Did you know?
We manage 4,217 kilometres of water mains.
Sustainability Indicator:
Response to our customers
Commitment:
To deliver a standard of service, as set by the Essential Services Commission, to our customers when they contact us either by telephone or by correspondence (email, fax or letter).
How we’ve performed:
Account enquiry calls answered within 30 seconds:
|
2005-2006 |
2006-2007 |
2007-2008 |
| Actual | 78.87% |
65.32% |
79.4% |
| Target | 78.3% |
79.3% |
80% |
Service fault calls answered within 30 seconds:
|
2005-2006 |
2006-2007 |
2007-2008 |
| Actual | 92.17% |
93.65% |
93.67% |
| Target | 89% |
90% |
90% |
Correspondence responded to within 10 days:
|
2005-2006 |
2006-2007 |
2007-2008 |
| Actual | 100% |
100% |
100% |
| Target | 100% |
100% |
100% |
Complaints to the Energy and Water Ombudsman of Victoria (EWOV) per 1000 customers:
|
2005-2006 |
2006-2007 |
2007-2008 |
| Actual | 0.39 |
0.61 |
0.72 |
| Target | 0.41 |
0.41 |
0.42 |
Looking ahead:
We will continue to work to meet the ESC targets and to reduce complaints to our business by improving turnaround times of enquiries and by implementing more efficient systems throughout our operations.