In 2020-21, 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.
# 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.
Affordable and responsive services
* 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.
Reliable water and wastewater services
* 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.
A more sustainable community
|Number of community education engagements||23||23||7#||> +22|
|Net Greenhouse Gas Emissions (CO2-e tonnes) produced||6,920||6,460||6,704+||< 5,974|
|Effluent reuse (%)||23.5||14||12*||> 25|
+ 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.