Proposed changes to billing and collections
What is changing?
As part of the integration of the former Western Water and City West Water into Greater Western Water, we’re aligning our billing systems and processes to make billing more equal for everyone.
In January this year we shared our proposal to make some changes to how often you receive a water bill and how long you have to pay. We also asked you what support you'd need to make the change as easy as possible.
Where are we now?
We received a strong response with over 1,000 surveys completed. We value your feedback as it really helps us inform the changes we’re making and ensure we can bring you a better customer experience.
We have now reviewed and considered all feedback received to inform our submission to the Essential Services Commission (ESC) on 15 February 2023.
From 1 July 2023, we'll begin the process of moving customers across to quarterly billing. This change will not impact the cost of your water usage and service charges over the year. Receiving your bill more often should mean smaller bills as the cost is spread out over four bills instead of three.
You will start receiving your water bill quarterly from October 2023.
Many of our customers already receive a quarterly bill. For these customers there will be no change.
Reporting back to you
Thank you for taking the time to complete the survey, ask questions and provide your feedback during our consultation period. We heard from more than 1,000 people and we're committed to ensuring we accurately report back to you what we heard, and how your feedback was used.
We have responded to commonly raised areas of interest in the section below. More specific questions raised during our consultation have been also been captured under Project FAQs.
You are welcome to download a copy of the Closing the Loop report, or contact us to speak with the team if you have additional questions.
What you told us
We received a strong response from you over our consultation period.
We heard that:
- You want to understand how we are supporting you through this change
- There are concerns that your bills would be more expensive
- You want to ensure we consider customers on flexible payments and other arrangements already in place
- You want us to provide notice and clear understanding of the changes before they happen.
When asked..
How we have addressed your feedback
In addition to our existing options and support for customers experiencing difficulties, we will:
- Offer a 7 day payment extension for anyone finding the change in payment terms challenging
- Offer a bill-smoothing arrangement allowing you to spread bill payments over multiple bills
- Offer a case management approach through our Community & Care and Customer Assist teams
- Allow a 6-month transition period where we'll give you more time to pay before issuing a final notice.
The change in bill cycle will not change the cost of water services or annual network charges.
Receiving your bill more often should mean smaller bills as the cost is spread over four months, instead of three.
Existing flexible payment arrangements will remain in place for those currently using these options.
When we introduce our new billing system, you will also have greater flexibility to manage your water bill and choose the payment method and frequency that suits you.
We will communicate these changes with you regularly before they come into effect on 1 July 2023.
In our next customer bill, we will confirm the changes, timing and options to find out more.
We'll also let you know via a range of other channels such as social media, SMS and email.
