Brimbank locals continue to experience Greater Western Water (GWW) billing issues after the water utility company launched a new billing system last year to combine two ageing systems it said were no longer fit-for-purpose.
Hillside resident Christine Bordon said her bills tripled after GWW installed a new meter at her home.
“I’m very frustrated. I’m also scared because I’m 67 years old, about to retire and can’t afford these bills,” Ms Bordon said.
Ms Bordon said she was the only one in her street who had her meter replaced.
“I’ve checked with the neighbours, they’ve still got the old meters … I don’t know why I’ve got a new meter, there was nothing wrong with my old one,” she said.
“The first two bills after that meter got installed were estimated. The next three bills I’ve gotten are more than triple the price.
“I’ve made an enquiry … rang three times. I continue to get higher bills, but they’re not doing anything about them. I was actually thinking about going to the ombudsman.”
Ms Bordon lives at home with her husband and said they also use water from their large water tank.
Her husband, who is a plumber, has checked the house’s piping for leaks but hasn’t found any issues.
“We haven’t really changed our habits in the last few years,” she said.
According to the GWW website, bills may be higher due to delays caused by the company’s billing system.
In a statement to Star Weekly, GWW general manager for customer experience Terence Alvares thanked GWW’s customers for their patience and acknowledged it has been a frustrating and challenging experience that has not met customer expectations.
“GWW is continuing to resolve billing delays affecting some customers, following technical issues with our billing system. We’re making steady progress with almost four in five customer accounts back on track and continue working to finalise more complex delayed bills,” Mr Alvares said.
GWW said it may also replace water meters on an ad hoc basis for various reasons, including malfunction or at the customer’s request, and that a property may require a new meter at a different time to neighbouring properties.
