Wide Bay Water Customer Service Charter

Project Overview

The Wide Bay Water Customer Service Charter sets out service standards for drinking water and recycled water collection and treatment.

The Charter is reviewed every 5 years to ensure it continues to meet community expectations and needs.

The Charter includes Key Performance Indicators (KPIs) for services such as drinking water, recycled water, the collection and treatment of sewage, the process for connecting services, metering, accounting, customer consultation, complaints and dispute resolution.

The KPIs include a range of targets such as ensuring water services are restored in less than five hours for 95 per cent of unplanned interruptions; and that less than five drinking water quality complaints are received per 1,000 connections.

Council has recently reviewed the charter and has undertaken community engagement on the proposed charter for residents to have their say.

Between 27 September – 25 October 2021 Council undertook a consultation process to inform the development of the Wide Bay Water Customer Service Charter seeking information, feedback and comments from the community. The process involved online engagement through Council’s engagement platform, Engagement Hub, which included – survey submissions, as well as hard copy submission forms. Council staff also undertook four drop-in sessions at the Hervey Bay and Maryborough Libraries.

Council has now considered the feedback with a report on the engagement and final charter considered by Council at last week’s December 2021 Ordinary Council Meeting.

To read the final charter, engagement report and Council’s response to the engagement – please see the Document Library on this page.

Final Charter approved

Council has now considered the feedback with a report on the engagement and final charter considered by Council at last week’s December Ordinary Council Meeting.

Have your say on water service standards

27/9/21 - Survey submissions are now open and drop-in sessions are to be held in Maryborough and Hervey Bay this week (29-30/9).

Customer Service Charter

Our Customer Service Charter sets out the minimum standards of service our customers can expect for drinking water and recycled water collection and treatment.

As a registered water service provider Wide Bay Water (WBW) is required to have a Customer Service Standard (Charter) under the relevant provisions of the Water Supply (Safety and Reliability) Act 2008.

The Charter is required to be reviewed every 5 years - this is to ensure we are meeting the community's needs and expectations.

To comply with the legislation Council must prepare the draft Customer Service Charter and then publish the proposed charter for community feedback.

Wide Bay Water

Wide Bay Water covers Hervey Bay, Maryborough, Tiaro, Torbanlea, Howard and Burrum Heads. The water network includes Lake Lenthall, Casava Dam, two weirs on the Burrum River and Teddington Weir on Tinana Creek and Mary River at Tiaro.

Wide Bay Water also operates an industry– leading wastewater re-use scheme which provides irrigation water for cane fields, turf farms and hardwood plantations. The scheme ensures that wastewater is re-used rather than discharged to the ocean.

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