Target 60 this summer

In your home

In your garden

Sprinklers and outdoor water use

• What are my watering days?
• The dos and don'ts for sprinklers and outdoor use
• Watering exemptions
• Programming your sprinklers
• Sprinkler run times

Waterwise plants for WA

• Glossary
• Common name listing
• Botanical name listing

Water saving programs

• H2ome Smart
• H20 Smart
• Rainwater Reward
• Showerhead Swap
• Toilets to go
• Waterwise Approved
  • Waterwise Approved Products
  • Waterwise Display Villages
  • Waterwise Land Developments
  • Waterwise Partners
• Waterwise Specialists
• Waterwise Councils

Customers are our highest priority and we strive to be recognised for excellence in customer service.

In the event of us not meeting our high standard of service to you, we make a commitment in seven key areas of service.

Our Service Commitment Scheme covers:

	Water Services

	Enquiries and Complaints

	Fee for Service

Water services

DIRTY WATER - Stained and/or Soiled Laundry
We strive to provide water of a consistent aesthetic appearance, although we recognise that in some instances noticeable variations may occur, without risk to your health.

Our Commitment:
Where, as a consequence of our systems or actions, you have suffered stained and/or soiled laundry;

• We will assist in the reinstatement or replacement of any items of laundry affected,
• If these items of laundry are irretrievably damaged and replacement is not viable, we will negotiate an appropriate settlement on a case by case basis.

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PRESSURE & FLOW
We will endeavour to provide, at the outlet of your meter, water at a pressure and flow that meets our commitment to you in the Customer Charter. There will be occasions where this is not entirely possible or where variations are unavoidable.

Our Commitment:
If you are experiencing poor (low or excessive) pressure or flow, we will be on site within 2 business days of you advising us, or at a mutually agreed time.

• We will conduct a water pressure or flow test free of charge and take steps necessary to rectify the problem.
• If as a result of our systems or actions you have subsequently suffered loss or damage to property or equipment, we will assist in the reinstatement or replacement of that loss or damage incurred.
• If the property or equipment is irretrievably damaged and replacement is not viable, we will negotiate an appropriate settlement on a case-by-case basis.

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INTERRUPTION TO SUPPLY - Planned and/or Unplanned Maintenance

While we make every effort to minimise interruption to your water supply, we will on occasion need to carry out planned or unplanned (e.g. bursts pipes) maintenance on our services.

Our Commitment: ("planned & unplanned" maintenance)

• If your standard supply of "drinking" water is interrupted for more than 6 hours of our becoming aware, we will arrange an alternate temporary supply of "essential" drinking water upon request.
• If in any 12 month period you have registered more than three separate confirmed interruptions to a property's "drinking" water supply of more than one hour, we will apply a 100,000 litre special allowance against your current year water use account.

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INSTALLATION OF SERVICES - Standard Property Connections

Once the Conditions of Connection (including fees and charges) are satisfied, we will install or activate the water standpipe within 10 business days of approval or at a mutually agreed date and time.

Our Commitment:
If as a direct result of delays caused by us you have incurred undue expense;

• We will negotiate an appropriate settlement on a case by case basis.

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FLOODING AND WASTEWATER OVERFLOW

We aim to minimise the occurrence and impact to customers' properties from water flooding resulting from bursts or leaks in our mains, or from wastewater overflows from our systems, or from any activities performed by us.

Our Commitment:
If flooding from our water mains or a wastewater overflow occurs we will attend promptly and reinstate the service, minimising discharge and damage.

• We will repair, replace or "make good" any disruption, damage or loss to property, to a standard as close as possible to the original condition.
• In the event you have incurred undue expense or such property is irretrievably damaged and replacement is not viable, we will negotiate an appropriate settlement on a case by case basis.
• If we are unable to agree on the "make good" provisions, we shall at our own expense, arrange an independent professional assessor to assist and determine reasonable reinstatement compensation.

Enquiries and complaints

WRITTEN COMPLAINTS

Our Commitment:
We will investigate and resolve all written complaints about our products or services within 15 business days of you contacting us.

• If we fail to adequately resolve your complaint within the 15 business days prescribed or within the mutually agreed time, we will provide you with advice and assistance in its referral for independent investigation, conciliation or arbitration provided for in our Customer Charter and under the terms of our Operating Licence.

Fee for service

WATER METER TESTS – Registration Accuracy

If you believe your meter is faulty and not registering correctly, we provide a meter registration testing service, for a prepaid fee, for individual customers and industry groups.

Our Commitment:
We will conduct a meter registration test for the prescribed fee within 10 business days of receiving your request, or at a mutually agreed day or time.

Where the meter is found to be operating outside prescribed tolerances (fast or slow) we will:

• Refund your prepaid fee or credit it to your water use account
• Adjust your water use account,
• Replace the meter at our cost