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Wide Bay Water Customer Service Charter

Project Overview

Fraser Coast residents are encouraged to have their say on the draft Wide Bay Water ‘Customer Service Charter’ that sets out service standards for drinking water and recycled water collection and treatment.

Wide Bay Water is a business unit of the Fraser Coast Regional Council - it's core businessis to ensure high-quality water and wastewater services are delivered to 100,000 people with 40,000 connections.

The Customer Service 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 reviewed the charter and we’re now seeking community feedback on the proposed charter.

As part of the community consultation process, Council will hold drop-in information sessions at the Maryborough and Hervey Bay Libraries from 29-30 September - see What's On section for more information.

To have your say please complete the survey submission form in the Have Your Say section below.

No Survey Found.

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.

Project Timeline