How we're tracking

In the 2019-20 financial year, we delivered well against the commitments made to our customers. Overall we achieved the targets sets against our outcomes, with only one falling below target, but still within our tolerance bands.

We reported significant improvements in the delivery of high quality water, timely notification of system outages and ongoing customer trust and satisfaction ratings. We delivered especially well against our environment commitments with a record low result for our Scope 1 tCO2-e emissions.

Our operating cost per property fell outside our tolerance bands for the first time as a result of lower than expected growth in properties and costs associated with responding to coronavirus (COVID-19) however at the time of publishing this is still an interim figure. 

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.

Green tick icon
Our performance for outcome one

Overall we consider this to be met as we've achieved three of the target measures. 

Meeting safe drinking water standards

Number of incidents

2018-19

2019-20

2020-21 (year to date)

Target

0.00    

0.00    

0.00    

Result

0.00 Green tick icon

0.00 Green tick icon

0.00 Green tick icon

333 respondents to a survey that accompanied an apology rated us higher than they normally would for trust, reputation and value for money, and just below for customer satisfaction. Customers told us they appreciated our concise communications; were happy with the way we handled the incident and were glad to see the availability of water carters. We also heard feedback from customers who were unhappy with the lack of compensation for people who boiled water instead of buying bottled; disappointed with the delay in our communications, with many people saying they were first notified of the incident via family and friends or mainstream radio, and from customers who felt we waited too long to offer reimbursements.

Following the incident, eighteen people registered a complaint – the majority of complaints related to the perceived timeliness of our communication, or to customers not receiving direct communication as we lacked their contact details.

We’ll use learnings from the event to redefine what constitutes an interruption as part of our next Price Submission and the guaranteed levels of service we promise our customers

Water quality complaints

Complaints per 100 customers

2018-19

2019-20

2020-21 (year to date)

Target

0.18    

0.18    

0.18    

Result

0.10 Green tick icon

0.10 Green tick icon

0.08 Green tick icon


On the back of the boil water advisory issued during the Silvan Dam incident, we’ve developed a chlorination strategy, aligned with the Department of Health’s recently-released guidance. The implementation of our strategy is in progress, alongside a number of operational changes and setpoint increases we’ve already implemented to increase chlorine residuals. This is to further protect our water supply from potential future threats. The next step will be to install more chlorinators, which will slightly increase the chlorine residual in areas that have historically had lower levels. The slight increase in chlorine will provide added assurance for our regulator, without affecting the taste or odour of water we supply to our customers.

Multiple unplanned water interruptions

Number of customers with >5 incidents

2018-19

2019-20

2020-21 (year to date)

Target

532    

532    

532    

Result

226 Green tick icon

244 Green tick icon

Green tick icon


We’ve been repairing more leaking hydrants by placing a temporary cap to initially stop the leak, and then returning to perform the repairs after customers have been notified of a planned shutdown. Together with our ongoing water main renewal program which targets our failing assets, this has helped drive this result to zero for the quarter.

Multiple sewer blockages

Number of incidents with >2 incidents

2018-19

2019-20

2020-21 (year to date)

Target

17   

17    

17    

Result

31 Amber line icon

19 Amber line icon

21 Amber line icon


Property connection and reticulation sewer blockages are lower than the average for the same time over the last few years. This has led to a reduced number of customers being impacted by multiple blockages during the second quarter.  

Warn me, inform me

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

Green tick icon
Our performance for outcome two

Overall we consider this to be met as we have achieved all four of the target measures.

Customers notified about unplanned water supply interruptions

Percentage of affected customers

2018-19

2019-20

2020-21 (year to date)

Target

N/A    

N/A    

58.00    

Result

54.98  

59.82  

72.20 Green tick icon


We’re continuing to capture more customer email and mobile details, resulting in more customers being notified of water service interruptions. 

Duration of unplanned water supply interruptions

Average duration (minutes)

2018-19

2019-20

2020-21 (year to date)

Target

88    

88    

88    

Result

82 Green tick icon

82 Green tick icon

79.4 Green tick icon


Repair works have been less-complex for this period, resulting in faster repair times and quicker restoration of water supply to customers.

Interruptions during busy household times

Percentage of incidents

2018-19

2019-20

2020-21 (year to date)

Target

27.9    

27.8    

27.7    

Result

27.9 Green tick icon

26.4 Green tick icon

25.2 Green tick icon


Repair crews are more aware of when our peak periods are for our customers. Where possible, we’ll aim to finish works prior to these times or wait until these periods have passed. The move to planned repairs for leaking hydrants/fireplugs has meant that we can now choose when we do these works, and move them to non-peak periods.

Planned water interruptions restored within estimated time

Percentage of planned interruptions

2018-19

2019-20

2020-21 (year to date)

Target

98   

98    

98    

Result

99 Green tick icon

98.8 Green tick icon

98.9 Green tick icon


We’re keeping a close eye on all planned shutdowns being undertaken, especially those for major projects and level crossing removals, ensuring that the works planned for the shutdown are achievable in the proposed timeframes.  

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.

Our performance for outcome three

Overall we consider our rating to be amber as two out of the three target measures have been met, and one was not within the tolerance band.

