July 2018

Price Submission goes live

December 2017 –          March 2018

Final draft to Essential Services Commission

A draft decision has been released by the ESC in relation to the Price Submission we submitted, which detailed our proposed prices, projects and the outcomes we are looking to achieve during the period 2018-2023. It also detailed the community engagement we have undertaken to help shape the submission.

If you would like to review the draft decision or provide feedback please click here.

September 2017

Feeding back to the community

Comments for this round of engagement have now closed.

June 2017

Your Say – providing results to the community

The results of the survey have been taken to the Customer Committee and they have provided their recommendations. These recommendations are now available to the community to provide submissions on prior to the options being included in the final draft document.

April – May 2017

Preparing the final draft

The draft price submission is finalised taking in to consideration feedback received from the last round of community engagement.

March 2017

Back out to the community

Based on what you’ve told us so far, we will be seeking your feedback on various service options and the potential costs involved.

We are hosting Water Cafes, visiting Neighbourhood and Community Houses, and holding various conversations with you to help us shape the final draft plan.

Over 400 surveys were completed during this survey.

Click on the tabs for ‘Water Cafes’ and ‘Neighbourhood and Community Houses’ to find out where we will be and when.

January – February 2017

Reviewing the results

Results are analysed to prepare for the next round of engagement.

October – December 2016

Going out to the community

We use an online survey to collect feedback from around 900 customers, which is accessible via our website and Facebook page. We also have a hard copy version from our head office in Bairndsale and at all local Neighborhood and Community Houses. In addition we host 12 Water Cafe’s at various community events around the region.

August – September 2016

East Gippsland Water plan reviews

Feedback from Customer Conversations helps prioritise areas of our business for further detailed customer engagement. This is instrumental in helping to shape our online survey.

July 2016

Customer conversations

Twenty-four conversations are held, with a total of 63 participants. Those taking part include Year 9-12 students (future bill payers), local aboriginal groups, small and major business customers, community groups and residential customers.

The conversations or Peer Research, are hosted by a representative from InSync Surveys Pty Ltd or by a Customer Committee member. East Gippsland Water staff also attend to assist with technical questions.

May – June 2016

Development of themed question areas

General question areas based around agreed themes are drafted by East Gippsland Water and the Customer Committee, working with InSync Surveys – to act as the basis for customer conversations.

February 2016

Customer Committee and East Gippsland Water staff survey

Initial consultation is undertaken with our Customer Committee and staff to identify the most important themes for further customer engagement.

Information to help assist this process included:

• results from the annual Customer Satisfaction Survey,
• complaints received by East Gippsland Water over the past 3 years and,
• results from the Water Services Association Customer Perceptions Survey.

January – April 2016

Price Submission process commences

Staff put forward suggestions for projects and business priorities during the period 2018-2023.

Finally …. to get you thinking….

So why buy bottled water?

Video provided courtesy of Yarra Valley Water and the Choose Tap Coalition.

What are the three P’s?