Customer Outcomes Report 2025-26

Our annual performance report tells you how we’re tracking.

In our Price Submission 2023-28 we set out six customer outcomes that reflect the things that matter most to our customers. Our Customer Outcomes Report tells you how we’re performing against these outcomes. We’ve listened to you feedback over the past year, and we use this to help with our business planning and the way we report our performance.

In the third year of our Pricing Submission 2023-28 commitments, we achieved strong results across several customer, operational and environmental measures, while continuing to address some ongoing challenges

Customer satisfaction with the reliability of our water and sewerage services remained high. Operational performance also improved, with fewer customers experiencing multiple or unplanned water interruptions.

We reached important milestones at the Warrnambool Sewage Treatment Plant, completing stage one of the disinfection project and the evaluation study for future treated effluent management options.

Environmental compliance exceeded target levels, customer awareness of our financial support programs remained strong, and regional stakeholder satisfaction continued to outperform targets.

Areas where challenges remain

While several measures improved, customer perceptions of value for money remained below target and our Net Promoter Score declined. These results highlight ongoing concerns about affordability, water quality and overall value.

Performance against several water quality measures continues to be influenced by progress on the Quality Water for Wannon Program.

The customer targets for Outcome 4 were set on the assumption that additional water treatment infrastructure would be operating by this stage of the regulatory period. While the program continues to progress, delivery remains behind the original schedule. This has delayed the customer benefits the program is designed to deliver and contributed to water quality measures remaining below target.

These targets are expected to remain challenging until the infrastructure is completed and customers begin experiencing the anticipated improvements in drinking water quality.

Looking ahead

As we move into the second half of the regulatory period, we’re focused on delivering our major commitments and improving outcomes for our customers and communities.

Our Customer Outcomes

Read the report

Click the link below to read the report.