The Business Activity Strategic Plan – Leading into 2035, the 2025/26–2028/29 Delivery Program and 2025/26 Operational Plan (DPOP), and the Long-Term Financial Plan were presented to the Board at its meeting on 24 April 2025. 

The Business Activity Strategic Plan (BASP), Leading into 2035, sets the priorities and direction for Riverina Water for the next 10 years and beyond. The Delivery Program has a four-year timeframe, while the Operational Plan is a one-year document setting out the budget and actions for the coming financial year. 

In 2025/26, Riverina Water has planned almost $18M in capital works to strengthen and renew its water supply network, including:

Fees and charges for 2025/26

As part of the adoption of strategic documents, Riverina Water’s fees and charges for 2025/26 have been finalised. 

Water fees and charges will rise by 10%, which for the average residential water bill equates to $1 a week.

Like many households and businesses, Riverina Water has also experienced significant increases in construction, material and operating costs. The proposed increase ensures Riverina Water can continue to provide safe and reliable drinking water and meet growing demand.

Based on the latest comparison data available from 2023/24, Riverina Water’s proposed fees and charges are still well below the NSW median.

Residential water charges
Charge type	Riverina Water 2024/25	Riverina Water 2025/26	NSW median 2023/24
Access per quarter	$45	$49.50	$58.52
Step 1 usage tariff per kl	$1.61	$1.77	$2.49
Step 2 usage tariff per kl	$2.41	$2.65	$4.17

 

2024/25 Customer Satisfaction Survey

An overview of our customer survey results was presented to the Board.

More than 1100 community members participated in the annual survey from across Riverina Water’s supply area of the Wagga Wagga City, Lockhart Shire and parts of Greater Hume and Federation council areas.

Overall satisfaction with water reliability was very high, while all water quality indicators remained rated as at a high or very high level of satisfaction. 

Donations and Sponsorships 2024/25 summary report

One of the many meaningful ways Riverina Water gives back and invests in its community is through donations and sponsorships.

As part of the Donations and Sponsorships Policy, an annual summary is reported to the Board. For 2024/25, $87,895.45 had been awarded to 31 recipients.

Customer and Community Engagement Strategy 2025/26-2028/29

The Customer and Community Engagement Strategy 2025/26-2028/29 was adopted by the Board following a review and public exhibition period. It sets out how we'll communicate and connect with you. 

This important document is built on four focus areas – Engage, Enrich, Educate, Experience – and aims to achieve an overall strategic outcome of “We provide exceptional customer service and demonstrate social responsibility to our community”.

Submission advocating for inclusion of County Councils in the development assessment process

In July 2021 the NSW Government introduced a new online Planning Portal. Unfortunately, County Councils like Riverina Water were not involved in any pre-implementation consultations and are still not included within the new Planning Portal system.

There is currently no mechanism in the development assessment process that mandates the referral of development applications to NSW County Councils for consultation and concurrence where a proposed development may impact on the functions of a County Council.

The effect of this is, that development applications are referred to County Councils on a discretionary basis, which is resulting in sub-optimal outcomes and undermining the ability of the county councils to carry out their functions efficiently and effectively.

This has resulted in past subdivision developments being approved and then individual lot owners not able to proceed, as access to water was not possible or financially viable at the time.

Riverina Water County Council and its fellow County Councils are advocating for a change that requires development applications to be referred to County Councils.

Adoption of polices 

A number of new or revised policies were reviewed and adopted by the Board.

Fluoridation Policy

The purpose of this policy is to ensure Riverina Water’s continued compliance with NSW Health legislation regarding the fluoridation of existing water supply systems, and to support the safe and effective management and operation of our fluoridation processes.

The policy was due for review, which has been completed and presented to the Board for adoption. No material changes were made to the policy since its last review.

Procurement Policy

The purpose of the Procurement Policy is to outline the purchasing standards of Riverina Water and to provide clear guidance to staff involved in procurement.

The Policy ensures compliance with the Local Government Act 1993 as it relates to tendering and promotes consistent, transparent, and accountable purchasing practices.

The policy was due for review, which has been completed and presented to the Board for adoption.

Modern Slavery Policy

The Modern Slavery Amendment Act 2021 (NSW) commenced on 1 January 2022, resulting in additional requirements that were incorporated into the Local Government Act 1993 (NSW).

The purpose of the Modern Slavery Policy is to outline Riverina Water’s commitment to ensuring its operations and supply chains do not cause, involve, or contribute to modern slavery; and those it does business with share the same commitment to minimising the risk of modern slavery.

Assistance for Undetected Leaks Policy

Riverina Water’s Assistance of Undetected Leaks Policy has been adopted by the Board following a review and public exhibition period.

The policy sets out how Riverina Water can support customers who have received a large bill due to an undetected leak.

You can find out more about our leak rebates here.

Work Health and Safety Policy

The Work Health and Safety Policy outlines Riverina Water’s commitment to achieving a consistently high standard of workplace and community health and safety.

It outlines the commitment to the prevention of work-related injury and ill health through the provision of safe and healthy work environments, facilities, equipment and systems.

The policy was due for review, which has been completed and presented to the Board for adoption. The policy has been improved and strengthened with the addition of two new clauses which focus on supporting staff though a just and proactive safety culture.