Delivering the future | 2023 - 2028 Price Submission

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Help us shape our next five year promise to our customers, as we strive to deliver the future our community wants


Our region is facing major challenges and opportunities, such as:

  • a hotter and drier climate;
  • a growing population and equity divides;
  • rapid technological development, and;
  • the need to reduce our significant greenhouse gas emissions.

Through our ongoing engagement with our customers over the past five years, we have heard – loudly and clearly – that our customers want us to help address these challenges in partnership with them, so that we can protect and enhance all that makes our region great.

Now’s the time to have your say on how we find the balance between action and affordability as we lean into these challenges and opportunities.

Your feedback will help inform our next year five promise to our customers – the services that we will deliver to support the community, environment and regional prosperity and the prices that customers will pay in return.





Have your say!

We want to hear from you! Have your say on our next five year customer promise and you could win $50 off your next water bill. Take this short survey, tell us what you value most about the services we provide and the outcomes we deliver, register your mobile or email address and you’ll go in the draw. Survey closes 31 January 2022.

Not sure how to get started? You can always give our friendly team at Barwon Water a call and we’ll help you have your say.



What we will deliver


The core of our promise to customers is reflected in the outcomes that we pledge to deliver.

Back in 2017, we developed an ambitious strategy to enable regional prosperity through the provision of high quality, affordable, secure water services and outstanding customer and community value.

We also made a five year promise to our customers about the actions we would undertake, the outcomes we would deliver and the prices we would charge until 2023, as we worked to implement our ambitious strategy.

Genuine community collaboration and engagement has been a hallmark of our approach to upholding our customer promise over the past five years. We know that, whilst we can design solutions to the challenges we face on our own, we get better outcomes when we work in partnership with our customers and community.

Based on all we have heard from our customers and community over the past five years, we propose to deliver these outcomes in our next five year customer promise:




Outcome one Secure, sustainable water
Outcome two Innovative and reliable services

We're committed to ...

Providing a secure, sustainable water future
Continually improving our services and community experience
What this means ...
As we face a hotter drier climate, we will support our growing region to be prosperous and sustainable, by securing enough water for all of our needs. We will strengthen water efficiency and gradually shift to climate resilient water sources.
By listening to our customers and community, being forward thinking and technologically advanced we will be innovative, continually improving, inclusive, caring and easy to deal with.


Outcome three Healthier environment
Outcome four Affordability, trust and value

We're committed to ...


Protecting and enhancing our natural environment
Delivering value to our community and supporting our customers' needs
What this means ...
We will apply a caring for country approach to our land and waterways in partnerships with our Traditional Owners, other agencies and community members. We will strive for zero emissions and generate useful products from what we used to call “waste”.
We will seek to understand the diverse needs and values of our customers and community and aim to be a valued and trusted leader; contributing positively to our region. We will actively support customers, keep bills affordable and resolve issues fairly.






What will happen next


Building on our foundational engagement over the past five years, from November 2021 through to April 2022 customers can provide their feedback on our next five year customer promise via webinars, focus groups, online surveys and – health restrictions permitting – in person at community pop-ups.

Register to receive updates at the top of this page.Image of a funnel outlining Phase 1: foundational engagement and includes Voice of Customer, Customer perception surveys, customer and CX support strategy, Customer and Environmental Advisory Committees and projects. This funnel leads into Phase 2: Initial engagement, Phase 3: Targeted and board customer engagement, Phase 4: Price submission development and check-in and Phase 5: Closing the loop





All Victorian water corporations, including Barwon Water, are required to develop and submit price submissions which are usually every five years. It outlines the prices customers pay for water and sewerage, service standards, and infrastructure and operational investments over a five-year period (the next period being 2023 – 2028).

Help us shape our next five year promise to our customers, as we strive to deliver the future our community wants


Our region is facing major challenges and opportunities, such as:

  • a hotter and drier climate;
  • a growing population and equity divides;
  • rapid technological development, and;
  • the need to reduce our significant greenhouse gas emissions.

Through our ongoing engagement with our customers over the past five years, we have heard – loudly and clearly – that our customers want us to help address these challenges in partnership with them, so that we can protect and enhance all that makes our region great.

Now’s the time to have your say on how we find the balance between action and affordability as we lean into these challenges and opportunities.

Your feedback will help inform our next year five promise to our customers – the services that we will deliver to support the community, environment and regional prosperity and the prices that customers will pay in return.





Have your say!

We want to hear from you! Have your say on our next five year customer promise and you could win $50 off your next water bill. Take this short survey, tell us what you value most about the services we provide and the outcomes we deliver, register your mobile or email address and you’ll go in the draw. Survey closes 31 January 2022.

Not sure how to get started? You can always give our friendly team at Barwon Water a call and we’ll help you have your say.



What we will deliver


The core of our promise to customers is reflected in the outcomes that we pledge to deliver.

Back in 2017, we developed an ambitious strategy to enable regional prosperity through the provision of high quality, affordable, secure water services and outstanding customer and community value.

We also made a five year promise to our customers about the actions we would undertake, the outcomes we would deliver and the prices we would charge until 2023, as we worked to implement our ambitious strategy.

Genuine community collaboration and engagement has been a hallmark of our approach to upholding our customer promise over the past five years. We know that, whilst we can design solutions to the challenges we face on our own, we get better outcomes when we work in partnership with our customers and community.

Based on all we have heard from our customers and community over the past five years, we propose to deliver these outcomes in our next five year customer promise:




Outcome one Secure, sustainable water
Outcome two Innovative and reliable services

We're committed to ...

Providing a secure, sustainable water future
Continually improving our services and community experience
What this means ...
As we face a hotter drier climate, we will support our growing region to be prosperous and sustainable, by securing enough water for all of our needs. We will strengthen water efficiency and gradually shift to climate resilient water sources.
By listening to our customers and community, being forward thinking and technologically advanced we will be innovative, continually improving, inclusive, caring and easy to deal with.


Outcome three Healthier environment
Outcome four Affordability, trust and value

We're committed to ...


Protecting and enhancing our natural environment
Delivering value to our community and supporting our customers' needs
What this means ...
We will apply a caring for country approach to our land and waterways in partnerships with our Traditional Owners, other agencies and community members. We will strive for zero emissions and generate useful products from what we used to call “waste”.
We will seek to understand the diverse needs and values of our customers and community and aim to be a valued and trusted leader; contributing positively to our region. We will actively support customers, keep bills affordable and resolve issues fairly.






What will happen next


Building on our foundational engagement over the past five years, from November 2021 through to April 2022 customers can provide their feedback on our next five year customer promise via webinars, focus groups, online surveys and – health restrictions permitting – in person at community pop-ups.

Register to receive updates at the top of this page.Image of a funnel outlining Phase 1: foundational engagement and includes Voice of Customer, Customer perception surveys, customer and CX support strategy, Customer and Environmental Advisory Committees and projects. This funnel leads into Phase 2: Initial engagement, Phase 3: Targeted and board customer engagement, Phase 4: Price submission development and check-in and Phase 5: Closing the loop





All Victorian water corporations, including Barwon Water, are required to develop and submit price submissions which are usually every five years. It outlines the prices customers pay for water and sewerage, service standards, and infrastructure and operational investments over a five-year period (the next period being 2023 – 2028).
  • Understanding your values and expectation when it comes to water – short survey


    We are seeking feedback from the community on what you value most and expect from us for the next five-years (from 2023 to 2028).

    Please have your say via our short, 5 minute survey. We value and appreciate your input. 


    Complete Form
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Page last updated: 14 January 2022, 14:00