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Yarra Valley Water wins major national customer service award

Yarra Valley Water has won Customer Service Team of the Year (Large) at the 2022 Australian Service Excellence Awards (ASEAs).

Run by the Customer Service Institute of Australia (CSIA), the ASEAs are Australia’s premier customer service awards across all industries, not just the water sector.

The awards were held at the Fullerton Hotel in Sydney. In a message from the Prime Minister, Anthony Albanese congratulated the winners.

“In Australia, people trust in the quality of their services. The teams and individuals honoured by these awards are a big part of the reason why. In a time of crisis, when there’s a problem, or a response to a simple query, excellent customer service is the cornerstone of effective service delivery,” he said.

This year the awards were a double celebration of both service excellence and CSIA’s 25th anniversary.

Managing Director Pat McCafferty said the award is a testament to Yarra Valley Water’s commitment to continually transform around its customers.

“We strongly believe the customer is at the centre of everything we do, and our customer service team is critical to providing a good customer experience.

“A huge thank you to everyone in the team for your commitment and dedication to our customers every day. You’ve made a real difference to the lives of Australians,” Mr McCafferty said.

As Melbourne's largest retail water utility, Yarra Valley Water is responsible for providing essential water and sanitation services to more than 2 million people.

Despite COVID and severe weather events, the water utility’s customer satisfaction scores have remained consistently high, with a rating of 87 per cent.

“I’m extremely proud of the entire team who manage to keep kicking goals during some of the toughest years the industry has faced,” Mr McCafferty said. “To be recognised at a national level for our customer service is a real honour.”

For the full list of winners, head to the CSIA website.