Let's talk about water. Together we can shape the future of water services for you and your community to create a thriving, liveable and sustainable city.
Our Water, Our Voice is a journey we’re taking with you, our customer, to understand what really matters to you through 6 phases of customer engagement over one year.
In July 2022 we began a dialogue with our customers through Our Water, Our Voice, an intensive customer-led engagement program. We're engaging with customers on a wide range of topics and asking questions about water and water services to give you a direct line to tell us what your priorities are.
Through this journey, we are gaining insight into what's most important to you and what you want us to deliver until the end of this decade and beyond. In our 135-year history, this is the most important opportunity to influence so much of what we will do in the future.
With your help, we will plan, invest in, and shape our future to meet your needs and the needs of your community. What you tell us will have a direct impact on our water services, waterways and communities, now and for future generations.
For a comprehensive look at the program please see
Throughout our customer engagement journey, we have welcomed your participation. Thank you to the customers who have taken part in every phase and form of engagement to date.
In particular, thank you to the participants of the validation surveys we have posted here. While we have now closed the Phase 4 survey, please note that we will be posting more surveys here in the near future.
We want to hear from you in every phase of our customer engagement journey
We're in a period of change. As our population grows and temperatures rise, so will the demand for water. We’ll need to continue to deliver a safe, reliable and sustainable water supply for our customers, as well as provide safe and reliable wastewater and stormwater services.
We'll also need to consider alternate water supplies, protect the health of our waterways and communities and meet changing customer needs.
We understand the pressures of a rising cost of living, too. So, we're committed to providing opportunities for you to tell us what's important to help shape the way we respond to the challenges facing Greater Sydney.
The 3 major factors that require us to change include growing cities, climate change and customer expectations.
Our cities and population are growing and this has a significant impact on the service we deliver to our customers. We need to be innovative and find better, simpler ways of doing things.
Our water and wastewater systems are operating at their sustainable limits and our current demand for water exceeds our forecast sustainable supply.
Our climate is changing, and we need to respond to make sure our services and assets are resilient.
Future climate risks and extreme events mean we cannot meet our water needs by only using traditional water supply approaches.
We need to make our city cooler and greener and maintain healthy waterways and ecosystems.
Our customers' expectations are changing every day – our customers expect and deserve more from us in terms of quality of service, reliability, and pricing. We need to be able to understand what customers want and expect.
We have to use water more productively and efficiently and meet our water needs at a reasonable cost.
Our Water, Our Voice is gathering valuable insights into what is important to you before our next price proposal and Operating Licence submission to our regulator, the Independent Pricing and Regulatory Tribunal (IPART) in 2024.
Our current pricing period ends in 2025. Next year, we'll submit a new price proposal to IPART for review. The findings from Our Water, Our Voice will guide what we tell IPART about the services and service levels we'll provide, and what you, our customers, are willing to pay for those services and service levels in the 2025–30 period.
We have committed to using the Our Water, Our Voice insights to influence and build our long-term strategy and our business plan. The insights from Our Water, Our Voice will directly impact Sydney Water’s investments to maintain and improve our services into the future. We'll keep you updated with the findings and our strategic plans for each step we make.
The insights we gain from Our Water, Our Voice will guide our price proposal to IPART. This way, bills in the 2025–30 period will reflect what’s important to you, because you've told us.
Our Water, Our Voice will also directly impact:
our Operating Licence and Customer Contract to IPART
our Long-Term Capital and Operational Plan (LTCOP).
This important journey is capturing the priorities and outcomes that you, our customer, expect us to deliver in the future and your willingness to pay for these outcomes. The Our Water, Our Voice program is divided into 6 distinct phases:
We are ensuring that all our customers can have a say through proper representation across Greater Sydney (including the Illawarra and the Blue Mountains). We're speaking to diverse audience groups covering:
Sydney Water is conducting this customer engagement journey, Our Water, Our Voice, with research, economic and cultural partners. Our partners are helping us ask the questions, collate the feedback and assess the insights.
We’re also in collaboration with a Customer and Community Reference Group (CCRG). The CCRG are independently chaired with members representing different views and interests from across the community and our customer base. The CCRG is working alongside Sydney Water as an independent voice, assisting us to ensure that our strategic plans, investment decisions and regulatory submissions are in the best long-term interests of customers and the community.