The Essential Services Commission is seeking feedback on Greater Western Water's request to delay setting new maximum prices for customers.
The commission sets the maximum prices Victorian water businesses can charge customers for water and sewerage services. As part of this process, Victorian water businesses must prepare and submit pricing proposals to the commission for review. The commission decides whether to approve these proposals.
Sixteen water businesses, including Greater Western Water, are due to submit pricing proposals to the commission by 13 September 2027. New maximum prices for those businesses will start on 1 July 2028 and usually apply for five years.
Greater Western Water has asked the commission for a 12-month delay so it has more time to engage with customers to help inform its pricing proposal.
Greater Western Water is also subject to a court-enforceable undertaking in relation to failures with its billing system. It said the delay would allow it to focus on completing work to fix its billing system and improve customer support before fully turning its attention to preparing its next pricing proposal.
If the commission approves the request, the current maximum prices would remain in place until 1 July 2029. However, water prices are adjusted annually for inflation, borrowing costs, and changes to bulk water prices.
The commission will only approve the request if it is satisfied the delay is in the long-term interests of Victorian consumers and Greater Western Water customers in particular.
Customers of Greater Western Water and other interested parties can provide feedback on the request by visiting engage.vic.gov.au by 5pm, Monday 23 November 2026.
Quotes attributable to Essential Services Commission Chairperson and Commissioner Gerard Brody
"We want to hear from Greater Western Water customers before making a decision. I encourage anyone who would like to provide feedback to visit Engage Victoria and have their say."
"In assessing this request, we will consider whether delaying the next price review would lead to a better outcome for customers."
"If this request is approved, Greater Western Water would keep its maximum prices for an extra year. Prices would still be adjusted annually, but customers would not move to new maximum prices until 1 July 2029."
Background
In 2025, the commission accepted a court-enforceable undertaking from Greater Western Water following billing system failures that caused significant disruption to customers. Greater Western Water agreed to provide a $130 million redress package to affected customers and make other changes to restore its billing system and customer support processes.
The commission is closely monitoring Greater Western Water's compliance with the undertaking.
