Every four years, we are required to develop a Price Submission that outlines the prices we propose to apply for that regulatory period and sets out the service levels and values that customers can expect to receive from us.
The ESC’s water pricing framework provides strong incentives for us to deliver better value for customers, and we must demonstrate how we’ve considered the services that our customers want.
In order to develop our Price Submission, we engaged with our customers to find out what their priorities, needs and concerns are when it comes to the level of service our customers receive.
Service standards: 2024/25 results
General Customer Service
Licensing and Administration
| Service Standards |
2024/25 Target |
2024/25 Result |
Achieved |
| Processing allocation trade applications within 5 business days |
90% |
99% |
|
| Processing water share applications within 10 business days |
95% |
98% |
|
| Processing change of ownership applications within 10 business days |
90% |
98% |
|
| We process all groundwater transfers within 70 days |
75% |
91% |
|
Customer Service
| Service Standards |
2024/25 Target |
2024/25 Result |
Achieved |
| Complaints to GMW per 100 customers (5 year rolling average) |
0.36 |
0.34 |
|
| Calls are answered within 60 seconds |
85% |
90% |
|
We respond to complaints in writing within 3
business days |
100% |
100% |
|
| First point-of-call resolution |
70% |
76% |
|
Gravity Irrigation
Water Delivery
| Service Standards |
2024/24 Target |
2024/25 Result |
Achieved |
| Orders are delivered within 24 hours (on day requested). |
95% |
98% |
|
| Flow rate is within 10 percent of order. |
80% |
88% |
|
| Maintain the channel level within 40mm of the required supply level |
80% |
75% |
|
Drainage Irrigation
| Service Standards |
2024/25 Target |
2024/25 Result |
Achieved |
| Drains are maintained to a level that they are available to remove run-off |
98% |
100% |
|
Pumped Irrigation
Pumped Irrigation Service Standards
| Service Standards |
2024/25 Target |
2024/25 Result |
Achieved |
| Irrigation orders are delivered on the day requested. |
98% |
98% |
|
| Supply interruptions do not exceed eight hours in the summer months and 48 hours in the winter. |
100% |
100% |
|
| Customers are informed by SMS when there is a supply interruption and again when it is restored. Within two hours. |
100% |
100% |
|
Water Districts
Water Districts Service Standards
| Service Standards |
2024/25 Target |
2024/25 Result |
Achieved |
| Supply interruptions do not exceed 96 hours. |
0 |
100% |
|
Diversions
Diversions Service Standards
| Service Standards |
2024/25 Target |
2024/25 Result |
Achieved |
| Customer access to groundwater is managed through seasonal allocations which are announced in accordance with relevant management plans. |
100% |
100% |
|
| Access to unregulated stream flows is managed in accordance with restriction triggers in Local Management Rules. |
100% |
100% |
|
| Customers receive notification in writing (through SMS, email or written letters) within 24 hours. |
100% |
100% |
|
Bulk Water
Bulk Water Service Standards
| Service Standards |
2024/25 Target |
2024/25 Result |
Achieved |
| The ability of each regulated system to deliver water to meet customer demand as a percentage of time. |
99% |
99% |
|
| The ability of each regulated system to maximise harvesting opportunities up to 100% of the design storage capacity as a percentage of time. |
100% |
100% |
|
| Minimum flow requirements for regulated waterways as specified in the relevant bulk entitlements are satisfied as a % of time. |
98% |
99% |
|
| Seasonal determination announcements for regulated systems to be made within defined timeframes each month. |
100% |
100% |
|
| Risk of spill announcements for relevant regulated systems to be made within defined timeframes each month. |
100% |
100% |
|
| Advise urban water suppliers of incidents and operations that could affect raw water quality at a town offtake. |
95% |
100% |
|
Network Delivery Efficiency
Network Delivery Efficiency Service Standards
| Service Standards |
2024/25 Target |
2024/25 Result |
Achieved |
| Water delivered to customer properties through the closed piped network as a percentage of water extracted. |
92% |
N/A |
An accurate assessment of this service measure will occur at the end of the water year when all customer meters are read. Manual meter reading is only able to be measured at the end of the year.
|
| Water delivered to customer properties through the open channel network as a percentage of water extracted. |
85% |
87% |
|