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Guaranteed Service Levels

Our 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 2021 to 30 June 2023 for customers with a property in the area previously serviced by Western Water. Payment amounts were updated on 1 July 2021 to align them across Greater Western Water.

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.

Greater 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 levelPayment amount2018/19 payments2019/20 payments
Planned water supply interruption during peak hours (5am-9am and 5pm-11pm)$10014581
Planned water supply interruption longer than notification given$10014581
More than five water supply interruptions in 12 months$200N/A0
More than three sewer interruptions in 12 months$10000
Sewerage spills inside a house, caused by the business or failure of the business' system(s), not stopped within one hour of notification$300000
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$30000

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.