data results are independently audited every four years and only Utilities that achieve full compliance with the audit are contained within the benchmarking results. Shoalhaven Water is fully compliant and is able to report on all the NPR Indicators. There is always a time lag in publication of the data with the annual results promulgated in late April of each year. The results are shown for the previous financial year and Shoalhaven Water aims to achieve an outcome which surpasses the median average. The results below are related to the Customer Service Plan and include a range of indicators with strong links to customer responsiveness. , are the latest available at the time of release of the Customer Service Plan version. The full reporting suite of Indicators can be found through the Bureau of Meteorology website. Section and Indicator Shoalhaven Average Result (Non Target Result Major Water Resources (Partial Indicator of Customer Responsiveness to Demand Management Initiatives) < Average Result *W12 Average annual 148 221 residential water supplied (kL/property) > Average Result *W26 recycled 2352 2225 water supplied (Megalitres) Assets (Partial Indicator of Customer Service through the condition of the sewerage network) < Average Result *A8 Water Main Breaks 9.5 14.5 (Number per 100km of water main) < Average Result *A11 Real Losses of 57 87.3 Water (Litres per service connection per day) < Average Result *A14 Sewerage Main 8 29 Breaks and chokes (Number per of sewer main) < Average Result *A15 Property 0.2 5 Connection sewer breaks and chokes (Number per 1,000 properties) Customers (Direct Indicator of customer service performance across a range of core functions of a utility) < Average Result *C9 Water Quality 0.3 3.0 Complaints (Number per 1000 properties) < Average Result *C10 Service 0.3 17.3 Complaints (Number per 1000 properties) < Average Result *C11 Sewerage Service 0.6 8.01 Complaints (Number per 1000 properties) < Average Result *C12 Billing and Account 0.1 1.5 Complaints water and – sewerage (Number per 1000 properties)
data results are independently audited every four years and only Utilities that achieve full compliance with the audit are contained within the benchmarking results. Shoalhaven Water is fully compliant and is able to report on all the NPR Indicators. There is always a time lag in publication of the data with the annual results promulgated in late April of each year. The results are shown for the previous financial year and Shoalhaven Water aims to achieve an outcome which surpasses the median average. The results below are related to the Customer Service Plan and include a range of indicators with strong links to customer responsiveness. , are the latest available at the time of release of the Customer Service Plan version. The full reporting suite of Indicators can be found through the Bureau of Meteorology website. Section and Target Indicator Shoalhaven Result Average Result (Non Major Water Resources (Partial Indicator of Customer Responsiveness to Demand Management Initiatives) < Average Result *W12 Average annual residential water supplied (kL/property) 148 221 > Average Result *W26 recycled water supplied (Megalitres) 2352 2225 Assets (Partial Indicator of Customer Service through the condition of the sewerage network) < Average Result *A8 Water Main Breaks (Number per 100km of water main) 9.5 14.5 < Average Result *A11 Real Losses of Water (Litres per service connection per day) 57 87.3 < Average Result *A14 Sewerage Main Breaks and chokes (Number per of sewer main) 8 29 < Average Result *A15 Property Connection sewer breaks and chokes (Number per 1,000 properties) 0.2 5 Customers (Direct Indicator of customer service performance across a range of core functions of a utility) < Average Result *C9 Water Quality Complaints (Number per 1000 properties) 0.3 3.0 < Average Result *C10 Service Complaints (Number per 1000 properties) 0.3 17.3 < Average Result *C11 Sewerage Service Complaints (Number per 1000 properties) 0.6 8.01 < Average Result *C12 Billing and Account Complaints – water and sewerage (Number per 1000 properties) 0.1 1.5
attachment_-_1_-_shoalhaven_water_business_plan.docx