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 4 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​​
We met all our of commitments this year.
 
We’ve performed well against our safe drinking water standards, water quality complaints and unplanned water interruption targets.
 
We’ve upgraded key secondary chlorination sites with automated systems that remotely monitor and control water quality. We’ve also improved our dosing systems by adding additional alarms and notifications.
 
We’ve had more sewer blockages than we’d like, so we’re making improvements that will allow us to see and control our sewer network better than ever before. This includes installing more Advanced BlokAid® sensors throughout our network, so we can find and fix blockages before they become a problem. We’ve also improved data analysis across our 273 pump stations, and we’ll continue our significant investment in our maintenance and renewals programs so our network performs as well as it can.

​Water quality complaints (per 100 customers) ​0.18 0.10
​Multiple unplanned water interruptions (number of customers) ​532 226
Multiple sewer blockages (number of customers) ​17 37
 

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 79
We met all our of commitments this year.
 
Our customers want us to tell them about works that may impact them, so we’re using SMS, email and social media to keep them informed about both planned and unplanned works.
 
We’ve also looked at the types of notifications we send and have made some changes to better meet our customers’ needs. For example; we now send notifications to customers who may have experienced a water outage overnight, so they know what to do if the water isn’t coming out crystal clear in the morning.
 
We’re continuing to analyse and question our processes. We’re investigating what happened if our customers weren’t notified about something that may impact them – so we can get it right next time.
​Duration of unplanned water supply interruptions (minutes) 88 82
​Interruptions during busy household water use times at morning and night (percentage of customers) ​27.9 27.9
Planned water interruptions restored within estimated time (percentage of planned interruptions) ​98 99
 

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 ​162 156.08
We met all our of commitments this year.
 
We’re continuing to help more customers who need support to access grants and concessions. We established our Customer First program to provide early intervention and assist vulnerable customers who want to pay their water bills, but can’t pay everything.
 
As part of this, we’re expanding our proactive outreach program to customers we might be able to help through our South East Water Assist program. We supported 5,485 customers through this program over the year.
 
Customers can also spread the cost of their bills with a payment plan, making fortnightly or monthly payments. In total this year, 34,924 customers chose to pay their bills using our payment plan service.
Customers supported by South East Water Assist (number of customers) annual measurement ​5,310 5,485
Customers’ level of debt when entering South East Water Assist program ($) ​875 839
 
 

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 89 ​We met all of our commitments this year.
 
We’re receiving less customer complaints and more customers are giving us a high value for money rating. In recent surveys, 89 per cent of our customers said they were satisfied with our services, 74 per cent think we’re adding value and 64 per cent trust us. 
 
We refreshed our mySouthEastWater customer portal making it simpler and easier for our customers to use anywhere, anytime.
The upgrade reduced the time our customers spend on the portal by an average 50 seconds each visit. Mobile traffic represented more than 40 per cent of total visits (up five per cent from last year).
We’ve been working to understand our customers and community and the role we can play in their lives.
 
We refreshed our writing style and visual brand based on their feedback, to make it easier for our customers to understand what we do, what they need to do if we get in touch, and make their experience better with us every time.
​Value for money rating of 7 or above out of 10 (% of survey responses received) ​68 74
​Customer complaints (per 100 customers) ​0.41 0.32
 
 

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 17 ​We performed well against our commitments this year.
 
We’re expanding our recycled water network to future-proof our network and build our drought resilience. We’re delivering more recycled water than ever so we can save our drinking water for where it’s really needed – like the kitchen and bathroom taps. We currently have more than 1,060 kilometres of recycled water main and supplied 37,000 homes in our region with recycled water this year.
 
When the Bunyip State Park bushfires affected our customers we visited customer properties to refill rainwater tanks, provide bill support and refer customers to our community partner for specialised support. 
 
We’ve also partnered with Melbourne Water for an important five-year project Enhancing our Dandenong Creek. It aims to measure and prevent industrial waste making its way into Dandenong Creek and Old Joe’s Creek through the stormwater network.
​Total carbon emissions (tonnes CO2) annual measurement ​37,385 38,264
​Percentage of customers receiving recycled water (% of customers)
annual measurement
46 44
Alternative water volumes used in designated greenfield areas (% of volume of water) annual measurement ​12 12