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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.


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