Our performance
How we're tracking against the commitments we've made to you.
We’re committed to delivering healthy water for life for our customers, community and environment, now and into the future.
To help us do that, we make 5-yearly commitments and set targets to measure our progress.
Our customers helped shape our commitments for 2023–28. From our priority activities, through to our prices and services, what you told us about what matters most to you helped shape our future.
We report back 6-monthly to let you (and our regulator, the Essential Services Commission) know how we’re tracking against these.
Performance snapshot
81.25%
The percentage of our outcome measures (13 out of 16) for which we achieved target at the end of the first year of the 2023–28 regulatory period.
Of the remaining 3, we're confident that at least 2 will recover and we'll achieve the overall target for 2023–28.
- Through our digital network, we’re alerting customers to possible leaks at their property at rates higher than we initially forecast. We believe this will only increase as our rollout of digital meters accelerates across the 2023–28 regulatory period.
- The level of our payment assistance and financial support has reached record highs. We have plans in place to better understand from customers the barriers stopping those with outstanding bills from using our support options.
- We’ve outperformed the target we set for our new combined service disruptions .
- While extreme weather events in summer 2024 and third-party damage have caused sewer spills, putting pressure on our network, our overall water quality hasn’t been compromised.
- Over the coming year, we’ll expand the type of customer interactions that we capture feedback from to help improve our systems and services.
Digital meters saving water and money
Since our digital meter rollout began, we've alerted over 14,200 customers to leaks on their property.
One of the largest of its kind in the country, the rollout has saved more than 1.25 billion litres of drinking water that may have been lost had the leaks gone undetected - and customers have saved over $5.2 million.
Reaching out to those who need our help
In a time of cost-of-living challenges, we continue to proactively support customers and communities.
That includes supporting not-for-profit organisations across Melbourne's south-east to save water and reduce their bills through the Community Housing Retrofit program.
Recycled water scheme improves water security
We're working with our partners to help secure Victoria's future water supply, with early works underway on the Dingley Recycled Water Scheme.
The scheme will bring an extra 1.8 gigalitres of recycled water to 40 sites across 4 local government authorities, including local businesses, sports facilities and parks.
Renewals promote reliability and liveability
So we can deliver high-quality, reliable services now and into the future, we're focussed on the renewal of ageing water and sewer mains. That includes in some of the busiest roads in our service area.
Like our $4 million upgrade of the 1920s-built water main along Chapel Street to support the bustling South Yarra community.
Performance against our targets (1 July 2023 to 30 June 2024)
Get the basics right, always
You told us you want to be better informed about disruptions, including improved visibility of leaks on your premises and timely warnings when there are wider network disruptions.
Meet safe drinking water standards
Number of non-compliances to the Safe Drinking Water Act (sampling and water audit)
|
Target |
Result |
1 July 2023 to 30 June 2024 |
0 |
0 |
- We’re proud we continued to deliver safe, high-quality drinking water to our customers in this first year of our regulatory period.
- Our positive results have been driven by our chlorination strategy, which makes sure the water in our storages and networks remains safe. As part of this, we’re improving our water quality database to make it easier to review results and take action when needed. We’ve also continued our solid program of maintenance and testing.
Multiple unplanned disruptions water, sewer and water quality
Customers experiencing more than 5 unplanned disruptions in a rolling 12-month period
|
Target |
Result |
1 July 2023 to 30 June 2024 |
<450 |
184 |
- We’re pleased we achieved a result well under target for the first year of our new combined disruptions measure.
- Due to wet conditions over summer, we experienced very low numbers of bursts and leaks across our network.
- Our positive results are also due to our proactive renewals of water and sewer mains, which see us continue to target assets in poor condition and with a history of multiple failures before they impact customers or the environment.
Water saved through digital detection of network leaks
Volumes in megalitres (from network leaks)
|
Target |
Result |
1 July 2023 to 30 June 2024 |
0 |
140 |
- Approximately 80 network leaks were detected through our digital sensors over the year.
- These helped us finalise the methodology used to quantify and report the volume of water saved through early leak detection.
Warn me, inform me
You told us it’s critical that the services we provide are safe and reliable. It’s important that we maintain and improve our current high levels of service and continue our innovative approach.
Customer savings through repair of property leaks detected by digital meters
Dollars in millions
|
Target |
Result |
1 July 2023 to 30 June 2024 |
$1.1 |
$2.9 |
- We’re proud that by alerting our customers early of continuous flows detected by our digital meters, they’ve saved significantly more off their bills than initially forecast, through the timely repair of leaks.
Customers notified of unplanned water supply disruptions
As a percentage of total customers affected
|
Target |
Result |
1 July 2023 to 30 June 2024 |
72% |
79% |
- We’re pleased that we achieved target in this area.
- We now collect new customers’ details / those who have changed address via the notice of sale process. It’s an example of how we’re continually expanding ways to capture customers’ details. .
Water knowledge of South East Water customers
Overall percentage based on 9 or more correct responses to 11 water literacy statements
|
Target |
Result |
1 July 2023 to 30 June 2024 |
29% |
35% |
- In May we completed our first water literacy survey with 400 respondents directly within our service area. This covered a representative sample of gender, age, household composition, occupancy and income.
- We collected responses against 11 water literacy statements, with those correctly answering 9 or more deemed to have ‘high’ literacy. Those with 6-8 correct answers deemed ‘medium’ and 5 or fewer correct, ‘low’ literacy.
