Key Performance Indicators


Customer service performance indicators 2013-2018

Wannon Water's Key Performance Indicators (KPIs) and targets for the 5-year period from July 2013 to June 2018 have been approved by the Essential Service Commission (ESC) and are included in Wannon Water's Customer Charter.
 

Service Standard 

Annual Target 

Actual to September 2017

Water

   
Unplanned water supply interruptions (per 100km) 

 9.2

1.16

Average time taken to attend bursts and leaks (priority 1) 

 21

0

Average time taken to attend bursts and leaks (priority 2) 

 30

16

Average time taken to attend bursts and leaks (priority 3) 

 85

37

Unplanned water supply interruptions restored within 5 hours (per cent) 

 98%

 100%

Planned water supply interruptions restored within 5 hours (per cent) 

 96%

 100%

Average unplanned customer minutes off water supply (minutes) 

 5.0

0.57

Average planned customer minutes off water supply (minutes) 

 2.0

0.51

Average unplanned frequency of water supply interruptions (number) 

 0.06

 0.008

Average planned frequency of water supply interruptions (number) 

 0.020

 0.003

Average duration of unplanned water supply interruptions (minutes) 

 80

67

Average duration of planned water supply interruptions (minutes) 

 135 

151

Number of customers experiencing more than 5 unplanned water supply interruptions
in the year (number) 

 0

 0

Unaccounted for water (per cent) 

 14.0%

0%

Sewerage 

   
Sewerage blockages (per 100km) 

 12

8

Average time to attend sewer blockage/spill (minutes) 

 40

24

Average time to rectify a sewer blockage/spill (minutes) 

101

144

Spills contained within 5 hours (per cent) 

 99% 

100%

Customers receiving more than 3 blockages in the year (number) 

 0

1

Customer Service 

   
Complaints to EWOV (per 1000 customers) 

 1.20 

0.10

Telephone calls answered within 30 seconds (per cent) 

 96.0% 

 98.2%

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Guaranteed Service Levels 2013-2018

Approved service level obligation 

Approved payment ($) 

No. from July 2016 to June 2017

No more than 5 unplanned water interruptions within any 12 month period

 50

 0

Sewage spills within a house not contained within one hour of notification

 500

 0

Restriction or legal action taken against a residential customer prior to taking reasonable endeavours to contact the customer and provide information about help that is available
if the customer is experiencing difficulties paying

 300

 0

 

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