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 outcome one to be met as we have achieved three of the four target measures, with one not met however within tolerance.

Meeting safe drinking water standards

Number of incidents

2018-19

2019-20

2020-21 (up to 31 March)

Target

0.00    

0.00    

0.00    

Result

0.00 Green tick icon

0.00 Green tick icon

0.00 Green tick icon

We have been fully compliant with the Safe Drinking Water Act.                                 

 

 

 

 

 

 

Water quality complaints

Complaints per 100 customers

2018-19

2019-20

2020-21 (up to 31 March)

Target

0.18    

0.18    

0.18    

Result

0.10 Green tick icon

0.10 Green tick icon

0.09 Green tick icon


The chlorination strategy is well underway, with areas of the network with lower chlorine residuals now identified. An additional chlorinator is currently being deployed to address these areas and further monitoring will enable us to establish whether any more action is required. Continuous on-line measuring is also being deployed at the drinking water storage tanks so that chlorine residuals can be monitored and trended. This will allow us to effectively manage operational settings to achieve optimum protection without impacting on the taste and odour of our customers water supply. 

Multiple unplanned water interruptions

Number of customers with >5 incidents

2018-19

2019-20

2020-21 (up to 31 March)

Target

532    

532    

532    

Result

226 Green tick icon

244 Green tick icon

292 Green tick icon


Our mains renewal program is continuing to focus on those areas of the network that are prone to failure. We are also reviewing works on a continual basis to see if there are options for it to be completed under planned shutdown conditions.

Multiple sewer blockages

Number of customers with 3 or more blockages

2018-19

2019-20

2020-21 (up to 31 March)

Target

17   

17    

17    

Result

31 Amber line icon

19 Amber line icon

22 Amber line icon


Our property connection branch program is targeting assets with the highest risk of multiple blockages and ensuring the quality and proactive follow up of blockages. This ensures that we continue to meet our target for the number of customers impacted by multiple blockages.   

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 (up to 31 March)

Target

N/A    

N/A    

58.00    

Result

54.98  

59.82  

72.9 Green tick icon


Whilst this one is new metric, we have demonstrated that we are focused on warning and informing our customers of any water off events happening, We have demonstrated that during the agreed hours we are reaching as many customers as possible, with a benchmark of 58% we are on track to exceed the target set. 

Duration of unplanned water supply interruptions

Average duration (minutes)

2018-19

2019-20

2020-21 (up to 31 March)

Target

88    

88    

88    

Result

82 Green tick icon

82 Green tick icon

79.4 Green tick icon


Required repairs on the network have been less complex on average this quarter leading to a lower average repair time.

Interruptions during busy household times

Percentage of incidents

2018-19

2019-20

2020-21 (up to 31 March)

Target

27.9    

27.8    

27.7    

Result

27.9 Green tick icon

26.4 Green tick icon

26.4 Green tick icon


Maintenance crews have been engaged to attempt to move water shutdown periods to out of peak times where possible, and this combined with less severe failures this quarter has reflected in continued improved results.

Percentage of planned interruptions restored within notification period

Percentage of planned interruptions

2018-19

2019-20

2020-21 (up to 31 March)

Target

98   

98    

98    

Result

99 Green tick icon

98.8 Green tick icon

98.6 Green tick icon


We have been working closely with developers and contractors on major projects (such as the level crossing removal project) to ensure that planned shutdowns continue to start and finish within the notified 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.

Green tick icon
Our performance for outcome three

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

The cost for us to operate per property

($) per property

2018-19

2019-20

2020-21 (up to 31 March)

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 (up to 31 March)

Target

5.310    

5,575    

5,854    

Result

5,485 Green tick icon

6,599 Green tick icon

On track


We will start seeing an increase in customers seeking more support. The average bill per quarter has slightly increased and more customers have been seeking more time to pay or long-term payment plans. Number of customers will increase between debt management and hardship.  

