In December 2024, Melbourne Water surveyed our local government customers and partners to help us understand their preferred content, frequency and channels to receive information from us.

The channels deemed ‘extremely useful’ or ‘very useful’ include:

• The Water Connect e-newsletter (38% of respondents)
• Let’s Talk webpages (50% of respondents), supporting the move to the Let’s Talk website.

The additional feedback you provided will inform how we plan and deliver communication and updates via Let’s Talk and other means in the future.

Every quarter we also survey the local government customers we work with. In our last survey conducted in March, you told us that we can be collaborative, easy to contact and our staff have strong technical competencies. Interestingly, some of the same themes also arise as suggestions for improvement. Some customers are still finding it hard to get to the right people at Melbourne Water and receive timely responses.

We’re currently working to identify ways that could help our local government customers navigate Melbourne Water for the right contacts and quicker responses. We’ve also made a number of changes to our customer service function, supporting faster response times on planning, development and general enquiries.

Thank you to everyone who participated in these surveys, we’ll continue keeping you updated on future improvements via Let’s Talk!