12 Mar 2026
Better customer experience and support: easier access when you need it
Delivering great water and sewage services isn’t just about pipes and pumps – it’s also about how easy it feels for customers to get help when they need it. In our fifth Price and Service Plan (PSP5) Proposal, we’re putting a real focus on making TasWater simpler to deal with, more responsive, and better equipped to support people when times get tough.
What is the problem?
Customers have been clear with us: being “easy to deal with” is one of their top priorities. Expectations are changing fast – especially around digital access, transparency, and responsiveness. At the same time, price increases can affect vulnerable customers more heavily, meaning our support systems need to be robust and easy to find.
What is the plan?
To lift customer experience across the board, our PSP5 Proposal includes two major investments:
- $3 million for a new customer self-service platform to make it easier for people to manage their accounts, make payments, report issues, and track requests online.
- $2.4 million extra to strengthen the TasWater Assist program, expanding flexible payment options and support services for those doing it tough.
Alongside this, we’ll keep improving our customer service systems and processes – with a strong focus on faster responses, first-contact resolution, and improving how we handle complaints.
What are the goals?
With these changes, we aim to:
- Lift overall customer satisfaction from 72 per cent to 80 per cent.
- Reduce complaints and improve response times across all service channels.
- Increase transparency and reduce the effort customers need to make to get things done.
- Enhance TasWater Assist so customers facing hardship get meaningful, tailored support – including case management, account reviews, financial health checks, water efficiency advice, and support for those experiencing family violence.
Why it matters
Water is essential – and so is feeling confident that help is available when you need it. Strengthening our customer experience and support systems ensures TasWater remains accessible, fair, and responsive for everyone.
During our PSP5 engagement, customers told us they wanted more control over how they interact with us.
“Please make online access to our accounts available. We should be able to see all our past bills and usage.”
It’s exactly this kind of straight‑talking feedback that reinforces why our new self‑service platform is so important – giving customers easier ways to stay informed, take action, and get help when they need it.
PSP5 is about making practical improvements that genuinely make things easier for our customers. The new self-service platform will give people simpler, faster ways to manage their accounts and stay informed, and the updated support programs will make it clearer where to turn for help when it’s needed.
These changes reflect what customers told us matters most, and they’re steps we’re taking now to make sure we deliver better service every day for every Tasmanian.
Click here to read more about our Price and Service Plan.