Progress against our Five-year Customer Commitment

 

We’re delivering against the areas you told us you value the most for the next five years. For full details on our measures and targets between 2018-23, refer to our 2018-23 Water Price Submission here.

We’ve agreed with the Essential Services Commission to apply a tolerance range and rankings for each measure to show how we’re performing overall against each customer outcome area.
 

Quarter 3 2018-19 reporting

 

Get the basics right, always

 
You told us you want safe and reliable services, now and always. At its essence, this means clean and high quality drinking water, and the safe disposal of wastewater.
 

The goal we've set ourselves​

​Our target

Our progress (year to date)​

What that means​



Meeting safe drinking water standards (number of incidents) ​0.00 0.00​​ Overall, we’re on track for this outcome and are meeting most of our commitments this quarter. We’re outside the tolerance range for our multiple sewer blockages goal, however. 

To help address this,we’ve continued to install Advanced BlokAid® sensors across our sewer network this quarter to help us detect blockages and fix them before they impact our customers.    
​Water quality complaints (per 100 customers) ​0.18 0.08​
​Multiple unplanned water interruptions (number of customers) ​532 143​
Multiple sewer blockages (number of customers) ​17 34
 

Warn me, inform me

 
You told us you want to be warned, and kept updated, about disruptions – both planned and emergency.
 

The goal we've set ourselves​

​Our target

Our progress (year to date)​

What that means​



​ ​ ​
Notifying customers about unplanned water supply interruptions (percentage of customers) ​68 78 We’re on track to meet all of our commitments by the end of the year.

We’ve expanded our SMS and email notifications to include planned works, to keep more customers informed about works that might affect them.
​Duration of unplanned water supply interruptions (minutes) 88 80
​Interruptions during busy household water use times at morning and night (percentage of customers) ​27.9 26.8
Planned water interruptions restored within estimated time (percentage of planned interruptions) ​98 98
 

Fair and affordable for all

 
You told us you expect our services to be delivered in a fair and affordable manner across our entire service region.
 

The goal we've set ourselves​

​Our target

Our progress (year to date)​

What that means​



​ ​ ​
The cost for us to operate, per property ($)annual measurement ​162 N/A ​We’re on track and within the tolerance range to keep customers’ debt to a minimum when entering our South East Water Assist program. Our other targets are annual measures and we’ll report on how we’ve performed against these in October.

We’re continuing to help more customers who need support to access grants and concessions. This quarter more than 1,300 customers successfully applied for a government utility grant.
Customers supported by South East Water Assist (number of customers) annual measurement ​5310 N/A
Customers’ level of debt when entering South East Water Assist program ($) ​875 880
 
 

Make my experience better


You told us you want a better experience with us, every time you talk to us, see us out and about or visit us online.
 

The goal we've set ourselves​

​Our target

Our progress (year to date)​

What that means​



​ ​ ​
Customer satisfaction rating of 7 or above out of 10 (% of survey responses received) ​81 88 ​We’re on track to meet all of our commitments for this year.

During summer and autumn we delivered a water efficiency campaign to help customers minimise their water use and manage seasonally higher bills. 
​Value for money rating of 7 or above out of 10 (% of survey responses received) ​68 73
​Customer complaints (per 100 customers) ​0.41 0.23
 
 

Support my community protect our environment

 
You told us you want us to support your community and protect our environment – delivering long-term water security in a way that honours the environment and ongoing liveability.
 

The goal we've set ourselves​

​Our target

Our progress (year to date)​

What that means​



​ ​ ​
Number of dry weather sewer spills (number of spills) 20 13 ​We’re on track to keep significant sewer spills to a minimum. Our other commitments are reported annually, and we’ll provide an update in October. These are all looking on track.

We continue to support our communities, and when our customers were affected by the Bunyip bushfires we visited customer properties to refill rainwater tanks, provided bill support and referred customers to our community partner for specialised support.
​Total carbon emissions (tonnes CO2) annual measurement ​37,385 N/A
​Percentage of customers receiving recycled water (% of customers)
annual measurement
46 N/A
Alternative water volumes used in designated greenfield areas (% of volume of water) annual measurement ​12 N/A