Customer Reference Group

Our Customer Reference Group helps to inform and enhance our decision-making and planning for the future.

The Customer Reference Group (CRG) helps us keep customers at the forefront of all we do. They play an important role in ensuring customer views and expectations are understood and reflected in our decisions, services, performance reviews and plans for the future.

The CRG:

  • represents the interests, concerns and priorities of our community
  • is made up of six to twelve members
  • meets a minimum of four times per year, in person or online, and may include site visits
  • provides important input that guides our work

Made up of diverse members from our community, each member of the group contributes their insight and experience.

Members must be Gippsland Water customers and are appointed on their ability to represent broad customer views.

View the Customer Reference Group Terms of Reference

Frequently asked questions


How is the CRG different to the Customer Sounding Board?

Customer Sounding Board members are invited to participate in engagement activities and share their thoughts. The CRG are involved in our decision making at a more strategic level.

CRG members share their specialist perspectives to inform our decision making. The CRG is also involved in designing engagement strategies, ensuring our customer engagement is authentic, and we are fair in our performance reporting.

Can someone be in both?

Yes, however there may be some sounding board activities that CRG members cannot participate in.

Do CRG members get paid?

CRG membership is voluntary. Reasonable expenses are reimbursed and a nominal fee may be paid for meeting attendance.

Do members need any qualifications?

No, CRG members are appointed on their ability to represent the community.


CRG members and staff touring Drouin wastewater treatment plant
Members of the CRG with staff during a tour of the Drouin wastewater treatment plant..

More information

Contact our Communications and Engagement team if you’re interested in finding out more about our CRG.
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