Greater Western Water (previously Western Water area) outcomes reporting

On 1 July 2021, City West Water and Western Water integrated to form business Greater Western Water. Greater Western Water’s 2018–23 regulatory period was extended by one year to address the business merge – accordingly, it extended its outcome commitments for the previously Western Water area by one year to cover 2023-24.

This page summarises Greater Western Water (previously Western Water area)'s performance against its outcomes, measures, and targets for the regulatory period 2018–23 and the 2023-24 extension year.

More details are available on our outcomes reporting page, and on Greater Western Water (previously Western Water area)’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.

2024 water price review

We have completed our review of the maximum prices that Greater Western Water can charge for services provided to its customers from 1 July 2024 to 30 June 2028.

Greater Western Water submitted its proposed prices on 29 September 2023. 

We assessed the proposal against a legal framework established by the Victorian Government and set out in the Water Industry Regulatory Order, and the commission’s PREMO pricing framework.

Read more on Greater Western Water's outcome commitments as part of our 2024 price review.

Greater Western Water (previously Western Water area)'s self-assessment against outcomes in 2023–24

Outcome	Self-assessment
Fair and affordable charges for all customers	Mostly achieved target
Reliable, safe services to existing and new customers	Achieved target
Innovative approaches to addressing customer needs	Achieved target
Care of the environment	Mostly achieved target
Sustainable contribution to the community and regional liveability	Mostly achieved target
Overall	Mostly achieved target

Our observations on its 2023–24 performance

Greater Western Water’s (previously Western Water area) self-assessment is reasonable. Its report explains its performance in 2023-24, including explanations for performance shortfalls. Its report is featured on the homepage of its website, showing ownership of its outcome commitments and accountability for its performance.

Greater Western Water (previously Western Water area)'s overall self-assessment across 2018-24

Outcome			18-19	19-20	20-21	21-22	22-23	23-24	Overall outcome rating
1. Fair and affordable charges for all customers			Achieved target	Achieved target	Achieved target	Achieved target	Achieved target	Mostly achieved target	Achieved target
2. Reliable, safe services to existing and new customers			Achieved target	Achieved target	Achieved target	Achieved target	Achieved target	Achieved target	Achieved target
3. Innovative approaches to addressing customer needs			Achieved target	Achieved target	Achieved target	Achieved target	Achieved target	Achieved target	Achieved target
4. Care of the environment			Mostly achieved target	Mostly achieved target	Mostly achieved target	Mostly achieved target	Failed to achieve target	Mostly achieved target	Failed to achieve target
5. Sustainable contribution to the community and regional livability			Achieved target	Mostly achieved target	Achieved target	Achieved target	Mostly achieved target	Mostly achieved target	Mostly achieved target
Annual rating			Achieved target	Achieved target	Achieved target	Achieved target	Achieved target	Mostly achieved target