7 August 2025

Local government customers feel valued when we’re collaborative, communicative and easy to work with. Development applications and planning and/or flood preparedness and planning of community assets are areas for us to improve on.

Councils would also like to see improvement in collaboration, clear and timely communication, and Melbourne Water taking ownership of issues when relevant.

Customer satisfaction

The following graph shows how we’ve performed in terms of quarterly local government customer satisfaction since January–March 2022.

Our overall reputation with our customers is increasing again after a small decline two years ago, with our reputation amongst local government customers experiencing uplift.

How we’re responding

We continue working to identify ways that could help our local government customers navigate Melbourne Water for the right contacts, quicker responses and accountabilities.

We’ve also made a number of changes to our customer service and development application functions, supporting faster response times on planning, development and general enquiries. Visit our website for more information on how we’re improving our service standards and performance in relation to planning, development and works applications.

Thank you to everyone who participated in these surveys. We’ll continue to provide updates on how we’re improving our service to local government.