Greater Western Water (GWW) will provide more than $130m in compensation and credits to customers affected by its failed billing and payment system, following an enforceable undertaking accepted by the Essential Services Commission (ESC) in October 2025.
Acting MD Craig Dixon said the enforceable undertaking demonstrates GWW’s commitment to making things right.
“We know the billing issues have caused significant frustration for our customers, and we’re genuinely sorry for the impact this has had,” Mr Dixon said.
“This enforceable undertaking is about taking responsibility and ensuring we deliver the experience our customers deserve and expect from us.”
The utility’s new billing system failed when introduced in 2024 causing widespread delays and disrupted direct debit arrangements, leaving many customers without bills for extended periods.
Under the enforceable undertaking, the government-owned organisation will waive around $75m in unbilled water and sewerage charges from the 2024 calendar year and provide about $55m in customer credits to those affected by delays or cancelled direct debit arrangements.
The ESC has also approved temporary billing cycle changes for GWW after a public consultation process, allowing the company to restore its systems and improve reliability.
“Offering this enforceable undertaking to the ESC is an important step in us recognising the inconvenience we have caused customers, taking responsibility for what’s happened, fixing ongoing issues and making long-term improvements,” GWW said on its website.
Waived charges
Residential and small business customers will have 2024 water and sewer charges waived if they were not billed for them by 1 September 2025.
Customers who did receive 2024 bills before that date will still need to pay, but may receive credits if the bills were delayed by more than seven months.
Government charges, including the Parks Charge and Waterways and Drainage charges, will still apply as GWW collects these on behalf of the Victorian Government.
Credits for current customers
Eligible residential and small business customers will receive account credits automatically — no application is required.
Customers may receive:
- $80 if a 2024 bill arrived more than seven months late
- $80 if a 2025 bill was delayed by four to six months
- $160 if delayed by six to nine months
- $240 if delayed by nine to twelve months
- $80 if a direct debit in full arrangement was cancelled or unavailable.
Large business customers are not eligible for the credits. Credits for 2025 billing delays are not cumulative, with only one payment applied per customer based on the maximum delay period.
Credits for former customers
Customers who have since moved out of GWW’s service region but were affected by billing delays since May 2024 may also be eligible for an $80 payment, provided they experienced the same qualifying billing delays or disruptions to direct debit arrangements.
GWW said it is finalising plans to implement the credits and charge waivers and will update customers on timing.
Greater Western Water is a Victorian government–owned corporation and reports to the Minister for Water. It was established in July 2021 through the merger of City West Water and Western Water, and operates under the Water Act 1989 (Victoria). GWW provides water, sewerage, and recycled water services to more than 1.2 million people across Melbourne’s western suburbs and regional towns.
Annual report
The firm’s last annual report covers the 12 months to 30 June 2024, is dated 27 August 2024, has a PDF creation date of 2 October, and shows an annual profit of $119m – it is available here. The firm has not confirmed the release date of its 2024/25 annual report, which Sunbury Life expected to be published in August/September.