Customer Assessment Panel

The primary objective of the Customer Assessment Panel is to:

• foster open communication between Westernport Water and its customers
• provide commentary on Westernport Water’s performance against the Outcomes Framework
• enhance transparency and accountability in delivering on commitments to customers.

The Panel will be empowered to rate Westernport Water’s performance each year to provide commentary on Westernport Water’s performance to accompany the Annual Watermark.

Customer assessments of our performance will ensure that customer voices contribute directly to the evaluation and enhancement of our services.

The role of the Customer Assessment Panel is to assess and provide honest feedback to Westernport Water by:

• reviewing its performance against Price Submission customer outcomes
• rating its performance against a set of key metrics reported to customers each year in the Annual Watermark
• recommending amendments or changes to the outputs and/or output targets for consideration.

The Panel will meet twice annually for two hours, aligned to the end of the financial year. Meetings may be held in person or virtually. These meetings will be scheduled in July/August annually. Meetings may be held in person at Westernport Water’s Newhaven Head Office or online via Microsoft Teams.

• Attend two scheduled meetings annually, to discuss Westernport Water’s performance.
• Review and provide feedback on performance against customer commitments.
• Disclose relevant interests and take reasonable steps to avoid actual and perceived conflicts of interest.
• Protect and preserve the confidentiality of any information provided or discussed at meetings identified explicitly as being commercial-in-confidence or confidential.
• Abide by Westernport Water’s Customer Engagement Code of Conduct, which includes an obligation to treat members of the Panel and Westernport Water staff respectfully and courteously.

Members of the Panel will be eligible for remuneration to acknowledge their valuable time and commitment. A sitting fee of $100 per 2-hour meeting, and $200 per 4-hour meeting will be provided for each member’s active participation in panel meetings, working groups, and related activities.

This fee is intended to recognise and compensate members for the time and expertise they contribute to the collaborative efforts aimed at enhancing Westernport Water’s services.The sitting fee is payable as a credit to your customer account customer.

Reasonable expenses incurred in the execution of obligations in these Terms of Reference will be reimbursed by Westernport Water. (This may include things like petrol and childcare). Only external independent members will be reimbursed for reasonable out-of-pocket expenses incurred in their Customer Assessment Panel duties.

Prior acceptance for agreed reasonable expenses must be approved in advance by Westernport Water.