How we're tracking
Overall the 2020-21 year, self-assessed as ‘on track’, was a positive one given the coronavirus pandemic and the ongoing impacts on both our business and customers. This year shows three of our five customer outcomes awarded an amber status (on track), two greater than 2019-20, with the remaining two green on the back of meeting all targets.
Getting the basics right and continuing to improve our notifications to customers around service interruptions were a strong focus and underpin continued strong performance in these outcomes. We recorded our first drinking water non-compliance this year on the back of an event in Koo Wee Rup where, although unlikely there was an impact on public health, we decided to issue a boil water advisory as a precaution to ensure the safety of our customers in the area. On the back of continued improvement around our notification of supply interruptions to customers we are looking to raise the bar again this year and will include all affected customers in the calculation, not just those who have provided us contact details. These advanced notifications remain a top priority for customers and this will ensure we continue to look for new and improved ways to communicate with the community which will in turn help increase satisfaction and trust.
Our complaints per 100 customers metric has fallen outside the tolerance band for the first time and has therefore been rated as not met. This is an expected result based on the recent introduction of our complaints framework that has redefined how we capture, treat and report customer enquiries and feedback. This is in line with recent industry movements towards increased capture of complaints presenting greater opportunities for businesses to improve their services and has been championed by Water Services Association of Australia (WSAA). Despite this our customer satisfaction rating continues to increase and remains above target, noting that we increased the score deemed positive back in 2019-20 from six out of ten to seven, but held our targets firm.
Total CO2 emissions received its’ first not met rating this year although we believe that the reason will also be the solution and that we remain on track to meet our greenhouse gas emission targets moving forward. Delays associated with a variety of solar projects were a large contributor but these are now operational and will help to meet our future targets. We have also entered a large-scale generation certificates (LGC) contract to procure renewable energy in the grid from a local windfarm.
Construction of all strategic recycled water connections was impacted by the coronavirus pandemic last year which also lead to us not meeting our planned percentage of recycled water usage in designated areas. A cooler, wetter climate coupled with an increase in residential demand as a result of working and schooling from home was also a significant factor here as recycled water is predominately used outdoors and in the garden but not in cooking, drinking or bathing areas. We remain confident that this metric will meet target moving forward with fewer, shorter restrictions and a return of many workers to their primary workplace progressively over the year.
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 as two of the four target measures have been met with the remaining two missed but within the tolerance level.
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.
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 two out of the three targets have exceeded the target with the third just outside and within the tolerance band.
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 2020-21 result is preliminary and pending final audit sign off and submission of regulatory accounts in October 2021.
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.
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 as two of four measures have fallen outside the tolerance bands, one is within tolerance but below target and only one favourable against target.