Price Submission and Urban Water Strategy

East Gippsland Water has nine water supply systems to deliver water to approximately 30,000 customers in 25 towns.

Maintenance of existing infrastructure, upgrades to ageing assets, and new infrastructure for our growing region is funded by customers through their water bills.

At East Gippsland Water, we are preparing our next Urban Water Strategy 2027. The strategy takes a long-term look at East Gippsland's water supply and water demand needs for the next 50 years. The strategy will make recommendations about how we plan to meet these demands over this time period.

We are also working on our Price Submission, setting our budget and capital works program from 2028-33. Your responses to this survey will help us understand your values and priorities, to create strategies that address the priorities of our community.

In addition to filling in this survey, you are invited to workshops to explore supply, demand and potential projects for your district:

Thursday 6 Aug: Paynesville Service Centre, 1.00 - 3.00 pm
Wed 12 Aug: Orbost Education Centre, 4.00 - 6.00 pm
Thu 13 Aug: Metung Yacht Club, 4.00 - 6.00 pm
Wed 19 Aug: Omeo Community Hub, 4.00 – 6.00 pm
Thu 20 Aug: Bairnsdale St Mary’s Parish Hall, 4.00 - 6.00 pm
Tue 25 Aug: Lakes Entrance, to be confirmed, 4.00 -6.00 pm
Thu 27 Aug: Twin Rivers, to be confirmed, 1.00 - 3.00 pm
Tue 1 Sep: Mallacoota Community Clubrooms, 1.00 - 3.00 pm
Thu 3 Sep: Buchan Recreation Reserve, 4.00 -6.00 pm

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1. What town do you live in or near? (Required.)

Bairnsdale, Wy Yung, Lucknow

Bemm River

Bruthen

Buchan

Cann River

Dinner Plain

Lakes Entrance, Kalimna, Lake Tyers, Nowa Nowa

Lindenow, Lindenow South

Mallacoota

Metung

Nicholson, Johnsonville, Swan Reach

Orbost, Marlo, Newmerella

Paynesville, Eagle Point, Newlands Arm, Raymond Island

Swifts Creek, Omeo

Other

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2. What is your gender?

Female

Male

Gender diverse person

Prefer not to say

Other (specify)

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3. When were you born?

Before 1946

Between 1946 and 1965

Between 1966 and 1980

Between 1981 and 1996

After 1996

Prefer not to say

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4. Do you identify as an Aboriginal or Torres Strait Islander person?

Yes

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5. Is English the main language you speak at home?

Yes

Prefer not to say

One lever EGW has to manage shortfalls in water supply or quality during extended dry periods, drought, or severe water quality incidents, is water restrictions. Water restrictions reduce demand so that we have longer to respond to the incident or drought.

To help manage water restrictions better EGW invests in water infrastructure to improve water security. EGW customers (you) pay for this through your water bills.

There are four stages of water restrictions, in addition to the Permanent Water Saving Rules. The stages increase in severity and are designed to be implemented as drought or climate conditions continue and water storage levels decline. Water restrictions do not restrict the use of water for indoor purposes such as drinking, washing, cleaning or sanitation.

A full list of water restrictions can be found on our website – www.egwater.vic.gov.au/water-restrictions

We are considering four different options for Water Restrictions in the future and we need your input to agree these. The options are:

Current Level of Service: Frequency of Stage 1 and Stage 2 restrictions – 1 in every 10 years. Frequency of Stage 3 and Stage 4 restrictions – 1 in every 15 years
Lower Level of Service (More frequent restrictions): Frequency of Stage 1 and Stage 2 restrictions – 1 in every 5 years. Frequency of Stage 3 and Stage 4 restrictions – 1 in every 10 years
Lowest Level of Service (Most frequent restrictions): Frequency of Stage 1 and Stage 2 restrictions – 1 in every 2 years. Frequency of Stage 3 and Stage 4 restrictions – 1 in every 4 years
Higher Level of Service (Less frequent restrictions): Frequency of Stage 1 and Stage 2 restrictions – 1 in every 20 years. Frequency of Stage 3 and Stage 4 restrictions – 1 in every 30 years

Question Title

6. Would you like East Gippsland Water to... (select your top answer)

Keep the Current Agreed Level of Service

Adopt a Lower Level of Service (More frequent restrictions)

Adopt the Lowest Level of Service (Much more frequent restrictions)

Adopt a Higher Level of Service (Possibly less frequent restrictions)

We manage water assets and infrastructure valued at more than $701 million. This includes water storage facilities, water treatment and recycling plants, a vast network of water and sewer mains, pumps stations, tanks and pipelines. Understanding your water values and community assets is important to help us to with our planning for the future and drought preparedness.

