Our performance
Progress against our five-year customer commitment.
How we're tracking
2021-22 Quarter 3 update
We’ve seen a welcome return to service levels this quarter, meeting almost all of our targets with an overall ‘green’ indicator for performance. We’ve made significant progress despite ongoing resourcing constraints impacting both employees and contractors as a result of the pandemic.
While complaints and customer satisfaction remain outside the targets set back in 2018, we’re comfortable that the right level of support and accessibility is available to customers when and how they need it. Our ability to respond in a timely manner over the phone and out in the field has been a source of dissatisfaction recently. We continue to review and adjust our delivery teams to provide the highest levels of service we can under the circumstances. Significant progress has also been made in relation to our recycled water targets in growth areas. We’ve already achieved the forecast 13% increase in customers receiving recycled water this year. We were behind on this target last year, so overall we’re still just outside the initial target for 2021-22.
The remaining 14 metrics are all inside our targets for the year to date. We continue to focus and deliver on the commitments we made to our customers as we enter the final quarter of the financial year. Work is already underway with employees, our customer panel and other advocates to make sure our service levels continue to evolve and deliver even greater value in future through our 2023 Pricing Submission.
| Customer Outcome | Summary of target performance for 2021-22 - Q3 | Met |
|---|---|---|
| Get the basics right, always | Three of the four target measures have been met for the first quarter.
|
 |
| Warn me, inform me | All 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. | |
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.
Our performance for outcome one
Overall, we consider our Q3 performance for outcome 1 to be green as all four output measures are within, or exceeding, target.
Meeting safe drinking water standards
Number of incidents
|
Target |
Result |
2018-2019 |
0 | 0 |
2019-2020 |
0 | 0 |
2020-2021 |
0 | 1 |
2021-2022 - Q3 |
0 | 0 |
There have been no drinking water non-compliances to date this financial year. Our improved sample tap maintenance program has meant we’ve had no false positive E. coli test results since October 2021.
Water quality complaints
Complaints per 100 customers
|
Target |
Result |
2018-2019 |
0.18 |
0.10 |
2019-2020 |
0.18 |
0.10 |
2020-2021 |
0.18 |
0.13 |
2021-2022 - Q3 |
0.18 |
0.09 |
Water quality complaints remain well within target. We’ve increased chlorine in targeted areas as part of the chlorination strategy and have been undertaking this work gradually to minimise customer impact. There’s been no increase in complaints for chlorine taste and odour.
Multiple unplanned water interruptions
Number of customers with >5 incidents
|
Target |
Result |
2018-2019 |
532 |
226 |
2019-2020 |
532 |
244 |
2020-2021 |
532 |
315 |
2021-2022 - Q3 |
532 |
0 |
Less water main leaks and bursts in the network has resulted in a reduced number of unplanned water supply interruptions for customers. The reduced impact on the network has been a result of cooler and wetter weather during 2021-22 so far and our ongoing targeted water main renewal program.
Multiple sewer blockages
Number of customers with 3 or more blockages
|
Target |
Result |
2018-2019 |
17 |
31 |
2019-2020 |
17 |
19 |
2020-2021 |
17 |
22 |
2021-2022 - Q3 |
17 |
14 |
We’ve seen the number of sewer blockages decrease over the last year, reducing the volume of repeat blockages, particularly on Property Connection Branches. This has allowed us to proactively repair the defect before the 3rd blockage occurs.
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 our performance for outcome 2 to be green as all four of the target measures have been met and continue to improve year on year.
Customers notified about unplanned water supply interruptions
Percentage of affected customers
|
Target |
Result |
2018-2019 |
68%* |
79.0%* |
2019-2020 |
72%* |
89.9%* |
2020-2021 |
76%* |
94.2%* / 72.2%~ |
2021-2022 - Q3 |
59%~ |
70.7 |
Warning and informing our customers about water service interruptions is a main focus. A dedicated internal team has been created to continue improving the timing and reliability of our notifications.
