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Our performance

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

Output 2017-18 2018-19 2019-20 Target
2018-23
Customers (%) satisfied with drinking water via annual telephone survey 73 64 69* > 70 Straight face
Number of Safe Drinking Water Act non-compliances (water sampling and audit) 0 0 0 0 happy face
Number of water quality complaints per 100 customers 0.18 0.22 0.08 < 0.22 happy face

* 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

Output 2017-18 2018-19 2019-20 Target
2018-23
Average time (minutes) to attend water bursts and leaks – priority 1 16.5 2 0 < 30 happy face
Average time (minutes) to attend water bursts and leaks – priority 2 31 40.4* 30.6* < 35 happy face
Average time (minutes) to attend water bursts and leaks – priority 3 235.2 43.4 45.6 < 300 happy face
Telephone calls answered within 30 seconds (%) 98 97.3 97# > 97 happy face
Number of hardship grants approved 58 30 107+ > 25 happy face

* 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

Output 2017-18 2018-19 2019-20 Target
2018-23
Number of water supply interruptions – unplanned and planned per 100km 40.1 27.3 17.9# > 46 happy face
Number of sewer main blockages per 100km 6.0 6.1* 3.8* < 4.1 happy face
Average total customer minutes off water supply – unplanned and planned 126.4 112.7 83.1# < 103 happy face
# Customers have incurred fewer water supply interruptions and reduced total customer minutes off water supply due to the provision of a temporary water supply during planned and unplanned interruptions.
* 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

Output 2017-18 2018-19 2019-20 Target
2018-23
Number of community education engagements 27 23 23 # > +22 happy face
Net Greenhouse Gas Emissions (CO2-e tonnes) produced 6,637 6,920 6,460 + < 5,974 Straight face
Effluent reuse (%) 21 23.5 14 * > 25 happy face
# Education engagement targets were met, despite many planned events and engagements being cancelled or postponed due to COVID-19 restrictions. Traditional
face-to-face engagements transitioned online, demonstrating the flexibility of our approach in this area.
+ Reduction in GHG emissions due to reduced electricity consumption at water treatment plant, optimising use of the aerator within Candowie Reservoir and reduced waste disposal. However, fugitive emissions from wastewater treatment increased by 10% due to an increase in storm-water inflow.
* Effluent reuse targets were not met due to a significant increase in inflows to our wastewater treatment plants and a dramatically reduced irrigation demand due to above average summer rainfall.

Annual watermark brochure

Find more about Westernport Water’s achievements and upcoming projects in our Annual Watermark brochure.