Delivering the future | 2023 - 2028 Price Submission

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Our customers have helped shape our next five year promise as we strive to deliver the future our community wants


Customer engagement now closed

Barwon Water’s priority is to strengthen the economic, social, cultural and environmental prosperity of its region through the delivery of sustainable, affordable, innovative and reliable water and sewerage services.

Over the past five years, we have been listening and responding to our customers’ suggestions and feedback about their key priorities for affordable bills, delivering safe and secure water supplies, caring for the environment and ensuring reliable and innovative services.

Check out the video to hear more from what our customers have been saying:


Learn more about our draft Price Submission and our proposed projects, services and prices you will pay in return.



Read the draft 2023 Price Submission here


Read what our customers said: View the engagement reports


Icon of a thumbs up with a speech bubble


About our engagement process

In developing the proposed customer promise, prices and services, we have considered customer affordability, operating costs, new infrastructure requirements, current and future challenges, service levels and feedback gathered from customers over the past five years.

We know our customers want high quality services at affordable prices and we are fully committed to keeping prices stable, supporting our customers who need it the most and making investments for the future.

Our customer engagement for the 2023 Price Submission has now closed. Thank you to all our customers who shared their feedback on our draft 2023 Price Submission.

You can take a look at what others in our region have been saying that’s helped shape this draft.

Make sure to check in on our Your Say page regularly to see what other engagement opportunities we have.

Icon of a star - highlights

Highlights from the draft

In the 2018-23 Price Submission, $2.5 million was allocated to programs that help customers in need, while the next price promise boosts this commitment to supporting customers to $4.8 million.

Anyone who needs help to manage their water bill receives assistance from us noting that anyone can experience financial stress at any time.

Financial difficulties can affect anybody and we urge our customers to reach out for assistance rather than dealing with the stress on their own. Our empathetic support team is here to assist and have a respectful, completely confidential conversation about our wide range of customer support options.

In addition to the $4.8 million to support customers, other key highlights include:

  • Average residential homeowners and business customer bills will not increase, other than annual adjustments made in relation to Consumer Price Index (CPI)
  • $209 million to repair and replace ageing infrastructure
  • $164 million for new and upgraded infrastructure to cater for regional growth and deliver safe, secure, sustainable water
  • $36 million for upgrade to existing and new recycled water infrastructure to support greater use of this resource
  • $15 million in digital metering and smart networks
  • $7 million to improve catchment and waterway health
  • $6 million in renewable electricity and emission reduction projects
  • Pursuing improvement initiatives such as our Regional Renewable Organics Network, which will help reduce the amount of waste sent to landfill and create clean renewable energy
  • Unlocking recreational, social and environmental opportunities through our Bellarine Basin and Porronggitj Karrong projects


Our customers have helped shape our next five year promise as we strive to deliver the future our community wants


Customer engagement now closed

Barwon Water’s priority is to strengthen the economic, social, cultural and environmental prosperity of its region through the delivery of sustainable, affordable, innovative and reliable water and sewerage services.

Over the past five years, we have been listening and responding to our customers’ suggestions and feedback about their key priorities for affordable bills, delivering safe and secure water supplies, caring for the environment and ensuring reliable and innovative services.

Check out the video to hear more from what our customers have been saying:


Learn more about our draft Price Submission and our proposed projects, services and prices you will pay in return.



Read the draft 2023 Price Submission here


Read what our customers said: View the engagement reports


Icon of a thumbs up with a speech bubble


About our engagement process

In developing the proposed customer promise, prices and services, we have considered customer affordability, operating costs, new infrastructure requirements, current and future challenges, service levels and feedback gathered from customers over the past five years.

We know our customers want high quality services at affordable prices and we are fully committed to keeping prices stable, supporting our customers who need it the most and making investments for the future.

Our customer engagement for the 2023 Price Submission has now closed. Thank you to all our customers who shared their feedback on our draft 2023 Price Submission.

You can take a look at what others in our region have been saying that’s helped shape this draft.

Make sure to check in on our Your Say page regularly to see what other engagement opportunities we have.

