​What we will deliver - our customer promise

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 - 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 and 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 - Affordability, trust 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.
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