In developing its 5-year costed plan, Yarra Valley Water must pair customer and community feedback with their own in-depth knowledge of their water and sewerage networks, and the challenges these services face. Pricing cannot simply be an expert task.
Additionally, Yarra Valley Water is faced with the fact that water and sanitation services are not top-of- mind for most customers. Instead, their consciousness of the importance of these services is typically only elevated when access is compromised (for instance, through water restrictions, a water main burst or a sewer blockage/spills).
The community is often thought to be averse to increasing rates and raising household costs, based on their top of mind opinions, but we don’t know the considered view.