Icon of a star - highlights

Highlights from the draft

In the 2018-23 Price Submission, $2.5 million was allocated to programs that help customers in need, while the next price promise boosts this commitment to supporting customers to $4.8 million.

Anyone who needs help to manage their water bill receives assistance from us noting that anyone can experience financial stress at any time.

Financial difficulties can affect anybody and we urge our customers to reach out for assistance rather than dealing with the stress on their own. Our empathetic support team is here to assist and have a respectful, completely confidential conversation about our wide range of customer support options.

In addition to the $4.8 million to support customers, other key highlights include:

  • Average residential homeowners and business customer bills will not increase, other than annual adjustments made in relation to Consumer Price Index (CPI)
  • $209 million to repair and replace ageing infrastructure
  • $164 million for new and upgraded infrastructure to cater for regional growth and deliver safe, secure, sustainable water
  • $36 million for upgrade to existing and new recycled water infrastructure to support greater use of this resource
  • $15 million in digital metering and smart networks
  • $7 million to improve catchment and waterway health
  • $6 million in renewable electricity and emission reduction projects
  • Pursuing improvement initiatives such as our Regional Renewable Organics Network, which will help reduce the amount of waste sent to landfill and create clean renewable energy
  • Unlocking recreational, social and environmental opportunities through our Bellarine Basin and Porronggitj Karrong projects
  • Our 2023-2028 prices submission is complete

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    We lodged our price submission with the Essential Services Commission on Friday 30 September 2022.

    We will share the document including what changed since the draft shortly.

  • Regional Forum success, report now available

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    More than 50 leaders and community members from around the region came together online on 25 July to help refine Barwon Water’s 2023-2028 Draft Price Submission.

    Barwon Water Managing Director Tracey Slatter said the deliberative forum brought together feedback and learnings gathered over the five years of community engagement.

    “It was the final step to share and check in with everyone in attendance on how we fairly balance our costs and services and the prices our customers pay during the 2023-2028 price period.”

    “Over the past five years, we have been listening and responding to our customers’ suggestions and feedback about their key priorities for affordable bills, delivering safe and secure water supplies, caring for the environment and ensuring reliable and innovative services.

    Check out the below video to hear more from what our customers have been saying:


    “The Regional Forum was a unique and exciting opportunity to bring many voices together to help finalise our plan for the future.

    “We know we can design solutions to the challenges we face on our own, but we know we get better outcomes when we work in partnership together and with our community.”

    At the forum, three key dilemmas facing Barwon Water over the coming five years were presented to attendees, these included:

    1. Ageing infrastructure
    2. Growing region, changing climate
    3. Changing community expectations

    There was strong support for a range of priorities addressing these dilemmas including, investing in water efficiency and climate-resilient water supply options, supporting catchment and river health, and improving our use of technology and data to enhance the services we provide, with close to 90% of participants comfortable with the approach outlined in the draft 2023-28 Price Submission.

    Ms Slatter thanked all attendees – including Wadawurrung Traditional Owners Aboriginal Corporation, G21 region mayors and deputy mayors, Geelong youth deputy mayor and other young people, and community group leaders from around the region – who made valuable contributions to help influence Barwon Water’s 2023 Draft Price Submission ahead of it being submitted to the Essential Services Commission in late September.

    The forum was led by an independent facilitator, who helped capture feedback while Barwon Water staff and attendees presented ideas and discussed local challenges.

    Ms Slatter said she was really impressed by the range of informed feedback provided by attendees and appreciated their understanding of what Barwon Water was trying to achieve as it delivered its essential services.

    “Our priority is to strengthen the economic, social, cultural and environmental prosperity of our region through the delivery of sustainable, affordable, innovative and reliable water and sewerage services.”

    Download the full Regional Forum Report

  • Our price plan seeks to keep bills stable in coming years

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    Latest news

    1 July, 2022

    Our price plan seeks to keep bills stable in coming years

    Barwon Water’s prices will remain some of the lowest in Australia for similar sized water corporations for the next six years, with annual adjustments only made in relation to the Consumer Price Index (CPI).

