Customer Reference Group

About the Customer Reference Group

The Customer Reference Group (CRG) helps us keep customers at the heart of all we do. It plays 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. Young people aged 16 years+ who live in our service area are also encouraged to apply. 

Members are appointed on their ability to represent broad customer views.

Frequently asked questions

How is the CRG different to the Sounding Board?

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 is paid for meeting attendance. The fee is usually $100 for a standard meeting, which runs for 2-3 hours. 

Do members need any qualifications?

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