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 2019-20 reporting


You can also see how the Essential Services Commission is tracking our progress – and find out how we compare to other water utilities​, too.   


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're on track to meet most of our commitments. 
 
Although we've had more sewer blockages than we'd like, we're working to improve our performance in this area by investing in sewer monitoring devices, like Advanced BlokAid®.
​Water quality complaints (per 100 customers) ​0.18 0.18
​Multiple unplanned water interruptions (number of customers) ​532 349
Multiple sewer blockages (number of customers) ​17 36
 

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) ​72 89.3
We're on track to meet all of our commitments this year.
​Duration of unplanned water supply interruptions (minutes) 88 81.7
​Interruptions during busy household water use times at morning and night (percentage of customers) ​27.9 27.2
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 n/a

We're on track to meet all of our commitments this year.

Progress marked as n/a indicates an annual measurement, which isn't reported quarterly.

Customers supported by South East Water Assist (number of customers) annual measurement ​5,310 n/a
Customers’ level of debt when entering South East Water Assist program ($) ​875 638
 
 

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) ​83 82
​We're on track to meet all of our commitments this year.
​Value for money rating of 7 or above out of 10 (% of survey responses received) ​69 74
​Customer complaints (per 100 customers) ​0.41 0.33
 
 

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 meet all of our commitments this year.

Progress marked as n/a indicates an annual measurement, which isn't reported quarterly.

​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