Goulburn Valley Water outcomes reporting

This page summarises Goulburn Valley Water's performance against its outcomes, measures, and targets for the regulatory period 2023–28. This is the first year of reporting against its 2023 price review commitments.

More details are available on our outcomes reporting page, and on Goulburn Valley Water’s website.

What are outcomes?

Water businesses are accountable to their customers for delivering the outcomes set out in their price submissions, under our PREMO water pricing framework. Each business is required to report at least annually to its customers on:

• its performance against the specified measures and targets for each outcome
• an overall assessment of whether it has delivered on expectations for each outcome, including the business’s explanation for any performance shortfalls and how it intends to address them.

We have requested businesses also provide us with a summary outcome report document using a standard template. The self-assessments use a simple “traffic light” rating: 

• green = achieved target
• amber = mostly achieved target
• red = failed to achieve target.

Goulburn Valley Water's self-assessment against outcomes in 2023–24

Outcome	Self-assessment
We will provide reliable water and wastewater services customers can trust	Achieved target
We will lead action and partner with our communities to grow the region	Mostly achieved target
We will care for the environment and adapt to a future impacted by climate variability	Achieved target
We will deliver respectful and responsive customer service, balancing affordability, value for money and fairness	Achieved target
Overall	Achieved target

Our observations on its 2023–24 performance

Goulburn Valley Water’s self-assessment of its 2023-24 performance was informed by its Customer Accountability Panel (with 70 customer representatives). We consider its inclusion of its customers in its self-assessment process demonstrates accountability for its performance. It self-rated its performance as green overall (indicating outcome commitments were met), while only achieving 57 per cent of output measure targets. Relative to other businesses, its self-assessment is more discretionary. Goulburn Valley Water stated this is partly due to incorporating feedback from its customer panel regarding its performance.