Guaranteed Service Levels

City West Water is committed to providing Guaranteed Service Levels (GSLs) to ensure that we meet a range of service levels for all our residential customers.

A GSL is a minimum level of service that a customer can expect to receive from City West Water. When these predetermined service levels are not met, affected customers receive a rebate on their City West Water bill. At the moment, City West Water's GSLs are only available to residential customers. GSLs for non-residential customers will be considered in future years.

Detailed below are the Guaranteed Service Levels provided by City West Water and the rebate paid to affected customers if these are not met.

 

Guaranteed Service Level	GSL Rebate if Service Levels Are Not Achieved
No more than five unplanned water interuptions in a 12 month period.	$50 for each interruption in excess of five.
No more than three sewerage service interruptions in a 12 month period.	$50 for each interruption in excess of three.
Unplanned water supply interruptions to be restored within five hours.	$50 for each interruption longer than five hours.
Interruptions to sewerage services to be restored within five hours.	$50 for each interruption longer than five hours.
Sewer spills to be contained within five hours.	$1000 for each spill not contained within five hours.
Sewer spills within a house, that are a result of failure in our pipes, to be contained within one hour of notification.	$1000 for each sewer spill that is not contained within one hour of notification (in-kind services to assist with clean-up, accommodation, etc. are in addition).