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7. What do you most value having water for? (number 1 to 7 with 1 being most important and 7 being least important)

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8. If Stage 4 water restrictions were needed to address a severe water shortage, which of the following community facilities should be the priority for water? (order from 1 -6 with 1 being the most important and 6 being the least important)

It is likely we will need to secure more water to supplement our water supply to meet future demand in our region.

Options include the use of additional river water, groundwater, long distance pipelines to neighbouring water corporations, and the use of purified recycled water.

Please let us know whether you agree or disagree with the following statements:

Question Title

9. I don't mind where my water comes from as long as it's safe to drink and fit-for-purpose (Required.)

Strongly disagree

Neutral

Strongly agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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10. We should always use the cheapest water source

Strongly disagree

Neutral

Strongly agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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11. We should be using the most reliable water source

Strongly disagree

Neutral

Strongly agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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12. We should be using the most environmentally sustainable water source

Strongly disagree

Neutral

Strongly agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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13. We should only use water from dams and rivers

Strongly disagree

Neutral

Strongly agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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14. We should explore using more groundwater bores

Strongly disagree

Neutral

Strongly agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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15. We should build desalination plants in coastal towns

Strongly disagree

Neutral

Strongly agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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16. We should be using treated stormwater

Strongly disagree

Neutral

Strongly agree

Clear

i We adjusted the number you entered based on the slider’s scale.

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17. We should be using purified recycled water

Strongly disagree

Neutral

Strongly agree

Clear

i We adjusted the number you entered based on the slider’s scale.

During extended dry periods or drought, water restrictions can be introduced to reduce demand and help us manage our water resources.

Alternatively, we can improve water security by investing in water infrastructure and reduce the likelihood of restrictions. However, customers would pay for this through higher water bills.

We are seeking your feedback on the balance between water security and what you are prepared to pay for your water.

Question Title

18. How much extra would you be willing to pay on top of your current annual water bill to reduce the likelihood of water restrictions?

Between $1 - $100 a year extra

Between $101 - $200 a year extra

Between $201 and $300 a year extra

Between $301 and $500 a year extra

Over $501 a year extra

I am not willing to pay extra to reduce the likelihood of water restrictions

Other (please specify)

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19. If Stage 4 water restrictions were needed to address a severe water shortage, which of the following community facilities should be the priority for water? (order from 1-7 with 1 being the most important and 7 being the least important)

	7 - least important	6	5	4	3	2	1 - most important
Public parks and gardens	Public parks and gardens 7 - least important	Public parks and gardens 6	Public parks and gardens 5	Public parks and gardens 4	Public parks and gardens 3	Public parks and gardens 2	Public parks and gardens 1 - most important
Sporting grounds / reserves	Sporting grounds / reserves 7 - least important	Sporting grounds / reserves 6	Sporting grounds / reserves 5	Sporting grounds / reserves 4	Sporting grounds / reserves 3	Sporting grounds / reserves 2	Sporting grounds / reserves 1 - most important
Splash parks (children's water play areas)	Splash parks (children's water play areas) 7 - least important	Splash parks (children's water play areas) 6	Splash parks (children's water play areas) 5	Splash parks (children's water play areas) 4	Splash parks (children's water play areas) 3	Splash parks (children's water play areas) 2	Splash parks (children's water play areas) 1 - most important
Street trees or significant trees	Street trees or significant trees 7 - least important	Street trees or significant trees 6	Street trees or significant trees 5	Street trees or significant trees 4	Street trees or significant trees 3	Street trees or significant trees 2	Street trees or significant trees 1 - most important
Lawn bowling greens and tennis courts	Lawn bowling greens and tennis courts 7 - least important	Lawn bowling greens and tennis courts 6	Lawn bowling greens and tennis courts 5	Lawn bowling greens and tennis courts 4	Lawn bowling greens and tennis courts 3	Lawn bowling greens and tennis courts 2	Lawn bowling greens and tennis courts 1 - most important
Urban lakes and ponds	Urban lakes and ponds 7 - least important	Urban lakes and ponds 6	Urban lakes and ponds 5	Urban lakes and ponds 4	Urban lakes and ponds 3	Urban lakes and ponds 2	Urban lakes and ponds 1 - most important

East Gippsland Water has nine water supply systems to deliver water to approximately 30,000 customers in 25 towns.

