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Australian water association
PO Box 222, St Leonards NSW 1590
Tel: 1300 361 426

Program & Networks > Specialist Networks (for members) > Water Retail >
Water Retail
  • The Water Retail Specialist Network is a network for those working in the areas of water retailing, billing and customer communications. The network aims to support those in the field by strengthening expertise through the sharing of industry knowledge. Focus areas of the network include water retailing, billing, customer communications and customer service.  


    Key activities include: 

    • Sharing of retail function challenges and implemented solutions 
    • Sharing of upcoming issues in the retail water sector including information sharing engagement with regulators and stakeholders 
    • Sharing of new systems and technologies appropriate to the retail function
    • Networking activities aimed at increasing communication and sharing of knowledge amongst members 
    • Bringing in expertise from other retail industry sectors to share knowledge of problems and solutions which may be applicable to the water sector  


    To join this network you must be an AWA member. 



    If you have any questions about this network, or others, please contact AWA at  









    mySouthEastWater- In November, South East Water became the first water retailer in Australia to introduce a self-service website, giving c

    ustomers the option to log on, view and make changes to their water account at a time that suits them. 


    Water Retail Newsletter - November 2012


    Water Retail Network Action Plan 2012-13


    Business Snapshot - don't take advantage of the disadvantaged - Australian Competition and Consumer Commission 


    Optimizing the Water Utility Customer Contact Center (Water Research Foundation/US EPA, 2010 - external link)



    FRIDAY, 24 OCTOBER, 9AM TO 4:30PM 


    The Australian Water Association's  Water Retail Specialist Network is pleased to present a free one-day forum in Victoria which will consider current practice in customer service and satisfaction within Australian water utilities.   Register here.


    8.30   Registration
    8.50   Welcome and Introductions
    9.00   Around the nation - state by state update
    10.30   Morning Tea
    11.00   Customer self-service portals - Yarra Valley Water / Unitywater / SE Water 
    12.30   Lunch
    1.30   Bill  payment options, QR codes and mobile apps - Shoalhaven City Council, NSW / TasWater 
    3.00   Leak allowances Yarra Valley Water 

      Measuring our performance  - Shoalhaven City Council, NSW
    Which key stats do you measure?:
    • Percentage of customers on e-billing (Mypost, Formsport, Bpay view)
    • Percentage of customer meters read & billed within 14 days
    • Time to connect residential water meters
    • Amount of recoverable debt +90 days
    • Percentage of recoverable debt +90 days to annual budget income
    • Outstanding $ per property
    • Amount provided as Payment Assistance last financial year

    4.30      Close
























    To find out when our next event is being held, please contact us at


    More AWA events can be found here


    Got any ideas for our network?  We are driven by our member's interests, so why not send us an email and let's see what we can do!