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).
  • 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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    supporting image

    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: 14 January 2022, 14:00