We're planning for our 2018 Price Submission and want customers to help shape the services we deliver now, and into the future.

We will submit our 2018 Price Submission to the independent regulator, the Essential Services Commission, on 29 September 2017, who 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.


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 customers 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.

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


Provide your thoughts

Through the Customer Outcomes Proposal, we’ve sought to capture what we’ve heard from customers and are checking in to ensure we’ve got it right, and that what we can deliver meets customers’ expectations.

We’re really keen to hear any final thoughts you have, so we can make sure we have the right things at front of mind as we finalise our 2018 Price Submission.

Feedback on the Customer Outcomes Proposal is open until Wednesday 30 August 2017.

You can:

  • join the conversation via a discussion board below
  • email yoursay@citywestwater.com.au
  • write to us at:
    City West Water
    Attention: Communications and Community Relations
    Locked Bag 350
    Sunshine VIC 3020

To request a printed copy of the Customer Outcomes Proposal email yoursay@citywestwater.com.au or call 131 691.

Discussion boards

What do you think about what we're proposing to deliver?

And do you feel it reflects customers' views and what customers value?

What do you think about the proposed performance measures?

And how would you like to be kept informed of how we're tracking against these?

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.

Latest news

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 customers 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 really keen to hear any final thoughts you have, so we can make sure we have the right things at front of mind as we finalise our 2018 Price Submission.

Feedback is open until Wednesday 30 August 2017.

You can:

  • join the conversation via a discussion board
  • email yoursay@citywestwater.com.au
  • write to us at:
    City West Water
    Attention: Communications and Community Relations
    Locked Bag 350
    Sunshine VIC 3020

To request a printed copy of the Customer Outcomes Proposal email yoursay@citywestwater.com.au or call 131 691.

3 August 2017


Thank you to customers who completed the Price Structure 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.

11 July 2017


Thank you to our customers who provided their thoughts on a range of topics in the online discussion forums. Customers' views will be considered in the development of our 2018 Price Submission. Comments to the forums are now closed, however you can continue to access the forums to view previous comments here.

30 June 2017


Thanks to the customers who came along to the deliberative forum on our pricing structure on Wednesday 31 May 2017.

Participants spoke about a number of matters relating to the pricing structure including:

              • the balance of fixed and usage charges
              • three step usage price for residential water usage
              • price structure of sewerage service for residential customers
              • different structure for charging for services based on the meter size of a property

We're just in the process of collecting the outcomes and will make them available shortly.

We'll also be doing a follow up survey in the coming weeks, so keep your eye out for your opportunity to have your say.

We'll use customers' input when we propose the pricing structure under our next pricing submission.

5 June 2017


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.

16 May 2017


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.


10 April 2017


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.

Read the high level findings.


4 April 2017


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.

31 March 2017


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.

Have a read of the high level findings.

9 January 2017


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.



Fast facts:

  • 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.

Check out our video for more on what we do or visit our website.


5 December 2016