Customer Engagement

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.  Read our Communications and Engagement Plan 2023-26 (2.28 MB)

Woman laptop

Annual Customer Satisfaction Survey

Westernport Water has been undertaking an annual Customer Satisfaction Survey for over 10 years. Since 2014, Westernport Water has partnered other Gippsland Water Corporations including Gippsland, South Gippsland and East Gippsland Water to run a survey which interviews 1,600 customers, 400 from each participating water corporation.

The survey seeks to identify and evaluate customer perceptions towards products and services and explores satisfaction with drinking water and wastewater services, perceptions of drinking water quality, value for money, overall customer satisfaction and customer trust.

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 for 2021-2022.