REPORT TO THE IPART UNDER THE OPERATING LICENCE

Transcription

1 WATERNSW REPORT TO THE IPART UNDER THE OPERATING LICENCE for STATE WATER 1 SEPTEMBER 2015 i

2 Table of Contents Note: a reference to Part corresponds with the relevant part of the Operating Licence INTRODUCTION... 1 PART 4. ASSETS Annual Reporting Compliance and performance reporting under the Reporting Manual (before certification of Asset Management System) (a) Details of activities undertaken by WaterNSW to maintain asset management programs across its business (b) Changes to existing asset management programs (c) WaterNSW s performance in meeting the programs for the financial year (d) Asset management programs identified for the next financial year... 6 PART 5. CUSTOMERS Annual Report Compliance and performance reporting (a) Systemic problems arising from Complaints and the action taken to resolve them (b) Proposed significant changes to:... 8 Customer Service Charter... 8 Code of practice on payment difficulties (Code)... 8 Internal Complaints Handling Procedure... 8 External dispute resolution scheme - Clause 5.7 of the Licence (c) Other information... 9 Number of requests by Customers for assistance with paying Bills, including location... 9 Number of Customers in receipt of assistance with paying Bills, including location... 9 Number of licences and entitlements suspended under the Water Management Act 2000 or the Water Act Number of approvals suspended under the Water Management Act PART 6. ENVIRONMENTAL MANAGEMENT Annual Reporting Compliance and performance reporting under the Reporting Manual (before certification of Environmental Management System) (a) Details of the activities undertaken by WaterNSW to maintain the programs across its business to manage risks to the environment (b) Changes to the environmental improvement targets or timetables to achieve these targets...11 ii

3 6.1.1(c) State Water s performance in meeting the targets and timetables for the financial year (d) Programs and timetables identified for the next financial year to achieve environmental improvement targets PART 7. PERFORMANCE MONITORING Annual Reporting Compliance and performance reporting (a) WaterNSW s performance against the performance indicators set out in Appendix A of the Reporting Manual Percentage of customers, who after placing a non-complying water order, are contacted within 1 working day to rectify that order Percentage of complying water orders delivered outside of +/- 1 day of the scheduled day of delivery, as measured by Complaints Percentage of complying Water Orders rescheduled in consultation with an affected Customer, within 1 working day of an expected water shortage or delivery delay Percentage of complying intra-valley transfers processed within five working days of WaterNSW s receipt of a correct application and fee (b) WaterNSW s analysis of any systemic problems arising from its performance against the above performance indicators iii

4 Introduction WaterNSW a Merger of State Water Corporation and the Sydney Catchment Authority Prior to 1 January 2015, State Water Corporation (State Water) and the Sydney Catchment Authority (SCA) were separate organisations each regulated by the Independent Pricing and Regulatory Tribunal (IPART) under separate Operating Licences. State Water and the SCA were effectively merged under the Water NSW Act 2014 No. 74 (Act). Specifically, under the Act, from 1 January 2015: State Water continued with a new name of Water NSW (WaterNSW); SCA was abolished; and The operations (including assets, rights and liabilities) of the SCA were transferred to WaterNSW. Continuation of Operating Licences Under Schedule 2, Part 2, Division 4 of the Act, the separate Operating Licences issued to State Water and the SCA continue in force, subject to some deemed modifications which include changing titled references to WaterNSW. Under the Act: Each of the separate Operating Licences continue in force and are held by WaterNSW on and from 1 January 2015; The terminology used to describe the Operating Licence issued to the (now abolished) SCA in 2012, is Sydney catchment functions ; and The terminology used to describe the Operating Licence issued to State Water (now re-named WaterNSW) in 2013, is non-sydney catchment functions. Terminology used in this Report This Report adopts the terminology of the Act, by referring to (1) the licence holder as WaterNSW ; and (2) the Operating Licence issued to State Water (now re-named Water NSW) in 2013, as the non-sydney catchment functions Licence (Licence). In this Report, references to such things as functions, assets, customers, plans, procedures etc. are to be read as relating to the non-sydney catchments aspects of the business of WaterNSW, regulated under the Licence. Otherwise, terms that are defined in the Licence have the same meaning in this Report. References to Part made in this Report, correspond with the relevant part of the Licence. Reporting under the non-sydney catchment functions Licence Under the Licence and the Act, WaterNSW is enabled and required to carry out its functions within its Area of Operations, except for Sydney catchment functions, which are the subject of a separate Operating Licence, also held by WaterNSW. Under the Licence, WaterNSW must report to the IPART by no later than 1 September each year, for the preceding financial year, on its performance regarding each of the following matters, which are addressed in this Report, namely: Assets; Customers; Environmental management; and Performance monitoring. The Licence requires this Report to be available to the public. Consequently, this report is published on WaterNSW s website. WaterNSW continued to fulfil its Licence requirements during the audit period 1 July 2014 to 30 June Page 1

