Our Service Commitment Scheme
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Customers are our highest priority and we strive to be recognised for excellence in customer service.
In the event of us not meeting our high standard of service to you, we make a commitment in eight key areas of service.
Our Service Commitment Scheme covers:
Drinking Water
DIRTY WATER - Stained and/or Soiled Laundry
We strive to provide water of a consistent aesthetic appearance, although we recognise that in some instances noticeable variations may occur, without risk to your health.
Our Commitment:
Where, as a consequence of the Corporation's systems or actions, you have suffered stained and/or soiled laundry;
- We will assist in the reinstatement or replacement of any items of laundry affected,
- If these items of laundry are irretrievably damaged and replacement is not viable, we will negotiate an appropriate settlement on a case by case basis.
PRESSURE & FLOW
We will endeavour to provide, at the outlet of your meter, water at a pressure and flow that suits your needs. There will be occasions where this is not entirely possible or where variations are unavoidable.
Our Commitment:
If you are experiencing poor (low or excessive) pressure or flow, we will be on site within 2 working days of notice or at an agreed time.
- We will conduct a water pressure or flow test free of charge and take steps necessary to rectify the problem.
- If as a result of our systems or actions you have subsequently suffered loss or damage to property or equipment, we may assist in the reinstatement or replacement of that loss or damage incurred.
- If the property or equipment is irretrievably damaged and replacement is not viable, we will negotiate an appropriate settlement on a case-by-case basis.
INTERRUPTION TO SUPPLY - Planned and/or Unplanned Maintenance
While we make every effort to minimise interruption to your water supply, we will on occasion need to carry out planned or unplanned (e.g. bursts pipes) maintenance to maintain services.
Our Commitment: ("planned & unplanned" maintenance)
- If your standard supply of "drinking" water is interrupted for more than 6 hours of our becoming aware, we will arrange an alternate temporary supply of "essential" drinking water upon request.
- If in any 12 month period you have registered more than 3 separate confirmed interruptions to a property's "drinking" water supply of more than 1 hour, we will apply a 100,000 litre special allowance against your current year consumption account.
INSTALLATION OF SERVICES - Standard Property Connections
Once the conditions of approval (including fees and charges) are satisfied, we will install or activate the water standpipe within 10 business days of approval or at an agreed date and time.
Our Commitment:
If as a direct result of delays caused by the Corporation you have incurred undue expense;
- We will negotiate an appropriate settlement on a case by case basis.
FLOODING - Bursts & Leaks
We aim to minimise the occurrence and impact of water flooding to customers' properties resulting from bursts or leaks from our mains and pipes or activities performed.
Our Commitment:
If flooding from the Corporation's water mains occurs we will attend promptly and reinstate the service, minimising discharge and damage.
- We will repair, replace or "make good" any disruption, damage or loss to property, to a standard as close as possible to the original condition.
- In the event you have incurred undue expense or such property is irretrievably damaged and replacement is not viable, we will negotiate an appropriate settlement on a case by case basis.
- If we are unable to agree on the "make good" provisions, we shall at our own expense, arrange an independent professional assessor to assist and determine reasonable reinstatement compensation.
Wastewater
WASTEWATER OVERFLOW – Onto Property
We aim to minimise the occurrence and impact of wastewater overflow to customers' properties resulting from our systems or activities performed.
Our Commitment:
If an overflow onto a property occurs, we will attend promptly and reinstate the service, minimising further discharge or damage.
- We will repair, replace or "make good", any disruption, damage or loss to property to a standard as close as possible to the original condition.
- In the event you have incurred undue expense or such property is irretrievably damaged and replacement is not viable, we will negotiate an appropriate settlement on a case by case basis
- If we are unable to agree on the "make good" provisions, we shall at our own expense, arrange an independent professional assessor to assist and determine reasonable reinstatement compensation.
Enquiries and Complaints
WRITTEN COMPLAINTS
Our Commitment:
We will investigate and resolve all written complaints about our products or services within 21 days of contacting us.
- If we fail to adequately resolve your complaint within the 21 days prescribed or within the mutually agreed time, we will provide you with advice and assistance in its referral for independent investigation, conciliation or arbitration provided for in our Customer Charter and under the terms of our Operating Licence.
Fee for Service
WATER METER TESTS – Registration Accuracy
If you believe your meter is faulty we provide a meter registration testing service, for a prepaid fee, for individual customers and industry groups.
Our Commitment:
we will conduct a meter registration test for the prescribed fee within 10 working days of receiving your request, or at a mutually agreed day or time.
Where the meter is found to be operating outside prescribed tolerances (fast or slow) we will:
- Refund or credit to your consumption account your prepaid fee,
- Adjust your consumption account,
- Replace the meter at no cost.