The cost for us to operate per property

($) per property

2018-19

2019-20

2020-21 (year to date)

Target

158    

155    

152

Result

161.43 Amber line icon

160.35 Red cross icon

Annual metric


We continue to adapt our operations due to the impacts of Coronavirus COVID-19. Costs are currently being managed within allowances but may be impacted in the later part of 2020-21.

Customers supported by South East Water Assist

Number of customers

2018-19

2019-20

2020-21 (year to date)

Target

5.310    

5,575    

5,854    

Result

5,485 Green tick icon

6,599 Green tick icon

Annual metric


Our Customer Care team has continued to support more customers than ever throughout the Coronavirus COVID-19 pandemic. We’ve assisted over 3180 customers in the first half of the financial year, and we’re well on track to achieve the end-of year target.

To achieve this result, we’ve on-boarded more-experienced staff in the team to ensure our customers are getting the right support in a timely manner, and we’re also working with a number of external community groups to help assist those customers who need our support.

Customers' level of debt when entering Assist program

Number of customers

2018-19

2019-20

2020-21 (year to date)

Target

875

825 800

Result

839 Green tick icon

674 Green tick icon

854 Green tick icon

 

Our proactive team has continued to reach out to customers who we believe may require additional assistance. This, in turn, has enabled us to support customers when their debts are smaller, preventing them from falling into more severe financial hardship.

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.

Green tick icon
Our performance for outcome four

Overall we consider this to be met as we achieved two out of the three targets and the one not achieved is within the tolerance band. 

Customer satisfaction rating (7 or above)

% of survey responses

2018-19

2019-20

2020-21 (year to date)

Target

81  

83  

83  

Result

89 Green tick icon

83 Green tick icon

85 Green tick icon


Customer satisfaction continues to remain high, as we endeavour to resolve most queries the first time customers contact us, improving their overall experience.

Value for money rating (7 or above)

% of survey responses

2018-19

2019-20

2020-21 (year to date)

Target

68    

69    

70   

Result

74 Green tick icon

74 Green tick icon

74 Green tick icon


Value for money score remains high as customers generally appreciate the quality and promptness of the service they receive from us.

Customer complaints

Per 100 customers

2018-19

2019-20

2020-21 (year to date)

Target

0.41    

0.40    

0.39    

Result

0.32 Green tick icon

0.42 Amber line icon

Annual metric


Our yearly complaints per customer result is driven by the initial implementation of our broader complaint definition, for customer experience improvement. Parks charges, affordability issues and customers affected by the water quality incident at Silvan Dam made up some of the increase in reported complaints for the year.

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.

Green tick icon
Our performance for outcome five

Overall we consider this to be met as we achieved three out of the four target measures and one within the tolerance band. 

Total carbon emissions (tonnes of CO2)

Tonnes of CO2

2018-19

2019-20

2020-21 (year to date)

Target

37,385    

38,049    

28,969   

Result

38,264 Amber line icon

32,007 Green tick icon

Annual metric

 

We’re on track to meet our greenhouse gas emissions targets. Our first solar array projects are generating electricity at Somers and Pakenham water recycling plants and a Combined Heat and Power Unit at Mt Martha will be commissioned by the end of 2021. The unit uses waste biogas from the treatment process to generate energy. We’re also investigating ways to make our operations more energy-efficient, and our joint purchase industry contract with Kiamal Solar Farm is commissioned and reducing our emissions by almost 25 per cent per year.

Number of reportable sewer spills

Number of spills

2018-19

2019-20

2020-21 (year to date)

Target

20    

20    

20    

Result

17 Green tick icon

14 Green tick icon

Green tick icon


The three reportable spills were caused by blockages in reticulation sewers in Mt Eliza, Springvale and Mornington. So far, this financial year, we’re well below the target, highlighting the performance of the proactive maintenance work we’ve undertaken to target significant spills.

Percentage of customers receiving recycled water

% of customers connected in designated areas

2018-19

2019-20

2020-21 (year to date)

Target

46    

46    

65    

Result

44 Green tick icon

58 Green tick icon

58 Amber line icon


Very few properties have been switched across to recycled water this financial year because of the Coronavirus COVID-19 shutdown.  Under COVID-normal work practices, we plan to recommence the necessary checks to switch properties over in February 2021.  Between now and the end of the financial year, we estimate that ~3,000 customers in Cranbourne West, Officer and Clyde North will have their properties switched over to recycled water.  This should bring the percentage of residential customers supplied with recycled water up to ~66 per cent by the end of the financial year.

Recycled water used in designated areas

% of total water supplied in designated areas

2018-19

2019-20

2020-21 (year to date)

Target

12   

14    

16  

Result

12 Green tick icon

13 Amber line icon

13.5 Amber line icon


The quarterly target hasn’t been achieved as very few properties have been switched across to recycled water this financial year, due to the Coronavirus COVID-19 shutdown. In addition, the wetter-than-normal summer rainfall from the La-Nina climatic conditions is also reducing the need for garden watering, which is a large proportion of recycled water demand.

Our five-year customer commitment

We’re proud to be supporting you with reliable services and stable pricing as we deliver against the areas you told us you value the most.

Our service guarantees

We’re so committed to good service, we’ll give you a rebate in your next bill if we don't deliver to our high standards.