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Improve your service by telling us what you think

Westernport Water is gearing up to run its annual customer satisfaction survey that influences improvements for the organisation’s service delivery.

By Westernport Water - 30th September 2009 - Back to News

Customers will be contacted at random and invited to take part in a simple 15-minute survey being conducted by independent research company, Bartley Consulting.

The fifth annual survey covers permanent and non-permanent residents with calls scheduled for 8-21 October 2009.

According to Westernport Water’s Managing Director, Murray Jackson, the results feed directly into the corporation’s service quality business plan.

"We like to know the quality of service we are delivering to our customers and the results of these surveys are very powerful indeed," he said.

"We use them to identify and understand customer issues in the areas of water supply and quality, wastewater services, environment, price and customer responsiveness.

"This in turn enables us to benchmark our performance and shape our customer priorities and approach for the coming business year.

Last year’s 2008 survey showed 90% were satisfied with the service provided by Westernport Water, which is in line with 2007 results (88%).

Customer suggestions to increase satisfaction in the 2008 survey included:

• Water supply – Maintain summer water restrictions and ensure security of overall water supplies.
• Price – Service and usage charges should balance.
• Water quality – Continue to improve taste and colour of the water.

"These were the areas our customers wanted us to concentrate our efforts and we responded accordingly," Mr Jackson said.

"Some of the initiatives we instigated in 2008 related directly to securing the area’s water supply especially in the run-up to the tough summer season.

"These included maintaining permanent water savings measures and the use of authorised water officers every day during the summer period with powers to investigate breaches and issue on-the-spot fines.

"We also worked hard on our hardship delivery program for those people having trouble meeting their bills with services such as easy payments.

"Finally, we are already focusing on bettering our water quality and we have recently run initiatives such as pipe scouring and a successful chloramination trial in the Kilcunda region."

If anyone has queries about the customer satisfaction survey process they can contact Merryl Todd at Westernport Water on 03 5956 4100.

The survey is completely anonymous with no crossover of contact details between Westernport Water and the survey company. The customer satisfaction survey complies with regulations under the Privacy Act and is modeled on similar telephone surveys conducted by other water corporations.

The Westernport area remains on permanent water savings measures. You can check these measures at www.westernportwater.com.au or phone 1300 720 711.

