Customer Experience Surveys

As an organisation, we conduct two surveys undertaken by independent research companies on our behalf:

• Annual Customer Satisfaction Survey
• Customer Experience Survey

Annual Customer Satisfaction Survey

The Annual Customer Satisfaction Survey was held in October 2025 and was open to all East Gippsland Water customers.

The survey was conducted by Insync, an independent research company.

$100 account credit winners

Participants had the option to enter the draw to win $100 credit on their water account. The 2025 winners, selected at random, were:

• Kelly P
• Cherie A
• Peter F
• Martin B
• Carol M
• Mal
• Morgan J
• Sandra T
• Peta L
• PJ B

Customer Experience Survey

Customers who have had a recent interaction we us are invited to take our Customer Experience Survey.

The survey is your opportunity to help us understand how we are performing.

You will be asked a few questions about why you contacted us and how we responded to your enquiry, with all responses being anonymous.

Win $50 credit to your bill

As a thank you for completing the survey, you have the chance to win $50 credit to your account. If you’d like to enter you will be prompted to add your contact details at the end of the survey. All winners are selected at random. The latest winners are below:

June 2026

• Johanna M
• Ros K
• Nicki B
• Roslyn C
• Maria A

May 2026

• Wendy C
• Merna H
• Russell M
• Sarah R
• Samantha R

April 2026

• Kathryn L
• Kylie M
• Tanja H
• Stuart C
• Monica W

Terms and conditions

Terms and conditions for prize draw open to East Gippsland Water customers completing a Customer Experience Survey (Sept 2025 – Aug 2026).

Background

1. East Gippsland Water, ABN 40 096 764 586, of 133 Macleod Street, Bairnsdale, Victoria, 3875, administers the prize draw.
2. The prize draw is intended to reward East Gippsland Water customers completing a survey on their recent experience with our services.

Eligibility

1. Entry is free.
2. Entry is open to East Gippsland Water customers who complete our Customer Experience Survey. The survey is sent to customers who have contacted us for action (for example, a service request or account query).
3. Customers will be entered into the next prize draw following completion of their valid entry. Entries are valid for one draw only. There will be one prize draw each month from September 2025 to September 2026.
4. Winnings are limited to one win per property (account) in a 12-month period.
5. Staff of East Gippsland Water and their immediate families are not eligible to participate.

Entry requirements

1. Customers completing the survey can opt-in to enter the prize draw. Survey responses have no bearing on the prize draw, which is random. Contact details are separated from survey responses by an independent third party.
2. Entries for the draw are limited to one per East Gippsland Water customer.
3. Entries that are deemed at the time of the draw not to have complied with the eligibility and entry requirements will be deemed invalid.

Prizes

1. Each month there will be five prizes of $50 each. The $50 will be credited to the winners’ East Gippsland Water account, reducing their bill.
2. The winning entries will be randomly selected.
3. The prize draws will be conducted at East Gippsland Water, 133 Macleod Street, Bairnsdale, Victoria, 3875.
4. The winners will be notified within seven days of the draw.
5. East Gippsland Water’s decision will be final and no correspondence will be entered into.
6. The prizes cannot be redeemed in cash.

Privacy

1. Participants’ contact details will not be used for any other purpose than the prize draw.
2. East Gippsland Water manages information collected from participants in accordance with the Privacy and Data Protection Act 2014. Participants can access the personal information East Gippsland Water holds about them by phoning us on 1800 671 841 or emailing egw@egwater.vic.gov.au. You can view our Privacy Policy on our Privacy page.