“Disappointing”: Our response to ESC decision on Greater Western Water
Consumer Action Law Centre acknowledges the Essential Services Commission’s (ESC) decision today to accept an enforceable undertaking from Greater Western Water (GWW) and the significant $130 million customer remediation package GWW will be required to provide. This is a substantial outcome for affected households, and we welcome the debt waivers and credits that will be provided to customers.
However, we are disappointed that the commission has proceeded with its decision to grant GWW a temporary exemption from the requirement to issue quarterly bills.
“Consumer Action strongly opposed the proposed exception as not being in the interest of Victorian consumers,” said Consumer Action Law Centre CEO, Stephanie Tonkin.
“Quarterly billing is a critical consumer protection under the Water Industry Standard—regular, predictable billing helps households manage budgets and avoid bill shock. Allowing GWW to issue bills up to 12 months late risks compounding financial stress for families already struggling with current cost-of-living pressures,” she said.
“While the remediation package is large and will help many customers, the exemption from quarterly billing sets a concerning precedent. Quarterly billing exists for a reason – it protects people from bill shock and helps them budget for essential expenses. Removing this safeguard undermines trust and leaves households exposed to the risk of financial hardship.
“Greater Western Water’s billing failures were the result of their own stuff up, and consumers should not bear the consequences of these mistakes. I urge the regulator to ensure this exemption is truly temporary, and that GWW is assisting customers to manage unexpected bills,” Ms Tonkin continued.
“Where Greater Western Water customers have concerns about their bills, I strongly encourage people to raise these concerns directly with the water business, and to lodge a complaint with the Energy and Water Ombudsman of Victoria if they are unhappy with their response. Customers might have rights to debt waivers or compensation by lodging a complaint,” concluded Ms Tonkin.
Consumer Action will continue to advocate for robust consumer protections and accountability in the water sector, including compliance measures to ensure that similar failures do not happen again.
ENDS
Media contact: Mark Pearce mark@consumeraction.org.au Tel: 0413 299 567
