Sustainability Indicators

 

Number of Customers Experiencing More Than Five Unplanned Water Supply Interruptions in a 12-month period

Where we would like to be:
In our Water Plan we committed to providing a service standard of zero to 250 customers experiencing more than five unplanned water supply interruptions in a 12-month period. From July 2005, this measure became a Guaranteed Service Level, meaning that we will pay customers $25 each time they experience more than five unplanned interruptions to their water supply in a 12-month period.

Where we are:

Number of customers experiencing more than five unplanned water supply interruptions in 12-month period.	30 June 2003	30 June 2004	30 June 2005	30 June 2006
Total customers	410	378	19	0
Target	0	0	0-250	0-250
Total GSL payments made	n/a	n/a	n/a	$3,725

Results:
During 2005-06 149 customers experienced more than five unplanned water supply interruptions. However, we report on a rolling 12-month figure which means that at 30 June 2006 we had no customers with more than five interruptions recorded.

The number of customers receiving more than five interruptions to their water supply has continued to fall.  This has been due to an overall reduction in the number of interruptions, an increased focus on reducing disruptions to customers and an increase in main replacements compared to 3-4 years ago.

Where we are headed:
We aim to keep these customer service levels at the same high level by continuing to focus on water main renewals, monitoring interruption levels and quick responses to customer issues.

 

Average Duration of Unplanned Water Supply Interruptions

Where we would like to be:
In our Water Plan we committed to restoring unplanned water supply interruptions within 106 minutes.  From 1 July 2005 we are also committed to a Guaranteed Service Level of restoring unplanned water supply interruptions within five hours (300 minutes) of notification. This means that we will pay affected customers $25 each time we do not meet this Guaranteed Service Level.

Where we are:

Average duration of unplanned water supply interruptions (in minutes)	2002-03	2003-04	2004-05	2005-06
Actual	108	106	105	96
Target	n/a	n/a	107	106
Total GSL payments made	n/a	n/a	n/a	$7,100

Results:
This result was achieved through an emphasis on minimising the duration of water supply interruptions, which involved additional efforts to locate and repair interruptions quickly.

Where we are headed:
We aim to maintain our focus on minimising the duration of interruptions and will continue to monitor activity levels to ensure the appropriate level of resources are available to rectify main failures.

 

Compliance with Drinking Water Quality Standards for all Localities

Where we would like to be:
We are committed to the current Victorian standard that not less than 98% of tests show the absence of E.coli.

Our water quality policy commits our business to comply with regulatory requirements, to be at the forefront of water quality innovations and to contribute to water quality research programs.

Where we are:

Compliance with drinking water quality standards	2002-03	2003-04	2004-05	2005-06
Actual	100%	100%	100%	100%
Target	98%	98%	98%	98%

Results:
Since July 2004, we have operated under the Safe Drinking Water Act 2003, which includes Safe Drinking Water Regulations. As part of these regulations, we have reported against seven standards relating to microbiological organisms, chlorine-based chemicals, aluminium and turbidity. In 2005–06, the quality of our drinking water fully complied with these standards in all localities.

Where we are headed:
We achieved compliance with drinking water quality standards for 2005-06 and plan to continue this high level of performance in the future.