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Online customer report card now available

16 December 2019

North East Water has launched a new online reporting tool that tracks its customer performance.

The Corporation committed to reporting performance on a regular basis as part of its eight year price plan approved by the Essential Services Commission in 2018.

Performance is reported against outcomes determined with the help of customers during development of the plan.

Executive Corporate Services, Anthony Hernan, said the Customer Report Card is a new web tool that shows the performance of four key areas.

“These include water systems, sewer systems, customer service and the environment”, Mr Hernan said.

“Key success measures track our progress for each area, with some of these taken directly from our internal performance data, while others are results from our regular customer perception surveys.

“The report card will be updated every six months and also shows the Performance Scorecard reported to the Essential Services Commission every July.

“This report outlines our performance against specified measures and targets for each outcome, and an overall assessment of whether we have delivered on expectations for each outcome.”

Mr Hernan added, “We are open to feedback on our reporting methods, with customers able to send improvement suggestions to”

Customers can view the customer report card here.