Aquacell Pty Ltd. Retail Supply Management Plan. EM Retail Supply Management Plan Page 1 of 8

Transcription

1 Aquacell Pty Ltd Retail Supply Management Plan EM Retail Supply Management Plan Page 1 f 8

2 Cntents Dcument Creatin and Review... 3 Dcument Cntrl... 3 Retail Supply Management Plan Intrductin Meeting custmer needs Ptential Risks Events that culd adversely affect the ability f Aquacell t supply water Custmer Cntracts Custmer cmplaints and dispute reslutin Debt Recvery Marketing and Transfer Review f Retail management plan... 8 EM Retail Supply Management Plan Page 2 f 8

3 Dcument Creatin and Review Revisin N Authr Reviewed By Apprved By Date EM P. Cultn Clin Fisher Clin Fisher 3 rd August 2011 EM Justin Taylr Clin Fisher Clin Fisher 6 th March 2017 Dcument Cntrl Revisin N Status Issued T Date Name Organisatin EM Retail Supply Management Plan Page 3 f 8

4 Retail Supply Management Plan 1. INTRODUCTION This Retail Supply Management Plan relates t Aquacell s intentin, cnduct and practices when supplying water under its Retail Supplier s Licence Number 09_004R under the Water Industry Cmpetitin (WIC) Act (2006). It shuld be nted that the Retail Supply Licence 09_004R includes single custmer schemes fr which Aquacell hlds the crrespnding Netwrk Operatrs License under the WIC Act. Whilst the custmer, site, scheme and infrastructure may vary, the intent t supply fit fr purpse water, identify and cntrl risks, and the prvisin f alternate supplies has cmmn elements acrss all schemes. This Retail Supply Management Plan will cnsider the elements cmmn t all schemes. As a cnsequence f Aquacell hlding a crrespnding Netwrk Operatr s License fr each custmer, Aquacell maintains a set f management plans that describe the prcesses and prcedures fr that scheme. This includes detailed risk assessments, actins t be taken in case f incident and emergency, and alternate supplies in case f service interruptin. Typical dcuments fr each scheme describe actins t be taken during nrmal peratins r incident cnditins. Examples f these dcuments include: Recycled Water Quality Management Plan Sewage Management Plan Envirnmental Management Plan Operatins and Maintenance Manuals Mnitring Cmmunicatin Training Dcuments As Aquacell is respnsible fr maintaining these dcuments n each site, the infrmatin cntained in this Retail Supply Management Plan gives high level detail and general cntrl measures cmmn acrss all retail custmers. Where actins, risk assessments r ther infrmatin is site specific, it will be dcumented in the sites Infrastructure Operating Plan and supprting dcumentatin. In additin t cnsidering cntinuity f supply, this dcument prvides infrmatin and references in relatin t custmer cmplaints, missed payment, debt recvery and marketing and transfer. 2. MEETING CUSTOMER NEEDS As part f the scheme implementatin, Aquacell reviews the availability f the water surce, and the ability t meet the custmer s needs in terms f: Vlume Surce quality Required treatment Fitness f treated water fr its intended purpse Seasnal fluctuatins Cntinuity f Supply (see belw) This review is part f the engineering analysis at the inceptin f the prject, and is reviewed frm time-t-time as the prject matures. EM Retail Supply Management Plan Page 4 f 8

5 3. POTENTIAL RISKS Typical Aquacell activities are treatment f waste water fr reuse, r dispsal by irrigatin. Generally, there are a number f risks assciated with these types f schemes. Water quality risks may range frm aesthetic prblems (dur / clur / taste) t chemical related damage t the plants. In a wrst case situatin these can include acute r chrnic health prblems. Ptential water quality risks include: Physical characteristics: Chemical cntaminants: Micrbial infestatins: Intestinal wrms: Txic bacteria: clur, fam, suspended slids, dur, bad taste, eye r skin irritatin. excessive salts (chlrides, sulphates, nitrates), heavy metals (Irn, cadmium, chrmium, cpper, lead, mercury, nickel, zinc), pisns (arsenic cyanide, pesticides) and in rare cases radiactive substances. bacteria (chlera, dysentery, gastr-enteritis, salmnella, r streptcccal infectins, hepatitis) Viruses (hepatitis, rtaviruses, MS2 chliphages, clstridia) Parasites that may cause gastr-enteritis: (giardia, cryptspridia) (Tape wrm) cyanbacteria These risks are addressed in the IOP fr each site. Typically, fr reuse schemes risks are identified and dcumented in the Recycled Water Management Quality Management Plan which ensures the schemes that meet the 12 elements f the Australian Recycled Water Guidelines. Where sewage services are prvided, the risk assessment will frm part f the Sewage Management Plan. Aquacell d nt undertake retail activities fr ptable water at this time. 4. EVENTS THAT COULD ADVERSELY AFFECT THE ABILITY OF AQUACELL TO SUPPLY WATER Aquacell is aware f the requirement t ensure cntinuity f service t custmers, and t that end identifies and mitigates risks assciated with supply interruptins. Alternate supply measures are als cnsidered as a cntingency where an extended utage des ccur. Aquacell s retail activities are typically n sites where ptable water is t substitute fr recycled water, and excess sewage can be dispsed f directly t the sewer. Where these facilities are nt, the scale f the plants is such that pumping ut buffer tanks and dispsing f waste ff site is practical. A detailed and specific risk assessment is undertaken fr each custmer and is dcumented in the related Infrastructure Operating Plan. Each risk is assesses and quantified befre and after mitigatin t ensure the residual risk is acceptable. As an indicatin, the table belw utlines sme reasns fr supply interruptin that may be encuntered in Aquacell s Retail activity. EM Retail Supply Management Plan Page 5 f 8

