Shaping our water future - 2025-2030 Price Proposal

We developed our proposed services and prices with our customers and community. Our pricing proposal is based on a thorough understanding of what matters most to our customers - their values needs, and priorities.

We offered a range of ways to get involved over five stages, allowing people to engage in the manner that suited them best. 8, 623 customers community members and stakeholders helped to shape our pricing proposal over 26 months. In stages one and two, the community helped us choose the topics that were deliberated on by a Community Panel in Stage three.

Read our engagement plan to find out more about what we did in each stage of our engagement.

In this exploration stage we learned what was important to our customers and community. They told us the kinds of things we did that delighted, and disappointed them.

Thank you to everyone who shared their views with us during stage 1 of our engagement. Read the stage 1 engagement summary to find out more.

Stage 2 focused on the key topics that we learned were of interest to our customers and community in stage 1, and where their input could influence material investment decisions and bill impacts.

Thank you to everyone who shared their views with us during stage 2 of our engagement. Read the stage 2 engagement summary to find out more.

Thank you to our Deliberative Forum Community Panel who came together six times over four months to deliberate on the topics that were investigated in Stage 1 and valued in Stage 2. Click on the links to read the Engagement Report and Guidebook participants were provided to assist with their deliberations.

The Organisation for Economic Co-operation and Development (OECD) is a key international standard-setting organisation. The OECD has collected a wealth of evidence about how deliberative processes work across different countries and has created a set of guidelines that we used for our Stage 3 deliberations with our Community Panel. Read about our assessment against OECD good practice principles for deliberative processes.

Read about how the Deliberative Forum was conducted and the panel's recommendations here.

Watch our video to understand more about this process.

Stage 4 involved consulting with a subset of our deliberative Forum Community Panel (formed in Stage 3) to refine customer outcomes (expectations for the customer outcomes we will deliver over the price path 2025-2030) and develop associated measures. Effectively, our customers assisted in the design of the accountability metrics that we will use and report on until 2030. Thank you to those who participated in the workshop. Read more about the outcomes from this workshop here.

Our customers also asked to have input into our pricing structures. We listened to our customers and adapted our program in response. We undertook a price structures survey and a series of focus groups to gain insights into customer and community preferences as part of Stage 4. Read about the outcomes of this research here.

We closed the loop at a workshop in September 2024 with customers and community about how their feedback has been incorporated in our pricing proposal. We reconvened the stage three Community Panel to share highlights of the pricing proposal.

Ahead of the workshop, participants were provided with our response to their recommendations. The Community Panel members present unanimously confirmed that we had kept our promise to collaborate with them through the deliberative process. Read the workshop summary report to find out more.