Our Stakeholder Engagement Policy ensures that our decisions are guided by the priorities of customers and the wider community. We are committed to following the International Association for Public Participation (IAP2) core values in our stakeholder engagement activities.
Customer Accountability Panel
As part of Price Plan 2023-28 we have committed to delivering a Customer Accountability Panel. A representative group of customers has been selected and will critique our progress against delivery of customer promises and our broader performance as well as provide recommendations for action.
Establishing the Customer Accountability Panel is one way that we provide opportunities for our customers to inform decision-making. We meet in person or online each year of the Plan and our members give us feedback on our performance and progress, provide advice on strategic issues and input to future pricing submissions.
Customer feedback surveys
Customer feedback helps us understand where we are doing well and what we can do to improve our services and the experiences our customers have with us.
We ask for feedback from customers through two surveys:
Customer experience evaluation survey - this annual phone survey asks a sample of customers who have interacted with GVW in some way over the past 12 months about their experience.
Alliance customer satisfaction survey - this online survey invites a sample of customers to share their thoughts and views about GVW. GVW is one of seven water corporations who delivers this survey annually.
The 2025 Alliance customer satisfaction survey is underway between 1-22 October. A sample of customers were invited to participate in the survey via direct email. Customers who complete the 2025 survey can choose to go into the draw to win one of $100 credits on their next water bill. The prize draw terms and conditions are here