Freedom of Information Application

27 November 2020

Dear

Freedom of Information application I refer to your application under section 30 of the Freedom of Information Act 2016 (the Act), received by Icon Water Limited on 02 November 2020, in which you sought access to information in relation to all expert reports and/or assessments to establish the cause of a burst water main which affected the NRMA insured properties in Pennefather Street and Castieau Street, Higgins, ACT 2615.

I am an Information Officer appointed under section 18 of the Act to deal with access applications made under Part 5 of the Act.

Icon Water is required to provide a decision on your access application by 27 November 2020

Decision on access You have requested documents relating to expert reports and/or assessments in relation to the above mentioned water burst. We have provided Icon Water’s emergency management system (Noggin) files in relation to this event. This includes a post-incident report and a failure investigation report.

Please note names, faces and contact details of Icon Water personnel have been redacted from these documents, as have personal details of members of the public to protect the privacy of the individuals. Online publishing – disclosure log Under section 28 of the Act, Icon Water maintains an online record of access applications called a disclosure log. Your original access application, my decision and documents released to you in response to your access application will be published in the Icon Water disclosure log after 4 December 2020. You may view the Icon Water’s disclosure log at http://www.iconwater.com.au/About/Contact- Us/Freedom-of-Information.aspx.

Ombudsman review My decision on your access request is a reviewable decision as identified in Schedule 3 of the Act. You have the right to seek Ombudsman review of this outcome under section 73 of the Act within 20 working days from the day that my decision is published in Icon Water’s disclosure log, or a longer period allowed by the Ombudsman.

Level 5, 40 Bunda Street, Canberra ACT 2600 Icon Water Limited GPO Box 366 Canberra ACT 2601 ABN 86 069 381 960 iconwater.com.au

If you wish to request a review of my decision you may write to the Ombudsman at: The ACT Ombudsman GPO Box 442 CANBERRA ACT 2601 Via email: [email protected]

ACT Civil and Administrative Tribunal (ACAT) review Under section 84 of the Act, if a decision is made under section 82(1) on an Ombudsman review, you may apply to the ACAT for review of the Ombudsman decision.

Further information may be obtained from the ACAT at: ACT Civil and Administrative Tribunal Level 4, 1 Moore St GPO Box 370 Canberra City ACT 2601 Telephone: (02) 6207 1740 http://www.acat.act.gov.au/

If you have any queries concerning the processing of your request, or would like further information, please contact me on 02 6180 6163.

Yours faithfully

Alison Pratt Information Officer

Incident

Name Water Main burst in Higgins Incident number 10632

Status Inactive

Commenced 02/05/2019 10:20 Finished 03/05/2019 10:00

Business Continuity Severity Severity 1 level

Incident origin Kingsford Smith Dr

Canberra Australian Capital Territory 2614

AUS

Incident management

Icon Water Officer-in-charge Role Icon Water Recovery Coordinator

Icon Water incident 12 Hoskins Street Phone management centre/point Mitchell ACT

Lead/combat agency Icon Water

Noggin Administrator Incident last modified 16/09/2019 08:36

Incident description

Situation

The 600 mm main has been been repaired, refilled and flushing of the affected zone has resolved water discolouration issues.

Affected schools have been visited this morning and clear water confirmed in the network. Some minor flushing of customer plumbing has been required to remove residual discolouration.

Trigger for activation of the Business Continuity Plan is no longer present. The severity level has been downgraded to level 1 and the recovery team has been stood down with recovery transitioning to management through normal business arrangements.

Damage information

Minor residual damage to roads and properties in the immediate vicinity of the break.

Potential for minor residual discolouration in customer plumbing until flushed.

Threat analysis

< 2 hours Potential for minor residual discolouration in customer plumbing.

2 - 6 hours Potential for minor residual discolouration in customer plumbing. 6 - 12 hours Nil.

12 - 24 hours Nil.

1 - 2 days Nil.

2 - 7 days Nil.

Control/recovery

Objectives

Final restoration and reporting.

Strategies

Ongoing messaging, restoration and reporting to be managed by relevant branches.

Related Events (0)

Related Assets (0)

Related Contacts (0)

Related Contact Groups (0)

Related Appointments (0) �� !� ��!� �� '�� ¹ 0 0.05 0.1 0.2 km

All network distribution data is the property of Icon Water and no warranty as to the accuracy or completeness of the information is provided. No liability for any loss or damage arising from the use of this information will be accepted. © Icon Water 2019

ACT Cadastral Information supplied by the ACT Environment & Sustainable Development Directorate. © ACT Gov. 2019

NSW Cadastre © NSW Dept. of Finance, Services and Innovation 2019

Extractor: arcgis Date: May 2, 2019 Icon Water | Icon Water A3

¹ 0 0.05 0.1 0.2 km

ACT Cadastral Information supplied by the ACT Environment & Sustainable Development Directorate. © ACT Gov. 2019

NSW Cadastre © NSW Dept. of Finance, Services and Innovation 2019

Extractor: arcgis Date: May 2, 2019 Icon Water | Icon Water A3

FRI 03 MAY 2019 Mediaportal Report

Burst main leaves streets underwater in Higgins Canberra Times, Canberra, General News, Andrew Brown 03 May 2019

Page 8 • 172 words • ASR AUD 719 • Photo: No • Type: News Item • Size: 113.00 cm² • ACT • Australia • National Press - Icon Water • ID: 1116017967 Download print article - Full text: 172 word(s), <1 min

Audience 14,995 CIRCULATION

Kruger says the flooding in the Higgins area has subsided according to Icon Water. She ... ABC Radio Canberra, Canberra, Afternoons, Paula Kruger 02 May 2019 3:05 PM Duration: 0 min 45 secs • ASR AUD 89 • ACT • Australia • Radio & TV - Icon Water • ID: X00078723517 Kruger says the flooding in the Higgins area has subsided according to Icon Water. She notes work is continuing to repair the burst water main. She says there might be some discolouration in water until this evening.