Customers' level of debt when entering Assist program

Number of customers

2018-19

2019-20

2020-21 (up to 31 March)

Target

875

825 800

Result

839 Green tick icon

674 Green tick icon

607.67 Green tick icon

 

With changes to support services provided by the government, customers who have been on Job Seeker or Job Keeper payments are finding it hard to afford paying their bills. Although the debt level on entry is low, it is a clear reflection that “bill shock” or propensity to pay is changing even with lower debt values.

Our entry criteria is also being revised, making sure we are providing the right level of support to our customers who are wanting to be in the program.

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 (up to 31 March)

Target

81  

83  

83  

Result

89 Green tick icon

83 Green tick icon

85 Green tick icon


Overall Customer Satisfaction continues to perform above target, driven predominately by strong results customers who’ve engaged with our Customer Contact Centre at 91%.

Satisfaction with mySouthEastWater customer portal was slightly lower this year compared to last year driven by a drop when we made changes to upgrade our website, it has since improved.

Value for money rating (7 or above)

% of survey responses

2018-19

2019-20

2020-21 (up to 31 March)

Target

68    

69    

70   

Result

74 Green tick icon

74 Green tick icon

73 Green tick icon


Our customers tell us that they perceive significant Value-for-Money after engaging with our Faults and Emergencies teams and crews. Our customers have also told us through surveys that there’s strong Value-for-Money in our Contact Centre teams and service offering when they call us for help.

Customers have indicated that they would like some further Value-for-Money from our mySouthEastWater portal and how we manage Unplanned Water Supply Interruptions and we’re developing plans for improvements as a result.  

Customer complaints

Total complaints per 100 customers

2018-19

2019-20

2020-21 (up to 31 March)

Target

0.41

0.40

0.39

Result

0.32 Green tick icon

0.42 Amber line icon

0.43 Amber line icon



Our yearly complaints per customer result has been driven by the initial implementation of our broader complaint definition, for customer experience improvement. Through these newly captured complaints, we’re continuing our collection of data to use for improving customer experience.

Through our new complaint definition, we’ve been able to capture data to highlight issues that our customers find important such as the parks charge, affordability issues and customers affected by the water quality incident at Silvan Dam which contributed to 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 (up to 31 March)

Target

37,385    

38,049    

28,969   

Result

38,264 Amber line icon

32,007 Green tick icon

Annual KPI


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 significant sewer spills (dry weather)

Number of spills

2018-19

2019-20

2020-21 (up to 31 March)

Target

20    

20    

20    

Result

17 Green tick icon

14 Green tick icon

Green tick icon


There were four sewage spills reported to the EPA during quarter 3 and despite this, we are still well under the target. This is due to ongoing proactive maintenance and monitoring programs targeting high risk sewers in the network to avoid significant spills. 

Percentage of customers receiving recycled water

% of customers connected in designated areas

2018-19

2019-20

2020-21 (up to 31 March)

Target

46    

46    

65    

Result

44 Green tick icon

58 Green tick icon

59 Amber line icon


The necessary checks to switch properties over to recycled water recommenced in February 2021 after stalling due to COVID. Since then, significant progress has been made to switch over customers in Cranbourne West, Officer and Clyde North to recycled water. 

Our data systems are being updated to reflect these changes and by the end of the financial year we expect that the percentage of residential customers being supplied with recycled water will be around 66 per cent.

Recycled water used in designated areas

% of total water supplied in designated areas

2018-19

2019-20

2020-21 (up to 31 March)

Target

12   

14    

16  

Result

12 Green tick icon

13 Amber line icon

15.2 Amber line icon


The quarterly target hasn’t been achieved as there is a lag between having a property switched over to recycled water and the next quarterly meter reading. In addition, the wetter-than-normal summer/autumn rainfall from the La-Nina climatic conditions has reduced the need for garden watering, which is a large proportion of recycled water demand.

Learn more

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.

Help shape our plan for the future

Every five years, Melbourne’s water utilities present a plan for their services and prices to independent regulator, the Essential Services Commission. Every piece of feedback will help us shape our plan.