In 2019-20, we worked towards the customer commitments that you valued. Expand each section to learn more about how we performed:
Better tasting water
* Customer satisfaction with drinking water improved significantly this year, but remained below the 5-year average target. This improvement was supported by a reduction in water quality complaints and no non-compliance events.
These results represent positive outcomes from our Water Quality Improvement Program.
Affordable and responsive services
* Attendance times to bursts and leaks have remained consistent, despite changed working conditions due to COVID-19.
# Our Customer Service Team continued to answer calls in a timely manner despite working remotely due to an improved business telephony system.
+ Hardship support, government assistance and flexible payment options were a priority due to the changing financial circumstances of our customers.
Reliable water and wastewater services
* The introduction of CCTV remote camera sewer assessment in 2019-20 assisted in reducing the number of sewer main blockages compared to 2018-19.
A more sustainable community
|Number of community education engagements||27||23||23 #||> +22|
|Net Greenhouse Gas Emissions (CO2-e tonnes) produced||6,637||6,920||6,460 +||< 5,974|
|Effluent reuse (%)||21||23.5||14 *||> 25|
face-to-face engagements transitioned online, demonstrating the flexibility of our approach in this area.