Audience 5,000 All, 3,000 MALE 16+, 2,000 FEMALE 16+

Water supply to Belconnen's suburbs and around Higgins have been restored after a ... ABC Radio Canberra, Canberra, 14:00 News, Newsreader 02 May 2019 2:03 PM Duration: 0 min 22 secs • ASR AUD 26 • ACT • Australia • Radio & TV - Icon Water • ID: X00078722861 Water supply to Belconnen's suburbs and around Higgins have been restored after a burst water main on Pennefather St caused significant flooding. Several houses have been impacted and St Francis Xavier College in Florey has sent its students home from school. Icon Water has advised residents may experience discoloured water and low pressure for the next 24 hours.

Audience 3,000 All, 2,000 MALE 16+, 1,000 FEMALE 16+

Higgins streets flooded after water main bursts Canberra Times by Andrew Brown 02 May 2019 1:30 PM 113 words • ASR AUD 9 • Internet - Icon Water • ID: 1115795853 Read on source site

Audience 4,864 UNIQUE DAILY VISITORS, 37 UNIQUE DAILY VISITORS

DISCLAIMER Isentia makes no representations and, to the extent permitted by law, excludes all warranties in relation to the information contained in the report and is not liable for any losses, costs or expenses, resulting from any use or misuse of the report. Burst water main floods Higgins CityNews 02 May 2019 1:02 PM 65 words • ASR N/A • Internet - Icon Water • ID: 1115788179 Read on source site

Audience N/A UNIQUE DAILY VISITORS, N/A UNIQUE DAILY VISITORS

Burst water main causes flooding and discoloured water in Higgins The RiotACT by Lachlan Roberts 02 May 2019 2:40 PM 73 words • ASR AUD 242 • Internet - Icon Water • ID: 1115815957 Read on source site

Audience N/A UNIQUE DAILY VISITORS, N/A UNIQUE DAILY VISITORS

Icon Water has turned off water in Belconnen after a water main burst in Higgins, causing flooding on several streets. Water discolouration and reduced pressure may be experienced in the area for the next 24 hours. Twitter 02 May 2019 12:56 PM 689 followers • Following 801 others • 801 tweets • Social Media - Icon Water • ID: DS0098436686 View original - Favourite - Retweet - Reply

@iconwater Why is Icon doing work that will take until 6 pm today in Holt & didn’t let residents know? I understand that sometimes there might be a sudden fault & you have to dash to repair it. I must see what the Minister has to say about this type of occurrence. So brown water. Twitter 02 May 2019 12:45 PM 32 followers • Following 0 others • 0 tweets • Social Media - Icon Water • ID: DS0098435347 View original - Favourite - Retweet - Reply

Burst water main in Higgins at Kingsford Smith/Castieau. Icon Water has turned off the mains and expect it to be rectified by 4pm #cbr #canberra Twitter 02 May 2019 11:51 AM 42,126 followers • Following 1,632 others • 1,632 tweets • Social Media - Icon Water • ID: DS0098428520 View original - Favourite - Retweet - Reply

@erstkate Hi Kate, @iconwater has just tweeted about a burst water main nearby. They are sharing updates about the situation on their account. Twitter 02 May 2019 11:30 AM 12,184 followers • Following 614 others • 614 tweets • Social Media - Icon Water • ID: DS0098425869 View original - Favourite - Retweet - Reply

COPYRIGHT For the internal research use of Mediaportal subscribers only. Not to be provided to any third party for any purpose without the express permission of Isentia. For further information contact [email protected] @duckbytheoboe @iconwater I don’t have any water in scullin! Twitter 02 May 2019 11:12 AM 6 followers • Following 55 others • 55 tweets • Social Media - Icon Water • ID: DS0098423790 View original - Favourite - Retweet - Reply

@iconwater Nice one ☝, thanks for quick response Twitter 02 May 2019 11:03 AM 68 followers • Following 369 others • 369 tweets • Social Media - Icon Water • ID: DS0098422669 View original - Favourite - Retweet - Reply

Hi @iconwater , any reason for my water to be this colour today ? I’m in Flynn, ACT https://t.co/IffkDVa5Oa Twitter 02 May 2019 10:52 AM 68 followers • Following 369 others • 369 tweets • Social Media - Icon Water • ID: DS0098421173 View original - Favourite - Retweet - Reply

Burst water main c https://t.co/Re4oGHoKvh via @W3LiveNews #AustralianCapitalTerritory #Flood #Watersupplynetwork #Higgins #IconWater Twitter 02 May 2019 10:56 PM 331 followers • Following 168 others • 168 tweets • Social Media - Icon Water • ID: DS0098528959 View original - Favourite - Retweet - Reply

@iconwater Thank you for your information. Hope everything gets to work well soon. Twitter 02 May 2019 10:00 PM 32 followers • Following 0 others • 0 tweets • Social Media - Icon Water • ID: DS0098522196 View original - Favourite - Retweet - Reply

@iconwater Is the water in Scullin safe to drink? https://t.co/oOcf5P8vu6 Twitter 02 May 2019 5:52 PM 295 followers • Following 262 others • 262 tweets • Social Media - Icon Water • ID: DS0098481720 View original - Favourite - Retweet - Reply

