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North East Water Shapes Up Well in ESC Report
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06 Jan 2012
North East Water has performed well in the latest Victorian Essential Services Commission’s Water Performance Report. The report examines the performance of all 16 urban and metropolitan water and sewerage businesses across the State.
The Commission regulates the prices and service standards of water businesses, approving prices to recover the expenditure required to efficiently operate, maintain and expand the water and sewerage networks to meet customers’ needs. As part of this role, the Commission annually benchmarks the performance of the water industry.
North East Water Managing Director, Craig Heiner said 2010-2011 had been a challenging year with high rainfall and flooding in several of our service areas. Despite these challenges our team was able to maintain high levels of service across the region.
“The year was also notable for an ongoing reduction in household water consumption of 22% across the North East Region. Average consumption across households in the North East fell from over 200 kilolitres per household in 2009-2010 to around 160 kilolitres in 2010-2011. This was common across the State where all water businesses experienced a reduction in average household consumption. This was as a result of customers’ behavioural change and the wet summer we experienced last year.”
Mr Heiner said during this period North East Water was ranked as having the lowest number of customer complaints per 100 customers, the lowest level of unplanned customer interruptions and best response rate in terms of answering customer calls.
“We continue to deliver important water quality upgrades across the region including Myrtleford, Springhurst and Whitfield, while the pricing of our services remains very competitive. The benchmarking shows that we are in the top three regional water businesses for the value of our services to our customers, however this doesn’t lessen the challenge of continuing to improve the value we deliver to our customers,” he said.