Our annual services
What we do
Corporate plan reference
Target service levels
Procedure reference ( where applicable )
Water billing process inputs Meter reading |
2.2.2 |
2 billing periods with reading dates within 14 days of 30 November |
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and 31 May . |
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Concessions
• dialysis patients
• major leaks
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2.2.4 |
Administered in accordance with Council ’ s policies . |
W19 |
Programmed maintenance
Water mains ( Hydrants , valves , mains )
Water equipment ( Dosing equipment , reservoir cleaning , bore pumps , booster pumps , lift pumps )
1.1.9
Reactive maintenance / customer service
New connections and other alterations to water services
In accordance with the approved program .
In accordance with the approved program .
Upon request . Works completed within 20 working days of receipt of application and fee . If required , a quote will be provided within the 20 day period .
WO7 , W16
Reconnections |
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Upon request . Works completed within 5 days . |
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Response to urgent incidents |
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Response within Council ’ s adopted Customer Service Standards . |
AO5 |
and complaints ( pressure , |
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Complaint management in accordance with Council ’ s Complaint |
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quality ) |
1.1.9 |
Management Policy and Process .
Data collected on the number of complaints , complaint details and
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WO6 |
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the actions undertaken . |
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Target for response to urgent incidents - Amby , Jackson , |
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Muckadilla , Mungallala - less than or equal to 240 mins . Other |
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areas - less than or equal to 120 mins . |
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Notification of planned interruptions
User pays services
Sale of water from standpipes
Determination of water meter location and other service infrastructure
Meter testing / investigation
Replacement of damaged or destroyed meters
Access to water facilities
Inspections for extension to , or alteration of the network
1.1.9
48 hours ’ notice if not urgent with media release and letter box drop .
Upon request .
Fees in accordance with Council ’ s adopted Fees & Charges Register .
Inspection and quote within 20 working days . -
Washdown facilities Maintenance as required . Access and billing through the national Avdata washdown systems .
Policy development and reviews |
Customer service standards |
1.1.9 , 2.2.2 |
Review every 5 years . |
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Fees and charges register |
1.1.9 , 2.2.2 , |
Review conducted in accordance with the published budget timetable . |
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2.2.9 |
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Asset management plan |
1.1.2 |
Annual review . |
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W13
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- W21
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WO2
Our plans for 2021 / 22
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