@iconwater

@AvaniDias

@BMcSport

@CaitlynGribbin

@AMA_ACT

@DrKyburz

‍ @ElizabethJByrne Twitter 02 May 2019 4:18 PM 42,125 followers • Following 1,633 others • 1,633 tweets • Social Media - Icon Water • ID: DS0098464234 View original - Favourite - Retweet - Reply

A number of streets in West Belconnen have been flooded following a water pipe burst. ... Prime7 ACT, Canberra, Prime News Update 19:15, Kurravi Piggott 02 May 2019 7:26 PM Duration: 0 min 17 secs • ASR AUD 123 • ACT • Australia • Radio & TV - Icon Water • ID: X00078726504 A number of streets in West Belconnen have been flooded following a water pipe burst. Icon Water has turned off the supply to homes in Higgins and is reminding residents to drink discoloured water which may appear over the next 24 hours.

Audience 11,000 All, 4,000 MALE 16+, 6,000 FEMALE 16+

Water is being restored in and around Higgins after a burst water main has caused ... ABC, Canberra, ABC News, Dan Bourchier 02 May 2019 7:13 PM Duration: 0 min 24 secs • ASR AUD 1,231 • ACT • Australia • Radio & TV - Icon Water • ID: X00078726487 Water is being restored in and around Higgins after a burst water main has caused significant flooding in the area this morning.

Audience 54,000 All, 24,000 MALE 16+, 28,000 FEMALE 16+

Audience 5,000 All, 2,000 MALE 16+, 3,000 FEMALE 16+ Interviewees Ray Hezkial, Managing Director, Icon Water [excerpt]

Water supply to Belconnen's suburbs and around Higgins have been restored after a ... ABC Radio Canberra, Canberra, 18:00 News 02 May 2019 6:03 PM Duration: 0 min 35 secs • ASR AUD 69 • ACT • Australia • Radio & TV - Icon Water • ID: X00078725574 Water supply to Belconnen's suburbs and around Higgins have been restored after a burst water main caused significant flooding. Icon Water managing director Ray Hezkial says they are now repairing the pipe.

Audience 5,000 All, 2,000 MALE 16+, 3,000 FEMALE 16+ Interviewees Ray Hezkial, Managing Director, Icon Water

A burst water main has caused havoc in Higgins, flooding streets and forcing two local ... WIN Canberra, Canberra, WIN News, Geoff Phillips 02 May 2019 6:02 PM Duration: 0 min 25 secs • ASR AUD 167 • ACT • Australia • Radio & TV - Icon Water • ID: X00078725651 A burst water main has caused havoc in Higgins, flooding streets and forcing two local schools to close early. Repairs to the infrastructure in Kingsford Smith Drive are underway. Icon Water says the mishap may reduce pressure across Belconnen.

Audience 11,000 All, 6,000 MALE 16+, 5,000 FEMALE 16+

Icon Water says the changing weather might be to blame for a burst water main which ... ABC Radio Canberra, Canberra, 17:00 News, Newsreader 02 May 2019 5:03 PM Duration: 0 min 34 secs • ASR AUD 80 • ACT • Australia • Radio & TV - Icon Water • ID: X00078727642 Icon Water says the changing weather might be to blame for a burst water main which caused significant flooding in the suburb of Higgins this morning. Icon managing director Ray Hezkial says the incident is not uncommon.

Audience 6,000 All, 2,000 MALE 16+, 4,000 FEMALE 16+

COPYRIGHT For the internal research use of Mediaportal subscribers only. Not to be provided to any third party for any purpose without the express permission of Isentia. For further information contact [email protected] Interview with Ray Hezkial, Managing Director, Icon Water. Vidot says heavy rain might ... ABC Radio Canberra, Canberra, Drive, Anna Vidot 02 May 2019 4:09 PM Duration: 8 mins 37 secs • ASR AUD 1,017 • ACT • Australia • National Broadcast - Icon Water • ID: X00078724806 Interview with Ray Hezkial, Managing Director, Icon Water. Vidot says heavy rain might not be so welcome for parts of Belconnen that are already dealing with the burst water main today from Higgins. She adds houses have been flooded and students were forced to go home while many have been left with discoloured water. Hezkial says the large water main burst on Kingsford Smith Drive caused disruption to their services. He states they are doing their best to fix the situation. He says burst water mains are uncommon in the ACT. He adds they were able to turn the water off in the area. He notes water engineers managed to redirect the flow of water. Hezkial says the discolouration of the water is not contaminated and should not be of any health concern. Vidot says St Francis Xavier College in Florey had to send students home. Hezkial says Saint John the Apostle school also had to do the same. He states there are seven suburbs that are aware of the situation. He adds Scullin was also impacted. He states they are working well with ACT Government agencies such as the Department of Health, the EPA, Roads ACT and more. He advises the people to give them a call when they encounter something wrong with their water. He says they are also providing updates via Twitter.

