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Service Standards

Our service standards form part of our Customer Charter. They have been developed in consultation with customers and reflect what customers expect of us.

The service standards have been approved by the Essential Services Commission and cover the period from 1 July 2018 to 20 June 2020. They factor in our performance over the preceding five years and our changing work environment brought about by population growth and climate change. 

Water supply

Unplanned water supply interruptions

Unplanned interruptions are leaks or bursts in the water supply network. They are categorised as Priority 1, 2 or 3 according to the following definitions. The priority level is determined by staff based on the information provided by the person who advised of the incident as well as what is found on site.

  • Priority 1 – a leak or burst which causes, or has potential to cause, substantial damage or harm to customers, water quality, flow rate, property or the environment.
  • Priority 2 – a burst or leak which causes, or has the potential to cause, minor damage or harm to customers, water quality, flow rate, property or the environment.
  • Priority 3 – a burst or leak which is causing no discernible impacts on customers, property or the environment.
Unplanned water supply interruptions  Service standard 
Water supply interruptions for 100km of water mains  12
Customer minutes off water supply (average) 14.1 minutes
Water supply interruptions restored within 5 hours 98.3%
Frequency of water supply interruptions (average) 0.11 (once in 9 years)
Duration of water supply interruptions (average) 2 hours, 6 minutes
Time taken to attend bursts and leaks (Priority 1) (average) 30 minutes
Time taken to attend bursts and leaks (Priority 2) (average)              60 minutes
Time taken to attend bursts and leaks (Priority 3) (average) 24 hours
Customers experiencing more than five interruptions in a year 0

 

Planned water supply interruptions

Planned interruptions are those occasions when Western Water needs to turn off the water supply to undertake necessary maintenance or other activities. 

Planned water supply interruptions Service standard
Water supply interruptions restored within five hours 99%
Customer minutes off water supply (average) 45 minutes
Frequency of water supply interruptions (average) 0.10 (once in 10 years)
Duration of planned water supply interruptions (average) 4 hours

 

Water pressure

Water pressure is the rate at which water flows from the water main to your property. It can vary depending on the location of your property and where it is in relation to Western Water’s storage tanks. Find out more.

Water pressure Service standard
Minimum flow rate (95% of the time) - 20mm service  20L/minute
Minimum flow rate (95% of the time) - 25mm service 35L/minute

 

Water losses

Water losses refer to how much of the water we supply is not used by customers. It may be lost through evaporation, bursts and leaks, unmetered community use (e.g. firefighting) or illegal tapping of the water mains. 

Water losses Service standard
Unaccounted for water (water losses) 9.2%

 

Sewerage service

Western Water’s focus is on preventative maintenance for the sewerage system. Nonetheless, unplanned blockages and spills can occur. When they do, our service standards aim to minimise impacts to customers and the environment.

Sewerage service Service standard
Sewerage blockages per 100km of main 14
Response time for sewer spills (average) 30 minutes
Response time for sewer blockages (average) 60 minutes
Time to rectify a sewer blockage (average) 47.2 minutes
Spills contained within five hours 100%
Customers receiving >3 sewer blockages in the year 0


Customer service

While there are many customer service performance targets for Western Water staff, two standards are highlighted in our Customer Charter relating to complaints and how quickly we respond to phone calls.

Customer service Service standard
Complaints to the Energy and Water Ombudsman Victoria (per 1000 customers) 0.7
Telephone calls answered within 30 seconds* 75%

*This standard was only acceptable to customers if emergency calls were answered within 30 seconds.

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