Greater Western Water enforceable undertaking 2024

Greater Western Water's enforceable undertaking over family violence customer protections

The Essential Services Commission has accepted a court enforceable undertaking from Greater Western Water Corporation (Greater Western Water) over allegations it failed to comply with important customer protections, including family violence obligations.

Under the enforceable undertaking, Greater Western Water will: 

• Further review and update its domestic and family violence policy, associated processes and training
• Evaluate and monitor compliance of Greater Western Water’s new billing system with the Water Industry Standard
• Appoint an independent person with expertise in family violence and Victoria’s water legislation to review Greater Western Water’s domestic and family violence policy and associated processes and report on their findings
• Appoint an independent auditor to prepare a report on Greater Western Water’s implementation of a compliance improvement action plan, and provide a copy of the report to the commission
• Publish a notice summarising the purpose and key terms of the undertaking.