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Price Review 2018-2023

Let's Talk Water Engagement Propels New Services


Central Highlands Water will deliver a range of new and improved services and provide pricing certainty for the next five years 2018-2023.

See the Media Release here.

These prices and services have been developed in consultation with CHW customers and stakeholders over the past 12 months through the organisation’s Let’s Talk Water campaign and including CHW’s Customer Reference Group. They will be submitted to the organisation’s economic regulator, the Essential Services Commission (ESC) at the end of September 2017.

Proposed new services and prices include: online customer account access, SMS/email alerts for planned or unplanned water supply interruptions, options for improved water quality of small towns and digital metering for all customers.

Addressing cost of living pressures was also a key priority and as a result CHW is proposing that bills will be capped at or below CPI for all customers over the five year pricing period. 




Price Reviews


Every five years, Victorian water corporations are required by their economic regulator, the Essential Services Commission (ESC) to submit a Price Review, which details the services and prices customers will receive over the next five year period.

The 2018 Price Review Submission is due September 29, 2017 (for the period 2018-2023).

Ensuring customer priorities and values of customers are reflected in the next five year pricing period is a major component and focus of both Central Highlands Water and the ESC.

Our submission is currrently being reviewed by the Essential Services Commission (ESC). For more information about the 2018 Price Review and our submission, visit the ESC 2018 Price Review page here.



Let’s Talk Water


The aim Let’s Talk Water was to determine the key issues, priorities and values of our customers across the entire CHW region, and most importantly, propose new or improved services for the Price Review 2018 submission that deliver a significant improvement in customer value.

  • Let’s Talk Water activities have included (but are not limited to):
  • Customer satisfaction survey of 834 customers, with all customers invited to participate via the regular CHW water bill
  • 23 CHW community visits
  • One-on-one meetings with major commercial customers
  • Meetings with local government and regulatory agencies
  • Young leaders Focus Group
  • A Community Discussion Forum with 46 customers attending from across the region
  • Establishment of the Let’s Talk Water Customer Reference Group.

Pictured: Let’s Talk Water Customer Forum, April 2017