Drinking water and sewerage service providers are required by the Queensland Department of Energy and Water Supply to prepare an annual report on key performance indicators (KPI's) - a 'performance report'.
Purpose of Performance Reports
The KPI's are designed to monitor and benchmark performance on common industry metrics including:
- water security
- capacity to ensure continuity of supply
- affordability
- financial sustainability
- industry and workforce capability
- quality of service provided to customers.
Content of Performance Reports
The performance report will:
- be about the service provider's performance against the KPI's stated in the notice from the regulator
- include the data for each KPI in the format stated in the notice
- for the customer service standard KPI's, detail the target levels of service set in a customer service standard
- include, if applicable:
- a summary of any findings or recommendations in a performance audit report for the financial year
- a report on the implementation of an improvement plan
- a report about any actions the service provider took because of a regular direction.
Under the Water Supply (Safety and Reliability) Act 2008, Hinchinbrook Shire Council must implement a Customer Service Standard for Water and Sewerage Services that includes:
- targets for the level of service
- the process for service connections, billing, metering, accounting, customer consultation, complaints and dispute resolution.
A copy of Hinchinbrook Shire Council's Customer Service Standard for Water and Sewerage Services can be downloaded below.