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 a number of surveys, including:
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. The survey runs between May and June each year.
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 2026 Alliance customer satisfaction survey is being undertaken between 1-22 October. A sample of customers has been invited to participate in the survey via direct email. Customers who complete the 2026 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.
Water literacy survey
In March 2026, GVW released a Water Literacy Survey to better understand what customers know about water, how it is used, and the challenges facing our region.
The survey runs between March and April each year.
Customer values survey
In July 2026 a random group of customers was invited to share their thoughts to help us understand customer preferences around planning for our future. The results will help inform our 2026 Pricing Submission.
You can find more information on our pricing submission progress, including survey results at Price Submission 2028 | Water Matters
The Longwood fires had a significant impact on our regional communities. During the fires, we communicated with many of our towns about water supply and quality issues.