Customer Engagement

Help us shape the way Westernport Water provides water and wastewater services, and help set the standards that you desire.

Price Submission 2028-33

Every five years, Westernport Water prepares a Price Submission for the Essential Services Commission, Victoria’s independent water regulator. The Price Submission sets out the services we will provide, the projects and infrastructure we plan to invest in, and the prices customers will pay from 1 July 2028 to 30 June 2033.

Over the next 18 months, we will work with customers, community members, Traditional Owners and stakeholders to understand what matters most to them. Their feedback will help shape our plans and balance service levels, future investment and affordability before our final submission is reviewed by the Essential Services Commission.

Join our 2026 Customer Panels

We’re exploring our customers’ priorities and the issues we’re facing, as we develop two important plans, our:

  • 2027 Urban Water Strategy
  • 2028-33 Price Submission

And that’s where you come in.

Help us make sure the issues that matter most to our customers and communities are addressed through these plans, which affect the services we deliver and the prices we charge. Expressions of interest for the Price Submission Panel are now open. Register now 

Customer Satisfaction Survey. We want your feedback. Your opinion is important to us.

Annual Customer Satisfaction Survey

We want to hear from you. From 1 October 2026, Westernport Water will be inviting customers to take part in our Annual Customer Satisfaction Survey. Your feedback will help shape the future of our water and wastewater services and ensure we continue to meet the needs of our community.

A picture of the front cover of the Communications and Engagement Plan with an image of the Cowes foreshore in summer.

Communications and Engagement Plan 2023-26

We are committed to delivering the outcomes that customers sought as part of the 2023-28 price review process.  By implementing this plan, we seek to foster positive relationships with stakeholders, increase the awareness of our products and services, build water literacy, and enhance the overall customer experience.

Communications and Engagement Plan 2023-26 (2.28 MB)

Communications and Engagement Policy – Adopted 2024  (76Kb)

Engagement with Aboriginal and Torres Strait Island Community

Westernport Water is committed to reconciliation and recognition of Aboriginal and Torres Strait Islander cultures, histories and achievements. We are committed to an inclusive and meaningful approach to engagement with Aboriginal and Torres Strait Islander Peoples and will look for opportunities to work in partnership with Traditional Owner Organisations and community groups as we implement actions designed to encourage greater understanding, acknowledgement, respect, inclusion and opportunities for Aboriginal and Torres Strait Islander Peoples. Find out more.

Walking group gathered for a group photo during a tour.

Community tours

We are currently offering tours to the Recycled Water Treatment Plant and the Candowie Reservoir and Ian Bartlett Water Purification Plant.

Essential Services Commission (ESC) customer survey

The ESC surveys 5,800 water customers every 12 months across 16 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 rated each area out of 10, and the ESC update these results each quarter to show the previous twelve months of survey results.

Survey Results