Customer summit

In February 2022 we invited customers to register your interest be part of a customer summit to help plan and price the services our customers need, expect and value. The key topic to be considered was:

Changes to population, the economy and the environment all bring challenges for Gippsland Water. How do we meet them while protecting the affordability our customers need?

The recommendations from the summit will form the foundations of our 2023-2028 Price Submission which goes to our Board and then to the Essential Services Commission.

How did the customer summit work?

It involved 30 customers, independently recruited in a random-selection process to ensure they reflect the diversity of our customers, working together to consider what services customers need, expect and value.

The summit was a deliberative process, which meant participants:

• Discussed the issues, challenges and opportunities in depth
• Heard what other customers and community members have said about our services and pricing
• Considered a broader range of information and heard from expert speakers
• Worked together to come to a shared position.

Expert facilitators from external consultants Insync supported participants to work together in a respectful manner. We value every voice and everyone had the opportunity to be heard.

When was the customer summit?

Three all-day meetings were held online using Zoom and members needed to attend all meetings.

Meet and greet: Wednesday, 16 March 2022 (6.00pm-8.30pm)

Day 1: Saturday, 19 March 2022 (9.00am-5.00pm)

Day 2: Saturday, 26 March 2022 (9.00am-5.00pm)

Day 3: Saturday, 9 April 2022 (9.00am-5.00pm)

Participants received $350 to recognise their time and commitment. Please note that panel members needed to attend all four meetings as the work of the summit buildt over each meeting.

It’s important to us that any of our customers could participate. We helped to overcome barriers including language, disability and technology so that panel members could have their say.

How did registrations work?

For residential customers, you or anyone in your household (18 years or older) could register. Some exclusions applied and were set out on the registration form.

View the registration form

Registrations closed at midnight on Friday 25 February.

Participant selection was managed by an independent organisation, Deliberately Engaging Pty Ltd. If you have any questions, please call Daren at Deliberately Engaging on 0472 761 324.

Find out more about our Price Submission.