Customer Accountability Panel

Earlier this year we recruited 70 customers to join the new Customer Accountability Panel (CAP), which consisted of new members, previous Annual Performance Forum (APF) members, and participants from the 2022 deliberative panel.

This year we renamed the panel, moving from Annual Performance Forum to the Customer Accountability Panel. The CAP brings together a group of customers to review how the organisation is tracking on its 2023-2028 Customer Promises and Performance Measures, developed through the 2023 Price Submission process.

The group's major focus was to assess the delivery of projects against the four key promises of Price Plan 2023-28:
1) We will provide reliable water and wastewater services customers can trust
2) We will lead action and partner with our communities to grow the region.
3) We will care for the environment and adapt to a future impacted by climate varaibility.
4) We will deliver respectful and responsive customer service, balancing affordability, value for money and fairness.

The CAP met for the first time in June and was presented with multiple projects that reflected the recommendations of the deliberative panel in the areas of supporting customers who need our help, regional leadership and carbon abatement.

Graham Eddy (Buxton): "I didn’t realise how positive my experiences were with water and wastewater until I joined this group. I thought about what gripes I had and found I did not have a lot to gripe about. It is pretty hard to imagine GVW doing a lot better job.
"Another surprise was learning the level of interest and importance GVW has in meeting community needs. Like many other families, I imagine, my family is a little bit ignorant about water. They turn the tap on and water comes out.

"I think we can improve water literacy and I am very excited about my involvement in this and other areas of focus for the CAP members."

Rushworth's Cass Alexander was an APF member.

Seymour's Craig Velt at the first meeting of the CAP in June.

Shivaun Murphy from Alexandra is a new panel member.