Our Performance

Related Links

	Customer Charter
	Service Commitment Scheme

The Water Corporation endeavours to provide you with high quality customer service in a variety of ways. To ensure this high level of service is maintained we continually monitor our customer service performance.

We are proud to show you our latest monthly performance results.

Telephone Responsiveness

To ensure that each call is satisfactorily managed, we measure telephone responsiveness based on the percentage of calls answered within 20 seconds. This graph shows that we continue to perform well against targets set each year.

% of Telephone Calls answered within 20 seconds


	Result Achieved (%)	Target (%)
Apr-08	75	70
May-08	74	70
Jun-08	72	70
Jul-08	73	70

We have also achieved a 98% resolution of telephone calls ‘on the spot’ for your convenience.

Written Customer Correspondence & Complaints

We have Corporate targets to resolve 90% of general written enquiries within 10 working days. We also aim to resolve 90% of written complaints within 21 calendar days of receiving them. The graphs show our excellent performance against these targets.

% of General Written Enquires responded to on time


	Result Achieved (%)	Target (%)
Apr-08	95	90
May-08	100	90
Jun-08	90	90
Jul-08	96	90

% of Written Customer Complaints responded to on time


	Result Achieved (%)	Target (%)
Apr-08	100	90
May-08	100	90
Jun-08	99	90
Jul-08	98	90

Installation of New Services

When a new water connection is requested we aim to complete connection within 10 working days, or at an agreed time. The graph below shows how we are performing against those targets.

Unfortunately the target was not achieved this month.

% of New Water Connections Installed within agreed time


	Result Achieved (%)	Target (%)
Apr-08	96	94
May-08	97	94
Jun-08	95	94
Jul-08	93	94

Responsiveness to Water Quality faults

To minimise inconvenience to you we aim to respond to more than 95% of reported water quality problems within 2 hours or an agreed time.

A higher level of activity stretched our resources in July - we will work hard to regain the target.

% Responsiveness to Water Quality Faults


	Result Achieved (%)	Target (%)
Apr-08	94	95
May-08	98	95
Jun-08	95	95
Jul-08	94	95

Responsiveness to Wastewater Overflows

We have worked hard to ensure we attend wastewater overflows within 2 hours

% Responsiveness to Wastewater Overflows


	Result Achieved (%)	Target (%)
Apr-08	99	95
May-08	99	95
Jun-08	99	95
Jul-08	95	95