Annual water outcomes report finds strong support for customers facing financial hardship, project delays

The Essential Services Commission has today published its sixth annual water outcomes report, showing water businesses are providing good assistance to customers who are struggling to pay their bills, alongside a high number of deferred or delayed capital works projects.

A number of businesses, most notably Coliban Water, GWMWater and Westernport Water, demonstrated they had delivered strong support for customers struggling with current cost of living pressures, outperforming their targets for customer support related outcomes and in some cases almost doubling the financial assistance provided to customers compared to the previous year.  

Essential Services Commission Chairperson Gerard Brody says it is pleasing to see water businesses meeting or exceeding their targets to assist customers facing financial hardship.

“These kinds of supports are critical at a time when cost of living pressures mean many Victorians are struggling with their bills. Water businesses are obligated to offer hardship support to customers, and it is encouraging to see evidence that water businesses are meeting those obligations.  

“If you are struggling to pay your bills, the best place to start is by contacting your water business as soon as possible. They can assist by offering payment options like flexible payments, extending the due date of bills, or offering other options that can help stop things getting out of control.”

While water businesses are generally doing a good job supporting customers experiencing financial hardship, a high number of capital works projects have been delayed or deferred. Central Highlands Water and Gippsland Water reported all their projects for the current regulatory period are running to schedule, but all other businesses reported at least one project has been either deferred or delayed.

Commissioner Brody said, “the delays suggest many businesses did not adequately forecast their capital expenditure having regard to current market circumstances. We expect businesses to proactively manage these changes to ensure customers continue to receive value for money and timely service delivery.”

You can read more about annual water business outcomes reporting on the Essential Services Commission website.