*Target until 2020-21, and results until 2019-20 are calculated as a % of notifiable customers (we have mobile/email details).
~We now calculate based on % of total customers affected.
Duration of unplanned water supply interruptions
Average duration (minutes)
|
Target |
Result |
2018-2019 |
88 |
82.0 |
2019-2020 |
88 |
81.6 |
2020-2021 |
88 |
81.1 |
2021-2022 - Q3 |
88 |
78.8 |
The length of time taken to repair failed water mains is within target and consistent with our year-to-date performance. Our maintenance contractors are doing an excellent job performing repairs in a timely manner to keep the impact to customers at a minimum. This is despite challenges with ongoing COVID-19 and resource constraints.
Interruptions during busy household times
Percentage of incidents
|
Target |
Result |
2018-2019 |
27.9% |
27.9% |
2019-2020 |
27.8% |
26.4% |
2020-2021 |
27.7% |
25.9% |
2021-2022 - Q3 |
27.6% |
26.8% |
The number of repairs needing to shut down the water supply was slightly higher this quarter, but the overall number of interruptions in peak periods was still low, keeping our performance within targets.
Percentage of planned interruptions restored within notification period
Percentage of planned interruptions
|
Target |
Result |
2018-2019 |
98% |
99.0% |
2019-2020 |
98% |
98.8% |
2020-2021 |
98% |
98.8% |
2021-2022 - Q3 |
98% |
98.9% |
We continue to closely monitor works associated with land development and major projects impacting our water network to make sure it’s manageable in the permitted shutdown period. There was a lot of activity in the greenfield development space this quarter however most shutdowns went to plan.
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 performance for outcome 3 to be green as each KPIs is on track or within the annual target.
The cost for us to operate per property
($) per property - metric calculation no longer in use
|
Target |
Result |
2018-2019 |
158 |
161 |
2019-2020 |
155 |
160 |
2020-2021 |
152 |
N/A |
2021-2022 |
150 |
N/A |
With a change to accounting policy that now includes costs previously capitalised in this metric, we have introduced a revised measure for the 2020-21 year to show our true performance against the targets set under the previous policy. The results previously reported for the 2018-19 and 2019-20 years have been restated to exclude these costs and more accurately reflect our performance with the targets set in the 2018 submission and does not impact customer prices during this pricing period.
The cost for us to operate per property
($) per property
|
Target |
Result |
2018-2019 |
158 |
156 |
2019-2020 |
155 |
153 |
2020-2021 |
152 |
147 |
2021-2022 - Q3 |
150 |
106 |
We’re continually adapting operations to accommodate the ongoing impacts of COVID-19 on our customers. This has a direct impact on the operating cost per property. Despite this pressure costs are currently being managed within allowances and we remain within current year targets.
Customers supported by South East Water Assist
Number of customers
|
Target |
Result |
2018-2019 |
5,310 |
5,485 |
2019-2020 |
5,575 |
6,599 |
2020-2021 |
5,854 |
5,839 |
2021-2022 - Q3 |
6,147 |
5,037 |
We continue to be on track to achieve this year’s target. Our customer teams are very engaged in ensuring we’re supporting all customers when needed. We’re very focused on making sure we support them to successfully manage their accounts.
Customers' level of debt when entering Assist program
Average level of debt on entry
|
Target |
Result |
2018-2019 |
$875 |
$839 |
2019-2020 |
$825 |
$674 |
2020-2021 |
$800 |
$616 |
2021-2022 - Q3 |
$800 |
$650 |
The average level of debt continues to stay below the target. Early identification and support of our vulnerable customers continues to be an area of focus for our teams. We’ll continue to refine this area to support all customers as soon as vulnerability is identified. Identification will be a central component of our engagement strategy moving forward.
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 our performance for outcome 4 to be amber with one measure on target, one outside but within acceptable tolerance and the third outside target due to a change in our management framework and reporting.
