Integrity
We protect your privacy. We have a responsibility to hear your views. We report on engagement outcomes without bias.
What we heard
Our community engagement included:
- seven pop-up events between June and July 2025
- an online survey
- a social media campaign
- this YourSay page
- internal activities to involve our staff
We asked the community to share what they value when we communicate, collaborate, or work together.
From the feedback we received, the most important expectations for meaningful engagement were that it be genuine, inclusive, transparent, and responsive.
You told us there was a clear emphasis that Greater Western Water should act with the following principles:
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Authenticity
You have real opportunities to influence our work. We are clear on what you can and can’t have a say in. We provide information whenever we can, and we act on your feedback.
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Inclusivity
Everyone has a right to be heard. We provide information in easy-to-read and accessible formats. We will minimise barriers to your participation in our activities.
What's next
The revised Engagement Framework for 2026–2030 has been approved and will be finalised by the GWW Board in December, with launch planned for early 2026.
From October to December 2025, we’ll be back out in the community to share what we heard and how your feedback has helped shape our work.
We’ll continue to provide updates on how your feedback is making a difference through YourSay and at local pop-up events.
What we heard
We asked for your feedback on our DRAFT Engagement Framework 2026–2030, you consistently told us what matters most to you, outlined below:
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Listening and acting on feedback
You want to feel genuinely heard and see your input influence decisions.
"We want to see change when we speak up"
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Clear and proactive communication
You want information to be timely, straightforward, and easy to understand.
"Tell us what's happening and why"
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Transparency and honesty
You want communication that is open, honest, and clear.
"Be upfront about what you can and can't do"
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Efficient customer service and billing
You want accessible support and simple processes that work.
“Resolve issues quickly and make it easy to get help.”
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Diversity, equity, and inclusion
You want participation to be accessible to diverse cultural, linguistic, and demographic groups.
“Make engagement inclusive for everyone.”
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Education and awareness
You want opportunities to learn about water-saving, sustainability, and resource management.
“Teach us more about water and sustainability.”
Who we heard from
Who we heard from
- We mostly heard from older adults, with limited participation from younger people.
- Feedback came from a diverse mix of community members, though there was minimal engagement from specific groups such as CALD and LGBTQIA+ groups.
- Some areas, including Bacchus Marsh and Deer Park, showed lower digital access and literacy, particularly among older participants.
- Engagement was highest at local markets where incentives were offered, and lowest in shopping centres.
- Billing-related topics sparked the most conversations.
Our reach
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Chatted to 304 people at community pop-ups
7 in-person community events across the service area
- Deer Park, Richmond, Bacchus Marsh, Caroline Springs
- Eynesbury, Lancefield, Woodend
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490 Visitors to the YourSay page
Online engagement via YourSay and social media
- 160,018 website views
- 7 Facebook and Instagram posts and 6 ads
- 176 social media views
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21 online surveys completed
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170 dots telling us your priorities
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125 short responses about good engagement
You told us that good engagement is when we:
- Listen and act on feedback
- Communicate clearly and honestly
- Make engagement accessible and inclusive
- Build trust through transparency
What we'll do
Our promise to you
You told us what you want to see when it comes to engagement at Greater Western Water.
Here’s how we’ll respond:
- Apply your feedback and show how it has influenced our projects and decisions
- Follow through on our promises to the community
- Explain things clearly in plain language that everyone can understand
Next Steps
| When | What's happening |
| Oct - December 2025 | We will return to our community to report back on what we heard and how it is shaping our work. |
| Early 2026 | We will launch our new Engagement Framework and make sure our business and staff understand what the community has told us. |
| Ongoing | We will continue to share updates on how your feedback is shaping our work, through YourSay and at community pop-ups. |
Engagement Summary
A snapshot of our engagement
Full engagement report
The full report is available below.
