the customer is always right

In the realm of water pricing, the adage “the customer is always right” rings true, emphasising the importance of prioritising the needs of paying customers in water management decisions.

WaterNSW‘s operating license must be customer-centric, with a focus on serving the needs of paying customers above non-paying community stakeholders who are merely observers in the process.

The NSW Irrigators’ Council (NSWIC) has submitted recommendations to the IPART review of WaterNSW’s operating license, urging a reassessment of cost-sharing frameworks. Specifically, NSWIC calls for a review to ensure that water users are only charged for water delivery services, rather than bearing the burden of public good services such as fish passageways and climate change adaptation.

Claire Miller, CEO of NSWIC, expressed concerns about the interpretation of the ‘impactor pays principle’ by IPART. She highlighted the disproportionate burden placed on WaterNSW customers for funding public good services demanded by the broader community.

WaterNSW’s operating license must be customer-centric, with a focus on serving the needs of paying customers above non-paying community stakeholders who are merely observers in the process.

Furthermore, the recent IPART Pricing Determination of 2021 led to a substantial increase in WaterNSW charges for water users, with rumours suggesting another significant leap in charges for the next pricing determination. Miller emphasised that such hikes are unsustainable for farmers, who face challenges in continuing agricultural production under such financial pressures.

NSWIC’s submission also addressed concerns regarding the effectiveness of current engagement models employed by water management authorities. Customer feedback indicates dissatisfaction with communication, service quality, and engagement methods. NSWIC advocates for improved consultation processes that prioritise customer needs and preferences, including targeted and meaningful consultation, valley-based engagement approaches, and regular satisfaction surveys.

Additionally, NSWIC supports the retention and enhancement of Customer Advisory Groups (CAGs) to facilitate direct customer consultation and ensure accountability to operating standards.

In conclusion, NSWIC urges regulatory authorities to listen to the voices of water users and implement reforms that align with the evolving needs of NSW communities while ensuring fair and equitable cost-sharing arrangements in water management practices.

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