Proposed billing exception approval for Greater Western Water
Consumer Action Law Centre (Consumer Action) welcomes the opportunity to provide feedback on the Essential Services Commission’s (ESC) proposed billing exception for Greater Western Water (GWW).
We strongly oppose approval of the proposed exception, as we believe it is not in the interest of Victorian consumers, either in the short or long-term.
While we acknowledge the ongoing operational challenges faced by GWW, we consider that the proposed extension of billing periods, and the ability to retrospectively pursue unissued bills, will disproportionately affect customers experiencing vulnerability. This is especially concerning in the current economic climate, where cost-of-living pressures continue to impact consumers. The ESC’s most recent Water Performance Report found that a growing number of customers needed financial help to pay their water bills, underscoring the ongoing and increasing financial hardship Victorians are currently experiencing.
We note that delayed billing can result in unexpectedly large bills, which may be difficult to manage for households already under financial stress and with fixed incomes. We consider that the proposed exception risks exacerbating hardship and undermining consumers’ trust in the water sector, particularly at a time when it is critical for GWW to rebuild customer trust.
Read our full recommendations (PDF).
251022 – Consumer Action Law Centre – Submission re GWW proposed billing exception