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From 'customer informed' to 'customer advocated' decision making
Engaging with our customers helps us make well-informed, meaningful and customer-centric decisions. It also helps us to meet our regulatory requirements and secure funding for work that is important to you.
At Sydney Water, we’re committed to customer advocated decision making. This means providing opportunities for our customers to shape the way we respond to the liveability, productivity and sustainability challenges of our city.
To find out more about our customer consultation for our 2025-2029 Operating Licence, please visit Our Water, Our Voice.
Sydney Water's Operating Licence - Our contract with you
Our Operating Licence sets out requirements for us to provide services to you. This includes allowing us to do what we do - supply our customers with water, wastewater, recycled water and stormwater services. The Operating Licence also contains our Customer Contract. This contract sets out our minimum service standards. It also outlines your rights and obligations as a customer.
Under our current Operating Licence, we are required to listen to the preferences of our customers and understand your willingness to pay for certain service levels.
Setting the price for Sydney Water products and services
Our pricing, which flows onto our customers, is regulated by the Independent Pricing and Regulatory Tribunal (IPART) and is reviewed about every four years. In our pricing submission, we’re required to provide evidence that our customers have:
identified the outcomes and expectations they expect us to deliver,
expressed preferences for how the outcomes will be delivered, and
expressed overall willingness to pay for those outcomes and service levels.
From 'customer informed' to 'customer advocated' decision making
Engaging with our customers helps us make well-informed, meaningful and customer-centric decisions. It also helps us to meet our regulatory requirements and secure funding for work that is important to you.
At Sydney Water, we’re committed to customer advocated decision making. This means providing opportunities for our customers to shape the way we respond to the liveability, productivity and sustainability challenges of our city.
To find out more about our customer consultation for our 2025-2029 Operating Licence, please visit Our Water, Our Voice.
Sydney Water's Operating Licence - Our contract with you
Our Operating Licence sets out requirements for us to provide services to you. This includes allowing us to do what we do - supply our customers with water, wastewater, recycled water and stormwater services. The Operating Licence also contains our Customer Contract. This contract sets out our minimum service standards. It also outlines your rights and obligations as a customer.
Under our current Operating Licence, we are required to listen to the preferences of our customers and understand your willingness to pay for certain service levels.
Setting the price for Sydney Water products and services
Our pricing, which flows onto our customers, is regulated by the Independent Pricing and Regulatory Tribunal (IPART) and is reviewed about every four years. In our pricing submission, we’re required to provide evidence that our customers have:
identified the outcomes and expectations they expect us to deliver,
expressed preferences for how the outcomes will be delivered, and
expressed overall willingness to pay for those outcomes and service levels.
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CLOSED: This discussion has concluded.
The second survey is now closed.
We will keep customers updated via the Sydney Water website at the end of each of the four phases, to relay the high-level findings and insights from our engagement sessions – so you are a part of the journey.
If you would like to contribute or get involved in our future research activities, then please contact SW.Strategic.Engagement@kantar.com.
A full report outlining our four-phase approach to our customer engagement will be available in December.
Share First survey consultation on FacebookShare First survey consultation on TwitterShare First survey consultation on LinkedinEmail First survey consultation link
CLOSED: This survey is now closed.
The first survey is now closed.
We will keep customers updated via the Sydney Water website at the end of each of the four phases, to relay the high-level findings and insights from our engagement sessions – so you are a part of the journey.
If you would like to contribute or get involved in our future research activities, then please contact SW.Strategic.Engagement@kantar.com.
A full report outlining our four-phase approach to our customer engagement will be available in December.
