Southern Water is launching an information campaign to update customers on critical infrastructure issues and explain the new pricing system for water and sewerage which will take effect from 1 July.

CEO Mike Paine said that feedback from customers showed that while most were aware that there were changes in progress, many would like to know more about what the new pricing system would mean for them and how the money is spent on maintaining and improving essential services.

“Customers want to know exactly what the charges they pay go towards, so the first important facet of this campaign is to show that southern Tasmania’s water and sewerage infrastructure has critical problems that require urgent investment to bring the service up to required standards,” Mr Paine said.

With the Economic Regulator to make a draft determination on prices in March, Mr Paine said customers will receive more information about what the new pricing system will look like in the coming months.

“The new pricing system, which will take effect from 1 July, will be the first experience many of our customers have had with two-part pricing for water. From 1 July, every customer who receives water and sewerage services from Southern Water will receive quarterly accounts with one charge for sewerage, and a fixed charge and usage charge for water.

“This is a significant change for many and our customers are telling us they want to know what their bill will look like and how much they will be paying. We will explain this in a number of ways, including mailing information to customers with their bills and making information available on our website about the charges once they have been finalised.”

To reach as many customers as possible, the information campaign will utilise a range of tools including online information, advertising and direct mail.

“Delivering these messages to almost 100,000 people is a huge communications challenge, but we are mindful that this needs to be done in the most cost-effective way possible. The cost of the program we are running this year equates to $2.40 per customer,” Mr Paine said.

The program starts this week with advertisements in local newspapers. Supporting information and tools will be available to customers leading up to and following the introduction of the new pricing system.
Southern Water