Source: www.gippsland.com

Published by: mbird@westernportwater.com.au

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• Gippsland Water opens paid summer internship applications for undergraduate students seeking career experience from November 2026 to February 2027
  Gippsland Water has opened applications for its paid 12-week Summer Internship Program, offering undergraduate students practical experience across engineering, science, IT and business from November 2026 to February 2027.
• Latrobe City Council adopts balanced 2026/27 Budget with $90.4M capital works and expanded community services plan
  Latrobe City Council adopted its balanced 2026/27 Budget, allocating $90.4 million for capital works, funding essential community services, road maintenance and grants, while introducing a new FOGO kerbside waste collection service.
• Gippsland Water reaches 100 percent renewable electricity target, cutting emissions by 20,000 tonnes toward 2030 net zero
  Gippsland Water has achieved 100% renewable electricity by 2025, cutting 20,000 tonnes of emissions annually and advancing its ambitious goal of net zero emissions by 2030, 20 years ahead of schedule.
• Gippsland Water appoints Sam Muir and Kellie O’Callaghan to the board, bringing experience, diversity and community focus
  Gippsland Water has appointed Sam Muir and Kellie O’Callaghan to its Board, bringing diverse experience, strong community engagement, and fresh perspectives, while outgoing directors Jo Benvenuti and Chris Badger are acknowledged.
• Gippsland Water encourages schools to join a free monitoring program reducing water loss and costs
  Gippsland Water is urging schools to join a free water monitoring program using digital metering to detect leaks, reduce costs and improve efficiency.
• Gippsland Water launches Sounding Board, inviting community feedback with chance to win $1,000 gift card
  Gippsland Water invites the community to join its Sounding Board, share feedback, influence future planning, and enter a draw to win a $1,000 gift card.
• Gippsland Water promotes hydration and sustainability with popular portable drinking fountains at Traralgon International tennis tournament
  Gippsland Water’s portable drinking fountains at the Traralgon International help players and spectators stay hydrated, promote tap water, support community events, and reduce single-use plastic for environmental sustainability.
• Gippsland Water shares practical water-saving tips, family activities, sign-up at Wellington Sustainability Festival on 14 March 2026
  Gippsland Water will share water-saving tips, family activities, and Sounding Board sign-ups at the Wellington Sustainability Festival, Saturday 14 March, at Nakunbalook Environmental and Cultural Education Centre, Sale
• Gippsland Water urges residents to protect water meters from winter frost damage this winter
  Gippsland Water is urging customers to protect water meters from frost this winter, as freezing temperatures can cause bursts and damage, recommending simple coverings and reporting faults via its 24/7 line.
• Gippsland Water completes major Warragul sewer upgrade, boosting capacity and supporting town’s rapid growth and future reliability
  Gippsland Water has completed a 1.5-kilometre Warragul sewer upgrade, increasing capacity, improving reliability, supporting population growth, and protecting the environment, including relocation of threatened local species during construction.
• Gippsland Water welcomes five local women into STEM internships, promoting diversity, innovation, and career pathways for students
  Gippsland Water welcomed five local women into STEM internships, providing real-world experience, mentoring, and career pathways while promoting diversity, inclusion, and innovation across multiple departments this summer.
• Gippsland Water’s mobile trailer supports community events while promoting health, sustainability and reducing single-use plastic
  Gippsland Water’s mobile water trailer supports community events, providing free drinking water, promoting healthy choices, reducing single-use plastics, and enhancing public and environmental health across the region in 2026.
• Gippsland Water has strengthened Glenmaggie conservation efforts by fencing endangered Downy Zieria after audit detected plant damage
  Conservation at Gippsland Water’s Glenmaggie biodiversity site has been strengthened with fencing to protect endangered Downy Zieria after damage from browsing wildlife was identified and monitored.
• Gippsland Water launches $12.2M Dutson Downs expansion boosting organics processing, compost output, and sustainability
  Gippsland Water officially opened a $12.2 million Dutson Downs expansion, boosting organics processing by 40%, increasing compost production, creating jobs, reducing emissions, and supporting Gippsland’s environmental and economic sustainability.
• Gippsland Water reappoints Sarah Cumming as Managing Director, extending leadership and community commitment until 2030
