Appendix 3: Comparative Service Standards for Selected Entities. Frequency of interruptions Planned

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1 Appendix 3: Comparative Service Standards for Selected Entities Frequency of interruptions Planned Unplanned interruptions Both/type not Number of customers affected equal to 100 per 1000 New South Unity Water Allconnex Water Hunter Water City West Water South East Water Yarra Valley Water Service Code** Southern Water proposed charter: Less than 15 per 1000 properties per For Moreton Bay only: Less than 10% of connections experience 1 interruption per. Less than 3% experience 2. Less than 1% experience 3. Less than 0.2% experience 4. Less than 0.1% experience 5. Less than 150 per 1000 connections per 10,000 properties per experience an unplanned water interruption exceeding properties in a experience 3 or more unplanned water interruptions of more than 1 hour duration Average frequency: 0.06 Average frequency: customers experiencing 5 unplanned water during the Average frequency: 0.04 Average frequency: 0.09 Average frequency: 0.1 Average frequency: 0.1 Average frequency: 0.21 Average frequency: 0.28 Average frequency: 0.1 Average frequency: customers experiencing more than 5 unplanned interruptions during the 416 customers experiencing 5 unplanned interruptions during the 0 customers receiving more than 5 unplanned interruptions in a financial 0 customers receiving more than 5 unplanned water in a financial

2 New South Unity Water Allconnex Water Hunter Water City West Water South East Water Yarra Valley Water Service Code** Southern Water proposed Duration of interruptions Planned Less than % of planned water customer off supply: 7.8 planned interruptions: % of planned water customer off supply: 7.7 planned interruptions: % of planned water customer off supply: 12 planned interruptions: 141 customer off supply: 15 planned interruptions: % planned water restored customer off supply: 15 planned interruptions: 280 ( ) to 250 ( ) 50% ( ) to 60% ( ) planned water restored Unplanned 90% restored in less than 5 90% restored ; 95% restored ; charter: 90% restored within 5 95% restored See above 86.1% of unplanned water interruptions restored within 5 ; Average unplanned customer off supply: 47.6; Average duration of unplanned water : ; Average time to rectify a sewer blockage: % of sewerage spills contained within % of unplanned water restored ; customer off supply: 17.6; Average interruptions: 87.8 ; Average time to rectify a sewer blockage: 161 ; 100% of 99.5% of unplanned ; Average unplanned customers off supply: 25; unplanned interruptions: 89 ; Average time to rectify a sewer blockage: 249 ; 100% of customer off supply: 20; Average interruptions: 100 ; 98% of unplanned ; Average sewerage service interruption: 150 ; 99% of customer off supply: 20; Average interruptions: 100 ; 96% ( ) to 97% ( ) of unplanned ; Average sewerage service interruption: 150 ; 92% ( ) to 95% ( ) of sewerage spills contained Both/type not Notification of planned interruptions Minimum of 48 notice (NB this is a Code requirement) average of less than 3

3 Water quality Complaints Incidents System water loss Response times for incidents equal to 8 per per equal to 10 per per New South Unity Water Allconnex Water Hunter Water City West Water South East Water Yarra Valley Water Service Code** Southern Water proposed Less than 10 per per (both councils) less than 5 per per less than 250 per in total less than 11% less than 100 litres per connection per day Less than 5 per per Less than 150 litres per connection per day 9.2% 9.5% 13.6% 10% 25% ( ) to 20% ( ) Urgent less than 1 hour Rural areas: less than 2 95% of Priority 1 events responded to within 1 hour charter: 90% reponded to within 1 hour Priority 1 event: within 1 Priority 2: within 4 (80% compliance)* Water bursts and leaks - priority 1: average of 24.3 Priority 2: average of 34.2 * blockages: average of 23.4 priority 1: average of 40 * blockages: average of 48.3 priority 1: average of 26 Priority 2: average of 38 * blockages: average of 51 priority 1: average of 30 Sewer spills, breaks and chokes: average of 41 priority 1: average of 34 ( ) to 32 ( ) Sewer spills, breaks and chokes: average of 70 ( ) to 60 ( ) Non-urgent All/type not less than 24 Rural areas: less than 72 onsite within 3 for 95% of occasions Priority 3: within 36 Priority 4: within 5 working dayspriority 5: within 1 week or agreed timeframe(80% compliance) Water bursts and leaks - priority 3: average of priority 3: average of 550 priority 3: average of priority 3: 1440 priority 3: 1440

4 Bursts, leaks and blockages Water mains breaks Wastewater mains breaks and chokes overflows overflows on to customer properties inflow/infiltration Odour complaints Number of customers affected New South Unity Water Allconnex Water Hunter Water City West Water South East Water Yarra Valley Water Service Code** Southern Water proposed less than 25 per less than 15 per less than 40 per less than 18 per less than 8 per 100km main less than 2 per 1000 less than 10 per 1000 less than 3 less than 5:1 Less than 3 per per (both councils) Less than 20 per Less than 50 per 100 km main Less than 20 per Less than 5 per 1000 connections Less than 3 per 5000 properties per (1 overflow) 45 properties per experience 3 or more uncontrolled sewage overflows 60.3 per 100km per financial (unplanned water ) 27.6 per 100km per financial 0 receive more than 3 sewer blockages in the 31.2 per 100km per financial (unplanned 21.3 per 100km 0 receive more than 3 sewer blockages in the 63.1 per 100km per financial (unplanned 45.3 per 100km 15 customers receive more than 3 sewer blockages in the 32 per 100km main (unplanned 28 per 100km main (including breaks, chokes and spills) 0 customers receiving more than 3 sewerage service interruptions per 38 ( ) to 36 ( ) per 100km main (unplanned 60 ( ) to 52 ( ) per 100km main (including breaks, chokes and spills) 0 customers receiving more than 3 sewerage service interruptions per

5 Water pressure Minimum range of pressure 210 kpa (= 21.4 metres head) Trickle feed areas and private booster: 100 kpa (= 10.2 metres head) Minimum flow 25 L/min Trickle feed areas: 3.2 L/min New South Unity Water Allconnex Water Hunter Water City West Water South East Water Yarra Valley Water Service Code** Southern Water proposed 20 metres head charter: 210kPa charter: 23 L/min 22 metres head 20 metres head 32mm: 60 L/min 32mm: 60 L/min 32mm: 30 L/min Properties with deficient pressure or flow service Calls answered within 30 seconds less than 0.1% of connections 80% charter: 80% 4800 properties per experience water pressure failure 80% 94% 87.90% 90% 90% Time to resolve complaints New connections Total water and sewerage complaints Complaints to ombudsman 95% to have commenced within 15 working days following customer payment charter: within 15 working days of receiving application & payment 90% resolved within 20 working days 0.55 per 1000 customers 9 per 9 per per 1000 customers 0.07 per 1000 customers 0.5 per 1000 customers 0.5 per 1000 customers * Definition of Priority 1 etc differs between Allconnex and n/n water entities. Same definitions are used for n and n service. ** n water entities are not required to meet these until during their second price determination period, scheduled to commence on 1 July Transitional customer service must be included in the proposed price and service plan for the first price determination commencing on 1 July These plans are to be submitted to the Economic Regulator by 31 October 2011.