Independent Pricing and Regulatory Tribunal (IPART) has released its latest water utility customer satisfaction quarterly survey results about Council’s Water and Sewer services. The survey results indicate that across September to November 2023 Water and Sewer’s value for money, trust and reputation have gradually increased with the overall customer satisfaction level remaining stable from the increase in March 2023.

Council Director for Water and Sewer Jamie Loader said the survey results are indicative of progress and improved accountability to the community in delivering on water and sewer customer expectations.

“Since the IPART survey began in 2020 we have worked steadily with a focus on delivering on our promises to our community and placing the customer at the centre of everything we do.

“Some of the work we have delivered over the past twelve months to help build trust and improve service transparency and accountability with the community includes:

•    Adoption of our first Water and Sewer Customer Charter and Customer Complaints Management Framework delivering on our commitment to our community and to ensure that our customers continue to be at the centre of our services.
•    Ongoing community engagement through forums, surveys, community education and more, to ensure that Council’s water and sewer services and investments are focused towards the areas that our customers and community value most.
•    Development of a customer-informed, Water and Sewer Community Engagement and Education Strategy. This sets out how we are improving our community education and the different ways we listen, talk, and communicate with our community as we make important decisions that can affect customers, the environment or the delivery of our water and sewer services.
•    Keeping the community informed on performance and progress with the publication of Water and Sewer’s bi-annual Delivery Plan Progress Reports and its annual Performance Reports available on Council’s website.

“IPART’s determination supports Council to improve its services as we build trust with customers and the community. The recent IPART survey results demonstrate the progress we are making in delivering on our promises to IPART and our customers,” Mr Loader said.

Council’s Administrator, Rik Hart said that Water and Sewer continues to work steadily towards improving services and meeting customer expectations.

“Council is committed to working closely with the community to understand and deliver on their values and needs, ensuring that these drive our business outcomes and future performance of the water and sewer services,” Mr Hart said.

IPART is an independent NSW Government authority that helps NSW residents receive safe and reliable services at a fair price. IPART’s next survey is expected to be published by March 2024.

To read the report search ‘customer satisfaction survey results - November 2023’ at ipart.nsw.gov.au

ENDS