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