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Participate Gippsland: Our plan and progress

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Participate Gippsland: Our plan and progress

Since the beginning of November, Gippsland Water has been actively engaging with customers to assist in the future of Gippsland Water and help inform the pricing submission for 2018 through to 2023.

As General Manager of Customer Service and Communications, Mr. Paul Clark explains “Every five years Gippsland Water develop a pricing submission that outlines where we will invest for the next five years, so it’s important that customers and communities play an active role in this. “

With the assistance of Redhanded Creative, Gippsland Water has been meeting face to face with customers through community focus groups as well as running an online community forum, allowing customers to connect with Gippsland Water in their own time.

“We’re so thrilled with the level of engagement from our customers” said Mr. Clark. “Already we have gained valuable insights into what our customers expect from Gippsland Water, how they currently feel about our services and what they would like to see in the future.”

Mr. Clark reported that the focus groups spoke very highly of Gippsland Water. “Many were appreciative of the availability and reliability of the water we supply. Customers see water as a precious commodity to be conserved, especially as communities grow and drought and climate change become top of mind.” said Mr. Clark.

“Customers have also been very complimentary towards our customer service when they need to contact Gippsland Water. Being able to speak to a real person based in Gippsland who is knowledgeable and can answer queries was appreciated.”

Following on from the success of the focus group sessions, Gippsland Water is now running in-depth interviews with a select group of their customers in order to find ways to further improve how they engage with the community.

The ‘online community’ forum will be running throughout December with updates on each stage of the engagement strategy available at

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Gippsland Water supplies fresh clean drinking water to more than 70,000 customers, and wastewater services to more than 63,000 customers across an area of more than 5,000 square kilometres. It maintains a $1 billion infrastructure network, which includes more than 2,000 kilometres of water mains, 15 water treatment plants, over 1,700 kilometres of sewer mains and 14 wastewater treatment plants.

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55 Hazelwood Road, Traralgon, VIC, 3844

Phone: 1800 050 500

Fax: (03) 5174 0103

Interpreter service: 1313 450

TTY: 1800 555 677