5 Part 4. Assets 4.1 Annual Reporting This section sets out WaterNSW s reporting obligations for clause 4 of the Licence. WaterNSW is required to develop and have certified an Asset Management System by 30 June Compliance and performance reporting under the Reporting Manual (before certification of Asset Management System) 4.1.1(a) Details of activities undertaken by WaterNSW to maintain asset management programs across its business WaterNSW maintains asset management programs to manage risks to its assets. The WaterNSW Risk Register includes a number of asset related risks which fall into the following broad categorisations: Weather / Environment The Australian weather pattern varies from one extreme to another. Temperature variances can impact asset integrity; hence WaterNSW addresses the asset integrity through a program of asset planning, maintenance and servicing. Regulatory compliance WaterNSW is the owner and operator of critical infrastructure across NSW, regulators such as the NSW Dams Safety Committee (DSC) require that standards for asset maintenance and management are met. Security of WaterNSW Facilities. Security of funding. Operational Asset Failure. WaterNSW has and maintains an Asset Management Framework developed for the combined entity. This has been established in alignment with the requirements of the ISO Asset Management System and satisfies the requirements of NSW Treasury Total Asset Management guidelines. The Framework defines roles and responsibilities for Asset Management. It outlines how assets are managed in alignment with the relevant Statement of Corporate Intent, Operating Licence and Corporate Plan. Assets currently covered by the Asset Management Framework include service delivery water infrastructure assets, land and buildings, and plant and equipment. Asset Management Plans define the risk management activities to be conducted at each valley and dam, and the resources required to complete them. Projects identified through the asset planning process are implemented according to the project delivery system. This includes governance arrangements such as the appointment of project and program sponsors, project and program managers and the establishment of project steering committees and program control groups. The Dams Safety Act 1978 and the Mining Act 1992 provide the basis for the authority of the DSC, statutory functions and operations relating to the safety of dams, including advice on mining that could affect dams or stored waters. It applies to all prescribed dams in NSW. Page 2

6 The Dam Hazard Consequence Category is used to determine: (1) the need to prescribe a dam; (2) the level and frequency of surveillance of a dam to ensure its continuing safety; and (3) the extent and priority for some safety improvement measures. All Extreme, High and Significant Consequence Category Dams, along with Low Consequence Category Dams over 15m high, are prescribed under the Dam Safety Act on the recommendation of the DSC. For all prescribed dams, the DSC requires Surveillance Reports after the first substantial filling (or one year after completion, whichever is first), and subsequently at intervals not exceeding five years (See DSC Guidance Sheets DSC2A and DSC2C for details). The type and content of report depends on the dam s Consequence Category. All of WaterNSW s major non-sydney catchment dams are prescribed; and its Dam Safety Program (DSP) sets out the nature and frequency of the dam safety inspections for each dam. The requirements of the program are strictly in accordance with the requirements of the DSC. They include monitoring/inspections of the behaviour of the structures on a daily, weekly, monthly, annual or five-yearly basis depending on the Consequence Category. The nature of inspections varies from simple observation of seepage flows (daily or longer depending on the dam) to complex instrumentation measurement, recording and analysis of the results. Site staff are trained in the more frequent routine on-site observations of the features of the dam that indicate performance and provide early warning of any serious problems. WaterNSW s DSP satisfies the DSC requirements for the Intermediate (annual) Inspections and the Comprehensive (intensive five-yearly) Inspections of WaterNSW s portfolio of non-sydney catchment dams by a team of specialised dam engineers. Dam Safety Inspections are conducted in accordance with the DSC requirements to ensure that dams are being maintained according to regulatory guidelines and that the surveillance activities are appropriate. WaterNSW has a program of annual and five-yearly inspections on each prescribed dam. These are conducted as per the requirements of the NSW DSC and the recommendations of the Australian National Committee on Large Dams (ANCOLD). Routine Dam Surveillance (daily, weekly and monthly) is conducted as per requirements of the DSC and ANCOLD. This involves monitoring for any change or potential early warning signs of dam safety incidents. Routine Dam Surveillance is conducted by Asset Field Officers as per the schedule of tasks within WaterNSW s computerised maintenance management system. Also required by the DSC are Dam Safety Emergency Plans (DSEPs), which form the basis of emergency response to dam safety incidents. WaterNSW has a program in place to maintain DSEPs. WaterNSW has continued with a program of security (from interference) improvements at prescribed dams to progress towards a security in depth approach as required by the Dams Safety Committee guide sheet DSC2H. Page 3

