Have your say. We're still listening.

We’re putting the finishing touches to our water price submission for 2018-23 and using our customers’ feedback to shape it. Here we share what our customers have told us, what we've already done and what we plan to do. Our plan will outline our proposed services and prices for the next five years. We’ll submit it to our regulator, the Essential Services Commission, on 28 September 2017 for its review.

We’ve been listening to our customers, and taking action

>We’ve been listening to our customers, and taking action

For a long time now, we’ve invited customers who call or email us to answer a few questions, telling us why they contacted us, to rate us on our service and how satisfied they are with South East Water.

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How customer feedback is informing this price submission

>How customer feedback is informing this price submission

There’s a good chance you’ve heard from us recently – not just on your bill, but perhaps also via social media, radio, letter, SMS or by email. You may even have participated in a forum with us or used our bill simulator.

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What customers are telling us now

>What customers are telling us now

We wanted to understand what our customers value most from their water and sewerage service. To do this, we asked them to rank and assess different expectations.

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What does your money pay for?

>What does your money pay for?

The money you pay on your bill helps us deliver high quality services to you while managing a 24,000 kilometre network of pipes and pumps, 24/7. Here’s a breakdown of those services and costs.

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Join in the discussion, have your say below.

What do you think about our research results?

What do you think about our research results?

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What you've said about wanting real-time water use data

What you've said about wanting real-time water use data

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What are you willing to pay (or not pay) for our services?

What are you willing to pay (or not pay) for our services?

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What would make South East Water better for you?

What would make South East Water better for you?

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What do you expect from South East Water?

What do you expect from South East Water?

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Customer research reports

Timeline for incorporating your feedback into our price submission

2016

  • Engaged 2,000 customers and community on what they value

  • Hosted 35 customers in an online community to test value priorities

  • Held online forums with 38 customers and 4 focus groups with culturally and linguistically diverse customers on desired outcomes.

2017

  • Engaged 180 customers in focus groups and interviews

  • We want to hear from you! Have your say.

  • Use our bill simulator to select and influence the price on your bill.

  • Using your feedback to draft our price submission

  • We submit our price submission to Essential Services Commission

  • The Essential Services Commission releases our price submission for public comment.

2018

  • The Essential Services Commission releases its draft decision on our prices for public comment

  • Final decision and determination on our price plan published by Essential Services Commission

  • New prices come into effect

 
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