This page summarises Greater Western Water (previously City West Water area)'s performance against its outcomes, measures, and targets for the regulatory period 2018–23.
Greater Western Water (previously City West Water area) outcomes reporting
Overview
On 1 July 2021, City West Water and Western Water integrated to form Greater Western Water.
This page summarises Greater Western Water (previously City West Water area)'s performance against its outcomes, measures, and targets for the regulatory period 2018–23.
More details are available on our outcomes reporting page, and on Greater Western Water's website.
What are outcomes?
Water businesses are accountable to their customers for delivering the outcomes set out in their price submissions, under our new PREMO water pricing framework. Each business is required to report at least annually to its customers on:
- it's performance against the specified measures and targets for each outcome
- an overall assessment of whether it has delivered on expectations for each outcome, including the business’s explanation for any performance shortfalls and how it intends to address them.
We have requested businesses also provide us with a summary outcome report document using a standard template. The self-assessments use a simple “traffic light” rating:
- green = achieved target
- amber = mostly achieved target
- red = failed to achieve target.
2024 water price review
We are reviewing Greater Western Water's proposed prices and outcomes and determining the maximum prices it can charge for its water and sewerage services for the next 5-year regulatory period, from 1 July 2024.
Part of the price review includes assessing how it has performed against its outcome targets and major projects it committed to deliver to customers at the 2018 water price review.
Read more on Greater Western Water's outcome commitments as part of our 2024 price review.
Greater Western Water (previously City West Water area)'s self-assessment against outcomes in 2022–23
| Outcome | Self-assessment |
|---|---|
| Services to my home and business are safe, reliable and efficiently managed |
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| Customer service is accessible and my enquiries are resolved promptly |
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| Billing and payment options are efficient and convenient |
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| Customers in hardship are supported |
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| The whole of the water cycle is managed in an environmentally sustainable way |
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| CWW is a valued partner in servicing a growing Melbourne |
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| Overall |
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Our observations on its 2022–23 performance
Greater Western Water’s (previously City West Water area) self-assessment is reasonable. It explained shortfalls in performance and provided an easy-to-read report, with thorough commentary for each measure. Its report on this year’s performance against its outcome commitments is featured on the homepage of its website, showing ownership of its outcome performance.
Greater Western Water (previously City West Water area)'s overall self-assessment across 2018–23
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Outcome |
18–19 |
19–20 |
20–21 |
21–22 |
22–23 |
Overall outcome rating |
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1. Services to my home and business are safe, reliable and efficiently managed |
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2. Customer service is accessible and my enquiries are resolved promptly |
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3. Billing and payment options are efficient and convenient |
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4. Customers in hardship are supported |
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5. The whole of the water cycle is managed in an environmentally sustainable way |
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6. CWW is a valued partner in servicing a growing Melbourne |
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Annual rating |
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