Thursday, 5 March 2026

 Bev McARTHUR (Western Victoria) (12:27): My question is to Minister Tierney. Minister, it was revealed last week that over 120,000 customers of Greater Western Water may receive up to six bills at once, covering a period over the last 18 months. This is a consequence of the bungled billing system project, as identified in the Greater Western Water annual report released on Christmas Eve last year. Minister, what are you doing to manage this unfair situation for customers who face water bills – six at once for some – costing in the thousands, through no fault of their own?

 Gayle TIERNEY (Western Victoria – Minister for Skills and TAFE, Minister for Water) (12:28): This is not the first time that this matter has been raised, and it is certainly not the first time that I have responded. My response today will be similar to responses that I have given in the past. Essentially the –

Members interjecting.

Gayle TIERNEY: GWW recognise that what they have done is completely unacceptable, and they have committed and recognised that it is their responsibility to fix it. As I said, I think in the last parliamentary sitting, the new managing director Cameron FitzGerald is absolutely focused on delivering the return-to-service plan and rebuilding trust with its customers. GWW has offered the independent regulator the Essential Services Commission a $130 million remediation package for its customers. This is the largest undertaking the commission has ever accepted across the water and energy sector, and it reflects GWW’s commitment to take responsibility, resolve issues and make lasting improvements. Customers do not need to contact GWW to receive a credit or waived charges; they are automatically applied with extended payment terms and flexible payment options. GWW will continue to proactively communicate with its customers throughout this process, and of course to support this GWW has also hired additional staff. It has increased the volume of calls that can be taken and is also providing in-person support at a number of its offices. We are absolutely committed to making sure that GWW does deliver a customer focus in the issues that have been in play for a period of time. We had the Noone review, we have got the return-to-work plan, we have put on additional staff, and GWW is taking all steps to ensure that customers are at the centre and absolutely at the core of their business operation.

 Bev McARTHUR (Western Victoria) (12:30): Thank you, Minister. When talking about the bungled billing system rollout in the annual report, Greater Western Water chair Lisa Neville – former water minister, no less – said:

The system did not work as it should and has caused widespread problems in billing and payments, customer service and support, developer services, information statement applications, approvals processing, account management and privacy. We know this has caused stress and inconvenience, and we’re truly sorry.

Minister, you are the minister. Like the chair, will you also apologise?

 Gayle TIERNEY (Western Victoria – Minister for Skills and TAFE, Minister for Water) (12:31): Goodness me, it is almost like having to go back to primary school – about the distinction between what the minister’s role is and what the role of water corporations are. It is not that simple, Mrs McArthur, and you know that. You try to blur the lines. The fact of the matter is that this is a problem that originated from the merging of two IT systems, and since that time there have been systemic issues. We know that it has been repeated, and indeed there have been a number of proactive activities undertaken by GWW in respect to this matter.

Bev McArthur: On a point of order, President, the question was really simple. Like the former water minister and the chair Lisa Neville, will you apologise?

The PRESIDENT: A point of order is not for repeating the question. The minister was answering the question as far as where her responsibilities to the authority lie.

Gayle TIERNEY: Indeed various people connected with GWW management have apologised to customers of GWW, and they have assured customers of GWW that they are taking all efforts to ensure that what can be done to rectify the situation can be made.