Thursday, 16 October 2025

 Melina BATH (Eastern Victoria) (12:23): (1081) My question is to the Minister for Water. Minister, how can Victorians have confidence in your oversight when a $150 million billing system for Greater Western Water was launched without a completed plan to manage customer data and with no contingency for backup, leaving thousands of customers in distress? Can you guarantee these issues are now resolved?

 Gayle TIERNEY (Western Victoria – Minister for Skills and TAFE, Minister for Water) (12:24): What I am going to do is take the chamber through a couple of steps first. In mid-2024 GWW merged two computer billing systems used by the former City West Water and the former Western Water. It is clear that this has not gone the way it should have, and customers are rightly frustrated. I expect the highest customer service from our water corporations, and Greater Western Water has apologised to the community for not meeting those expectations. That is why this government requested GWW to commission an independent review to get to the bottom of this issue and prevent it from happening again. This review was made public to provide transparency to the community. The review has made 25 recommendations around governance, planning, capability and resources, and communication and customer support. Greater Western Water has accepted all recommendations.

With its new senior leadership team now in place, GWW has commenced a return-to-service plan and is now working to rebuild trust with its customers. GWW has worked with the independent regulator to offer customers bill relief through a $130 million package. This is currently being consulted on with the Essential Services Commission and reflects Greater Western Water’s commitment to take responsibility, resolve the issues and make lasting improvements. Greater Western Water has hired additional staff, extended call centre hours and increased the volume of calls that can be taken. GWW has also opened its offices in Footscray and Sunbury for in-person support.

GWW is required to regularly report on clear, measurable progress until this is resolved. This means resolving outstanding issues for impacted customers quickly and fairly, keeping the community regularly informed and being fully accountable through transparent reporting. Our focus is on ensuring any systemic issues underlying bill and data issues for Greater Western Water customers are fully resolved to restore customer confidence in a high-quality, affordable and reliable water service.

 Melina BATH (Eastern Victoria) (12:27): Minister, given the water ombudsman’s warnings that complaints are not letting up, why has your government refused to come clean to affected GWW customers, and could you explain exactly when they will receive full compensation, not just consultation?

 Gayle TIERNEY (Western Victoria – Minister for Skills and TAFE, Minister for Water) (12:27): In terms of support for customers, GWW recognises that what has happened is completely unacceptable. GWW recognise that it is their responsibility to fix it for their customers, and customers will not pay for it. As part of GWW’s proposed enforceable undertakings with the Essential Services Commission, the following applies: if a customer did not get a bill for any 2024 charges, GWW will not collect those charges; two, customers who get a bill for charges between January 2025 and June 2026 with a delay of four to 12 months will get credit from $80 to $240 on their account, based on how long the delay was; and three, GWW will not send bills for charges more than 12 months after the billing period ends. This $130 million package is currently being consulted on by the Essential Services Commission and reflects Greater Western Water’s commitment – (Time expired)