Overview

The Essential Services Commission regulates the pricing of water services for consumers within Victoria.

Goulburn-Murray Water has submitted a pricing proposal for the period 1 July 2020 to 30 June 2024, and the commission is reviewing this submission. As part of our review, we will seek feedback from customers and stakeholders of Goulburn-Murray Water at multiple points throughout the price review process to inform our decision-making process.

The commission is conducting this review under a new pricing framework, which:

  • promotes better value and outcomes for Victorian water customers, and
  • requires water businesses to undertake meaningful customer engagement to inform their price submissions.

The commission will then determine service levels as well as the maximum prices Goulburn-Murray Water can charge.

The commission is now consulting on the draft decision on Goulburn-Murray Water prices until Friday, 24 April 2020.

How does this affect you?

This review is relevant for all Goulburn-Murray Water customers. It sets service levels and an upper limit on prices that go into the water bill for the next four years from 1 July 2020.

Key facts from our draft decision

The commission has released its draft decision after reviewing Goulburn-Murray Water's price submission that set out its proposed prices and key outcomes for customers.

Depending on the service, on average, Goulburn-Murray Water’s prices will fall by around 10 per cent (before inflation) in 2020 21 (compared to 2019 20).

Prices will fall by a little less than one per cent per annum for the remaining three years of its regulatory period.

Informed by customer engagement, the business is committing to the following improvements:

  • Resolving customer queries at the first call, and to the satisfaction of the customer.
  • Increasing water delivery to gravity irrigation customers (targeting 95 per cent).
  • Improving reliability to pumped irrigation districts.
  • Communication within 24 hours to diversion customers on restrictions on unregulated streams.
  • Our draft decision approves Goulburn-Murray Water’s:

    • proposal for a common water delivery charge across its six irrigation districts
    • reforms to bulk storage fees.

    Currently, Goulburn-Murray Water has five of its six irrigation districts on a common water delivery charge, with Shepparton being the exception. We consider the costs in each district are sufficiently similar to be covered by a common charge. A single charge supports administrative simplicity and appears to be supported by customers.

    We also propose to approve Goulburn-Murray Water’s proposal for all retail customers to pay water storage fees based on system charges.

    Previously, non-water users were charged a ‘basin’ price, and water users a ‘system’ price. We consider that customers should pay the same charge for the same service regardless of whether the customer is a water or non-water user.

    Have your say

    We are seeking feedback from Goulburn-Murray Water customers and stakeholders.

    We want to make sure we give you the opportunity to ask questions or provide feedback about our draft decision on Goulburn-Murray's proposal. You can have your say on this page by:

    • joining our online public forum event on 16 April 2020 at 10.00am
    • asking a question or providing feedback on our draft decision in our virtual public forum where our water team will reply,
    • requesting a water team member to give you a call to discuss our draft decision or,
    • making a submission about our draft decision through the general comments form or uploading a formal submission document.

    You can also give us your feedback calling us on 1300 664 969.

    Our online public forum event

    We will also be holding an online public forum event on April 16 2020 from 10.00-11.30am.

    You may register to stay updated on this event or simply join us via zoom using the instructions in the 'important update' at the top of this page.

    Provide a short summary of your question.

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    Provide detailed information relating to your question.

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    Select a respondent from the list that you would most like to answer your question.

    Moderation Policy

    These are the people that are listening and responding to your questions.

    Angeline Bilas

    Project Manager

    Lucy Weston

    Project Manager, Customer Engagement

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    General comments

    Do you have any comments on our draft decision?

    You have 255 characters left.

    You will receive confirmation of your submission


    Refer to the collection notice on this page

    Collection notice

    As part of making a submission, we need you to provide personal information, such as your name, email address, town of residence and postcode. We will use this information to send you updates about this review.

    It is our policy to publish all submissions to reviews on the Essential Services Commission website. This process may involve publishing your personal information (your name, not your address). You can request anonymity by selecting the relevant tickbox.

    We may also collect personal information when you email us with a query. Aside from any exceptions in relevant privacy legislation, we will not use or disclose the information you provide for any purpose other than to progress and respond to your query.

    You have the right to access personal information we hold about you. We may ask you to pay a small fee for this. You can also request that we correct your personal information in our records at no charge.

    Requesting anonymity

    You can request anonymity by selecting the relevant tickbox on this page. Depending on the circumstances, requesting anonymity may affect the weight we can give to your submission. Information that influences our decisions generally needs to be disclosed so stakeholders can understand the reasons for our findings.

    Read more information about our submissions policy.

    Upload a submission

    Upload a submission

    You have 255 characters left.

    You will receive a confirmation of your submission

    Refer to the collection notice on this page

    Collection notice

    As part of making a submission, we need you to provide personal information, such as your name, email address, town of residence and postcode. We will use this information to send you updates about this review.

    It is our policy to publish all submissions to reviews on the Essential Services Commission website. This process may involve publishing your personal information (your name, not your address). You can request anonymity by selecting the relevant tickbox.

    We may also collect personal information when you email us with a query. Aside from any exceptions in relevant privacy legislation, we will not use or disclose the information you provide for any purpose other than to progress and respond to your query.

    You have the right to access personal information we hold about you. We may ask you to pay a small fee for this. You can also request that we correct your personal information in our records at no charge.

    Requesting anonymity

    You can request anonymity by selecting the relevant tickbox on this page. Depending on the circumstances, requesting anonymity may affect the weight we can give to your submission. Information that influences our decisions generally needs to be disclosed so stakeholders can understand the reasons for our findings.

    Read more information about our submissions policy.