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WATER & WASTE COMMITTEE

21 OCTOBER 2009

2 CUSTOMER SERVICE STANDARDS Jacqueline Perkowicz JP: 24/1/5-35: #2329747

RECOMMENDATION: That the updated Customer Service Standards be endorsed.

INTRODUCTION: The Water Supply (Safety and Reliability) Act 2008, s.115 requires Water Service Providers to develop Customer Service Standards for the delivery of water and wastewater services. Under s.120, Water Service Providers are required to annually review their Customer Service Standards. Water and Waste’s Customer Service Standards are currently contained in the Total Management Plan. The Customer Service Standards have recently been reviewed and revised. The purpose of this report to seek endorsement of the revised Customer Service Standards for the next 12 months.

BACKGROUND: According to the Water Supply (Safety and Reliability) Act 2008 s.113, the purpose of the Customer Service Standards is to protect those customers who do not have a formal contract for service delivery with the service provider. The Customer Service Standards must include the following: 1. The level of service to be provided by the service provider; 2. The process for service connections, billing, metering, accounting, customer

consultation, complaints and dispute resolution; 3. Any other matter stated in guidelines issued by the regulator for preparing

Customer Service Standards.

COMMENT: Water and Waste reports on key indicators in the Customer Service Standards on a monthly basis via the monthly operational plan report to the Water and Waste Committee. The Water and Waste Senior Management Team have recently conducted a review of the Customer Service Standards.

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No major changes have been made to the Customer Service Standards. Some minor improvements have been made as follows: 1. Average Interruption Duration Target has been reduced from 2.4 hours to 1.5

hours. 2. System Water Loss has been amended to match the standard industry

performance indicator of Real Water Losses (litres/per connection per day) 3. Response time to sewage incidents (all events) has been tightened from 95%

within 24 hours to 98% within 24 hours. 4. Response time to sewage incidents (emergency) has been tightened from 95%

within 1 hour to 98% within 1 hour. 5. Number of missed kerbside waste and kerbside recycled services target has been

linked to the number of services provided to allow for service growth. 6. A zero target has been applied for the number of properties that do not receive 48

hours advance notice for planned water and sewerage works. 7. Indicator for missed bin services has been changed to 1 per 5000 services.

CONSIDERATIONS: Corporate and Operational Plans: The Customer Service Standards are linked to the following Corporate Plan Key Goals: • 1. Caring for the Environment • 4. Delivering Services and Infrastructure • 6. Striving for Organisational Excellence The Customer Service Standards help form the basis of the Water and Waste Operational Plan and key Customer Service Indicators are reported on monthly. Statutory: The Water Supply (Safety and Reliability) Act 2008 requires all Water Service Providers to have documented Customer Service Standards. The standards are also included in the Strategic Asset Management Plan (SAMP) and Total Management Plan (TMP) as required by the Department of Environment and Resource Management, Office of the Water Supply Regulator. Policy: The current Customer Service Standards are included in the Water and Waste Combined Total Management Plan and Strategic Asset Management Plan, endorsed by Council in September 2008. Financial and Risk: There is no direct financial risk associated with this document.

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Sustainability: The updated Customer Service Standards will ensure continued compliance with the Water Supply (Safety and Reliability) Act 2008.

CONSULTATION: The Customer Service Standards have been updated via internal review and research on Customer Service Standards from relevant water service providers nationally.

OPTIONS: The Council could choose to either endorse the revised Customer Service Standards or to maintain the existing document (now out of date).

CONCLUSION: It is recommended that the updated Customer Service Standards be endorsed.

ATTACHMENTS: #1233797v3 Customer Service Standards. Jacqueline Perkowicz Business Process Officer Bruce Gardiner General Manager Water and Waste

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