Customer Advisory Groups provide valuable feedback at Annual Customer Forum
Representatives from Coliban Water’s Rural, Northern and Southern Customer Advisory Groups came together on Saturday for the Annual Customer Forum, providing feedback on the organisation’s performance against its customer outcomes.
Managing Director Damian Wells said the forum was an important opportunity to connect directly with our customer representatives and ensure customer perspectives continue to shape the organisation’s direction.
"Our Customer Advisory Groups play an important role in helping us understand what matters most to customers and communities across our region," Mr Wells said.
"The Annual Customer Forum gives us the opportunity to share how we've performed against our customer outcomes, invite feedback and discussion where we can continue to improve."
The five customer outcomes discussed at the forum were:
- We will supply high quality water you can trust.
- We will provide services to meet the needs of our customers now and into the future.
- We will reduce our environmental footprint and achieve a socially responsible, sustainable business for future generations.
- Our investments will support the economic prosperity of our region.
- We will support customers in need.
Throughout the day, employees from across the business presented preliminary performance results and answered questions from advisory group members, who were encouraged to share their observations, experiences and feedback.
"Our customer outcomes were developed with our customers, and they continue to provide an important benchmark for measuring our success," Mr Wells said.
"By bringing together customer representatives, employees and members of our Executive Leadership Team, we can have meaningful conversations about our performance and ensure customer expectations remain at the centre of our decision-making."
Feedback gathered during the forum will help inform Coliban Water’s Annual Performance Scorecard, which is submitted to the Essential Services Commission (ESC) each year.
The ESC requires water businesses to assess their performance against customer outcomes and validate these assessments with customers. Feedback from the Customer Advisory Groups will help determine whether each outcome is rated green, amber or red.
"Customer engagement doesn't stop with the Annual Customer Forum. This work will continue as we begin preparing our next five-year Water Plan for 2028–2033, helping to ensure our future plans and investments reflect the needs and expectations of the communities we serve," Mr Wells said.
"We have a significant program of work underway to deliver reliable services, invest in our region and prepare for future challenges," Mr Wells said.
"The insights provided by our Customer Advisory Groups help us stay connected to the communities we serve and ensure we're focused on delivering outcomes that matter to our customers."
The Annual Performance Scorecard will be available in July at coliban.com.au.
Community members interested in joining a Customer Advisory Group are encouraged to contact communications@coliban.com.au for more information.