6 Typical Supply Interruptin Events and Cntrl Measures Scenari Reasn Occurrence Preventative measures Lss f feed which impacts treated water availability Feed ut f specificatin Breakdwn r maintenance f equipment upstream f the treatment plant Will ccur peridically Buffer tanks t capture high levels f feed and prcess it during perids f lw flw Have an alternate surce f feed water such as sewer mining. Typical ptins fr alternate supply/dispsal fr the custmer Use f ptable water t tp up treated water tanks and maintain supply t the treated water reticulatin system Plant is nt able t treat vlume f feed at a sufficient rate Plant un due t maintenance activities EM Retail Supply Management Plan Page 6 f 8 Peak r unusual flws Plant is in maintenance r breakdwn state and can t prcess feed Breakdwn r maintenance f equipment dwnstream f the treatment plant Treated water is ut f specificatin and cannt be dispsed f Plant stpped fr rutine maintenance r extended maintenance activity such as CIP Will ccur peridically Unlikely t happen Use buffer tanks upstream and dwnstream t even ut flws Infrastructure designed t accmmdate peak flws Set treatment plant rate t treat all expected flws given the upstream buffering. Rutine maintenance can be carried ut withut interrupting supply due t buffering capacity at each end f the prcess. Extended maintenance activities such as CIP s are scheduled t minimise disruptin Dispse f excess feed directly t sewer where Pump ut excess feed r and dispse ff site. If practical, adjust treated water s that it returns t specificatin, eg ph crrectin Use f ptable water t tp up treated water tanks and maintain supply t the treated water reticulatin system Dispse f excess feed directly t sewer where Pump ut excess feed r treated water and dispse

7 Scenari Reasn Occurrence Preventative measures Typical ptins fr alternate supply/dispsal fr the custmer ff site. Treatment plant un due t breakdwn Mechanical r electrical failure f a plant cmpnent Will happen peridically Aquacell fllws a maintenance schedule dcumented in the Operatins and Maintenance Manual prepared specifically fr each plant. Apprpriate redundancy is built-in (such as duty/standby pumps). Maintenance risk assessment and asset replacement schemes develped fr each custmer Redundancy built int design thrugh duty-standby arrangement n critical equipment Remte mnitring which allws early identificatin f breakdwns which stp nrmal peratin f the plant Plant cmpnents readily r substitutable t minimise dwntime Use f ptable water t tp up treated water tanks and maintain supply t the treated water reticulatin system Dispse f excess feed directly t sewer where Pump ut excess feed r treated water and dispse ff site. Treated water is nt fit fr purpse Breakdwn r equipment damage Insufficient chemicals Dsing rates r ther plant parameters require adjusting Will ccur peridically Critical cntrl pints (CCP s) ensures the plant alarms and enters a safe state. CCP s plant parameters such as ph, free and turbidity Where pssible, plant will switch t alternate supply autmatically t ensure cntinuity f supply Remte mnitring f plant t allw early detectin and the ability t change perating parameters t bring treated water back int specificatin Use f ptable water t tp up treated water tanks and maintain supply t the treated water reticulatin system Dispse f excess feed directly t sewer where Pump ut excess feed r treated water and dispse ff site. Natural disaster, site issue r ther prblem which is beynd cntrl f Aquacell Cancellatin f perating cntract with the scheme wner Any such event is likely t have brader effects n infrastructure, eg, electricity supply. In this case Aquacell wuld wrk with the custmer t ensure a timely and efficient restratin f services IPART t be ntified and apprpriate licensing changes made. EM Retail Supply Management Plan Page 7 f 8

8 5. CUSTOMER CONTRACTS Aquacell will ensure that a cntract, typically in the frm f a Service Agreement, is put int place with each retail custmer prir t the cmmencement f retail services. Aquacell has a small number f custmers wh are typically cmmercial entities, and retail peratins are supplied t a diversity f schemes. Fr this reasn, the cntract fr retail services will be negtiated and tailred t each custmer. Each cntract will fully define the scpe f supply and detail the cmmercial arrangements including payment terms. 6. CUSTOMER COMPLAINTS AND DISPUTE RESOLUTION Aquacell has a Cmplaints Handling and Dispute Reslutin plicy which utlines hw custmer cmplaints will be handled. Further, a Cde f Cnduct fr Custmer Cmplaints has been develped which prvides custmers with an verview f the hw Aquacell will handle cmplaints. 7. DEBT RECOVERY Aquacell has develped a Cde f Cnduct fr Debt Recvery. This dcument has been develped t utline t custmers hw Aquacell will handle Debt Recvery. 8. MARKETING AND TRANSFER Fr each retail custmer, Aquacell hlds a crrespnding Netwrk Operatr s License and services and maintains the netwrk t which the retail peratins apply. Whilst this is an unusual arrangement, this des nt mean custmers cannt transfer away frm Aquacell. Where requested, Aquacell will advise the custmer penly and hnestly f their ptins t cntinue peratins and maintain cmpliance with the WIC Act. Where a custmer n lnger wishes t use Aquacell s services under either WICA license, Aquacell will in gd faith: Advise the custmer f all regulatry requirements relating t the plant, as knwn by Aquacell, t ensure the custmer is nt entering a new agreement that may nt cmply with apprpriate regulatins; Facilitate a smth hand ver f respnsibilities. This may include peratinal respnsibilities; Advise IPART r any ther authrities f the change and ensure that any requirements are apprpriately dcumented Ntwithstanding the abve, Aquacell are cmmitted t cmplying with any relevant Cdes f Cnduct in relatin t marketing and transfer peratins within the water industry. 9. REVIEW OF RETAIL MANAGEMENT PLAN Aquacell will review this Management Plan annually r sner, as part f its annual cmpliance review. EM Retail Supply Management Plan Page 8 f 8