Expressions of Interest NOW Open

We’re inviting customers to rate our performance and provide commentary for the Annual Watermark sent to all customers.

Register your interest in joining our 2026 Customer Assessment Panel by completing an Expression of Interest. 

Expressions of Interest Close 19 June 2026.

About the Customer Assessment Panel

As part of our promise to customers, we committed to delivering the outcomes and performance that customers sought as part of the 2023 Price Review process for the 2023-28 period.

We report back to customers through our Annual Watermark information brochure, which will include a customer-led performance assessment on how we performed against the following customer outcomes:

  • Provide me with high-quality drinking water
  • Keep my essential services affordable
  • Resolve sewer blockages quickly
  • Keep water interruptions to a minimum
  • Reduce your environmental impact and adapt to climate change
  • Be there when I need you.

The Panel will comprise of up to 16 members and consist of diverse representatives from the community, ensuring a wide range of perspectives.

Members may include:

  • residential customers
  • permanent and non-permanent customers
  • business and commercial customers.

The selection process aims to create a Panel that reflects the broader customer base and can provide valuable insights into various perspectives.

Panel members will be selected by a panel of Westernport Water employees who will consider each applicant’s qualities and attributes to ensure a diverse and representative group.

Some of the key criteria considerations include:

  • Customer type
  • ­Demographic diversity
  • Communications skills
  • Availability and Commitment
  • Community involvement
  • Awareness and understanding of the CAP’s purpose.

Q&A

Customer Assessment Panel members will be renumerated for their attendance and active participation with a $250 sitting fee to be paid as a bill credit.

To qualify for remuneration, Panel members must watch the orientation webinar (optional for returning panel members) and attend the 3-hour on-line feedback session in July.

The primary objective of the Customer Assessment Panel is to:

  • foster open communication between Westernport Water and its customers
  • provide commentary on Westernport Water’s performance against the Outcomes Framework during 2025-26
  • enhance transparency and accountability in delivering on commitments to customers.

The Panel will be empowered to rate Westernport Water’s performance during 2025-26 and to provide commentary on that performance to accompany the Annual Watermark brochure sent to all customers.

Customer assessments of our performance will ensure that customer voices contribute directly to the evaluation and enhancement of our services.

The role of the Customer Assessment Panel is to assess and provide honest feedback to Westernport Water by:

  • reviewing its performance against Price Submission customer outcomes
  • rating its performance against a set of key metrics reported to customers each year in the Annual Watermark
  • recommending amendments or changes to the outputs and/or output targets for consideration.

The Panel are required to:

  • watch a pre-recorded 1-hour orientation webinar at a time of their choosing, (optional for returning panel members)
  • participate in a 3-hour on-line feedback session via Microsoft Teams in July. Date will be confirmed once panel members are confirmed.
  • Attend one scheduled meeting in July to discuss Westernport Water’s performance.
  • Review and provide feedback on performance against customer commitments.
  • Disclose relevant interests and take reasonable steps to avoid actual and perceived conflicts of interest.
  • Protect and preserve the confidentiality of any information provided or discussed at meetings explicitly identified as commercial-in-confidence or confidential.
  • Abide by Westernport Water’s Customer Engagement Code of Conduct, which includes an obligation to treat members of the Panel and Westernport Water staff respectfully and courteously.
Customer Assessment Panel – Terms of Reference 2026

The Terms of Reference serves as a guide for members by defining roles and responsibilities and shared understanding of aims and expectations.

Customer Assessment Panel – Code of Conduct 2026

This Code of Conduct outlines the expectations for the behaviour and ethical conduct of all members participating in the Panel to ensure a positive and constructive atmosphere. The Code of Conduct is the key tool to ensure that all members of the Panel act honestly and ethically, and that all members have a fair chance to be heard.

2024-25 Customer Assessment Panel – Assessment of our Performance

Annual Watermark

Take a look at our Annual Watermark brochure 2024-25 and learn about how we performed in the second year of our five-year plan (2023-28).

Page updated 9 April 2026