Annual Report

See what we've achieved over the past year

In late November every year, we issue our annual report. It covers our achievements and challenges over the previous year, our performance against our statutory requirements and the progress we’ve made towards meeting our corporate strategic goals. Catch up on our current and past achievements.

Current report

Our Annual Report 2019–20 (6.7MB)  was released in November 2020. It includes many highlights we'd like to share with you. If you'd like a snapshot, take a look at the Annual Report Summary 2019–20 (1,316KB).


Highlights in 2019–20

  • We introduced our 2020–2030 Strategy to help deliver our vision of creating a better life with world-class water services. This will direct our activities for the next decade and enable us to respond to key challenges facing our customers, our business and the environment.
  • Our customers saved, with about 10.4% less water used on average than expected over the year. That equates to more than 61.8 billion litres. Significant behavioural change in response to water restrictions and campaign activities peaked during January, with a 16.6% reduction
  • In June 2020, the Independent Pricing and Regulatory Tribunal (IPART) released its Final Determination for customer pricing from 1 July 2020 to 30 June 2024. Under the new prices, an average household bill will decrease by 7%, or $80, for 2020–21. With water at $2.35 a kilolitre, our water bills continue to be among the lowest in the nation. If dams fall to 60%, our new drought pricing kicks in increasing the price to $3.18 a kilolitre.
  • Our successful Customer Experience Platform (CxP) moved into the next phase and received national and global recognition at the 2020 Australian Service Excellence Awards. 
  • We achieved 2 significant milestones to support our growing customer base in Western Sydney: signing landmark deals with the Western Sydney International Airport and the Sydney Science Park.
  • Our corporate reputation score for residential customers was 7.2, up by 0.2 points on the previous financial year, despite so many challenges.