  Gippsland Water has reappointed Sarah Cumming as managing director until 2030, recognising her transformative leadership, strong community focus, and proven results, as the organisation enters a pivotal period of growth and change.
• Gippsland Water Chair Tom Mollenkopf AO awarded Lifetime Achievement honour for leadership in water industry
  Gippsland Water Chair Tom Mollenkopf AO has received a Lifetime Achievement Award recognising his leadership, governance and long-standing contribution to Australia’s water sector.
• Gippsland Water begins $10.5M Traralgon pipeline project to strengthen supply and support future growth
  Gippsland Water will begin constructing the $10.5 million Traralgon Western Distribution Main, improving water security, network reliability and pressure while supporting future population growth, with completion expected in late 2027.
• Gippsland Water invites community feedback on Drouin West water main extension project by 21 March 2026
  Gippsland Water invites community members to learn about the Drouin West water main extension, improving supply and pressure for northwestern Drouin, with construction starting this summer for approximately one year.
• Southern Rural Water declares spill entitlement in MID, boosting farmers' allocations as Lake Glenmaggie nears capacity
  Southern Rural Water has declared a spill for Macalister Irrigation District customers until 16 September, providing water above 100% allocation as Lake Glenmaggie nears capacity at 98% following strong winter inflows.
• East Gippsland Water urges care of low-pressure sewer pumps, avoiding unsuitable items maintaining systems
  East Gippsland Water reminds customers to care for low-pressure sewer pumps by avoiding inappropriate waste, conserving water, and reporting issues early to prevent damage.
• East Gippsland Water warns dry conditions require following permanent water saving rules to protect community and future supply
  East Gippsland Water urges residents to conserve water amid drying conditions, following Permanent Water Saving Rules to protect supplies, reduce pressure on catchments, and maintain community health and safety.
• East Gippsland Water offers free emergency water tokens to bushfire-affected residents, ensuring essential household supply
  East Gippsland Water is providing free emergency water tokens to bushfire-affected residents, ensuring safe household water for drinking, hygiene, and essential use, with collection available across multiple regional standpipe locations.
• Southern Rural Water celebrates World Tourism Day 2025 while linking people, culture, nature, and sustainable regional tourism
  World Tourism Day 2025 highlights water’s role in southern Victoria, connecting people, culture, recreation, agriculture, and sustainable tourism while supporting communities, ecosystems, and Traditional Owner cultural heritage.
• Southern Rural Water cracks down on water meter tampering with hefty fines and enforcement
  Southern Rural Water warns customers against meter tampering, imposing fines up to $2,442 for individuals and $12,211 for corporations, reinforcing compliance, protecting water users, and ensuring fair, reliable water management.
• East Gippsland Water and Council campaign using posters to promote water saving and correct wet wipes disposal
  East Gippsland Water and Council have launched a joint campaign promoting water conservation and proper wet wipe disposal, using public signage to reach residents and visitors and reduce sewer blockages.
• East Gippsland Water urges community to stop wipes and grease blocking sewers with Wipezilla campaign
  East Gippsland Water’s Wipezilla campaign urges the community to prevent sewer blockages by avoiding wet wipes, grease, and food scraps, promoting education, responsible habits, and environmental protection across the region.
• South Gippsland Water launches 2026 poster competition encouraging students to promote water conservation creatively
  South Gippsland Water is encouraging students to enter the 2026 National Water Week poster competition, promoting water conservation under the theme Water Heroes Make Every Drop Count.
• East Gippsland Water expects no summer restrictions, yet climate change makes long-term conservation vital
  East Gippsland Water predicts sufficient rainfall this summer, making restrictions unlikely, but warns climate change and future droughts mean ongoing water conservation remains essential for communities.
• South Gippsland Water completes Lance Creek storage tank, improving regional water reliability and future growth
  South Gippsland Water has completed a 4.5 megalitre Lance Creek storage tank, improving water supply reliability for multiple Gippsland communities and supporting future population growth and demand.
• East Gippsland Water donates hay to support farmers through Lions Club ‘Need for Feed’ program
  East Gippsland Water donated two semi loads of hay to support drought-affected farmers in Victoria’s south-west, demonstrating sustainability, community support, and its commitment to recycling and environmental stewardship.
