Community representatives from the Rural, Northern and Southern Customer Advisory Groups came together on Saturday to consider Coliban Water’s yearly performance.
Managing Director, Damian Wells, said customers helped shape our outcomes for the next five years, and checking in with these annually keeps us on track.
“With our customers in mind, we set some ambitious customer outcomes to achieve over the next five years. We are funded by customers and they are at the heart of our decision making. Having a forum with them to discuss our performance is important,” said Mr Wells.
The five customer outcomes discussed at Saturday’s 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.
Representatives from the business were on hand to provide information about each outcome, with customers encouraged to ask questions and offer feedback.
“Our advisory groups provide a customer voice to our planning and operational activities and hold us accountable to our customer outcomes. Each year we reflect on how we performed against these outcomes and provide this information to the group to determine if we are on track,” said Mr Wells.
The information collected at the Annual Customer Forum over the weekend will help inform the Annual Performance Scorecard, which is provided each year to the Essential Services Commission (ESC). The ESC requires us to rate ourselves on our performance and check this rating with our customers. Using the feedback from our advisory group, we’ll determine if we are green, amber, or red for each outcome.
“We’re an organisation with purpose and have a huge program of infrastructure investment and organisational change to deliver on. We will continue to engage with our customers to ensure that our direction remains relevant and in line with customer and community expectations,” said Mr Wells.
The Annual Performance Scorecard will be available in July at coliban.com.au
We are always on the lookout for representatives in the community. If you would like to be a member of our Rural, Northern or Southern Customer Advisory Group, please contact communications@coliban.com.au
20 June 2024