customers and stakeholders who provided their views and feedback about the services we deliver throughout the development of our 2018 Price Submission. Understanding what matters most to customers, and what we can do better to meet your expectations, has been fundamental in developing our 2018 Price Submission.

We made our 2018 Price Submission to Victoria's independent economic regulator, the Essential Services Commission, on 29 September 2017. The Essential Services Commission will determine our service standards and the retail prices we can charge customers for service for the next five years, taking effect from 1 July 2018.

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Customer Outcomes Proposal

Over the past year we’ve heard from more than 2,200 customers on what they value and expect from the services we deliver to households, businesses and the community.

In response to customers' views and what they value, we have developed a Customer Outcomes Proposal which outlines the services and service standards we propose to deliver to customers from 1 July 2018 to 30 June 2023. We're using the Customer Outcomes Proposal as one of the key inputs into developing our 2018 Price Submission.

Customers' views and what we can do in response to what we've heard are captured under seven key outcome areas:

  1. Services to my home and business are safe, reliable and efficiently delivered
  2. Bills are affordable and charges for services are fair
  3. Customer service is accessible and my enquiries are resolved promptly
  4. Billing and payment options are efficient and convenient
  5. Customers in hardship are supported
  6. The whole of the water cycle is managed in an environmentally sustainable way
  7. City West Water is a valued partner in servicing a growing Melbourne

Our costs and retail prices

Delivering high quality services efficiently and keeping bills affordable is our top priority.

We are currently working to determine our costs and retail water and sewerage prices for the next five years, 2018 to 2023, with an
emphasis on making our services as affordable as possible.

When determining what it costs to deliver services to customers, we take a number of things into consideration:

  • What customers want and expect from us, including levels of service
  • What water and sewerage infrastructure we need to build, and when, to provide services to new areas
  • Our regulatory requirements, including meeting drinking water standards, sewage discharge regulations and the security of customers’ data

Details of our proposed costs and retail prices will be included in our price submission to the independent regulator - the Essential Services Commission – who will determine our service standards and the prices we can charge customers for services for the next five
years, taking effect from 1 July 2018.

Our 2018 Price Submission will be made publically available by the Commission to provide customers, the community and stakeholders, with the opportunity to provide final comments for the Commission’s consideration before they make their final determination.

Where Your Money Goes

The money you pay on your bill goes towards a wide range of activities so we can deliver high quality water and safe sewerage services to over 1 million residents and 40,000 businesses in Melbourne’s central business district and inner and western suburbs.

Graph of what customers' bills pays for: 18.6 per cent to paying for water and sewer system infrastructure; 6.6 per cent to monitoring and managing water and sewer infrastructure; 5.7 per cent to keeping business systems running; 3.7 per cent to customer

Graph of what customers' bills pay for.