Council has adopted its first Water and Sewer Customer Charter and Customer Complaints Management Framework with a focus on better outcomes for customers.

Council’s Director of Water and Sewer, Jamie Loader said “we are pleased to have adopted our very first Water and Sewer Customer Charter. Developed with the community, the Charter outlines our standards of service and mutual responsibilities between Water and Sewer and our customers as described by our newly customer-defined water and sewer values.”

Council’s Water and Sewer continues to keep the community informed on performance and progress with the publication of Water and Sewer’s bi-annual Delivery Plan Progress Report (January-June 2023) and its annual Performance Report 2022-2023 on our website.

Water and Sewer’s Delivery Plan focuses on improving reporting to our community, enhancing our community engagement and making improvements in service reliability of our water and sewer assets.  

“Regarding the Performance Report, this is our second report to the community, now being customer-defined with greater focus on explaining the contributing factors impacting outcomes. It provides our community with an update on our water and sewer operations and service performance.” Mr Loader said.

Water and Sewer continues to work steadily towards improving services and meeting customer expectations. 

The Performance Report addresses water quality and reliability outcomes with improvements underway including ongoing cleaning programs and an increase in water mains renewals. Works at Somersby Water Treatment Plant and new a major upgrade to Mardi Water Treatment Plant commencing later this year are also expected to improve water quality.

“The Performance Report coincides with the first financial year of our current IPART Determination. Year one of this four-year Determination lays the platform for ongoing developments that focus on delivering long-term improvements to our water and sewer assets to provide maximum value and meet our customers’ needs.” Mr Loader said.

Water and Sewer has also drafted a new, customer-informed, Water and Sewer Community Engagement and Education Strategy. It sets out how we will improve our engagement with our customers, and community education so that we can all work better as a water-smart community. Currently on public exhibition, you can have your say at Your Voice Our Coast until 26 October.  

Council Administrator Rik Hart said the water and sewer community consultation and subsequent planning and reporting, demonstrates Council’s authentic commitment to moving forward with transparency and accountability in collaboration with the community.

“We are committed to providing a customer-centric, resilient, and sustainable water future. The delivery of water and sewer services is a shared responsibility with customers. Together we will manage our region’s challenges and plan for a sustainable future.” Mr Hart said.

To learn more, search ‘Water and Sewer Customer Charter’, ‘Water and Sewer Customer Complaints Management Framework’, ‘Water and Sewer Performance Report’, or ‘Water and Sewer Delivery Plan Progress Report’ at centralcoast.nsw.gov.au.

ENDS