Open consultations

We don't currently have any open consultations however we're always open to feedback. Email us at talktous@iconwater.com.au or give us a call on (02) 6248 3111.



Below is a list of surveys we have already completed. If you would still like to have your say on any of these topics, please email us.

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  • Tariff structure

    The tariffs charged by Icon Water for water and sewerage services include fixed supply charges and additional charges that vary depending on how much water you use. These tariffs are regulated by the Independent Competition and Regulatory Commission (ICRC).

    The ICRC is currently conducting a review of the structure of those tariffs. As part of our focus on providing the best water services at the optimal price to the Canberra community, we asked our customers to provide their views on the structure of the tariffs for water, including issues such as:

    • whether tariffs should vary between different customer types
    • whether the usage price should change when specified usage levels are reached
    • the balance between fixed charges and usage prices.

    We also asked our Community Consultative Forum to give their input on two aspects: principles (we think ICRC should consider when determining the tariff structure) and potential characteristics of a tariff structure, to help shape our tariff proposal

  • Balancing price and service levels: Sewage overflows

    As part of our focus on providing the best water services at the optimal price to the Canberra community, we asked our customers to provide their views on how much we should spend on reducing the risk of sewage overflows.
  • Balancing price and service levels: Water supply interruptions

    As part of our focus on providing the best water services at the optimal price to the Canberra community, we are asking our customers to provide their views on how much we should spend on reducing the risk of water supply interruptions.

  • Satisfaction survey

    In September 2015, we talked to 300 residents; 166 standard businesses and 34 high volume businesses; about how they regarded our service, products and brand as a whole.

    The key objectives of the research were to:

    • Gauge customer awareness of Icon Water as a brand (noting that the new brand was launched in May 2015);
    • Customer Satisfaction with water and sewerage services, both residential and business;
    • The water quality of Icon Water

    The findings showed that most customers were aware that we had changed our name to Icon Water:

    • 79% of residential customers were aware of the name change;
    • 76% of standard business customers were aware of the name change;
    • 88% of high volume business customers were aware of the name change.

    Satisfaction was also high

    • 92% residential customers are satisfied with Icon Water’s service;
    • 91% of standard business customers are satisfied with Icon Water’s service;
    • 97% of high volume business customers are satisfied with Icon Water’s service.

    Water quality satisfaction

    • 94% of residential customers rate the quality of ACT Tap water as good or very good;
    • 91% of standard business customers rate the quality of ACT tap water as good or very good.