Regulator publishes latest annual water sector performance report and quarterly customer perception ratings

Water Performance Report 2021-2022

The typical Victorian residential water customer used slightly less water and saw lower bills in 2021-22 compared to the previous year, according to the latest Victorian water sector performance report from the Essential Services Commission.

Average state-wide household water use fell by about 1.4 per cent to 154 kilolitres in 2021-22. This coincided with above average rainfall across the state in the reporting period. Melburnians continued to use less water on average than regional Victorians.

Statewide typical annual bills for both household owner occupiers and tenants fell compared to the previous year. Bills decreased by about $32 to $996 for owner occupiers and $16 to $446 for tenants.

In 2021, typical bills for owner occupiers in Melbourne dropped on average $37 to $963. Regional owner occupiers saw their bill fall by $19 to $1,105.

Goulburn Valley Water’s customers received the lowest typical household owner-occupier bill in 2021-22 ($850) while GWMWater customers received the highest ($1,344).

These are some of the key findings from the commission’s 2021-22 assessment of Victoria’s 15 urban water businesses’ performance across areas including customer bills, household water use and customer experience.

Water businesses generally maintained or improved on their key performance indicators compared to 2020-21 and provided reliable services to customers while navigating challenges arising from the pandemic and flooding in parts of the state.

The sector continued to support customers during the coronavirus pandemic, helping more customers to access a range of business and Victorian Government support programs.

Significantly more water customers received the Victorian Government Utility Relief Grant to help with one-off bill payments, up 34 per cent on the previous year. We also saw very high approval rates for applications. However, there were fewer customers on flexible payment plans and who had concessions applied to their water account.

Customer complaint numbers fell in 2021-22, with the largest proportion of complaints citing water quality. The number of complaints about water quality was lower than the previous year.

An independent benchmarking study into the water businesses’ call centre performance reported the sector’s overall customer service score for 2021-22 as stable, indicating customers received a similar level of customer service to the previous year, despite continued disruptions due to the pandemic and significant weather events.

How customers rate their water business

The commission has also released our quarterly water customer perception survey results for the period January 2022 to January 2023.

Each quarter, we survey 5,800 water customers across 15 state-owned urban and regional water corporations on four key areas: value for money, reputation in the community, level of trust and overall satisfaction. Customers rate each area out of 10.

The latest results show Victorian customer ratings of their water businesses have slightly decreased compared to last quarter’s survey but remain relatively steady overall.

Survey results for January 2022 to January 2023

Area	Average rating	Score range
Value for money	6.2 (down from 6.3 in the October 2021 to August 2022 rolling average)	5.7 to 6.8
Reputation in the community	6.6 (Down from 6.7 in the October 2021 to August 2022 rolling average)	6.2 to 7.2
Level of trust	6.6 (Down from 6.7 in the October 2021 to August 2022 rolling average)	6.0 to 7.1
Overall satisfaction	6.7 (Down from 6.8 the October 2021 to August 2022 rolling average)	6.2 to 7.3

Monitoring and evaluating the performance of Victoria’s water businesses is a critical part of the commission’s regulatory responsibilities. Reporting water businesses’ performance helps drives improvements to achieve better outcomes for Victorian water customers.

We are separately reviewing pricing submissions from 14 of Victoria’s water businesses. The pricing submissions detail how much water businesses are proposing to charge their customers over the five-year period starting 1 July 2023. Find out more about the 2023 water price review and how you can participate.

Helping customers to manage their water bills

There are many reasons why customers might find it difficult to pay water bills. Water businesses must offer help to customers experiencing payment difficulty, including: 

• payment options such as flexible payment plans 
• extension of the due date for some or all of an amount owed on a bill 
• waiving or suspending interest payments on outstanding amounts in some circumstances
• referrals to government funded assistance programs such as the Utility Relief Grant Scheme 
• referrals to a free, independent financial counsellor 
• advice on how to reduce your water usage. 

We urge Victorian water customers who are experiencing payment difficulties to reach out to their provider to discuss bill payment assistance options.