    Barwon Water will keep price adjustments to less than CPI this year. The adjustments are in line with its commitment to customers in its 2018-23 Price Submission, which was approved by the Victorian Essential Services Commission.

    Barwon Water’s work to keep customer bills affordable, while at the same time investing in critical water and sewerage infrastructure and initiatives to use more recycled water, reduce energy costs and help customers save water will again be on display over the next six years.

    Read the latest news here.

  • Learn more about our engagement journey

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    Building on our foundational engagement over the past five years, customers have been able to provide their feedback on our next five year customer promise via webinars, focus groups, online surveys and – when health restrictions permitted – in person at community pop-ups.

    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, services, and infrastructure and operational investments over a five-year period (the next period being 2023 – 2028).

    Snapshot of our engagement

    Image of lots of statistics from each engagement phase that highlights number of people involved at various stages of the project.

  • Our drivers - understanding our background

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    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.

    We've been hearing our customers want high quality services at affordable prices and we are fully committed to keeping prices stable, supporting our customers who need it the most and making investments for the future.

    Your feedback is helping 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.

  • Watch our webinar - understanding the Price Submission

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    A short information session to learn more about our prices, our upcoming price submission for 2023-2028 and how you can have your say.

    Watch online here:


  • Water You Know!

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    Who knows where their water comes from?

    We’re taking a moment to reflect on how fortunate we are to have access to safe, clean drinking water when approximately 2 billion people across the world do not.

    Managing Director Tracey Slatter said it was easy to take water for granted, particularly when storage levels are healthy and accessing water is as simple as turning on a tap. However, despite the good storage levels, we face challenges in our region to ensure that our supplies remain secure for present and future generations.

    Population growth and the impacts of climate change mean that we need to be careful with the water we have, understand where it comes from and look for opportunities to save water in our daily activities.

    “That’s why we’re launching a new webpage that aims to help build our community’s water literacy,” Ms Slatter said.

    “The ‘Water You Know’ program is a direct response to feedback we’ve received from customers and our community over the past few years calling for a greater focus on education and awareness about our water supplies.

    “We use water dozens of times a day – from the moment we get up and make our morning cuppa to bathing the kids at night, watering the veggies and everything in between. It’s essential for public health, the economy, culture and recreation… there are very few everyday activities that don’t have a link to water in some way.”

    Do we give much thought to where that water comes from though or how it gets to our taps?

    Water You Know resources provide helpful information on the sources of our water, how it gets to our taps and where it goes after we use it.

    “We’re fortunate to have safe, secure water supplies and sewerage services, unlike many countries around the world. On World Water Day, we hope our region’s community will reflect on the importance of water in their lives and visit the Water You Know information on our website to learn more about this precious resource which is an essential building block for all life on earth.”

    "Visit the Water You Know site today!"


  • What makes up your bill? - Listen

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    We chatted to Milly at bay 93.9 Geelong on the charges that make up your bill, and how you can have your say on future prices.

    You can listen to the recording here:


  • ​What we will deliver - our customer promise

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    supporting image

    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 1 - Safe, secure, sustainable water

    We're committed to ...

    • Providing a secure, sustainable water future

    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.

    Outcome 2 - Innovative, reliable services

    We're committed to ...

    • Continually improving our services and community experience

    What this means ...

    • 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 3 - Healthier environment

    We're committed to ...

    • Protecting and enhancing our natural environment

    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”.

    Outcome 4 - Trust, affordability and value

    We're committed to ...

    • Delivering value to our community and supporting our customers' needs

    What this means ...

    • 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.
  • Survey updates - Feb 2022

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    Throughout December 2021 and January 2022, customers had their say on the things that matter most to them when it comes to water and sewerage services.

    We're now reviewing the short survey results and will have a more detailed survey coming soon to help us shape our next five-year promise (2023 Price Submission) to our customers and community.

    Customers can complete the detailed survey and go in the draw to win $50 off your next water bill. Register for updates to stay informed throughout the process, survey will be live in February 2022.

    Have a question? Ask away in our Q&A section, or give us a call on 1300 656 007.

Page last updated: 05 Oct 2022, 12:13 PM