New and Improved Services - Our Progress

31 January 2019

Here at Central Highlands Water (CHW), we are devoted to improving customer value and delivering on our commitments.

We have been busy developing and implementing a range of new and improved services following our Price Review Submission to our economic regulator in 2018.

New and Improved Services

These new and improved services were developed in consultation with more than 1,000 of our customers and stakeholders over our 12-month 'Let’s Talk Water' initiative. They will be rolled out over a five-year period until July 2023. This includes 21 new services/projects and 17 improvements to existing CHW services.

With the support of our customers and stakeholders, we are delivering on our commitments, with the below projects being accomplished on time within the 2018 calendar year.

Achieved commitments

CHW My Account - icon

NEW! CHW My Account - You can now register for our online, self-service account portal to manage your billing and payment details. Register here.

Alerts by SMS and email - icon

NEW! Service interruption alerts by SMS and email - Receive alerts via SMS or email for planned and unplanned water supply interruptions. Ensure your personal and property details are up to date, contact us here.

Annual Water Outlook - icon

NEW! Annual Water Outlook - In accordance with the Safe Drinking Water Act 2003, this report provides an overview of Central Highlands Water’s supply system, the risk management and monitoring processes in place and water quality performance for the 2017/18 financial year. Read the full report here.

Safe clean drinking water - icon

ONGOING! - Safe clean drinking water that meets all regulatory standards – 100% compliance with water quality regulations in 2018. For more information click here.

Assistance grants - icon

HELPING those who need it! - We worked with our vulnerable customers developing early intervention strategies, resulting in 346 assistance grants approved during 2017-18. If you would like support or would like to know more about our programs and rebates, please go to our experiencing hardship page.

Achieving these improvements means we can now work on delivering more commitments.

Upcoming projects

  • Online two-way digital communication - This includes improvements to our website and our social media channels, particularly Facebook and the introduction of Live Chat. Live Chat is an online customer service software with live support. From 8.15 am - 5.00 pm, you can ask one of our helpful customer service officers a question and receive a response in real time.
  • Improve CHW’s water quality rating - Surveying customers across our entire water supply systems with a target to improve trend results from 2018-2023.
  • Digital metering - Replace our analogue water meter system with a digital metering system, so customers can better understand and manage their water usage.
  • Improve network performance - Improving targets for a range of performance measures, such as unplanned water supply interruptions or sewer spills.

We are also pleased to report that all these new and improved services will not affect customer prices. Under the current pricing period, our customers can be assured that prices will be capped at or below CPI (Consumer Price Index) until 30 June 2023.

Victorian water corporations are required by the state’s independent economic regulator, the Essential Services Commission, to submit a Price Review that details the services and prices customers will receive over a five-year period. The next Price Review will come into effect 1 July 2023.

The customer is at the core of everything we do here at Central Highlands Water and we look forward to continually delivering new and improved services to you all.

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