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Guaranteed Service Levels

Western Water’s guaranteed service levels (GSLs) are those service standards that will result in financial compensation to customers if they are not met.

The GSLs below, including their payment amount, apply for the period from 1 July 2020 to 30 June 2023.

A new GSL was introduced on 1 July 2020 in response to customer input - payment of $100 for a property experiencing more than five water supply interruptions in 12 months.

Western Water monitors its performance against these GSLs and will automatically advise and make payment to any affected customers.

We report our performance against these GSLs each year.

Guaranteed service level Payment amount 2018/19 payments 
Planned water supply interruption during peak hours (5am-9am and 5pm-11pm) $100 146
Planned water supply interruption longer than notification given $100 146
More than five water supply interruptions in 12 months  $100 N/A
More than three sewer interruptions in 12 months $100 0
Sewerage spills inside a house, caused by the business or failure of the business' system(s), not stopped within one hour of notification $500 0
Restricting or commencing legal action prior to taking reasonable endeavours (as defined by the Essential Services Commission) to contact the customer about help available if they are experiencing difficulties paying $300 0

6Payouts were made against two GSLs due to a single incident which was caused by a contractor, and which affected 14 customers. 

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