Fair and affordable for all
As a provider of essential services, you expect those services and charges to be fair and affordable for everyone. You want us to continue to provide support for those in need, and to tailor this support as circumstances change.
Roll out of digital water meters
Percentage of existing properties upgraded
|
Target |
Result |
1 July 2023 to 30 June 2024 |
17% |
10.6% |
- Our leading digital meter rollout has so far empowered close to 100,000 customers to save water and money, exceeding anticipated benefits to customers in the first year (see: 'Water saved through digital leak detection' measure)
- Decisions made in 2023, to delay the start of the large volume digital meter rollout and minimise cost impact to customers in the first 2 years of the regulatory period, mean that we’re behind the original schedule.
- We remain confident we’ll achieve the 2028 target, through an increased installation program due to start towards the second half of 2024–25.
Numbers of customers supported
Customers receiving financial or payment assistance
|
Target |
Result |
1 July 2023 to 30 June 2024 |
10,000 |
18,245 |
- In a time of increased cost-of-living pressures for some of our customers, we’re pleased that our continued support of those experiencing hardship or payment difficulties has driven a significant increase in those receiving financial or payment assistance in the past year - up by 104% from 2022–23.
Customers with outstanding bills who have received financial or payment assistance
Percentage of customers with arrears older than 90 days who have received support
|
Target |
Result |
1 July 2023 to 30 June 2024 |
47% |
31% |
- There's been a reduced incentive for some customers to engage with financial or payment assistance during a pause in debt recovery throughout 2023–24
- In line with our Debt and Vulnerability Strategy, we're focussing efforts on active engagement with customers, outlining support offerings and encouraging customers to take up support.
- We expect to see the number of customers activating support to increase over the coming months, with debt recovery activity resuming from 1 July 2024.
Make my experience better
You want an easier experience when dealing with us and, whether by digital or traditional means, one that allows you choice.
Total inbound customer contacts
Calls, portal, web and email enquiries per 100 customers
|
Target |
Result |
1 July 2023 to 30 June 2024 |
63 |
62 |
- Overall, we’ve seen a slight reduction of inbound contacts and an increase in first contact resolution.
- We continue to introduce new ways for customers to complete transactions quickly and easily via online channels, avoiding the need to contact us directly. Examples include the uplift of our corporate website and a refreshed and improved experience via our mobile app.
- This supports our customers' preference for online and self-service channels.
Customer satisfaction with South East Water
Overall satisfaction based on scores of 7 and above in post interaction customer surveys
|
Target |
Result |
1 July 2023 to 30 June 2024 |
68% |
85% |
- Our high customer satisfaction for the first year represents a a 3% increase when compared to the same time last year.
- This highlights the positive impact our support and outreach programs are having on our customers' experience.
- Over the coming year, we’ll expand the type of customer interactions that we capture feedback from. This will help improve our systems and services (which was behind the reduction in overall targets for 2023–28).
Billing and prices enquiries received
Requests for information relating to billing or pricing matters per 100 customers
|
Target |
Result |
1 July 2023 to 30 June 2024 |
6.8 |
5.5 |
- The result is more favorable than expected, with an overall decrease in enquiries received.
- This may be due to billing changes and the smoothing of annual charges across quarterly bills, as well as a wetter start to summer, resulting in fewer customers experiencing high usage that leads to bill shock
Support my community, protect our environment
You trust us to ensure long-term water security, minimise our impact on the environment and support our community.
Community trust in South East Water
Overall trust based on scores of 7 and above from Brandtracker surveys
|
Target |
Result |
1 July 2023 to 30 June 2024 |
68% |
77% |
Our community trust is ranked high and well above target, which likely shows the impact of our community strategy in action. This includes:
- our award-winning Community Grants program
- our ability to draw upon our strong relationships with local government and community partners, promoting openness and reducing impact in the event of a sewer spill.
Net greenhouse gas emissions (tCO2e)
Net position determined including offsets purchased based on the NGERS reporting framework
|
Target |
Result |
1 July 2023 to 30 June 2024 |
28,439 |
21,042 |
- Our interim net greenhouse gas emissions indicate we’ll achieve well below our 2023–24 target and remain on track to reach our stretch target of net zero emissions by 2028 (as captured in our 2028 corporate strategy).
- We’re also working to more accurately monitor and reduce emission hotspots from our operations and increase our generation of renewable energy.
Number of reportable dry weather sewer spills
Spills occurring in our sewerage network during dry weather that are required to be reported to the EPA
|
Target |
Result |
1 July 2023 to 30 June 2024 |
15 |
24 |
- The number of dry weather sewer spills is higher than expected for the year.
- Six of the 24 spills have resulted from causes outside our control, including third-party damage to our network and power outages due to extreme weather.
- We continue to explore ways to best use smart devices to proactively detect sewer blockages and prevent spills.
Alternative water supplied to all customers
Recycled, stormwater and other IWM sources of non-potable water provided to customers as a percentage of total water supplied
|
Target |
Result |
1 July 2023 to 30 June 2024 |
4.5% |
4.7% |
- Wet and cooler-than-expected weather conditions in early summer had an impact on the demand for alternative water for use in agriculture.
- While alternative water forecasts weren’t realised for the year, the total volume of water provided to customers was also significantly lower. This resulted in the positive result and a higher percentage of alternative water.