7 A distinctive element of the DSC s regulation of dam safety is the Risk Management Policy Framework for Dam Safety, which was endorsed by the NSW Cabinet in August This document opens the possibility of working towards standards based compliance over a period of time using a risk based management approach. WaterNSW applies this risk based progressive improvement approach to the management of its portfolio. The Portfolio Risk Analysis (PRA) is a periodic review of WaterNSW s portfolio of large dams to quantify the risk profile for each dam and potential mitigation measures. The report forms a major body of work and was finalised this year. The PRA is a key tool to inform WaterNSW s Dam Safety Capital Upgrade Program. Works in this program during included substantial completion of the Burrendong (Phase 1) dam safety upgrade works with the remaining SCADA link planned for 2015/16, with continued progress on the Wyangala (Phase 1) and Keepit Dam (work Package 2) upgrades and the start of construction of Chaffey Dam augmentation. The DSC requires that the maintenance program at dams is reviewed periodically. To this end, maintenance audits are conducted to review the performance of maintenance functions, so as to assess the current status and identify areas of concern. A rolling program of maintenance audits is in place involving field inspections of WaterNSW facilities by qualified engineering staff to assess the efficacy of the maintenance regime and to identify maintenance items for remediation. Programed maintenance testing and inspection tasks monitor the condition of assets to identify when maintenance/overhauls/renewals are required. Routine inspection tasks are scheduled in WaterNSW s computerised maintenance management system. Operations and Maintenance Manuals ensure that current information is available to operators/ maintainers of assets. A project is underway to update the current manuals for each dam operated by WaterNSW. Elements of the renewals program for 2014/15 were phased following release of the final ACCC price determination (b) Changes to existing asset management programs A restructure of the Asset Management related functions in WaterNSW commenced effective January 1st This was in line with the merging of State Water with the Sydney Catchment Authority. This involved the implementation of a hybrid structure where respective State Water and Sydney Catchment Authority teams were generally left unchanged, but reporting to a common executive. This structure facilitated the first step in a smooth transition to a combined organisation, provided common senior leadership to coordinate integration activities and simplified ring fencing of respective resources. A WaterNSW asset management framework was developed for the combined entity, as well as common governance arrangements and significant development of integrated asset management processes. Page 4