Audience 5,000 All, 2,000 MALE 16+, 3,000 FEMALE 16+ Interviewees Ray Hezkial, Managing Director, Icon Water

Interview with Ray Hezkial, Managing Director, Icon Water. Vidot says heavy rain might ... ABC Radio Canberra, Canberra, Drive, Anna Vidot 02 May 2019 4:09 PM Duration: 8 mins 37 secs • ASR AUD 1,017 • ACT • Australia • Radio & TV - Icon Water • ID: X00078724806 Interview with Ray Hezkial, Managing Director, Icon Water. Vidot says heavy rain might not be so welcome for parts of Belconnen that are already dealing with the burst water main today from Higgins. She adds houses have been flooded and students were forced to go home while many have been left with discoloured water. Hezkial says the large water main burst on Kingsford Smith Drive caused disruption to their services. He states they are doing their best to fix the situation. He says burst water mains are uncommon in the ACT. He adds they were able to turn the water off in the area. He notes water engineers managed to redirect the flow of water. Hezkial says the discolouration of the water is not contaminated and should not be of any health concern. Vidot says St Francis Xavier College in Florey had to send students home. Hezkial says Saint John the Apostle school also had to do the same. He states there are seven suburbs that are aware of the situation. He adds Scullin was also impacted. He states they are working well with ACT Government agencies such as the Department of Health, the EPA, Roads ACT and more. He advises the people to give them a call when they encounter something wrong with their water. He says they are also providing updates via Twitter.

Audience 5,000 All, 2,000 MALE 16+, 3,000 FEMALE 16+ Interviewees Ray Hezkial, Managing Director, Icon Water

Vidot says a burst water main in Higgins has caused four kinds of trouble. ABC Radio Canberra, Canberra, Drive, Anna Vidot 02 May 2019 4:05 PM Duration: 0 min 31 secs • ASR AUD 61 • ACT • Australia • Radio & TV - Icon Water • ID: X00078724731 Vidot says a burst water main in Higgins has caused four kinds of trouble.

Audience 5,000 All, 2,000 MALE 16+, 3,000 FEMALE 16+

COPYRIGHT For the internal research use of Mediaportal subscribers only. Not to be provided to any third party for any purpose without the express permission of Isentia. For further information contact [email protected] Flooding has subsided in Higgins as a burst water main is brought under control. 2CC, Canberra, 15:00 News, Newsreader 02 May 2019 3:03 PM Duration: 0 min 5 secs • ASR AUD 15 • ACT • Australia • Radio & TV - Icon Water • ID: X00078723771 Flooding has subsided in Higgins as a burst water main is brought under control.

Audience 7,000 All, 4,000 MALE 16+, 3,000 FEMALE 16+ Also broadcast from the following 1 station 2CA (Canberra)

COPYRIGHT This report and its contents are for the internal research use of Mediaportal subscribers only and must not be provided to any third party by any means for any purpose without the express permission of Isentia and/or the relevant copyright owner. For more information contact [email protected] DISCLAIMER Isentia makes no representations and, to the extent permitted by law, excludes all warranties in relation to the information contained in the report and is not liable for any losses, costs or expenses, resulting from any use or misuse of the report.

¹ 0 0.05 0.1 0.2 km

ACT Cadastral Information supplied by the ACT Environment & Sustainable Development Directorate. © ACT Gov. 2019

NSW Cadastre © NSW Dept. of Finance, Services and Innovation 2019

Extractor: arcgis Date: May 2, 2019 Icon Water | Icon Water A3 From: To: Subject: FW: St Francis Xavier - Higgins Burst - Feedback Date: Friday, 17 May 2019 11:00:39 AM Attachments: image001.png

Hi ,

As per my voice mail. I have added this email to Noggin as a log, but I am concerned it is not linked to the event?

Could you have a look? There are a few other notes that I have added over the last week and the same may apply.

Please let me know so I can get it closer to right next time!

Hope you have a had a good week!

From: Sent: Friday, 17 May 2019 10:56 AM To: < @iconwater.com.au> Cc: < @iconwater.com.au> Subject: St Francis Xavier - Higgins Burst - Feedback

Hi ,

This morning I spoke with , Business Manager from SFX.

When the dirty water was first noticed she called F&E. The operators were providing standard information that may be applicable for a resident (and did not recognise the unique situation that the school was in). What would have been helpful for SFX is if they were able to have been connected immediately with someone who could assist with understanding more details about the discolouration to support their decision making, assist in their messaging (and potentially explore whether there were any creative solutions that could be provided to assist the school). advised that many of the staff at SFX were relatively new to their roles and that it was frustrating that their did not have a single point of contact to provide advice.

advised that was incredibly helpful and supportive, but by the time he was in touch the decision regarding students being sent home had been made.

I thanked for the feedback (she was very pleased that we were following up on the schools experience).

The F&E staff clearly did an amazing job dealing with the quantity of calls that resulted from the burst. However, I wonder if a process could be considered to have callers who meet certain parameters escalated (Schools, child care centres, shopping centres etc… )?

Also, just to confirm St Thomas Aquinas did not send children home. They did however have a number of parents collect their children after siblings were collected from SFX. St Thomas had bottled water that was provided to students. Students were asked to bring in water bottles the next day and the school used our web info to provide general advice to local families (internal flushing use of appliances etc.) They were very understanding of situation and found the information available very helpful. The staff found the situation most challenging as they could not use their coffee machine!

I will paste this email in Noggin

Kind regards

External Relations Advisor Legal & Secretariat

Icon Water GPO Box 366 Canberra ACT 2601 T | Twitter | YouTube | LinkedIn Post-Incident Report Higgins Main Burst 2 May 2019

Post-incident Report – Higgins Main Burst 1 of 5 1 Executive Summary

On 2 May 2019, Icon Water responded to a 600mm main burst in Higgins ACT. The incident caused flooding in a residential area near the burst resulting in damage to property. The main burst and resulting back flow within the system resulted in discolouration to the water supply in the Belconnen area. The incident attracted customer inquiries, social media commentary, media attention and school closures in the area as a result of concerns over the discoloured water. In response, Icon Water declared a severity level 2 business continuity event and followed its Business Continuity Plan (BCP). An incident response team was formed within the thirty five minutes and the incident was rapidly assessed for scale, significance and appropriate response actions. Provision of service was returned by 11:00 and repairs to the main were undertaken efficiently by field staff.

