How we tracked in 2022-23
2022–23 overall result
This 2022-23 report on outcomes for our customers is our final report of the 2018-23 regulatory period. Overall we are pleased to have supplied high quality and reliable services to our customers.
Complaints about water quality and instances of unplanned service interruptions are low and within target, and we have had one instance of water quality non-compliance in 2022-23.
We have improved our notification of customers when unplanned interruptions occur and exceeded our target for completing planned interruptions on time. We acknowledge that customer satisfaction and perceptions of value for money is within tolerance but below target. Work is already underway to improve customer satisfaction and we will continue work towards strengthening our performance in this area. We are pleased to have been able to provide support to more customers experiencing hardship through our Customer Care Program and to be reaching customers earlier when they need our help. We understand the importance of getting the basics right, warning and informing our customers, making water fair and affordable for all, improving customer experience, and supporting communities and the environment.
These will continue to be key objectives for the 2023-28 regulatory period with updated performance measures, reported twice a year via our website, providing insight and updates against the delivery of our commitments to customers.
|Customer Outcome||End of financial year outcome||Met|
|Get the basics right, always||
Three of the four target measures have been met for the first quarter.
|Warn me, inform me||Two of the four of the target measures have been met for the first quarter.|
|Fair and affordable for all||Both target measures are met for the first quarter.|
|Make my experience better||One measure on target, one outside but within acceptable tolerance and the third outside both target and tolerance.|
|Support my community, protect our environment||Two of four measures outside both target and the associated tolerance bands, while one remains on track and the fourth only reportable at year end.|
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 our performance for outcome 1 to be GREEN.
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 our performance for outcome 2 to be GREEN.
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 performance for outcome 3 to be AMBER.
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 our performance for outcome 4 to be RED.
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 our performance for outcome 5 to be GREEN.