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Our performance story

Our performance story

Our performance story for the 2018-19 financial year.

We have developed key success measures to track our progress for each outcome. Some of these success measures are taken directly from our internal performance data, while others are results from our regular customer perception surveys.

North East Water values your feedback on this process and any improvement suggestions can be sent to info@newater.com.au.

Our water systems

We aim to supply safe and reliable water services to customers, and fix faults quickly and efficiently, while minimising impacts to customers.

How safe is our drinking water?

Compliance with the Safe Drinking Water Act 2003

How satisfied are customers with the water quality?

Smell
Overall quality of water
Safe to drink
Taste

How many customers were impacted by a break in our water mains?

184
Pipe breaks

3242
Customers impacted of 51,000 connections

How long were our customers without water?

Restored within 5 hours (average repair time 96 minutes)

How leaky are our systems?

Water losses (target <10%)

Fast facts about our water systems

  • We operate 21 water treatment plants across north-east Victoria.
  • During 2018-19 over 17,800 megalitres of treated water was delivered to residents and businesses.
  • We fixed 184 water main breaks during 2018-19.

Case Study: Innovating to find leaks

Acoustic leak detection was conducted in Bright and Porepunkah in July 2018. Electronic equipment was used to listen for leaks from pipes that may not be otherwise noticeable. Leaks equating to approximately 80 ML/year were identified and repaired by the Corporation.

North East Water participated in a water sector trial at Bright and Porepunkah that utilised satellite technology to detect terrain and vegetation intrusion to determine pipe asset risk and asset risk zones. This data will be used to assist in prioritising asset maintenance or replacement. 

Further information about our water systems

Information about our drinking water services, restrictions, outlooks and drought management.

Click here

Our sewer systems

We aim to provide reliable sewer systems to customers, while minimising our impact on the environment.

How many customers were impacted by a blockage from our sewer mains?

128
Sewer blockages

666
Customers impacted of 46,000 connections

How long did it take to repair a sewer break?

Restored within 5 hours (average repair time was 100 minutes)

Fast facts about our sewer systems

  • We operate 22 sewage treatment facilities throughout the region as well as one trade waste treatment plant 
  • During 2018-19 we treated 9,300 megalitres of sewage

Case study: Myrtleford Sewage Treatment Plant upgrade

A $3 million upgrade to the Myrtleford sewage treatment plant was completed in July 2019. The upgrade will ensure environmental compliance and to allow for future urban growth.

Improvements include new monitoring and control systems, along with the installation of wetlands to provide more energy efficient and environmentally friendly treatment outcomes.

The upgrade is part of our commitment to cut carbon emissions by 42% within six years and our pledge to achieve net-zero emissions before 2050.

Further information about our sewer systems

Learn about how we transfer sewage from customers' properties to treatment plants.

Click here

Customer service

We will focus on providing exceptional customer service where enquiries are resolved promptly and our customers are supported.

How satisfied are our customers with our customer service?

Target 90%

How do we support our customers?

2907
Number of customers embracing payment plans to help household budgeting

Fast facts about our customers

  • Our local call centre staff answered 55,002 calls during 2018-19, up 13% on the previous period
  • 98% of those calls were answered in 30 seconds
  • 71% of people paid their water bill on time in 2018-19
  • We restrict less than 0.5% of customers per year.

Case study: We're local!

North East Water is committed to local services being delivered by people who know the region. Our customer contact centre is based in Wodonga and is staffed by locals who know the difference between Tallangatta, Tangambalanga and Tawonga!

We have depots across north-east Victoria, including Wangaratta, Benalla, Yarrawonga, Corryong, Beechworth, Mt Beauty and Bright. The depots are staffed by local operators who have extensive knowledge of their towns. They understand the landscape and quirks of local areas. This results in more reliable services and better response times.

Our local workforce not only provides better service outcomes for customers, but also injects a substantial amount of money into the regional economy.

Further information about our customer support program

We can help if you're having trouble paying your water bill.

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Environment

We commit to reducing our environmental footprint and contributing to a more sustainable future.

How are we helping the environment

% of target achieved (target: 10% emission reduction via sewage treatment efficiencies by 30/6/19)

Case study: Sustainable farming with reclaimed water

We manage several large farming properties across our service region and use reclaimed water from nearby sewage treatment plants for irrigation. This reclaimed water meets the standards required for grazing cattle and producing fodder for stock.

Our farming activities focus on the production of lucerne which is sold to local farmers. We also run approximately 600 head of Angus cattle and 1000 Merino sheep.

The two largest farming properties are located in Benalla and Wangaratta with smaller holdings at Beechworth, Chiltern, Corryong, Glenrowan and Rutherglen.

Further information about how we support the environment

Learn about how we help keep local farms, sporting fields and parks green by using reclaimed water.

Click here

Learn more about our pasture and cattle farms across north-east Victoria.

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