1.1 Incident Summary At 10:20 on 2 May 2019, a 600mm main burst occurred in Higgins, resulting in water discharging into neighbouring properties and a residential street at a rate of 1300l/sec. At 11:00 the burst main was isolated by Icon Water crews, however damage had already been caused to properties, garages and landscapes. Provision of service was restored to the area shortly after the burst main had been isolated. Icon Water’s faults and emergencies line received calls related to the event (which included both the burst main and discolouration of water in approximately seven Belconnen suburbs) and posts on social medial including video of water rushing through properties and down suburban streets were also noted. St John the Apostle1 and St Francis Xavier schools (both in Florey) had enacted their own emergency arrangement, which involved sending their students home due to concerns of water contamination. Further feedback indicates that St Francis Xavier had contacted Icon Water’s Faults and Emergencies line and received standard information relating to the burst and water discolouration prior to making this decision. Direct liaison from Icon Water’s IMT with St Francis Xavier (at 14:27) and St John the Apostle (at 15:08) occurred after the decision to send students home had been made by the schools. The story was covered by the RiotACT, ABC Radio, and Canberra Times, 2CC, WIN TV news, ABC TV news and Prime TV news.

1.2 Scope The scope of the this report is limited to reporting on Icon Water’s business continuity coordination arrangements, including doctrine, training, plans and systems associated with management of the incident. The operational actions taken to respond to, and recover from the incident, and any analysis findings are outside the scope of this report.

1 This was action undertaken without consultation with Icon Water. 2 An observation is a noteworthy occurrence or fact and is recorded in noggin. 3 An insight is a deduction drawn from collected observations which needs to be further considered and is recorded in noggin. 4 An action is a change which is to be implemented without further consideration and usually is the responsibility of the Risk and Emergency Management Branch e.g. plan or training updates etc. 5 A suggested course of action, which will generally be a control to a risk

Post-incident Report – Higgins Main Burst Page 2 of 5 Twenty five observations2 and five insights3 were recorded in Noggin for the incident. Three actions4 and two recommendations5 based on observations and insights from the Higgins Main Burst and observations and insight recorded from previous incidents and exercises have been developed.

2 Incident Management

2.1 Icon Water’s incident response Icon Water had crews working in the area at the time of the Higgins main burst, which were rapidly redeployed to the burst and commenced work on isolating the main. Subsequent to the isolation, action to repair the main commenced and additional staff were dispatched to the site. At 11:15 on 2 May 2019, a Noggin incident was created and an Incident Management Team (IMT) was established, with the Manager Customer and Consumer Affairs undertaking the role of Recovery Coordinator (RC). In accordance with Icon Water’s emergency and continuity management framework, the IMT used the Business Continuity Plan (BCP) and the Communications Plan to provide appropriate guidance to assess and respond to the main bust, customer concerns and to minimise reputational damage. The objectives of the IMT were to work with affected property owners, keep stakeholders and the community informed and undertaking the repair to the main. At 11:50 on 2 May 2019, the Incident Management Centre was established at Mitchell. Customer Service Officers were deployed to site to provide support and information directly to the community allowing field operations to continue repair activities. Field staff remained onsite undertaking repair of the main and flushing of the system. The main was repaired and the site was partially backfilled and made safe before crews departed at 22:00. At approximately 07:00 on 3 May 2019, Icon Water staff commenced testing for water discolouration at seven schools (hydrant flushing) and face to face contact was undertaken with schools to allay additional concern over water discolouration. Field staff also returned to the site of the main burst to continue flushing and commence remediation of the site. The incident was determined to have returned to business as usual at approximately 10:00 on 3 May 2019 and the Incident Management Team was stood down. No incident management team shift rosters were required as the incident was primarily managed during standard business hours. Icon Water’s Noggin system was used as part of the incident management and recorded:  fifty eight log entries  twelve tasks  one situation report Icon Water also provided:  one radio interview with ABC 666 (undertaken by the Managing Director)  two media statements published  three internet updates (including the media releases)  five proactive twitter tweets and 16 responses to individual tweets from the community  364 telephone calls to the emergency and fault lines were taken

1.1.1 Incident Management Team appointments Name Position Agency Incident role

Manager Customer and Icon Water Recovery Coordinator Community Affairs

Post-incident Report – Higgins Main Burst Page 3 of 5 Name Position Agency Incident role

Manager Environment and Icon Water Liaison Sustainability

Manager Risk and EmergencyIcon Water Investigation/IMC/IMT Management Branch assistance

Team Leader Stakeholder Icon Water Public Information Engagement, Corporate Affairs

Manager Operations Services Icon Water Planning

Chief Financial Officer Icon Water Finance

A/g General Manager Icon Water Operations Infrastructure Services

Executive Assistant Icon Water Logistics

Emergency Management Icon Water Intelligence Coordinator

Emergency Management Icon Water IMC/IMT assistance Officer

1.2 Capability elements

1.2.1 Plan The BCP provided appropriate guidance and was used by the RC appropriately to manage the incident. There were no suggested changes to enhance how the plan works.

1.2.2 Noggin Noggin was used appropriately to create logs, task and reports. Having dedicated Risk and Emergency Management Branch staff to assist and support users in system usage was effective.