Customer satisfaction rating (7 or above)
Percentage of survey responses
|
Target |
Result |
2018-2019 |
81% |
89% |
2019-2020 |
83% |
83% |
2020-2021 |
83% |
84% |
2021-2022 - Q3 |
85% |
83% |
We have seen a 10 per cent increase in incoming call volumes compared to the previous quarter mainly due to the seasonable peak billing period. Higher rates of employee absenteeism as a result of COVID-19 and general illness, coupled with the higher volumes has resulted in longer wait times and higher call abandonment rates. Additionally, the impacts of the pandemic have been felt by our principal contractor and has impacted when faults are repaired, contributing to lower-than-expected levels of satisfaction. We continue to work with them on the backlog of faults and emergency jobs. We’re also improving our diagnosis and allocation of jobs processes to effectively manage workloads.
Value for money rating (7 or above)
Percentage of survey responses
|
Target |
Result |
2018-2019 |
68% |
74% |
2019-2020 |
69% |
74% |
2020-2021 |
70% |
73% |
2021-2022 - Q3 |
71% |
72% |
Our Value-for-Money scores remain stable and continue to meet the target. Considering the backlog of faults and emergency jobs and the impact on customers and affordability, it’s an extremely pleasing outcome.
Customer complaints
Per 100 customers
|
Target |
Result |
2018-2019 |
0.41 |
0.32 |
2019-2020 |
0.40 |
0.42 |
2020-2021 |
0.39 |
0.58 |
2021-2022 - Q3 |
0.38 |
0.44 |
Through our complaints management framework, rolled out in 2020, we make sure we’re capturing complaints consistently across our organisation.
As part of introducing our framework, we included a change to how we define a ‘complaint’. This made it consistent with international and Australia / New Zealand standards (ISO1002:2018 and AS/NZS 10002:2014).
As a result, we’ve received an increase in recorded complaints. At the same time, however, the number of complaints escalated to the Energy and Water Ombudsman (VIC) and other third parties have decreased.
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 our performance for outcome 5 to be amber with two of four measures within target, one outside target but within the acceptable range and the fourth only reportable at year end.
Total carbon emissions (tonnes of CO2)
Tonnes of CO2
|
Target |
Result |
2018-2019 |
37,385 |
38,264 |
2019-2020 |
38,049 |
32,007 |
2020-2021 |
28,969 |
35,856 |
2021-2022 |
28.609 |
Annual result |
The calculation of direct emissions from our treatment processes can only be done at the end of each financial year. This figure is not available during the first three quarters of the reporting period. Previously stated projects like the Kiamal Solar Farm and our behind-the-meter solar projects at Pakenham and Somers water recycling plants are now fully operational. We’re confident these projects will help achieve this year's target.
Number of significant sewer spills (dry weather)
Number of EPA reportable spills
|
Target |
Result |
2018-2019 |
20 |
17 |
2019-2020 |
20 |
14 |
2020-2021 |
20 |
10 |
2021-2022 - Q3 |
20 |
10 |
Business processes have been reviewed and changed to improve the accuracy of the primary data set used for calculating this KPI.
Percentage of customers receiving recycled water
Percentage of customers connected in designated areas
|
Target |
Result |
2018-2019 |
46% |
44% |
2019-2020 |
46% |
58% |
2020-2021 |
65% |
59% |
2021-2022 - Q3 |
78% |
72% |
With COVID-19 restrictions having been lifted, on-site audits to connect customers to recycled water have recommenced and are now up to date.
Recycled water used in designated areas
Percentage of total water supplied in designated areas
|
Target |
Result |
2018-2019 |
12% |
12% |
2019-2020 |
14% |
13% |
2020-2021 |
16% |
13% |
2021-2022 - Q3 |
18% |
19% |
Demand for recycled water in the 2021-22 year to date has been reduced due to the wetter than average weather experienced across our service area as a result of La Nina conditions. Supply of recycled water is also being impacted by having fewer customers connected in urban areas than planned (see comment above).