Greater Western Water customers are facing a slew of issues due to the company’s botched $100 million-plus upgrade of its billing system. There have been delays in issuing customer bills, incorrect and inflated bills, and huge queues for assistance. One customer, Ann Cunningham, received a water bill for her entire apartment block, leading to frustration and confusion for many individuals. The company’s IT problems have also led to delays in property settlements and complaints of being billed for total water usage instead of individual usage.
The Allan government has stepped in and ordered an independent review of Greater Western Water’s billing and payment issues after receiving about a thousand complaints from customers through the state’s Energy and Water Ombudsman. Customers have raised concerns about missing statements needed for property sales, a lack of bill concessions, and extended wait times for telephone assistance. The Ombudsman, Catherine Wolthuizen, has highlighted the seriousness of the situation and the impact it is having on customers who rely on timely and accurate billing information.
In addition to billing and payment issues, Greater Western Water is now warning customers that bills may have been sent to old addresses or email addresses, potentially putting them at risk of identity theft. The company has reported 183 potential cases to the Office of the Victorian Information Commissioner, highlighting the severity of the data security concerns arising from their IT problems. With over 630,000 customers across inner Melbourne and regional Victoria, the scale of the issue and the potential impact on customer information security is significant.
Customers like Ann Cunningham have been waiting for over a year to receive a correct bill from Greater Western Water. Cunningham received a significantly higher bill than usual last October and believes she was charged for her apartment block’s total water usage. Despite multiple attempts to rectify the situation and receive an adjusted invoice, she has not seen the correct amounts reflected on her bills. Cunningham’s experience is emblematic of the frustrations and concerns shared by many Greater Western Water customers who are struggling to make sense of their bills and ensure accurate billing information.
The Greater Western Water debacle has highlighted the importance of reliable and secure billing systems, especially for essential services like water. The IT problems facing the company have not only caused financial hardships for customers but have also put their personal information at risk. The involvement of government regulators and the Energy and Water Ombudsman signal the seriousness of the situation and the need for urgent action to address the billing and payment issues plaguing Greater Western Water. As customers wait for resolution and accurate bills, the company and regulators must work together to restore trust and confidence in the water provider.
Moving forward, Greater Western Water must prioritize addressing its IT problems, ensuring accurate billing information, and safeguarding customer data to prevent further issues and uphold its responsibility as a government-owned business providing an essential service. Customers like Ann Cunningham deserve timely and accurate billing information, as well as assurances that their personal information is secure. By taking proactive steps to resolve the billing and payment issues, Greater Western Water can rebuild trust with its customers and demonstrate its commitment to providing reliable and secure water services to the community.
