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.
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.
Our performance for outcome one
Overall we consider this to be met as we've achieved three of the target measures.
Warn me, inform me
You told us you want to be warned, and kept updated, about disruptions – both planned and emergency.
Our performance for outcome two
Overall we consider this to be met as we have achieved all four of the target measures.
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.
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.
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.
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.
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.
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.