We manage water assets and infrastructure valued at more than $701 million. This includes water storage facilities, water treatment and recycling plants, a vast network of water and sewer mains, pumps stations, tanks and pipelines.

Maintenance of existing infrastructure, upgrades to ageing assets, and new infrastructure for our growing region is funded by customers through their water bills.

Question Title

20. When replacing or upgrading water infrastructure, East Gippsland Water should:

	Strongly disagree	Disagree	Neither agree nor disagree	Agree	Strongly agree
Replace current assets like-for-like, maintaining current service levels and performance	Replace current assets like-for-like, maintaining current service levels and performance Strongly disagree	Replace current assets like-for-like, maintaining current service levels and performance Disagree	Replace current assets like-for-like, maintaining current service levels and performance Neither agree nor disagree	Replace current assets like-for-like, maintaining current service levels and performance Agree	Replace current assets like-for-like, maintaining current service levels and performance Strongly agree
Improve the network to meet the needs of a growing population	Improve the network to meet the needs of a growing population Strongly disagree	Improve the network to meet the needs of a growing population Disagree	Improve the network to meet the needs of a growing population Neither agree nor disagree	Improve the network to meet the needs of a growing population Agree	Improve the network to meet the needs of a growing population Strongly agree
Improve the network to withstand extreme weather events (for example, drought and floods)	Improve the network to withstand extreme weather events (for example, drought and floods) Strongly disagree	Improve the network to withstand extreme weather events (for example, drought and floods) Disagree	Improve the network to withstand extreme weather events (for example, drought and floods) Neither agree nor disagree	Improve the network to withstand extreme weather events (for example, drought and floods) Agree	Improve the network to withstand extreme weather events (for example, drought and floods) Strongly agree
Improve connectivity between different parts of the water supply network to improve long-term resilience	Improve connectivity between different parts of the water supply network to improve long-term resilience Strongly disagree	Improve connectivity between different parts of the water supply network to improve long-term resilience Disagree	Improve connectivity between different parts of the water supply network to improve long-term resilience Neither agree nor disagree	Improve connectivity between different parts of the water supply network to improve long-term resilience Agree	Improve connectivity between different parts of the water supply network to improve long-term resilience Strongly agree

Question Title

21. Which of the below are most important for us to discuss with the community?

Keep bills low and affordable, offer flexible pricing options, transparent breakdown of costs

Ensure a sustainable, secure water supply for growing population

Provide education and incentives to conserve and re-use water

Maintain high levels of water quality

Protect the natural environment, rivers and waterways

Other (please specify)

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22. Please describe a time when East Gippsland Water has exceeded your expectations, or been better than other utilities at something:

No issues, East Gippsland Water has met all my expectations

Quick and efficient response to leaks, spills, complaints, etc

Responsive, friendly and knowledgable customer service

Reliable supply of water and wastewater services

Financial hardship support, payment extensions

Involvement at community events, water drinking fountains, informative newsletter

High quality drinking water

Low costs

Other (please specify)

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23. Please describe a time when East Gippsland Water has not met your expectations, or has disappointed you:

East Gippsland Water has not failed to meet my expectations

High service charges, billing errors

Poor water quality and taste

Lack of communication (no notification of disruption)

Slow and inefficient response to water leaks, complaints, emergency works

Management of water restrictions

Lack of drinking water taps

Other (please specify)

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24. What do you think East Gippsland Water needs to be doing differently in 5-10 years’ time?

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25. What is the most important water security outcome you want East Gippsland Water to deliver in the next 20 to 30 years?

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26. Do you have any thoughts or feedback about how East Gippsland Water could engage more effectively with you on top of what we have done today?

This survey is part of a series of community and stakeholder engagement activities for our Urban Water Strategy 2027 and Price Submission 2028-33.

We intend to have meetings to collect community feedback on water supply and demand options for our region.