1.3 Other Appointments to the IMT were appropriate and included a broad range of skill and expertise from across Icon Water drawing on the operational, technical and corporate knowledge of team members. The IMT worked collaboratively to support the RC. Media management, stakeholder and customer engagement formed key elements of the response and recovery effort. The addition of a customer focused role within the IMT was discussed during the IMT meeting and debrief on 3 May 2019. A customer focused role can easily be accommodated (as required) within the existing Public Information Team for future incidents. Field operations were reported to have been undertaken in a proficient and professional manner with regular updates from the field to the IMT. ICT and GIS support during the incident was effective. During the IMT debrief it was identified that in addition to a role tabard, IMT members would benefit from a brief guide on the duties of the AIIMS role they had been assigned. Feedback from a number of sources indicates the efforts of Icon Water staff were generally well received and that Icon Water’s community engagement in the field was appreciated (particularly by the affected schools).

Post-incident Report – Higgins Main Burst Page 4 of 5 2 Actions

The following actions have been proposed as a result of lessons learned:

Item Detail

1 AIIMS role descriptions (Aide Memoire) to be provided with tabards to Incident Management . Team (IMT) members during the formation of an IMT. 1 . 1 . 1

1 In order to facilitate ICT and GIS support, ICT and GIS staff to be included in the incident . notification through Noggin as appropriate. 1 . 1 . 2

1 Mandatory field to be added to the Noggin incident template to identify plans to be applied to . incidents. This has already been actioned by REMB. 1 . 1 . 3

Post-incident Report – Higgins Main Burst Page 5 of 5 600 Water Main in Kingsford Smith Drive Failure Investigation Report

Version 1.00, 6 June 2019

Talk to us

E [email protected] T 02 6248 3111 @iconwater

GPO Box 366, Canberra ACT 2601 iconwater.com.au Document management

Document summary

Title 600 Water Main in Kingsford Smith Drive

Version 1.00

Document status Final

Date of issue 6 June 2019

Document development

Name Position Date

Prepared by Ian McRae Principal Engineer – Civil 04/06/2019 Engineering Services Branch

Reviewed by Cameron Patrick Manager Engineering Services 05/06/2019

Approved by Cameron Patrick Manager Engineering Services 06/06/2019

Version control

Version Author Date Description Approval

1.00 Ian McRae 24/01/2019 Original [email protected]

© 2016 Icon Water Limited (ABN 86 069 381 960) This publication is copyright and is the property of Icon Water Limited. The information contained in this publication may not be reproduced in whole or in part to any except with Icon Water Limited’s express written consent.

Icon Water Page 1 Contents

Introduction ...... 3

Asset Location ...... 3

Failure Details ...... 4 Date and Time of Failure ...... 4 Mode of Failure ...... 4

Site Conditions ...... 5 Ground Conditions at Site of Failure ...... 5 Pipe Bedding and Surrounding Trench Fill ...... 5 Cover over Pipe ...... 5 Pipe Alignment ...... 5 Adjacent services ...... 5

Pipe Details ...... 5 Date of Installation ...... 5 Pipe size ...... 6 Pipe Type and Class ...... 6 Pipe Condition ...... 6

Operating Conditions ...... 7 Pressures ...... 7 Traffic Loading ...... 8 Other Work on System ...... 8

Cause of Failure ...... 8

Previous History of Failures in the Same Main ...... 9

Constraints on the Investigation ...... 9

Conclusions ...... 10

Attachments ...... 10

Icon Water Page 2 Introduction

The following is a report on the findings from the writer’s investigations following a burst which occurred on 02 May 2019. The burst resulted in a large section blowing out from the side of a 600 mm diameter pipe. The site was visited by the writer after repairs had been made but while the replacement pipe was still partly exposed. The remains of the pipe which burst were on site at the time and an initial examination was made then. The remains were later brought back to Icon Water’s Mitchell Depot for more detailed examination.

Asset Location

The subject failure was on a distribution main serving into the low zone in Belconnen. The pipe involved was located behind block 2 of section 30, Higgins in the verge on the North bound side of Kingsford Smith Drive. The location is marked with the yellow rectangle in Figure 1 below.

Figure 1: Location Map

Icon Water Page 3 Failure Details

Date and Time of Failure The burst occurred on 02/05/2019 and it developed from a leak which had been found on the previous day (01/05/2019). The progression from a leak to the burst actually occurred while a crew was on site preparing for a repair. Although the leak was only found the day before, there had been reports of seepage in the block which backs onto the verge where the burst occurred dating back to 16 March 2019. When the burst occurred it had a significant impact on pressures and flows in the system and from these the time of the burst can be estimated as around 10:23:40 am. This time is based on when the when pressure loggers in the zone recorded a sharp drop in pressure. The water level in the nearest reservoir supplying the system also started to drop at about the same time. Photos and videos taken by one of the team on site when the leak was found and for the work on the following day provide the following on the progress from leak to burst. • 01/05/2019 at 1:26 pm (video, on day when leak was first found): leak producing splashes and ripples in water ponded at bottom of trench. • 02/05/2019 at 9:55 am (video): leak much the same as on the previous day but splashes and ripples more noticeable, crack evidently still quite short. • 02/05/2019 at 10:22:27 (photo): water spraying out from under pipe; crack length (based on width of the band of spray) around 300 to 400 mm. • 02/05/2019 at 10:31:09 (photo): flooding from burst well under way, water shown lapping against fence of property backing onto the pipeline easement and flooding through backyard.

The time for the progression from the crack about 400 mm long to the full blown burst as registered by the pressure recorders was a little over one minute.

It is understood that the repair crew were hammering out rock from under the pipe to make room for fitting a repair clamp when the crack started to grow.

