At the Customer Advisory Committee meeting on 23 May 2023, members were updated on key ongoing projects and reviewed the draft Customer Experience (CX) strategy refresh. Discussions were productive and placed an emphasis on customer experience and understanding perceptions of Barwon Water held by members and others in the community. These insights supported discussions around how to further strengthen the CX refresh and consider greater diversity intersectionality. This includes people’s changing economic circumstances, assumptions when requesting service connection (who manages the bill, language, if further assistance and support is required) and the digital divide.

The Environmental Advisory Committee met on 17 May 2023 and explored our nature-based carbon sequestration program. We are pursuing this as a way of offsetting fugitive emissions from our waste water treatment process as we aim for net zero emissions by 2030. Our catchment protection and restoration works were also a focus of the meeting, with feedback on our Environmental Policy also discussed.