How we're tracking
2021-22 overall result
As another financial year comes to an end we are proud to once again achieve an overall GREEN rating across our customer outcomes. This rating consists of three outcomes achieving target and two falling outside but within the tolerance bands set at the start of the 2018-19 year. Whilst our aim is for all five outcomes to achieve a green rating there were significant impacts as a result of the COVID-19 pandemic that were not foreseeable and made the delivery of some programs and services difficult over the past two years, along with a far more variable climate delivering extreme weather events that put additional strain on our network.
Our operating cost per property metric is just outside target for the year in isolation however remains under from a cumulative perspective across the four years to-date of the current regulatory period. This year is also forecast to be slightly over target in isolation but we are forecasting to meet the five year commitment from a cumulative perspective at years end.
Our customer satisfaction at 82% is below target however remains a positive result overall with us also being announced by the ESC as the top Victorian Water Retailer in their customer perception surveys. Since the targets were set back in 2018 we have expanded our surveys across additional channels and have adjusted the rating of a ‘positive’ interaction up from scores of 6 to 7 and above out of 10.
We’ve continued our strong performance in supporting customers through difficult times with both associated support targets achieved. This included maintaining a strong focus on providing extra support to those who needed it most with the ongoing impact of the coronavirus (COVID-19) pandemic.
Our total complaints per 100 result was 0.57 and remained outside our target of 0.38. As mentioned previously, this isn’t unexpected nor taken in a negative sense because of the change to the definition and consistent capture across our organisation. The change allows for pain point identification and rectification, essentially driving an increased level of serve and satisfaction moving forward.
Despite the result for both number of properties connected to recycled water and the volume of water used falling outside target for the year we’ve made significant progress towards the end of the year as a result of the coronavirus (COVID-19) related restrictions being lifted. Both measures increased year-on-year more than originally targeted for the 2021-22 year however do remain slightly behind target. We believe both will continue to perform strongly and expect to meet the target this year providing no further coronavirus (COVID-19) impacts play out.
|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||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.|
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 three measures have achieved target with the remaining one comfortably within the tolerance band.
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 measures are within target and one just outside target but within tolerance band.
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 target but within the acceptable range, and the third outside target due to a change in our complaint management framework and reporting.
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 outside the target for 2021-22.