Greater Western Water billing bungle leaves customers exposed to data breach, identity left

A Growing Crisis: Greater Western Water’s IT Debacle Puts Customers at Risk

The situation at Greater Western Water (GWW) has spiralled into a full-blown crisis, leaving hundreds of its customers vulnerable to identity theft and thousands more dealing with the fallout of a botched IT upgrade. The company, which serves over 630,000 households in inner Melbourne and regional Victoria, including areas like Footscray, Werribee, and Melton, has been grappling with a billing system overhaul that has gone horribly wrong. What was supposed to be a $100 million-plus upgrade to streamline operations has instead unleashed chaos, with customers facing delayed or incorrect bills,仕Queues for assistance, and now, the alarming risk of identity theft.

The troubles began when GWW embarked on an ambitious project to modernize its billing system. However, the rollout has been plagued by technical glitches, leading to a cascade of problems. Customers have reported receiving bills that are either late, incorrect, or grossly inflated. In some cases, people have even been billed for the entire water usage of their apartment blocks, sparking confusion and frustration. For example, Ann Cunningham, a GWW customer, received a bill in October last year that was approximately 3.5 times higher than her usual amount. She believes the error stemmed from being charged for her entire apartment block’s water usage. When she brought the issue to GWW’s attention, she was told that an adjusted invoice couldn’t be provided, and she would have to wait for her next bill to see the correct amount. Frustrated by the lack of resolution, Cunningham has refused to pay until the issue is sorted out. “They’ve obviously got problems,” she said, echoing the sentiments of many other affected customers.

The situation has become so dire that the Allan government has stepped in, ordering an independent review of GWW’s billing and payment systems. This intervention comes on the heels of a flood of complaints—nearly a thousand—to the state’s Energy and Water Ombudsman, Catherine Wolthuizen. According to Wolthuizen, customers are not only upset about the billing errors but also about the broader impact on their lives. For instance, some have reported delays in settling property sales because they can’t access the necessary statements from GWW. Others have been denied concessions on their bills, despite being eligible, while many have been left on hold for extended periods when trying to get help over the phone. The sheer volume of complaints underscores the severity of the issue and the growing distrust in GWW’s ability to manage its systems effectively.

One of the most concerning aspects of this debacle is the potential risk of identity theft. GWW has admitted that it sent bills to old or incorrect addresses and email addresses, which could put sensitive customer information in the wrong hands. The company has already reported 183 potential cases to the Office of the Victorian Information Commissioner, acknowledging that this mistake could have serious consequences for affected individuals. Identity theft can have long-lasting repercussions, including financial loss and damage to credit scores, making this latest blunder especially alarming. Customers who have been affected are now left wondering how their personal information was mishandled and what steps GWW is taking to prevent such errors in the future.

The Allan government’s decision to launch an independent review is a stark acknowledgement of GWW’s failure to resolve these issues internally. The review will likely focus on understanding the root causes of the billing system’s failure and identifying steps to prevent similar problems from arising in the future. For customers like Ann Cunningham, who has not received a correct bill in over a year, the review offers a glimmer of hope that their concerns will finally be taken seriously. However, the road to resolution will likely be long and arduous, as GWW works to untangle the mess created by its faulty IT upgrade.

As the situation continues to unfold, the impact on GWW’s customers cannot be overstated. For many, the stress of dealing with billing errors and the anxiety of potential identity theft has become a constant presence in their lives. The fact that GWW serves a monopoly in the areas it operates—meaning customers cannot choose an alternative water provider—only adds to the frustration. People like Cunningham, who are simply trying to pay their bills and move on with their lives, are being forced to navigate a system that seems to be failing them at every turn. The hope now is that the independent review will bring much-needed accountability and lead to real changes that restore trust in Greater Western Water.