Question Title

27. Are you interested in taking part in a meeting for your water supply district? If so, please provide the following details:

First name
Last name
Email address or Phone number

Price Submission and Urban Water Strategy

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* 1. What town do you live in or near? (Required.)

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* 2. What is your gender?

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* 3. When were you born?

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* 4. Do you identify as an Aboriginal or Torres Strait Islander person?

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* 5. Is English the main language you speak at home?

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* 6. Would you like East Gippsland Water to... (select your top answer)

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* 7. What do you most value having water for? (number 1 to 7 with 1 being most important and 7 being least important)

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* 8. If Stage 4 water restrictions were needed to address a severe water shortage, which of the following community facilities should be the priority for water? (order from 1 -6 with 1 being the most important and 6 being the least important)

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* 9. I don't mind where my water comes from as long as it's safe to drink and fit-for-purpose (Required.)

Question Title

* 10. We should always use the cheapest water source

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* 11. We should be using the most reliable water source

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* 12. We should be using the most environmentally sustainable water source

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* 13. We should only use water from dams and rivers

Question Title

* 14. We should explore using more groundwater bores

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* 15. We should build desalination plants in coastal towns

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* 16. We should be using treated stormwater

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* 17. We should be using purified recycled water

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* 18. How much extra would you be willing to pay on top of your current annual water bill to reduce the likelihood of water restrictions?

Question Title

* 19. If Stage 4 water restrictions were needed to address a severe water shortage, which of the following community facilities should be the priority for water? (order from 1-7 with 1 being the most important and 7 being the least important)

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* 20. When replacing or upgrading water infrastructure, East Gippsland Water should:

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* 21. Which of the below are most important for us to discuss with the community?

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* 22. Please describe a time when East Gippsland Water has exceeded your expectations, or been better than other utilities at something:

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* 23. Please describe a time when East Gippsland Water has not met your expectations, or has disappointed you:

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* 24. What do you think East Gippsland Water needs to be doing differently in 5-10 years’ time?

Question Title

* 25. What is the most important water security outcome you want East Gippsland Water to deliver in the next 20 to 30 years?

Question Title

* 26. Do you have any thoughts or feedback about how East Gippsland Water could engage more effectively with you on top of what we have done today?

Question Title

* 27. Are you interested in taking part in a meeting for your water supply district? If so, please provide the following details:First nameLast nameEmail address or Phone number

1. What town do you live in or near? (Required.)

2. What is your gender?

3. When were you born?

4. Do you identify as an Aboriginal or Torres Strait Islander person?

5. Is English the main language you speak at home?

6. Would you like East Gippsland Water to... (select your top answer)

7. What do you most value having water for? (number 1 to 7 with 1 being most important and 7 being least important)

8. If Stage 4 water restrictions were needed to address a severe water shortage, which of the following community facilities should be the priority for water? (order from 1 -6 with 1 being the most important and 6 being the least important)

9. I don't mind where my water comes from as long as it's safe to drink and fit-for-purpose (Required.)

10. We should always use the cheapest water source

11. We should be using the most reliable water source

12. We should be using the most environmentally sustainable water source

13. We should only use water from dams and rivers

14. We should explore using more groundwater bores

15. We should build desalination plants in coastal towns

16. We should be using treated stormwater

17. We should be using purified recycled water

18. How much extra would you be willing to pay on top of your current annual water bill to reduce the likelihood of water restrictions?

19. If Stage 4 water restrictions were needed to address a severe water shortage, which of the following community facilities should be the priority for water? (order from 1-7 with 1 being the most important and 7 being the least important)

20. When replacing or upgrading water infrastructure, East Gippsland Water should:

21. Which of the below are most important for us to discuss with the community?

22. Please describe a time when East Gippsland Water has exceeded your expectations, or been better than other utilities at something:

23. Please describe a time when East Gippsland Water has not met your expectations, or has disappointed you:

24. What do you think East Gippsland Water needs to be doing differently in 5-10 years’ time?

25. What is the most important water security outcome you want East Gippsland Water to deliver in the next 20 to 30 years?

26. Do you have any thoughts or feedback about how East Gippsland Water could engage more effectively with you on top of what we have done today?

27. Are you interested in taking part in a meeting for your water supply district? If so, please provide the following details:

First name
Last name
Email address or Phone number