Goulburn Valley Water is genuinely committed to provide value for money to customers and to be a respected contributor to the fabric of our regional communities. We are focused on ensuring that our services and manner of delivery are reflective of the expectations and preferences of our customers, for the Price Plan Period 2018-23 and beyond.

The projects outlined below were developed though in-depth customer engagement during in the lead up to submitting the price submission to the Essential Service Commission.

From this engagement four customer outcomes were determined:

  1. The best price for customers
  2. A renewed focus on water quality and supply
  3. Modern and thoughtful customer service
  4. Meaningful environmental and recreational services

We committed to delivering on these outcomes throughout the life of the Price Plan through the delivery of key projects and service standards.

We pledge to continue operating our core regulated business at a high level and a not-negotiable promise to fulfil legal and regulatory obligations and maintain or improve service standards.


Essential Services Commission outcomes reporting


The Essential Services Commission (ESC) regulates the Victorian water sector and and require us to reporton our performance against measures for each of our four customer outcomes. The tbale below summarises our performance so far over the current Price Plan, using a traffic light reporting system where green = target met, yellow = target on track to be met and red = target not met.

In Year 3 of our Price Plan we met our Outcome 1 and 3 targets and are on track to meet our targets for Outcomes 2 and 4. Overall we have met our Price Plan commitment.

You can find detailed information on our progress in 2020-21 against the projects and measures under each outcome, also scored using the traffic light system. and our targets for the remainder of the Price Plan here (PDF, 229kb).

Meaningful environmental projects help to improve our service.

Our Price Plan 2018-23 projects listed below were developed by involving customers in the decision making process and although not directly impacting all our customers, will improve outcomes for the region as a whole.

We are continually working with a select group of diverse customers to report outcomes regularly via an online engagement platform and online and face-to-face meetings. We've also developed feature pages based on each Price Plan project that we have a commitment to with information about the project and its status - you can find more information at the links below.