Customer Engagement
Help us shape the way Westernport Water provides water and wastewater services, and help set the standards that you desire.
Annual Customer Satisfaction Survey
Westernport Water has been undertaking an annual Customer Satisfaction Survey for over 10 years. Since 2014, Westernport Water has partnered other Gippsland Water Corporations including Gippsland, South Gippsland and East Gippsland Water to run a survey which interviews 1,600 customers, 400 from each participating water corporation.
The survey seeks to identify and evaluate customer perceptions towards products and services and explores satisfaction with drinking water and wastewater services, perceptions of drinking water quality, value for money, overall customer satisfaction and customer trust.
2024 Customer Satisfaction Survey
Take our 8 minute Customer Satisfaction Survey now to provide us feedback on our products and services, and go in a random draw to win a $100 credit on your next water bill!
With 10 x credits of $100 up for grabs, the odds are good! But you must complete the survey before 6pm on 13 October 2024 to be eligible.
Communications and Engagement Plan 2023-26
We are committed to delivering the outcomes that customers sought as part of the 2023-28 price review process. By implementing this plan, we seek to foster positive relationships with stakeholders, increase the awareness of our products and services, build water literacy, and enhance the overall customer experience.
Customer Assessment Panel
The Customer Assessment Panel aims to enhance customer trust through meaningful dialogue between Westernport Water and its customers. The panel will be empowered to rate Westernport Water’s performance each year and provide commentary on it. This commentary will be included in the Annual Watermark, which is provided to every Westernport Water customer. Provided below are the Terms of Reference and Code of Conduct which sets out the standards and outlines the expectations for behaviour to be observed by all members of the panel.
Expressions of interest will be sought in May 2024, learn more about how to apply and the selection process. – Link
- Customer Assessment Panel – Terms of Reference 2024 – Link
- Customer Assessment Panel – Code of Conduct 2024 – Link
Engagement with Aboriginal and Torres Strait Island Community
Westernport Water is committed to reconciliation and recognition of Aboriginal and Torres Strait Islander cultures, histories and achievements. We are committed to an inclusive and meaningful approach to engagement with Aboriginal and Torres Strait Islander Peoples and will look for opportunities to work in partnership with Traditional Owner Organisations and community groups as we implement actions designed to encourage greater understanding, acknowledgement, respect, inclusion and opportunities for Aboriginal and Torres Strait Islander Peoples. Find out more.
Community tours
We are currently offering tours to the Recycled Water Treatment Plant and the Candowie Reservoir and Ian Bartlett Water Purification Plant.
Essential Services Commission (ESC) customer survey
The ESC surveys 5,800 water customers every 12 months across 16 state-owned urban and regional water corporations on four key areas: value for money, reputation in the community, level of trust and overall satisfaction.
Customers rated each area out of 10, and the ESC update these results each quarter to show the previous twelve months of survey results.