Service Contracts

Corporate and Customer Services Contracts

Icon Water has two contracts with ActewAGL in relation to corporate and customer services, named the Corporate Services Agreement (CSA) and Customer Services and Community Support Agreement (CSCSA).

The current services contracts between Icon Water and ActewAGL are the most recent in a long history of arrangements for sharing the delivery of services in the context of utility services. This recognises the natural synergies that exist between the utilities.

As Icon Water is a publicly owned company providing essential utility services to the community, there are a number of mechanisms in place for oversight of Icon Water’s business and operations. The independent bodies with different review and oversight powers include:

The corporate and customer services include unique support activities and services required for running a utility. There are a range of services within the corporate and customer services contracts, including those listed below.

Corporate Services Customer Services and Community Support Services
  • Information communications technology (ICT) physical hardware, computer
    software systems and supporting technical services
  • Emergency contact centre
  • Economic regulatory services
  • Human resource services
  • Tax
  • Treasury
  • Accounts payable
  • Procurement
  • Warehouse management
  • Fleet management
  • Property and security
  • Accounting

  • Meter reading
  • Customer billing
  • Customer account management
  • Customer contact centre
  • Accounts receivable and credit management
  • Customer data storage and protection
  • Community communications
  • Corporate communications
  • Sponsorships

Future of corporate and customer services provision after 2023

The current services contracts expire in 2023.  In preparation for and well in advance of this date, Icon Water will assess its ongoing service requirements and options.

A key focus for Icon Water will be to ensure that we can maintain access to the services required to operate our business efficiently and effectively, so that we can continue to provide high quality affordable water and sewerage services to our customers.

A project has been initiated to define a sourcing strategy for the required services. The project is broken up into four phases with the first phase: project initiation completed. Implementation of the sourcing strategy will follow from completion of this project.

Phase 1 Phase 2 Phase 2 Phase 4 Phase 5

Project Initiation



Identify the desired future requirements and develop sourcing decision framework 
Completion by mid-2019


Preliminary assessment of sourcing options

Completion by late 2019



Detailed assessment of sourcing options

Completion by early 2020



Implementation of sourcing strategy

Completion by mid-2023

In early May 2019, Icon Water issued an approach to market to seek the services of a strategic sourcing advisor with demonstrated experience and expertise in the definition and implementation of sourcing strategies to assist with the delivery of phases two to four.

This webpage will be updated as this project progresses.