Guaranteed Service Levels 2023-2028
| Approved service level obligation | Approved payment ($) | No. 2023/24 |
|---|---|---|
| Subject to exclusions, if there are more than two unplanned interruptions to the service supplying water to the customer’s property in any 12-month period | 100 | 39 |
| Subject to exclusions, if there is a sewage spill in a customer’s house | 500 | 7 |
| Subject to exclusions, if there is a sewage spill on a customer’s property | 100 | 49 |
| If Wannon Water restricts the water supply of, or takes legal action 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 |
Customer service performance indicators 2023-2028
Our Key Performance Indicators and targets for the five-year period from July 2023 to June 2028 have been approved by the ESC and are included in our Customer Charter.
| Service Standard | Annual target | Actual to Sep 2024 |
|---|---|---|
| Unplanned water supply interruptions (per 100km) | 9.2 | 7.5 |
| Average time taken to attend bursts and leaks – priority 1 (minutes) | 21 | Nil reported |
| Average time taken to attend bursts and leaks -priority 2 (minutes) | 30 | 15 |
| Average time taken to attend bursts and leaks – priority 3 (minutes) | 85 | 130 |
| Unplanned water supply interruptions restored within five hours (per cent) | 98% | 84.2% |
| Planned water supply interruptions restored within five hours (per cent) | 96% | 100% |
| Average unplanned customer minutes off water supply (minutes) | 5.0 | 11.37 |
| Average planned customer minutes off water supply (minutes) | 2.0 | 4.99 |
| Average unplanned frequency of water supply interruptions (number) | 0.060 | 0.06 |
| Average planned frequency of water supply interruptions (number) | 0.02 | 0.030 |
| Average duration of unplanned water supply interruptions (minutes) | 80 | 175 |
| Average duration of planned water supply interruptions (minutes) | 135 | 172 |
| Number of customers experiencing more than five unplanned water supply interruptions in the year (number) | 0 | 0 |
| Unaccounted for water (per cent) | 14% | 0% |
| Service standard | Annual target | Actual to Sep 2024 |
|---|---|---|
| Sewage blockages (per 100km) | 30 | 19 |
| Average time to attend sewer blockage/spill (minutes) | 35 | 63 |
| Average time to rectify a sewer blockage/spill (minutes) | 117 | 253 |
| Spills contained within five hours (per cent) | 99% | 91.3% |
| Customers receiving more than three blockages in the year (number) | 0 | 0 |
| Service standard | Annual target | Actual to Sep 2024 |
|---|---|---|
| Complaints to EWOV (per 1000 customers) | 1.20 | 0.02 |
| Telephone calls answered within 30 seconds (per cent) | 96% | 97.8% |
Customer Outcomes Report
See how we're performing against our six customer outcomes.
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