Mode of Failure When the pipe burst it split along both the top and bottom and these two splits met so that a piece of the pipe broke away and blew out. The piece that blew out was about 4 metres long and was on average about 600 mm wide. The two splits were predominantly what would be termed longitudinal splits as they generally followed the length of the pipe. However, there was a pronounced twist in the top split. The bottom split was generally straighter for most of its length but had a sharp turn and curve towards one end (see Figure 3). Both splits ran out to the end of the pipe at the socket end. As seen after the pipe had been removed from the trench the bottom split extended for the full length of the pipe but there is some suggestion that it only ran out to the full length during the removal. The top split stopped where it ran into the bottom one. The stopping point in the top split was about 1 ½ metres from the spigot or plain end of the pipe. When the pipe was inspected in detail a short secondary crack was found forking away from the main bottom split at the point where it took the sharp turn. It is possible that this crack came from damage when the pipe was removed from the trench for the repairs. However, it is not unusual to find forking cracks like this in association with splits when a pipe bursts, especially at points where a split changes direction sharply as here. There were some other cracks in the pipe around where a cut was made to facilitate its removal. However, these appear to be from damage made at the time of removal.

Icon Water Page 4 From all accounts the original leak was from a small longitudinal crack on the bottom of the pipe and there is clear evidence that this crack extended to become the split along the bottom of the pipe. The following is then how the failure seems to have progressed. • The failure started with the crack where the leak was at the bottom of the pipe. This crack extended with the burst until it reached the socket end of the pipe. • The top split only came after the bottom one was fairly well developed and past the point where the intersection of the two splits eventually occurred.

Site Conditions

Ground Conditions at Site of Failure The pipe long section indicates that there was a small amount of fill added in a local low point near where the burst occurred. However, at the actual burst location there seems to have been little change to levels. At pipe depth the excavation was in rock.

Pipe Bedding and Surrounding Trench Fill According to one of the crew that found the leak on the day before the burst there was some sandy bedding material in places under the pipe. However, next to the crack where the leak was found the pipe was sitting on rock. Rock had to broken out from the bottom of the trench before the replacement section of pipe could be installed. Based on standards applying at the time the pipe was laid (about 1969), any sandy material that was used in the pipe laying would have been confined to the trench bottom or possibly only in a cradle directly under the pipe. As a result, it is not surprising that little sand was found. However, if the standards had been adhered to properly the sand should have provided a minimum six inches barrier between the pipe and any rocks.

Cover over Pipe Cover over the pipe was about 1250 mm. This figure is based on a measurement to the top of the replacement pipe. The reference point for this cover measurement was on an adjacent section of footpath which had not been displaced by the burst. The measured cover is close to the amount indicated on the design drawing and it is well within the acceptable limits for a properly laid pipe of the type involved.

Pipe Alignment The pipeline where the burst occurred is in a road verge and on the property line side of the verge. The verge itself is about 15 metres wide. This width includes a strip of Territory land that between the verge proper and adjacent properties that serves to exclude access to the properties across the verge. The pipe centreline is about 2.4 metres off the property line.

Adjacent services The only adjacent services identified were two relatively minor Telstra lines in conduits. One of these was on the same alignment as the pipeline, but well above it. The other was clear of the pipe trench and not encountered during excavation for the pipe repair.

Pipe Details

Date of Installation This appears to have been around the end of 1968 or early in 1969. The available records are not specific on an exact date for construction. The date given in the Icon Water GIS is 09/02/1968 but

Icon Water Page 5 this is from the design drawing and is the date of design approval. Construction would have followed shortly after this date.

Pipe size The pipe involved in the failure had a nominal diameter of 600mm. Dimensions measured off the recovered sections of pipe are as follows. • Outside diameter: 666 mm. • Pipe wall thickness: 20.78 mm (average of readings from opposite sides on pipe near socket end). • Thickness of cement lining: variable, ranging from 6 mm in the centre of the pipe to 15mm at the ends. • Pipe length: 5.61 m (overall length) / 5.49 m (effective length, after deduction for overlap at joint).

Pipe Type and Class The pipe was of grey iron made by the spun cast method. It had a cement mortar lining and jointing is by rubber rings. The wall thickness measurements suggests a class “C” pipe and this was the standard specified for most reticulation mains in Canberra at the time the pipe dates from. 600 diameter Class “C” pipes were rated at about 110 metres working head but a fairly large factor of safety was allowed in this. Factory test pressures were about 350 metres head and bursting pressures were higher again by a considerable margin. The measured outside diameter was consistent with the standard applying at the time the pipe was manufactured. The pipe joints were of the “Tyton” type. A rubber ring from one of the joints on the damaged pipe was recovered. This ring was found to be in generally good condition but it had the following defects. • Some small splits on the inside face (the face that would have been in contact with the spigot of the adjoining pipe). These extend over a length of about 100 mm. • A small puncture mark behind the splits on the outside face of the ring. • An area of roughening on the outside face roughly opposite where the splits and puncture mark were located.

It is thought that the splits could be damage from when the ring was removed. The roughening, on the other hand, did not appear to be a recent development.

Pipe Condition The pipe condition was good (2 on a scale of 1 to 5 where 1 is the best condition and 5 is the poorest)1. A few areas of surface rust were evident on the outside of the pipe but no pitting and much of the original tar coating was still intact. A makers tag painted over the tar coating on the outside of the pipe was also substantially intact. The exposed fracture surfaces where the pipe split were inspected very thoroughly without finding any signs of corrosion other than a thin rust film from exposure after the burst. A few very small casting irregularities were noted. These were some small beads of glassy looking material found in the fracture surfaces in the following locations. • At the point where the bottom split turned sharply and divided to form the secondary crack.

