Planning for the future

We’re seeking community input to help us respond to our core challenge:

How can we balance the services our community needs, now and into the future, while keeping bills affordable?

As we face rising costs, ageing assets, a changing climate and changes to local major industries, we need to work through trade-offs that shape an affordable bill and reliable services. We want to do this together. 

Gippsland is changing. The changes are significant and they affect local people, communities and organisations - including ours.

Higher everyday costs are putting strain on household and business finances.

Major industry closures are changing our communities and putting pressure on our revenue.

Opportunities for new water-intense industries are emerging.

Climate change, new technology and growing expectations are reshaping how we work.

Extreme weather and higher electricity costs affect how we manage our systems.

We must work closely with our community to respond to these pressures and realise the opportunities that our unique region can offer.

Together, we can make sure our plans reflect today’s realities and customer priorities.

The challenge for us is to keep bills fair, while delivering the reliable services our communities depend on.

We'll be working transparently with our customers to shape and develop our plans for the future.

What we learn will help shape our bills, services, investments and approach to long-term planning.

Over the next two years, we’ll:

• Share information about what we do and how we do it.
• Revisit what we’ve heard before, share how we’ve acted on it, and ask if we’re getting it right.
• Ask if there are new issues or priorities we should consider.
• Explore big issues together.
• There will be multiple ways for our customers, stakeholders and rights owners to get involved. These could include surveys, interviews, focus groups, workshops, and a customer panel.

Join our Sounding Board

We promise to clearly define levels of influence and engagement and:

1. We will listen and make sure your voice is heard
   We’ll take the time to understand what matters to you, record what you tell us, and treat every contribution with respect.
    
2. We will be open about what we’re doing and why
   We’ll keep you informed with clear, timely updates so you always know what’s happening, what decisions are coming up, and how you can get involved.
    
3. We will show how your input shapes our decisions
   We’ll explain how your ideas, concerns and recommendations have influenced our thinking and be upfront about where your feedback has led to change.
    
4. We will explain the limits and the trade-offs
   When we can’t adopt a suggestion, we’ll say so and we’ll explain why — including the costs, risks, obligations or constraints we need to balance.
    
5. We will report back regularly so you can see progress
   We’ll close the loop by sharing updates throughout the process, including what we’ve heard, what we’re doing next, and what outcomes your involvement has helped create.

We want to understand:

1. What our customers want
   Clear, evidence-based customer directions (mandates) that inform our pricing approach, service levels, investment priorities and long-term planning.
    
2. Customer preferences on key trade-offs
   How customers want us to balance cost, reliability, environmental outcomes and equity, so that decisions in our Price Submission and Urban Water Strategy reflect real community priorities.
    
3. The needs of different groups in our communities
   Insights from diverse people including customers experiencing vulnerability, people who are culturally and racially marginalised, people with disabilities, youth, First Nations people, Traditional Owners, people in small towns, and commercial customers to ensure decisions account for varying needs and expectations.
    
4. What “value for money” means to our customers
   What customers see as fair, affordable and worthwhile, and translate this into measurable criteria that guide future pricing and service decisions.

1. Genuinely heard and respected
   We’ll create a safe and inclusive space where customers and community members can openly share their experiences, knowing their voices are valued, respected and listened to.
    
2. Input leads to impact
   We’ll show customers that their feedback directly influences decisions — that what they say makes a real difference and shapes outcomes we deliver.
    
3. We are transparent and follow-through
   We’ll explain how what we learn through engagement is applied, closing the loop so people see evidence that we have acted on what we heard.
    
4. Included, confident and empowered
   We’ll design an experience where you feel valued, confident and equal in the process — and able to make a difference.

Not everything can be influenced during this process, including:

1. Regulatory and safety obligations
   This includes compliance, cyber-security and safety standards and requirements.
    
2. Timing and delivery of mandated actions
   Certain actions, timelines and focus areas are locked in through legislation, compliance obligations or government direction.
    
3. The split between fixed and variable charges on bills
   This is worked out to ensure we cover our fixed operating costs of providing sewerage and water services to a widely spread population.
    
4. Net zero and renewable energy commitments
   These are essential mandated requirements that we must meet.
    
5. Partnerships with Traditional Owners
   Our partnerships with Traditional Owners are guided by our promise to walk in step with First Nations people, the principle of self-determination and Government policy.

How to keep bills fair - and make sure those who need support receive it.

What matters most about our services and where changes could help manage costs.

How technology can improve our services, including whether our customers support digital meters.

Securing water for the future - preparing for droughts, recycling water and priority use during shortages.

Our role in communities, including the programs and partnerships that deliver the most value.

We’re getting everything in place for the program ahead

We’re talking with key stakeholders and customers to identify the big issues, preparing the information people will need to make informed decisions, and learning engagement preferences. 

This period sets us up for meaningful conversations later on.

We’re opening the door for people to get involved.

This includes recruiting members for our People’s Panel and inviting customers to join the Customer Sounding Board. 

We’ll also share clear information about what we do, what’s coming up, why we’re engaging, and how people can participate.

We’re getting out and about to hear from the wider community.

This is where we gather early views from people, businesses and community groups across our service area. 

We share what we already know, test our understanding and check in on what matters most about our services, pricing and priorities.

We’re working closely with our People’s Panel and Customer Sounding Board.

This phase is all about deeper exploration — testing options, understanding trade-offs, and working through the choices together. These insights and recommendations will shape our direction for the next five years.

We'll apply insights, customer directions and priorities gathered through engagement into the Price Submission and Urban Water Strategy. We'll show how engagement shaped decisions, finalise drafts, and prepare for Board sign‑off.