8 4.1.1(c) WaterNSW s performance in meeting the programs for the financial year Asset Management Plans Asset Management Plans detailing projected expenditure were available for all coastal and inland valleys. These plans align with the respective pricing determinations for each valley. Coastal plans have been revised in alignment with the extended pricing determination for those valleys. Dam Safety WaterNSW has a program of yearly and five-yearly dam safety inspections, complying with DSC requirements. Dam safety inspections were completed as per this program, with a five-yearly inspection conducted on Brogo Dam as scheduled. In accordance with the requirements of the DSC, significant work was completed on a number of Dam Safety Emergency Plans (DSEPs) including for Pindari, Brogo, Carcoar, Toonumbar, Glenbawn, Glennies Creek, Lostock, Keepit, Copeton, Oberon, Windamere, Blowering and Hume Dams, as well as for the Menindee Lakes structures. It is anticipated that DSEPs for all of these dams will be finalised and issued before the end of the 2015 calendar year. The reviews conducted over have been consolidated into a State-wide approach to consistent dam security, whilst addressing the site specific risks and environment of each location. This approach factors in current resources as well as future best practice with an eye towards streamlined preventative and corrective maintenance and utilising safety resources to deliver improved safety as well as upgraded security. The objective of this approach is to move towards achieving the requirements of the Dams Safety Committee guide sheet DSC2H as well as the National Terrorism Public Alert Level of High. The Fish River Water Supply assets were a specific focus for , with a broad program of security and safety improvements, including a combination of physical and electronic assets. At the end of an extension to further improve the reach of this program was defined and is being delivered in early A review of the Dam Safety Upgrade Program in light of the portfolio risk analysis outcomes has confirmed the appropriateness of the current projects in this program. Implications for the long term upgrade program are under review in preparation for the next Business Plan submission. The delivery of the Dam Safety Upgrade program is progressing. However it has been significantly impacted by contractual issues with the Stage 1B component of the Wyangala Dam upgrade. Although delays due to funding arrangements and environmental approvals were experienced prior to commencing the Chaffey upgrade project, it is now being delivered in line with budget and program targets. Maintenance and Services All daily dam safety inspection tasks were completed as programed by Maintenance and Services staff. No major dam safety issues were identified during the period through the routine surveillance. 10,457 planned maintenance jobs were scheduled in the financial year. Of these 10,120 were completed prior to 30/06/2014. This is a 97% completion rate. Page 5

9 Maintenance audits were completed as planned at Brogo, Windamere, Burrinjuck and Chaffey Dams. Current maintenance planning and activities were found to be satisfactory, with actions initiated to address identified improvement items. Others The O&M manual project for included delivery of approved manuals for Burrinjuck, Blowering, Brogo, and Toonumbar Dams. The asset compliance and risk reduction projects for the financial year included continuing dam safety upgrade works at Keepit and Wyangala Dams, implementation of Lake Wetherell fuse-plug and the completion of the auxiliary spillway and gate strengthening works at Burrendong Dam, and also the commencement of the augmentation of Chaffey Dam that includes dam safety works that will ensure full compliance. Major asset renewals and bank stabilisation activities, installation of smart meters, some fish passage construction were conducted as well as the completion of the Burrendong cold water pollution (CWP) mitigation solution. Following the result of the ACCC Final Price Determination, except for the Mollee weir fishway, all other construction of fishways has been put on hold by WaterNSW due to funding constraints. Meanwhile the Strategic review of the Fish Passage Program is still in progress, including discussions with the Department of Primary Industries (NSW Fisheries) regarding the scope and strategic objectives of the program. The outcomes of these discussions are expected to result in more efficient fishway construction costs and a new Fish Passage Strategy for New South Wales (d) Asset management programs identified for the next financial year Integration of asset management processes will continue in the 2015/16 financial year. An asset management system consistent with ISO55001 will be in place by June 2016, and certified by December A consistent decision making framework will be fully implemented, in line with the WaterNSW Risk Management Framework. WaterNSW is considering options for decision support tools to facilitate this alignment. Page 6

10 Part 5. Customers 5.1 Annual Report Compliance and performance reporting 5.1.1(a) Systemic problems arising from Complaints and the action taken to resolve them WaterNSW has identified three systemic issues during 2014/15, one relating to the nature of the complaint and two on the complaints process itself. Nature of the Complaint Systemic Issue 1 WaterNSW received 10 complaints relating to employee performance in 2014/15. This is a significantly higher number of complaints in this category than in previous years. Of the 10 complaints, five related to customer property access for the purpose of reading a meter. To resolve these complaints the business put in-place a local access and / or communication plan for that customer for future access. WaterNSW also has a meter reading procedure that outlines how a Customer Field Officer should access a property to read a meter. Complaints Process Systemic Issue 2 WaterNSW current Complaints Handling Procedure (procedure) differentiates between a complaint and feedback. However, there clearly has been a problem making this distinction for some customer enquiries over the last year. There have been several customer enquiries recorded as feedback that could have equally been captured as a complaint. To overcome this problem, as a dispute resolution team, we have raised it as an issue for discussion at weekly Customer Information Officer (CIO) team meetings (DOC14/34653, DOC15/1044 and DOC15/1331). The new integrated WaterNSW Complaints and Compliments Procedure (in draft) makes the distinction much clearer. Systemic Issue 3 The procedure also requires a complaint to be left open until resolved to the satisfaction of the customer. Random checks of complaint tickets during the year showed that some complaints were being closed too early resulting in no confirmation of conversations and whether the complainant was satisfied. As above, this issue was discussed at CIO team meetings. Individual CIOs were contacted for specific cases where this problem occurred. Two examples of how we have improved appropriate complaint closure can be seen in the following cases DOC15/20604 and DOC15/ The graph below (DOC14/23972) shows WaterNSW tracking of outstanding (open) complaints throughout the year. These complaints are reported to both the Executive and Board monthly, with feedback cascading back into operations. Page 7