• Southern Rural Water supports South West Victorian farmers through groundwater access and the 'Farmer Helping Farmer' initiative
  A section of the Main Northern Channel near Brewers Hill Road, Maffra, damaged by wombats, has been repaired. Water will return to full capacity, and normal delivery will resume tomorrow.
• Southern Rural Water urges water users to monitor, manage, and comply as Spring forecast warns above-average rainfall
  The Bureau predicts above-average spring rainfall and warmer temperatures across eastern Australia. Southern Rural Water urges monitoring usage, maintaining bores, and following regulations to ensure fair, efficient water management.
• Darren Chester welcomes $2.7M investment in cutting-edge MRI technology at Bairnsdale Regional Health Service
  A $2.7 million upgrade at Bairnsdale Regional Health Service includes Australia's first MRI unit of its kind, improving diagnosis accuracy, patient comfort, and access to affordable, high-quality local healthcare.
• West Gippsland CMA protects headwaters by removing willows, safeguarding rivers, ecosystems, water quality and biodiversity
  West Gippsland CMA has protected 206 km of headwaters, removing invasive willows to safeguard rivers, native ecosystems, water quality and biodiversity across key waterways.
• Platy Patch begins on Mitchell River improving habitat, waterway health and protecting platypus populations
  East Gippsland CMA will begin Platy Patch works on the lower Mitchell River to improve waterway health, restore habitat, and protect local platypus through revegetation and riverbank restoration.
• Life Saving Victoria urges water safety precautions as heatwave drives crowds to beaches and pools
  Life Saving Victoria warns Victorians to prioritise water safety during this week’s 40°C heatwave, swim at patrolled locations, supervise children, avoid alcohol, and always swim with a friend.
• East Gippsland CMA hosts community event on Snowy River estuary trials and environmental flow improvements
  East Gippsland CMA, with NSW DCCEEW, monitored Snowy River estuary flows to improve health, maintain open entrance, and share findings at community event 11 March 2026, Marlo Angling Club.
• Seven students completed East Gippsland Water Vacation Student Program, gaining practical experience and development on skills
  Seven university students completed East Gippsland Water’s Vacation Student Program, gaining hands-on experience in engineering, communications, IT, and environmental planning, preparing them for future careers in the water industry.
• Future of Orbost Project strengthens water access, supporting agricultural innovation and long-term regional growth
  The Future of Orbost Project supports farmers by clarifying water availability, facilitating licence transfers, and building resilience, driving innovation, productivity, diversification, and sustainable long-term growth in East Gippsland.
• Darren Chester welcomes Bairnsdale Centre’s innovative regional healthcare expansion and access improvements
  Darren Chester praised Bairnsdale’s Centre Combined Health, highlighting its innovative model improving regional access to specialists, allied health, wellness services, and addressing workforce challenges in East Gippsland.
• Tim Bull announces retirement ahead of November state election after 16 years in Parliament and ministerial service
  East Gippsland MP announces retirement from November State Election after 16 years in Parliament, reflecting on service, gratitude to staff, colleagues, community, and commitment to continuing representation until stepping down.
• East Gippsland community invited to provide feedback on Lakes Entrance Summer Carnival foreshore location and improvements
  East Gippsland Council invites community feedback on continuing the Lakes Entrance Summer Carnival at its foreshore location, seeking ideas on layout, activities, accessibility, and improvements for future planning and safety.
• Latrobe excluded from bus funding, prompting renewed calls for better regional transport connectivity, reliability and integrated train-bus services
  Latrobe City has been excluded from $100 million bus funding, prompting concerns over poor service coordination, limited connectivity, and calls for urgent regional transport review and investment.
• New Choose Tap fountain brings free drinking water to Meeniyan through community partnership and sustainability initiative
  A new Choose Tap drinking fountain has opened in Meeniyan, providing free water, encouraging reusable bottles and reducing plastic waste through a community partnership.
• Final Tunnel 5 upgrade works strengthen long-term water reliability for Macalister Irrigation District customers
  Final winter works on Tunnel 5 will complete its renewal, improving long-term water reliability for the Macalister Irrigation District while reducing outage risks and protecting nearby wildlife during construction.
• Life Saving Victoria warns of ongoing water safety risks following busy patrol season and fatalities
  Life Saving Victoria urges continued vigilance over Autumn and Winter water safety risks as patrol season ends, highlighting rescues, drownings, and prevention advice.
