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About Council

Learn more about the Hinchinbrook Shire Council

Citizenship Ceremonies

Hinchinbrook Shire Council Citizenship Ceremonies

Events Calendar

A place where you can find and share events that are happening in the Hinchinbrook community.


Customer Service Standard

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.