The ESC announced a proposed enforceable undertaking for Greater Western Water, related to issues resulting from its transition to a new billing system in May 2024.
As part of the announcement, the ESC is seeking feedback about giving Greater Western Water an exemption from issuing quarterly bills for usage and network charges from 2024 until June 2026.
We understand that customers may have immediate concerns about their bills or other matters related to Greater Western Water. We recommend checking your bills carefully to ensure you understand the charges and that any concessions you’re entitled to have been applied.
“We’ll consider the exemption and the proposed enforceable undertaking, and will provide feedback as appropriate as the approved dispute resolution service for water in Victoria,” said Catherine Wolthuizen, Ombudsman and CEO. “During this time, we want Greater Western Water customers to know that they can still come to us with complaints and we will apply our approach, which we have clearly outlined on our website.”
If you have concerns, contact Greater Western Water directly. If you’re not satisfied with their response or can’t get in touch, you can contact us to start a complaint. EWOV is a free, independent and fair dispute resolution service for Victorian energy and water consumers. We are here to help.