Guaranteed Service Levels 2023-2028
| Approved service level obligation | Approved payment ($) | Number to June 2026 |
|---|---|---|
| Subject to exclusions, if there are more than two unplanned interruptions to the service supplying water to the customer’s property in any 12-month period | 100 | 152 |
| Subject to exclusions, if there is a sewage spill in a customer’s house | 500 | 12 |
| Subject to exclusions, if there is a sewage spill on a customer’s property | 100 | 89 |
| If Wannon Water restricts the water supply of, or takes legal action against, a residential customer prior to taking reasonable endeavours to contact the customer and provide information about help that is available if the customer is experiencing difficulties paying | 300 | 0 |
Customer service performance indicators 2023-2028
Our Key Performance Indicators and targets for the five-year period from July 2023 to June 2028 have been approved by the ESC and are included in our Customer Charter.
| Service Standard | Annual target | Actual to June 2026 |
|---|---|---|
| Unplanned water supply interruptions (per 100km) | 6 | 7.2 |
| Average time taken to attend bursts and leaks – priority 1 (minutes) | 22 | 6 |
| Average time taken to attend bursts and leaks -priority 2 (minutes) | 24 | 42 |
| Average time taken to attend bursts and leaks – priority 3 (minutes) | 51 | 105 |
| Unplanned water supply interruptions restored within five hours (per cent) | 95% | 97.3% |
| Planned water supply interruptions restored within five hours (per cent) | 97% | 100% |
| Average unplanned customer minutes off water supply (minutes) | 6.0 | 7.24 |
| Average planned customer minutes off water supply (minutes) | 5.0 | 2.34 |
| Average unplanned frequency of water supply interruptions (number) | 0.05 | 0.09 |
| Average planned frequency of water supply interruptions (number) | 0.03 | 0.03 |
| Average duration of unplanned water supply interruptions (minutes) | 138 | 77 |
| Average duration of planned water supply interruptions (minutes) | 149 | 93 |
| Number of customers experiencing more than five unplanned water supply interruptions in the year (number) | 0 | 0 |
| Service standard | Annual target | Actual to March 2026 |
|---|---|---|
| Sewage blockages (per 100km) | 18 | 29 |
| Average time to attend sewer blockage/spill (minutes) | 40 | 30 |
| Average time to rectify a sewer blockage/spill (minutes) | 114 | 128 |
| Spills contained within five hours (per cent) | 97% | 97.6% |
| Customers receiving more than three blockages in the year (number) | 0 | 0 |
| Service standard | Annual target | Actual to Dec 2025 |
|---|---|---|
| Complaints to EWOV (per 1000 customers) | 1.20 | 0.50 |
| Telephone calls answered within 30 seconds (per cent) | 96% | 97.8% |
Customer Outcomes Report
See how we're performing against our six customer outcomes.
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