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.