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Customer outcomes

We have worked with customers to identify five key customer outcomes to ensure we deliver value as we provide our services and plan for the future.

They are:

  1. Fair and affordable charges
  2. Reliable, safe services
  3. Innovative approaches to addressing customer needs
  4. Care of the environment
  5. Sustainable contribution to the community and regional liveability

During the development Western Water's Price Submission for 2020-23, we reviewed our outcomes and their measures with customers. These continue to apply to customers with a property in the area previously serviced by Western Water.

Outcome 1 - Fair and affordable charges

Key projectsMeasuresTarget
Implementing recommendations from Tariff Structure ReviewCustomer satisfaction that the price of water services represents value for money (average survey score out of 10)≥ 6.5 out of 10
Customer support programCustomer hardship program participants who have cleared outstanding debt≥ 20%

Outcome 2 - Reliable, safe services

Key projectsMeasuresTarget
Delivering quality maintenance and field servicesAverage response time for Priority 1 water incidents (mins)≤ 30
Average response time to attend sewer spills (mins)≤ 30
Customers experiencing more than 5 water supply interruptions0
Customers experiencing more than 3 sewer service interruptions0
Providing safe, quality drinking waterWater quality complaints (per 1000 customers)≤ 4
Number of Safe Drinking Water Act non-compliances (water sampling and audit)0

Outcome 3 - Innovative approaches to addressing customer needs

Key projectsMeasuresTarget
Increased use of technology solutions for customer serviceCustomer portal usage (% unique customers)≥ 10%
Customers on e-billing≥ 20%
Customer mobile numbers registered for SMS communications≥ 75%
Customer email accounts registered for communications and engagement≥ 50%

Outcome 4 - Care of the environment

Key projectsMeasuresTarget

Reduced impact on the environment

  • Melton RWP solar array project
  • Melton Waste to Energy trial
  • Large Scale Renewable Energy project (Victorian water industry)
Reduction in greenhouse gas emissions (tonnes CO2e)≤ 35,638
Number of sewer spills0
Positioning Western Water as a leader in environmental careCustomer satisfaction with the way Western Water cares for the environment (average survey score out of 10)≥ 7.8

Outcome 5 - Sustainable contribution to the community and regional liveability

Key projectsMeasuresTarget
Water conservation programLitres per person per day≤ 185

Integrated water management (IWM) solutions

  • Sunbury IWM
  • IWM Forums
Development of Sunbury IWM planOn track
Western Irrigation NetworkReuse of recycled water produced≥ 75%
Education ProgramPercentage of preschools and primary schools receiving free Western Water educational presentation≥ 90%
Position Western Water as a value member of the communityCustomers agree that Western Water is a valuable member of the community (per cent of survey respondents selecting 4 or 5 out of 5)≥ 70%
Western Water's Reconciliation Action PlanActions delivered on time as per planDelivered