Great customer experience
Deliver responsive, knowledgeable local support, with simple payments and easy-to-find information.
Measuring performance
Our six Customer Outcomes are the promises we have made to our customers and community to create long term value:
- Great customer experience
- Community focused
- High quality water services
- Value for money and affordable
- Water security
- Environmentally sustainable
The outcomes were developed as part of our 2025-30 Pricing Proposal to our economic regulator, the Independent Pricing and Regulatory Tribunal (IPART). Read more about IPART and pricing proposals.
We committed to establish an ongoing Community Committee to help keep us accountable for the delivery of the Customer Outcomes. The committee contributes to our annual performance assessment by marking our Customer Report Card. Learn more about our Community Committee.
How we performed
After the financial year ends, our Community Committee reviews and scores our Customer Report Card. It has 13 measures, aligned with our six Customer Outcomes.
Customer Statements
The Community Committee has provided a 'customer statement’ for each customer outcome, which reflects its holistic view about our performance.
Community focused
Act on community feedback, support through grants and partnerships, engage in education and events.
High quality water services
Provide safe, clean water and reliable wastewater services that customers can depend on.
Value for money and affordable
Deliver efficient, valued services that keep bills low and provide accessible support for vulnerable customers.
Water security
Plan ahead and use water resources wisely to ensure a secure and sustainable water supply for the future.
Environmentally sustainable
Protect the environment and act on long term challenges for future generations.
If you would like more information about our operations and performance, read our Annual Report.