11 Complaint Category Number Complaints Asset Management 7 Customer Service Charter 2 Employee Performance 10 General 7 Metering Project Mid-Murray 1 Metering Project Murray 3 Metering Project Murrumbidgee 5 NSW Office of Water Billing 8 WaterNSW Billing 5 Trade 1 Water Delivery 2 Water Metering - General 3 Water Ordering 1 TOTAL Customer Complaints (excludes NOW complaints) July Oct Jan Apr New Resolved Outstanding Target unresolved complaints 5.1.1(b) Proposed significant changes to: Customer Service Charter There are no significant changes to the Customer Service Charter. Customer Service Committees have reviewed the charter and provided the following feedback. Customer Service Committee Macquarie-Cudgegong Coastal Namoi-Peel Feedback (2015) Lachlan Murrumbidgee Murray-Lower Darling Gwydir To be discussed 13/8/15 Border Rivers To be discussed 12/8/15 Nil Nil Great charter, as long as WaterNSW meets the obligations set out in the document. Nil Nil Nil Code of practice on payment difficulties (Code) Nil. Internal Complaints Handling Procedure Nil. Page 8

12 External dispute resolution scheme - Clause 5.7 of the Licence WaterNSW has received four referrals (RHLs) from EWON regarding customer complaints in 2014/15. All four complaints were closed, with two being NSW Office of Water issues and two were WaterNSW billing and asset management complaints. All were resolved to the satisfaction of the customer. WaterNSW had five Level 1 Investigations from EWON in 2014/15. One investigation was raised to Level 1 from a Refer to Higher Level (RHL) (Ralf - DOC15/20604), the second was due to a pending service disconnection (EWON terminology) while the remaining three Investigations were raised with WaterNSW separately. All investigations were closed with customers satisfied (c) Other information Number of requests by Customers for assistance with paying Bills, including location During the 2014/15 year, WaterNSW received and approved the following requests from customers for assistance in paying their bills: Valley Requests for Assistance Assistance Received Type of Assistance TOTAL Type of Assistance TOTAL Deferral less than 3 Months Deferral More than 3 Months Deferral less than 3 Months Deferral More than 3 Months Murray Murrumbidgee Border Namoi-Peel Gwydir Lachlan Macquarie Hunter North Coast South Coast Fish River TOTAL Number of Customers in receipt of assistance with paying Bills, including location Included in (above) Number of licences and entitlements suspended under the Water Management Act 2000 or the Water Act 1912 Under Section 78 of the Water Management Act 2000, WaterNSW has the authority to suspend water access licences for non-payment of fees and charges (DOC15/19491). Page 9

13 Status of Suspension Year Suspended Licence count Carried over from Suspended In Suspension lifted from Suspension lifted from Currently Suspended At 30 June On 22 December 2014 dealings were lodged with Land & Property Information (LPI) to suspend twelve (12) water access licences for non-payment of fees and charges. As of 30 June 2015, five (5) of these suspensions have since been cancelled as payments have been received. On 23 June 2015 another eight (8) dealings were lodged with LPI to suspend water access licences. There have also been cancellations of suspensions on three (3) other suspensions on water access licences. These were suspended prior to the water / financial year. As at June 2015, there are 40 suspended licences: 15 licences suspended during the year, 25 licences still suspended from previous years. Number of approvals suspended under the Water Management Act 2000 Nil. Page 10

