Every five years, we are required to develop a Price Plan that outlines the prices we propose to apply for that regulatory period and sets out the service levels and values that customers can expect to receive from us.
The Essential Service Committee's (ESC) water pricing framework provides strong incentives for us to deliver better value for customers, and we must demonstrate how we’ve considered the services that our customers want.
In order to develop our current Price Plan, we engaged with our customers to find out what their priorities, needs and concerns are when it comes to the level of service our customers receive.
Performance reports
A key aspect of our pricing is the need to monitor whether we are providing the service we promised as part of our Price Plan.
This is an important part of price setting where the ESC, considers our performance both in the past and our aspirations for the future.
Our latest performance report is available here: GMW Outcomes Report 2026-26
Service standards: 2025/26 results
General Customer Service
Licensing and Administration
| Service Standards |
2025/26 Target |
2025/26 Result |
Achieved |
| We process all allocation trade applications within five days |
90% |
99.7% |
|
| We process all water share applications within 10 business days |
95% |
100% |
|
| We process all change of ownership applications within 10 business days |
90% |
100% |
|
| We process all groundwater transfers within 70 days |
75% |
100% |
|
Customer Service
| Service Standards |
2025/26 Target |
2025/26 Result |
Achieved |
| Complaints to GMW per 100 customers (5 year rolling average) |
0.36 |
0.19 |
|
| Calls are answered within 60 seconds |
85% |
95.7% |
|
| We respond to complaints in writing within 3 business days |
100% |
100% |
|
| First point-of-call resolution |
70% |
73.2% |
|
Gravity Irrigation
Water Delivery
| Service Standards |
2025/26 Target |
2025/26 Result |
Achieved |
| Flow rate is within 10 percent of order |
80% |
81.6% |
|
| Irrigation orders are commenced within 24 hours of requested start |
95% |
99.5% |
|
| GMW will maintain the channel level within 40mm of the required supply level |
80% |
74.9% |
|
Drainage Irrigation
| Service Standards |
2025/26 Target |
2025/26 Result |
Achieved |
| Drains are maintained to a level that they are available to remove run-off |
98% |
100% |
|
Pumped Irrigation
Pumped Irrigation Service Standards
| Service Standards |
2025/26 Target |
2025/26 Result |
Achieved |
| Irrigation orders are commenced within 24 hours of requested start |
98% |
98% |
|
| Supply interruptions do not exceed eight hours in the summer months and 48 hours in the winter |
100% |
100% |
|
| Customers are informed by SMS when there is a supply interruption and again when it is restored, within two hours |
100% |
100% |
|
Water Districts
Water Districts Service Standards
| Service Standards |
2025/26 Target |
2025/26 Result |
Achieved |
| Number of supply interruptions for continuous periods in excess of 96 hours |
0 |
100% |
|
Diversions
Diversions Service Standards
| Service Standards |
2025/26 Target |
2025/26 Result |
Achieved |
| Customer access to groundwater is managed through seasonal allocations which are announced in accordance with relevant management plans |
100% |
100% |
|
| Access to unregulated stream flows is managed in accordance with restriction triggers in Local Management Rules |
100% |
100% |
|
| GMW will, within 24 hrs of being aware of the need to amend rosters and restrictions, initiate notification to customers impacted by these changes (through SMS, email, written letters, or website content) |
100% |
100% |
|
Bulk Water
Bulk Water Service Standards
| Service Standards |
2025/26 Target |
2025/26 Result |
Achieved |
| The ability of each regulated system to deliver water to meet customer demand as a percentage of time |
99% |
100% |
|
| The ability of each regulated system to maximise harvesting opportunities up to 100% of the design storage capacity as a percentage of time |
100% |
100% |
|
| Minimum flow requirements for regulated waterways as specified in the relevant bulk entitlements are satisfied as a % of time |
98% |
98.7% |
|
| Seasonal determination announcements for regulated systems to be made within defined timeframes each month |
100% |
100% |
|
| Risk of spill announcements for relevant regulated systems to be made within defined timeframes each month |
100% |
100% |
|
| Advise urban water suppliers of incidents and operations that could affect raw water quality at a town offtake |
95% |
100% |
|
Network Delivery Efficiency
Network Delivery Efficiency Service Standards
| Service Standards |
2025/26 Target |
2025/26 Result |
Achieved |
| Water delivered to customer properties through the closed piped network as a percentage of water extracted |
92% |
79.9% |
|
| Water delivered to customer properties through the open channel network as a percentage of water extracted |
85% |
86.2% |
|