We recently asked our customers what you value, and what expectations we should be aiming to meet. You provided us with some valuable insights into the service levels that you expect. You told us that you want to be able to hold us to account.
We listened. And we’re taking action.
To demonstrate our commitment to our customers we've introduced guarantees for the services you said were important. If we fail to meet one of our guarantees, we’ll be penalised. Depending on the guarantee, a failure on our part will lead to us providing a credit or making a payment to the affected customers, or making a community donation.
While these guarantees don’t cover every element of our service, we have developed at least one guarantee for each customer value so that you can hold us accountable.
Service standards
You can expect water and sewerage services that meet the standards summarised below.
| Water service standards | Targets |
| Maximum number of unplanned water supply interruptions a customer may experience in any 12-month period |
5 |
| Average time taken to attend bursts and leaks (Priority 1) | 35 mins |
| Average time taken to attend bursts and leaks (Priority 2) | 90 mins |
| Average time taken to attend bursts and leaks (Priority 3) | 1500 mins |
| Average duration of unplanned water supply interruptions | 90 mins |
| Average duration of planned water supply interruptions | 150 mins |
| Minimum water pressure or flow rate a customer should receive (kPa or L/min) | 137.3 kPA (14km) |
| Sewerage service standards | Targets |
| Average time taken to attend sewer spills and blockages | 40 mins |
| Average time to rectify a sewer blockage | 95 mins |
| Maximum time taken to contain a sewer spill | 300 mins |
| Maximum number of sewer blockages a customer may experience in any 12-month period |
3 |
| Minimum flow rates | Targets | ||||
| Diameter of the property service pipe (mm) | 20 | 25 | 32 | 40 | 50 |
| Minimum flow rates (litres per minute) | 20 | 35 | 60 | 90 | 160 |
For more information on our Guaranteed service levels, read our Customer Charter.