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Our performance

In 2018-19, we worked towards the customer commitments that you valued. Expand each section to learn more about how we performed:

Better tasting water

Output 2017-18 2018-19 Target
2018-23
Customers (%) satisfied with drinking water via annual telephone survey 73 64* > 70 Unhappy-face
Number of Safe Drinking Water Act non-compliances (water sampling and audit) 0 0 0 happy face
Number of water quality complaints per 100 customers 0.18 0.22 < 0.22 happy face

* Customer satisfaction was below target which may be due to the increase in holiday home owners participating in the annual survey. This market segment is historically less satisfied with our drinking water.

Affordable and responsive services

Output 2017-18 2018-19 Target
2018-23
Average time (minutes) to attend water bursts and leaks – priority 1 16.5 2 < 30 happy face
Average time (minutes) to attend water bursts and leaks – priority 2 31 40.4* < 35 happy face
Average time (minutes) to attend water bursts and leaks – priority 3 235.2 43.4 < 300 Unhappy-face
Telephone calls answered within 30 seconds (%) 98 97.3 > 97 happy face
Number of hardship grants approved 58 30 > 25 happy face

* Dryer conditions led to an increase in bursts and leaks which contributed to a longer than anticipated response time.

Reliable water and wastewater services

Output 2017-18 2018-19 Target
2018-23
Number of water supply interruptions – unplanned and planned per 100km 40.1 27.3 > 46 happy face
Number of sewer main blockages per 100km 6.0 6.1* < 4.1 Unhappy-face
Average total customer minutes off water supply – unplanned and planned 126.4 112.7 < 103 Unhappy-face

A more sustainable community

Output 2017-18 2018-19 Target
2018-23
Number of community education engagements 27 23 > +22 happy face
Output 2017-18 2018-19 Target
2022-23
Net Greenhouse Gas Emissions (CO2-e tonnes) produced 6,637 6,920 < 5,974 Unhappy-face
Effluent reuse (%) 21 23.5 > 25 happy face

Find more about Westernport Water’s achievements and upcoming projects in this brochure.