Price Submission 2023-28

We’re preparing our next price submission and you our customers are leading the conversation.

Thanks for your feedback

To everyone who’s contributed to our Price Submission 2023–28 so far, thank you. Whether it’s been through one of the online surveys, focus groups, workshops or one-on-one interviews, your feedback has been invaluable.

So far we’ve engaged with more than 7,000 people who have each shared with us their stories, ideas and important concerns about our organisation and the services we provide. We’ve reviewed and analysed your feedback and we’re now taking this into the next phases of our engagement program. 

What’s a price submission? 

Every 5 years, we review our prices and services. We call this a price submission and its main purpose is to make sure our business decisions best reflect your priorities and deliver on what you value most.

The Essential Services Commission, our independent regulator, review our price submission. It’s their job to make sure our prices for water and services protect your interests.

We're listening

Listening to you helps drive continuous improvement for our services across the region. And, in these rapidly changing times, it’s even more important to understand what you expect from us. That’s why for this price submission our engagement program responds to what you want, rather than pre-defining questions and topics we want input on.

Read on to learn more about how we’ve been doing this and what you’ve been telling us.

Shaping our future plan

We’ve joined with engagement consultants Insync and MosaicLab to help us navigate our exciting journey. Together, we developed a roadmap that outlines our customer engagement plan.

Our promise                                    
  • Make it easy for customers to have their say
  • Build on what customers have already told us
  • Provide customers with the information they need to make decisions
  • Let customers lead the discussion
  • Record all inputs and feedback
  • Share what we hear with customers
  • Ensure our price submission reflects what the community wants as much as possible
  • Be clear about where community recommendations have influenced our price submission
  • Be clear where we can’t incorporate a recommendation and explain why
  • Update customers throughout the process.

To find out more about each phase of our engagement and what we’ve heard so far, use the links below.

Stage 1
pre February 2021

Establishing a direction on our engagement approach.

Stage 2
February to June 2021

Exploring our customers experiences and what they value.

Stage 3
July to September 2021

Understanding what customers want to pay for.

Stage 4
October 2021 to January 2022

Prioritising what’s important to customers, how we should be measured on achieving these priorities and reporting back to our customers.

What happened last time - our 2018-23 Price Submission 

Across 14 months, in person and online, our customers told us a consistent story about what they expect from us and what they value. Their feedback and ideas shaped our plan (endorsed by the Essential Services Commission) and our commitment to five key customer outcomes. Read more and see how we’re tracking here.