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Guaranteed Service Levels

Western Water’s guaranteed service levels (GSLs) are those service standards that will result in financial compensation to customers if they are not met.

The GSLs below, including their payment amount, apply for the period from 1 July 2020 to 30 June 2023.

A new GSL was introduced on 1 July 2020 in response to customer input - payment of $100 for a property experiencing more than five water supply interruptions in 12 months.

Western Water monitors its performance against these GSLs and will automatically advise and make payment to any affected customers.

We report our performance against these GSLs each year.

Guaranteed service level Payment amount 2018/19 payments  2019/20 payments 
Planned water supply interruption during peak hours (5am-9am and 5pm-11pm) $100 14 581
Planned water supply interruption longer than notification given $100 14 581
More than five water supply interruptions in 12 months  $100 N/A 0
More than three sewer interruptions in 12 months $100 0 0
Sewerage spills inside a house, caused by the business or failure of the business' system(s), not stopped within one hour of notification $500 0 0
Restricting or commencing legal action prior to taking reasonable endeavours (as defined by the Essential Services Commission) to contact the customer about help available if they are experiencing difficulties paying $300 0 0

1 In a single event in 2019, 58 customers experienced a planned water supply interruption which extended into peak hours (completed at 6.50pm) and took longer than notified (6.9 hours vs 5 hours). The interruption was planned to connect a new water main in the Deanside area. The issue was caused by a fault in the pre-implementation phase when staff incorrectly assumed operational valve settings in the network, this resulted in a hydraulic air lock when supply was initially reinstated further delaying return to supply. Subsequent updates to the planned shutdown procedure will ensure pre-implementation works are completed by field crews prior to any planned shutdowns being booked into the system.


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