• Darren Chester delivers $3000 grant to Rosedale Historical Society for eco-friendly heating upgrade and safety improvements
  Darren Chester delivered a $3000 Volunteer Grant to Rosedale Historical Society, funding eco-friendly heating upgrades that improve safety and sustainability while supporting volunteers and preserving the district's heritage for future generations.
• Latrobe unites to tackle gambling harm during awareness week: 'Set Before You Bet' 2025
  Latrobe City Council is urging residents to take part in Gambling Harm Awareness Week (27 Oct - 2 Nov) and "Set before you bet" by learning to recognise signs and reduce gambling harm.
• World Drowning Prevention Day urges Victorians to unite for safer waters and reduce drowning deaths globally
  Life Saving Victoria is marking World Drowning Prevention Day on July 25 with statewide events, urging communities to improve water safety and support the global goal of reducing drowning deaths by 35 per cent by 2035.
• West Gippsland CMA’s annual report showcases environmental achievements from mountain headwaters to coastal waters
  West Gippsland CMA’s Annual Report highlights major 2024–25 achievements restoring rivers, wetlands and habitats, supporting communities, protecting wildlife, and strengthening catchment health from mountain headwaters to the coast.
• Buckley Park Community Farm receives $10,000 South Gippsland Water grant for irrigation, hothouse and sustainable food production upgrades
  Buckley Park Community Farm received a $10,000 South Gippsland Water grant, funding irrigation upgrades, a chlorine filter, and a hothouse system to boost sustainability and local food production.
• Wellington Shire Council introduces subsidised extra rubbish bins for eligible households after waste policy consultation feedback
  Wellington Shire Council has announced changes to its waste service in response to community feedback, including subsidised bins for young families and those with medical or disability needs.
• Latrobe City Council invites residents to participate in 2026 Community Satisfaction Survey by phone on 16 February and 27 March 2026
  Latrobe City Council’s annual Community Satisfaction Survey will contact 400 households by phone, gathering confidential feedback to improve services and council performance across the city.
• Join the conversation and help shape South Gippsland and other council projects, programs and initiatives
  Join the conversation this spring! Share your ideas on South Gippsland's future through community consultations, including Pre-Prep, Draft Plans, Governance Rules, and the 2026/27 Budget.
• Darren Chester presented to Five CHC Helicopter crew awarded National Emergency Medals for heroic Black Summer bushfire service
  Five CHC Helicopter personnel based at East Sale RAAF Base received National Emergency Medals for courageous, lifesaving service during the 2019–20 Black Summer bushfires across Gippsland communities.
• East Gippsland Council seeks feedback for the UOMO draft legislation, submit feedback by 19 October 2025
  East Gippsland Council welcomes Federal UOMO draft legislation, aiming to expand reliable mobile coverage, improve emergency services, and ensure equitable access for rural and remote communities. Feedback is open until 19 October 2025.
• Trailblazing Gippsland farmers use AI smart irrigation to save water, money, waterways, inspire others
  Gippsland farmers using AI and smart irrigation technology under demonstration trials led by West Gippsland CMA and Agriculture Victoria to save water, reduce costs, improve efficiency and protect waterways while sharing results across the region.
• Third year of Bairnsdale sewer renewal project secures future wastewater system with innovative relining
  Bairnsdale’s sewer renewal project enters year three, using CCTV inspections and trenchless relining to upgrade ageing pipes, reduce disruption, and improve reliability, with $650,000 annually invested and works guaranteed for 50 years.
• Life Saving Victoria launches 2030 Strategic Plan and 2024/25 Annual Report, advancing water safety across Victoria
  Life Saving Victoria launches its 2030 Strategic Plan and 2024/25 Annual Report, highlighting achievements, community impact, and a bold vision to prevent drowning and enhance water safety statewide.
• One Gippsland welcomes Budget support for regional education, health, roads and skills, noting tourism gaps
  One Gippsland welcomes Victorian 2026-27 Budget initiatives aligning with its advocacy, highlighting improvements in education, health, skills, roads and regional services, while noting gaps in tourism and regional cost-of-living equity.
• Check new 11-digit account reference numbers for accurate South Gippsland Water bill payments after July 2025 system upgrade
  South Gippsland Water reminds customers to use their new 11-digit account reference number when paying bills after the July 2025 billing system upgrade. Payments using old numbers will no longer be processed.