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Our performance

In 2020-21, we worked towards the customer commitments that you valued. Expand each section to learn more about how we performed:

Output 2018-19 2019-20 2020-21 Target
2018-23
Customers (%) satisfied with drinking water via annual telephone survey 64 69 72* > 70 happy 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 0.22 0.08 0.95 < 0.22 Unhappy-face

* Customer satisfaction with drinking water improved significantly this year.
# There were no non-compliance events this year.
+ Taste and odour issues affecting some townships in December 2020 contributed to a higher number of complaints this year. Learnings will lead to operational improvements going forward.

Output 2018-19 2019-20 2020-21 Target
2018-23
Average time (minutes) to attend water bursts and leaks – priority 1 2 0 0 < 30 happy face
Average time (minutes) to attend water bursts and leaks – priority 2 40.4 30.6 34.71* < 35 happy face
Average time (minutes) to attend water bursts and leaks – priority 3 43.4 45.6 50.44 < 300 happy face
Telephone calls answered within 30 seconds (%) 97.3 97 97# > 97 happy face
Number of hardship grants approved 30 107 259+ > 25 happy face

* Attendance times to bursts and leaks have remained consistent throughout this year, providing customers with confidence that bursts and leaks will be responded to in a timely manner.
# Our Customer Service Team continued to answer calls in a timely manner despite remote working arrangements stemming from COVID-19 restrictions.
+ We increased hardship support arrangements in response to the changing financial circumstances of our customers. Funding was re-prioritised to hardship from debt recovery efforts.

Output 2018-19 2019-20 2020-21 Target
2018-23
Number of water supply interruptions – unplanned and planned per 100km 27.3 17.9 17.5# > 46 happy face
Number of sewer main blockages per 100km 6.1 3.8 5.4* < 4.1 happy face
Average total customer minutes off water supply – unplanned and planned 112.7 83.1 141.7# < 103 Unhappy-face
# The number of water supply interruptions remains low, and we expect this trend to continue with the new backup drinking water storage on Phillip Island.
* The number of sewer main blockages were higher than anticipated. Westernport Water cleared 8 blockages in June 2021, the highest monthly number on record.
+ Average total customer minutes off supply was higher than anticipated due to responsive air scouring in December 2020 that was undertaken after taste and odour issues were experienced by some customers. This resulted in interruptions to numerous townships.
Output 2018-19 2019-20 2020-21 Target
2018-23
Number of community education engagements 23 23 7# > +22 happy face
Net Greenhouse Gas Emissions (CO2-e tonnes) produced 6,920 6,460 6,704+ < 5,974 Straight face
Effluent reuse (%) 23.5 14 12* > 25 happy face
* Effluent reuse was much lower due to higher than average rainfall, and reduced opportunity for irrigation.
+ Greenhouse gas emissions increased in the second half of this year due to increased power consumption to meet higher than normal customer demand.
# Planned community events and face-to-face engagements were mostly cancelled or postponed due to ongoing restrictions.

Find more about Westernport Water’s achievements and upcoming projects in our 2020-21 Annual Watermark brochure.

Annual watermark brochure

Find more about Westernport Water’s achievements and upcoming projects in our 2019-20 Annual Watermark brochure.