14 Part 6. Environmental Management 6.1 Annual Reporting Compliance and performance reporting under the Reporting Manual (before certification of Environmental Management System) 6.1.1(a) Details of the activities undertaken by WaterNSW to maintain the programs across its business to manage risks to the environment The Environmental Management Plan put in place for the non-sydney catchments part of WaterNSW s business (EMP) (ETRIM CD2015/319[v1]) outlines the environmental management approach for the development, implementation, monitoring and review of environmental programs, actions and performance measures. The EMP includes objectives and targets for addressing its environmental risks, legal obligations and achieving environmental improvements. WaterNSW implements an Environmental Auditing Procedure to ensure the management of environmental impacts and risk to the environment are being maintained (b) Changes to the environmental improvement targets or timetables to achieve these targets Consistent with the relevant WaterNSW environmental policy, and following on from an annual management review by relevant staff, measurable objectives and targets are set annually and recorded in the Environmental Management Plan (c) State Water s performance in meeting the targets and timetables for the financial year Environment Management Plan - Achievements OBJECTIVE 1: Responsible Land and Asset Management An Asset Management System (AMS) is on track for being completed in accordance with the Licence, as detailed in section 4 of this Report. Dam safety actions were completed where funding and required resources were available. All maintenance and services activities scheduled at the Wallerawang Chlorine Plant were completed. An audit was undertaken in November 2014 to review the Fish River Water Supply Scheme Incident Management Plan against legislative requirements. Further review to be undertaken in conjunction with the Drinking Water Management System review. All activities / works and projects undertaken by WaterNSW must comply with the WaterNSW Environment & Heritage Assessment (EHA) Plan, which includes stakeholder and community consultation where required. There were no recorded non compliances against the Environment and Heritage Assessment Plan for major projects. There were 3 minor Non conformances against the EHA Procedure on low risk activities. WaterNSW staff provide an ongoing monitoring and quality assurance role through targeted audits on projects throughout the year in accordance with the Environmental Auditing Procedure and Auditing Program. All site audits scheduled have been completed. Corrective actions coming out from the audits are detailed in the Environmental Corrective Actions Raised (CARs) Report. Page 11

15 Environment Management Plan - Achievements Foreshore Site Specific Actions Plans were implemented with regards to over 99% of weed and pest management activities completed. Lease contracts were reviewed to contain weed and pest management requirements in the property management plan associated with each lease. The weeds and pest management requirements are now standard for new foreshore leases. Two heritage Conservation Management Plans (CMPs) have been finalised for Booberoi Weir and Gogeldrie Weir. The site specific CMPs will identify maintenance and monitoring requirements for heritage items assessed as state significance. The recommendations from finalised CMP s were captured within WaterNSW maintenance management system within 12 months of the Plan being finalised. All heritage actions from CMP s within the maintenance management system were completed or have commenced and are in progress to be finished. A review of the Heritage Management Plan and Strategy was undertaken which included an integrated flowcharts prepared for unexpected aboriginal finds and for heritage assessment requirements under environmental assessment. No infringements or penalty notices were issued against State Water or WaterNSW in this period. OBJECTIVE 2: Monitor Water Quality and Manage Operational Impacts on Aquatic Habitat WaterNSW operates assets in accordance with the conditions of Works Approvals. There are no breaches to report. WaterNSW has complied with Cold Water Pollution mitigation measures under the works approval. The Annual Compliance report is to be finalised by September / October All funded Cold Water Pollution studies have been completed for Keepit Dam. Future work will be subjected to development of a new Cold Water Pollution strategy and operational funding, and analysis of benefits realisation following the Burrendong temperature control curtain Project. WaterNSW monitors river hydrographs during events and conducts surveillance of customer usage to ensure environmental flow targets are met, reporting results on a monthly basis. Environmental water was delivered at 100% for the year and all environmental water orders delivered to schedule. Each valley has a procedure to follow as defined in the relevant Regional Algal Contingency Program (RACP). Required actions are implemented through a maintenance management system, with all actions completed for this period. Monitoring of algal blooms is incorporated into the Water Quality Monitoring Strategy. Storages were operated and managed in accordance with Regional Algal Contingency Plans. Implementation of the Fish Superhighways program has resulted in a total of 6320 km of free fish passage gained and 4513ha of aquatic habitat opened. Mollee Fishway (fish lock) project has been completed. The remaining fishway program is currently on hold following a review and reprioritisation of the capital works program. The Fishway Monitoring Program was fully implemented with 4 sites monitored: Lachlan River Booligal fishway; Murrumbidgee River Tarabah and Beavers Creek fishway; and Murray River Gulpa Creek fishway OBJECTIVE 3: Manage Resources efficiently and promote an environmentally responsible culture Carbon Neutrality Program was implemented and to date, carbon emissions have been reduced by 20% (excluding on-demand) and 15% (including on-demand pumping). WaterNSW purchased all vehicles through State Fleet Prequalification Scheme ensuring vehicles meet a set target for emissions. WaterNSW didn t purchase any unleaded vehicles this period. 12.5% of cars in categories where hybrid vehicles are available are hybrid. WaterNSW collated waste disposal, purchasing and recycling data for operational sites, offices and projects. An increase of 20% of total waste recycled for paper and office products was recorded. At the time of reporting the complete data set was not available. An environmental component has been included in WaterNSW Orientation Information, Induction checklist, Induction Procedure and Site Specific Induction Template. All new staff has undertaken the Orientation which included the environmental component within one year. All known environmental incidents have been logged in WaterNSW Tickit system and all environmental incidents were reported in compliance with POEO Act and other relevant legislation. The development of the ISO14001 Environmental Management System (EMS) is currently underway and on track to be certified in accordance with the Licence. All staff has received some form of environmental training and awareness including on topics such as Exempt checklist training, sustainability, heritage management, eco defensive driving, recycling and Integrated Management System Awareness including Environmental Management Systems. WaterNSW maintain a register Page 12

