Icon Water

We have provided advisory, consultation, communication, engagement and change services to Icon Water for over 15 years.

Water is an essential resource. Effective management of our water resources, with input from customers, community stakeholders and experts, leads to a sustainable, and viable city.

Icon Water is the supplier of water and sewerage services for the ACT.

Communication Link supports Icon Water towards building climate change resilience, ensuring greater water security and providing accessible and inclusive services.

Our work has included delivering corporate change services as part of a restructure and rebrand to Icon Water, community and stakeholder engagement associated with major construction projects such as the construction of the Enlarged Cotter Dam and the Murrumbidgee to Googong Pipeline and the delivery of water education campaigns.

Communication Link has also provided engagement services to support pricing submissions. Every five years Icon Water submits a price proposal to the Independent Competition and Regulatory Commission. In 2021-22 we guided the establishment of a Customer Advocacy Forum and an Expert Panel to ensure that community and industry feedback was incorporated into their  five-year proposal.

We harnessed networks to ensure diverse participation in the Customer Advocacy Forum, a deliberative group of community representatives including residents, businesses, and members from special interest groups such as vulnerable customers and environmental organisations. We designed and facilitated six deliberative sessions over seven months.

We also planned and facilitated complex technical and scientific discussions with the Expert Panel to generate clear and actionable advice.

As experts in facilitation, we managed these conversations carefully, to ensure all participants had a voice and felt respected, while competing and sensitive priorities were addressed.

The Forum and Expert Panel contributed to Icon Water’s Let’s Talk Water and Wastewater engagement program as well as the five-year price proposal.

Planning for the future of Canberra’s water resources
Icon Water
Project Type:
Community Consultation
Data analysis
Event management
Stakeholder Engagement
Strategic Communication
Strategy and advice
Workshop design