Learn about our plans and activities that show how we’re working to go beyond water for strong communities.

Price Submission

Our Price Submission is a five-year plan that sets out our priorities, the services we’ll provide, and prices that customers will pay from 2023 to 2028.

It reflects a balance which we believe continues to deliver high levels of service to our customers, ensuring their bills remain affordable, and maintains a sustainable business into the future.

Price Submission • PDF • 7.01 MB

The submission was developed with the support of our customers and stakeholders who shared their views.

Community Engagement Report • PDF • 5.59 MB

Our independent regulator, the Essential Services Commission, released a final decision on our price submission in June 2023.

Every year, we release a Customer Outcomes Report that provides a summary of how we performed in the latest financial year.

Customer Outcomes Report • PDF • 1.34 MB

Corporate Plan

Our Corporate Plan shows our continued commitment and planning to achieve our purpose and strategic direction: beyond water for strong communities.

Corporate Plan 2024-2029 • PDF • 3.86 MB

Annual Report

Our Annual Reports provide an overview of our operational performance, audited financial reports and key highlights, along with statements on our governance and management practices. 

Annual Report • PDF • 2.84 MB

Water strategies, outlooks and plans

Urban Water Strategy

Our Urban Water Strategy provides a 50-year forecast of water supply and demand. This helps us ensure that our region’s water supplies remain sustainable. It also allows us to meet the needs of our customers and community now and well into the future.

Urban Water Strategy • PDF • 6.64 MB

Annual Water Outlook

Our Annual Water Outlook forecasts water supply for the coming year. It takes into account current storage levels, ground water supplies, expected inflow, weather conditions and summer consumption.

Annual Water Outlook • PDF • 5.91 MB

Permanent Water Saving Plan

Our Permanent Water Saving Plan reflects the value our community places on water and sets out a set of common sense rules to ensure water is used efficiently.

Permanent Water Saving Plan • PDF • 1.88 MB

Drought Preparedness Plan

Our Drought Preparedness Plan details how we’ll ensure a timely and effective short-term response to water shortages. Our aim is to minimise the social, economic, and environmental impacts in times of drought.

Drought Preparedness Plan • PDF • 7.53 MB

Water Quality Report

Our annual Water Quality Report detail our performance against the requirements of the Safe Drinking Water Act 2003, Safe Drinking Water Regulations 2015 and the Australian Drinking Water Guidelines 2011.

Water Quality Report • PDF • 2.20 MB

Action Plans

Reconciliation Action Plan

We recognise, acknowledge, respect and value the depth of knowledge and connection to Country of Aboriginal and Torres Strait Islander peoples. We also acknowledge that we live and work on the land and waterways Aboriginal and Torres Strait Islander peoples have cared for and lived on for thousands of years.

Our Reconciliation Action Plan is our commitment to delivering genuine and meaningful actions and outcomes as we work in partnership with Elders and Traditional Owners in our region.

Reconciliation Action Plan • PDF • 8.68 MB

Financial Inclusion Action Plan

Our Financial Inclusion Action Plan aims to ensure people have access to basic essential services to live healthy and fulfilling lives.

Together with Good Shepherd Australia New Zealand, we’ve put together a series of measurable actions for our employees, customers, supply chain and community.

Financial Inclusion Action Plan • PDF • 1.63 MB

Gender Equality Action Plan

Equality is achieved when people can access and enjoy the same rewards, resources and opportunities – regardless of their unique identity.

We are committed to an inclusive workplace that embraces and promotes diversity, where everyone is treated with respect, and feels valued.

Our Gender Equality Action Plan has been developed following the Gender Equality Action Plan 2021–2025 Guidance for Defined Entities as issued by the Commissioner for Gender Equality in the Public Sector.

Gender Equality Action Plan • PDF • 3.14 MB


Our charters outline customers’ rights and obligations under relevant State Government legislation.

Customer Charter

Our Customer Charter is based on the Water Industry Standard issued by the Essential Services Commission (ESC). The ESC is an independent regulator of the Victorian water industry and is responsible for promoting the long-term interests of water and sewerage customers regarding price, quality and reliability of services.

Customer Charter • PDF • 575 KB

Customer Charter Summary

Our Customer Charter Summary provides a summary of your rights as a customer and our obligations to you, as set out in our Customer Charter.

Customer Charter Summary • PDF • 1.83 MB

Privacy Charter

Under the Privacy and Data Protection Act 2014 we aim to give customers and individuals more control over the way we collect, use, secure and disclose personal information. The act also gives customers the right to know what information we hold about them.

Our Privacy Charter that explains how we handle personal information.

Privacy Charter • PDF • 845 KB