Price review and determination
Every five years all Victorian water businesses undergo a Water Price Review process run by the Essential Services Commission.
Through the process of developing our price review proposal we engaged more broadly and deeply with customers and our community than ever before. This resulted in our first ever Citizens’ Jury. The jury considered the insights from our customer research and engagement, heard from speakers chosen by our stakeholders and themselves, read submissions made by the public, and deliberated over the content to assist us in finding a balance between price and service that is fair for everyone.
The Jury made ten recommendations that were incorporated into our submission that we lodged on 28 September 2017. The Essential Services Commission (ESC) approved our prices for the five years (from 2018-19 to 2022-23) on 29 May 2018. The average household and business customers bills will not increase in 2018-19. During the four years following, prices will rise by 1% below the rate of inflation.
In addition, we have promised to meet targets for seven outcomes that customers tell us are both important and valued, including:
- Safe drinking water
- Reliable water and sewerage services
- Timely response and restoration
- Fair assistance and assistance for all
- Water availability and conservation
- Modern flexible service
- Care for and protect the environment.
We have backed our commitment with the promise to return $1.5 million through lower prices for each and every target each year we fail to meet.