Service standards

We are committed to delivering reliable, transparent and responsive water and sewerage services for the community. 

Our Customer Service Standard sets out the level of service you can expect and how we manage, monitor, and improve our performance.  

How we measure performance

Each year, we publish a performance report to show our how water and sewerage services are performing.  

We track key indicators that measure: 

  • Reliability and continuity of water supply 

  • Capacity and performance of infrastructure 

  • Affordability and long-term financial sustainability 

  • Workforce capability 

  • Customer service and responsiveness 

The annual report includes: 

  • Results against required performance indicators 

  • Progress against our service targets  

  • Outcomes of any audits, where applicable 

  • Actions we have taken to improve services 

Customer Service Standard

Our Customer Service Standard outlines: 

  • Service level targets 

  • How to apply for water and sewer connections 

  • Billing, metering and account management 

  • How we consult with the community  

  • How we handle enquires, complaints and disputes  

This helps you understand what to expect from us and how we’ll support you if issues arise.  

Service interruptions and notifications 

From time to time, unplanned or planned interruptions may occur due to maintenance, upgrades or emergency repairs. 

Where possible, we’ll provide advance notice of planned works. You can stay up-to-date through: 

  • The Latest News section on our website 

 

Access the Customer Service Standard 

You can view and download the Customer Service Standard for Water and Sewerage Services and related reports using the link below. 

Water and Sewerage Customer Service Standard

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