Our service commitment
Shoalhaven Water is committed to providing our customers with high quality water and wastewater services. Part of our Business Vision, Mission and Values is to “strive to understand and exceed customer expectation and satisfaction with an emphasis on quality service, consultation and continuous improvement”. As part of this commitment and to continually measure the services being provided, Shoalhaven Water has negotiated and jointly agreed with our customers on the range of services we provide including response times and Level of Service.
You can view the full document opposite but a small extract is shown below as an example of our commitment to our customers:
Our response times to system failures is based on various levels of priority as follows;
Water supply services
Priority 1
Failure to maintain continuity of quality of supply to large number of customers or a critical user at a critical time.
Response Times -
- 1 hour (business hours)
- 2 hours (after hours)
Typical cause–
- Pump station failure
- Water treatment plant malfunction
Typical effects–
- Major property damage
- Personal injury or risk to public health
- Major environmental impact
Priority 2
Failure to maintain continuity or quality of supply to a small number of customers or to a critical user at a non-critical time.
Response Times -
- 2 hours (business hours)
- 3 hours (after hours)
Typical cause -
- Minor main break
- Leaking property connection
Typical effects –
- Minor property damage
- Minor environmental damage
Priority 3
Failure to maintain continuity or quality of supply to a single customer,
Response Time -
- 1 working day
Typical cause -
- Leak from water main
- Leak from hydrant
- Partial failure of property connection
Priority 4
Minor problem of complaint which can be dealt with at a time convenient to the customer and Council.
Response Time -
- 3 working days
Typical cause –
- Minor leak from water meter service
Wastewater services
Priority 1
A major failure to contain sewage within the sewer system.
Response Times -
- 1 hour (business hours)
- 2 hours (after hours)
Typical cause –
- Break, collapse, choke (blockage), overloading of the system
- failure of pumping station
- extended wet weather
Typical effects –
- Major property damage
- Personal injury or risk to public health
- Major environmental impact
Priority 2
A minor failure to contain sewage within the sewer system.
Response Times -
- 2 hours (business hours)
- 3 hours (after hours)
Typical cause -
- Cracked pipe or partial blockage of the sewer
Typical effects –
- Surcharge outside a building, not posing a health risk
- minor property damage
- minor environmental damage
Priority 3
A minor failure to contain sewage affecting a single property,
Response Time -
Within a working day
Typical cause -
- Partial main line choke
- partial house service choke
- broken junction connection.
Priority 4
A minor problem or complaint which can be dealt with at a time convenient to the customer and Council.
Response Time -
- Within 2 weeks