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
  • Shaping our 5-year promise to customers

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    11 Nov 2021

    Our commitment to affordable bills, water security and improving the environment was on display yesterday, as we launched community and customer engagement on our next five-year pricing plan.

    More than 30 of the region’s top community, government, environment and business leaders met yesterday to help us shape our next 5-year promise to deliver services that support the community, environment and regional prosperity.

    Managing Director Tracey Slatter said she was looking forward to continuing the genuine community collaboration and engagement that has been a hallmark of the water corporation’s approach over the past five years.

    “We value engaging with and hearing from our customers because we know that, while 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.”

    The regional leaders forum has become an important annual event, with leaders joining Barwon Water in December 2019 and 2020, to help inform its strategic response to the big opportunities and challenges the region faces such as a climate which is getting drier and warmer on average, a growing population, rapid technological development and the need to reduce our significant emissions.

    Yesterday’s event is to be followed by a broader engagement program that will start later this month and provide customers the chance to have their say on our proposed services and prices over the next 5 years via webinars, focus groups, online surveys and – health restrictions permitting – in-person community pop-ups.

    “Our research and engagement tells us very clearly that our customers and community want more than affordable and reliable water and sewerage services, they also expect Barwon Water to be part of solution to the broader challenges we face and to actively contribute to making our region even more prosperous – economically, environmentally and culturally,” Ms Slatter said.

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

    Ms Slatter said that the challenges identified by the business five years ago are here to stay, and that Barwon Water was proud to be leading the way in addressing these challenges across the region.

    “We have seen a heightened urgency in the need to act on climate change. We’ve gone from one of our driest years in 2019 to one of our wettest years in 2021, with storages at a low of 35% in May 2019 and almost full today.

    “Through our partnerships with major industrial customers and local councils, we’re leveraging our infrastructure and expertise to turn organic waste into renewable energy and biochar (a valuable soil enhancer), helping us to achieve our target of zero net emissions by 2030 while saving energy costs, improving the environment and keeping water bills affordable for customers.”

    “We have also seen the socio-economic divides in our region become even greater due to the impact of the coronavirus (COVID-19) pandemic, driving us to deliver improved customer support programs that proactively help our customers in need.”

    Ms Slatter said the upcoming engagement will give all community members the chance to have a say on the four key outcomes that Barwon Water proposes to deliver:

    1. secure, sustainable water
    2. innovative and reliable services
    3. healthier environment
    4. affordability, trust and value.

    “We need our customers and community to help us find the balance between action and affordability in how we deliver these outcomes,” Ms Slatter said.

    About the price submission process

    All Victorian water corporations, including Barwon Water, are required to develop and submit a price submission every 5 years. It outlines the prices customers pay for water and sewerage, service standards, and infrastructure and operational investments over a 5-year period (the next period being 2023–2028).

    Submissions are reviewed and determined by the Essential Services Commission.

    The Essential Services Commission acts as an independent “umpire”, established by the Victorian Government, to regulate providers of essential services such water, gas and electricity so that their prices are fair and reasonable for consumers.

    Independent economic regulation is especially important for providers of water and sewerage services, like Barwon Water, because customers don’t have a choice about who provides these services to them.

  • The Draft Water for our Future Strategy (our 50-year plan)

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    Our draft Water for Our Future strategy has been informed by our extensive engagement with our community. It proposes adaptive plans to ensure a secure water future for each of the systems in our region, based on what our community has told us is important to them. It provides the next opportunity for you - our customers and community - to provide feedback on these pathways and some of the key decisions we need to make.

    The strategy is our long-term plan and looks to address our customer and community outcome one to deliver a secure, sustainable water that aligns with the communtiy vision (developed by the Water for our Future Community Panel in 2020).

    Have your say
    We're currently seeking your feedback for each of the systems to understand your level of comfort with the 5 year, 50 year and drought response actions proposed. Visit the Water for our Future website to complete the short survey to help us continue to plan for our water future.


    Our water future vision is ...

    A secure future where our rivers flow, our foods grow and our impact is low.

    Resilient, innovative and sustainable, with abundant water from a range of sources and where we actively protect and improve water for the environment.

    Ethical, healthy and responsible, with affordable and equitable access for everyone.

    A shared responsibility, by valuing and conserving water and respecting the diverse needs of our community, cultures and the environment.



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