What we're hearing

GMW has committed to holding 2100 Conversations with our customers. It’s a significant number as it represents 10 per cent of our customer base. On this project we’ve been out and about in our communities asking our customers what we should start doing, stop doing and keep doing.

Read on for a selection of common themes in customer feedback.

Start

  • "Explain bills and educate farmers (reduce jargon).”
  • “Review storage fees for customers. NWU fees are 30% lower than irrigators. NWU should also contribute in some way to infrastructure costs if the water shares they own came from GMID.”
  • “We should have irrigator meetings like we used to have every 6 or 12 months to inform everyone not just WSC committees.”
  • “GMW website - should be able to see capacity available for channels. Would then be able to adjust orders.”
  • “Get a better control of weeds in channels and surrounding areas. More weed spraying.”
  • “Blue green Algae testing in area offices.”
  • “Shrink the district - if it remains all spread out and more people sell up then the costs to maintain the system will become unsustainable.”
  • “Strategic rationalisation. Efficiency dividends as reward for use.”
  • “Keep lines of communication open regarding water savings upgrades, update customers with progress reporting.”
  • “All year round supply.”
  • “More contact, especially face to face.”

Stop 

  • “Continuous change - to farmers seems like change for the sake of change.”
  • “Hounding farmers for money during drought.”
  • “Wasting money on unnecessary projects.”
  • “Stop problem of Blue Green Algae before it happens. How about sending more water to Waranga for example. Use environmental water, because that is what it is an environmental problem.”
  • “Asking for feedback and not paying attention.”
  • “Don’t expand irrigation area, Don’t spend money on farms which have no future. Ask for business plan.”
  • “Modernising using expensive solutions.”
  •  “Using companies not from our region to do upgrading irrigation infrastructure ie use all local contractors not multinational companies.”
  • “Defaulting to sending a letter.”

 Keep

  • “Keep being out and about - it’s good to see GMW getting out.”
  • “Communication (such as this) is always appreciated. The more information provided on what is happening the better for us to plan, and of course the opportunity to provide feed-back is good.”
  • “The staff at our local office are very supportive and helpful, as you would understand the whole thing has become very complicated since 2007.”
  • “Working with and listen to customer representatives regarding keeping the GMID sustainable.”
  • “Local knowledge.”
  • “Becoming more efficient. Getting water delivered where and when required and at a sustainable level and price.”
  • “Deliver water - automation is good. Remove red tape.”
  • “Supply high quality water in volumes to customers that assist their productive capacity.”
  • “Providing excellent customer service face to face. Customers like seeing GMW out and about on the farms in the community and on waterways and channels.”
  • “Getting feedback from customers.”
  • “Communication (such as this) is always appreciated. The more information provided on what is happening the better for us to plan.”

Biggest issue

  • “Climate change planning. Adequacy of storages.”
  • “Water Trading - Water investment inflation of the price ACCC needs to investigate. All buyer and sellers should be a public record.”
  • “Advocate for carryover to be removed unless you irrigate land for food production.”
  • “Variances in pricing each year.”
  • “Keep water in the GMID.”
  • “Water security. Delivering water at a cost irrigators can afford. Spreading the burden of cost on all water owners. People who don't use water should not be allowed to carry over water.”
  • “How to enable high value crops in our region.”