16 Environment Management Plan - Achievements of all training undertaken and awareness material distributed (d) Programs and timetables identified for the next financial year to achieve environmental improvement targets. A robust exercise was undertaken to draft a new WaterNSW Environmental Management Plan (ETRIM CD2015/319 [v2]), including a consolidation of existing environmental risk assessments, rating these to the new WaterNSW Risk Management Framework, and assure the rationale of results, in order to establish a sound, relevant and unified set of environmental objectives and targets. The inaugural draft WaterNSW EMP outlines the maintenance of programs to manage risks to the environment from carrying out the business s activities and provides strategic direction for continual improvement and sound environmental management. Page 13

17 Part 7. Performance Monitoring 7.1 Annual Reporting Compliance and performance reporting 7.1.1(a) WaterNSW s performance against the performance indicators set out in Appendix A of the Reporting Manual 1. Percentage of customers, who after placing a non-complying water order, are contacted within 1 working day to rectify that order. The number of non-complying water orders is 287. The number of non-complying water orders contacted within 1 working day to rectify the order is 284. The Percentage of non-complying water orders contacted within 1 working day is 98.9% (DOC15/19397). 2. Percentage of complying water orders delivered outside of +/- 1 day of the scheduled day of delivery, as measured by Complaints. The number of complying water orders is 101,885 (DOC15/20463). The number of customer complaints for water orders delivered outside of +/- 1 day of the scheduled day of delivery is 0 (DOC15/18204). The percentage of complying water orders delivered outside of +/- 1 day of the scheduled day of delivery, as measured by Complaints, is 100%. 3. Percentage of complying Water Orders rescheduled in consultation with an affected Customer, within 1 working day of an expected water shortage or delivery delay. The number of complying water orders re-scheduled is 13. The number of complying water orders re-scheduled within a day of an expected water shortage or delivery delay is 7. The percentage of complying water orders rescheduled in consultation with an affected customer within 1 working day of an expected water shortage or delivery delay is 53.8% (DOC15/18976). 4. Percentage of complying intra-valley transfers processed within five working days of WaterNSW s receipt of a correct application and fee. The number of complying intra-valley transfers processed is The number of complying intra-valley transfers processed within five working days of receipt is The Percentage complying intra-valley transfers processed within five working is 99.4% (DOC15/19399) (b) WaterNSW s analysis of any systemic problems arising from its performance against the above performance indicators. No systemic problems with performance identified. Page 14