Key Performance Indicators
Customer service performance indicators 2018-2023
Wannon Water's Key Performance Indicators (KPIs) and targets for the 5-year period from July 2018 to June 2023 have been approved by the Essential Service Commission (ESC) and are included in Wannon Water's Customer Charter.
|
Service Standard |
Annual Target |
Actual to September 2019 |
|
Water |
||
| Unplanned water supply interruptions (per 100km) |
9.2 |
6.24 |
| Average time taken to attend bursts and leaks (priority 1) |
21 |
0 |
| Average time taken to attend bursts and leaks (priority 2) |
30 |
21 |
| Average time taken to attend bursts and leaks (priority 3) |
85 |
40 |
| Unplanned water supply interruptions restored within 5 hours (per cent) |
98% |
97.5% |
| Planned water supply interruptions restored within 5 hours (per cent) |
96% |
98.6% |
| Average unplanned customer minutes off water supply (minutes) |
5.0 |
4.90 |
| Average planned customer minutes off water supply (minutes) |
2.0 |
3.21 |
| Average unplanned frequency of water supply interruptions (number) |
0.06 |
0.046 |
| Average planned frequency of water supply interruptions (number) |
0.020 |
0.026 |
| Average duration of unplanned water supply interruptions (minutes) |
80 |
106 |
| Average duration of planned water supply interruptions (minutes) |
135 |
122 |
| Number of customers experiencing more than 5 unplanned water supply interruptions in the year (number) |
0 |
0 |
| Unaccounted for water (per cent) |
14.0% |
0% |
|
Sewage |
||
| Sewage blockages (per 100km) |
30 |
24 |
| Average time to attend sewer blockage/spill (minutes) |
35 |
22 |
| Average time to rectify a sewer blockage/spill (minutes) |
117 |
109 |
| Spills contained within 5 hours (per cent) |
99% |
96.3% |
| Customers receiving more than 3 blockages in the year (number) |
0 |
0 |
|
Customer Service |
||
| Complaints to EWOV (per 1000 customers) |
1.20 |
0.94 |
| Telephone calls answered within 30 seconds (per cent) |
96.0% |
98.7% |
Guaranteed Service Levels 2018-2023
| Approved service level obligation |
Approved payment ($) |
No. from July 2019 to September 2019 |
| 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 |
78 |
| Subject to exclusions, if there is a sewage spill in a customer's house |
500 |
1 |
| Subject to exclsuions, if there is a sewage spill on a customer's property |
100 |
15 |
| 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 |