1 Rating is in accordance with the IPWEA Condition Assessment & Asset Performance Guidelines Practice Note 7 which uses this 1 to 5 scale. A rating of “good” (or 2 on the numerical grading scale) equates to an asset in sound physical condition but with some minor deterioration or defects.

Icon Water Page 6 • At the socket end of the pipe on the inside where the diameter steps up to receive the end of the next pipe.

The examples at the socket end were in the fracture faces of both splits, in other words where both the top and bottom splits went through the socket. These casting irregularities were close to the inside of the pipe wall, and confined to a fairly narrow band in the fracture surfaces. No such defects were found in the region where the original crack started. The fracture surfaces were all fairly regular and “clean” as for fractures in sound metal with a generally uniform structure. All showed the typical transverse ridges that are usual with brittle fractures in cast iron. In places along the bottom split the ridges on each side of the fracture surface angled in to form a chevron pattern. This pattern is a feature that is often encountered with brittle fractures. The lay of the “vees’ that form these chevron patterns can be taken to identify the direction of the crack propagation. The direction indicated in this case was away from the point where the leak started towards the socket end of the pipe. The fracture surfaces are close to square through the pipe wall except in the more sharply curved sections of the two splits. The cement lining was in good condition although there was a small area where delamination seems to have occurred in the past (the edges looked worn rather than sharp). There was also some minor surface crazing visible in the lining at this location. The area of delamination appears to have been in the vicinity of where the leak started but there wasn’t any positive evidence to confirm that it was exactly at the same location. It should be noted that the delamination only involved the surface layer of the lining; there was still some lining attached to the pipe where it had occurred and no signs of corrosion on the inside face of the pipe wall in the area. Adherence between the lining and the cast iron was very strong. The only areas where it was broken was adjacent to the splits and in areas where the pipe had been damaged when it was removed from the trench. Generally when efforts were made to remove lining (for example to measure pipe wall thickness) it was found very difficult to chip away. The variations in the lining thickness did not seem to have been detrimental to its performance. Even the thinner sections had good adherence to the pipe wall and still appeared to be in good condition.

Operating Conditions

Pressures Maximum static pressures in the area where the pipe failure occurred are about 500kPa or 51 metres head. This is well within the working capacity of class “C” or even the lighter class “B” cast iron pipes. Normal pressures are generally a little below the maximum static, the amount depending on water levels in the supply reservoirs and on the demands in the system. At the time of the burst the pressure was about 440kPa (equivalent to 45 metres head). For most of the time the area in question is fed by gravity from dedicated service reservoirs which should ensure reasonable stability in pressures. There is a point of supply into the zone through a pressure reducing valve off a bulk supply main but this has not been used for a long time. There is also a bypass at one of the supply reservoirs that allows supply into the zone from the bulk supply system. The reservoir bypass is also through pressure reducing valves. The reservoir bypass is only used when the reservoir has to be taken off line. It was not in use at the time of the burst or immediately before. In both of the above supplies with pressure reducing valves, these valves are set below the static head from the reservoirs so even when they are is use, they should not generally lead to over- pressurisation of the system. There is also confirming information about pressures in the system from pressure loggers. These show very that very little variation in pressures is the general rule. The pressure loggers are not set to

Icon Water Page 7 a sufficient sensitivity to pick up every fluctuation in high frequency transients. However they have proven themselves sufficient to show if there are significant transients in the system by picking up the effects of even relatively modest bursts.

Traffic Loading As indicated, above the pipeline where the burst occurred is in the road verge and it is well away from the road pavement. The verge is also one of the type where access to blocks is excluded. There are no driveways in this verge and the only vehicles of any kind that are likely to be driven over the pipeline are the occasional ones associated with mowing and other verge maintenance activities. None of the above kinds of vehicles would be expected to impose an excessive load on the pipe.

Other Work on System Based on data in Icon Water’s maintenance systems there were no other water incidents being dealt with in the same zone at the time of the burst.

Cause of Failure

In this case it might appear that there are two separate failures to consider. These are the leak and the subsequent burst. However, the evidence points to the burst developing from the crack associated with leak and this points to some common factors in the two. The mode of failure in both cases points to hoop rather than longitudinal stresses predominating at the initiation stage. The most obvious source of hoop stresses in a pipe is the internal pressure. External loading can add to these stresses. However, to cause a failure the stresses would have to exceed the ultimate load capacity of the pipe barrel. The basic ways this could happen are as follows. • The load capacity of the pipe has been reduced by deterioration of the pipe material. • The load capacity has been reduced by damage to the pipe or defects in the casting of the pipe. • The pipe has been subject to excessive internal pressure. • External loading conditions exceed expectations or cause excessive stress at some point on the pipe. • From various combination of the above.

In the absence of any significant evidence of deterioration it does not appear that pipe condition is a concern in this case. All other things being satisfactory, a pipe in the condition found would not be expected to fail. Normal operating conditions also don’t appear to be a problem. As already noted, the normal operating pressure in the pipeline where the leak and burst occurred are well within the accepted working pressure limit for the pipe. On the evidence from the pressure loggers, there also doesn’t appear to be anything that caused excessive pressures in the system at the time of the burst. External loading conditions also do not appear to be exceptional in this case. However, although the loading seems fairly modest it is noted that the pipe bedding was very poor and the pipe was bearing on rock where the leak started. In the past, research on pipe failures has not given much credence to such conditions being factors in longitudinal splits. However, recent work has changed this picture. Examples from finite element modelling now show that hard points in bedding can produce excessive hoop stresses in pipes. Another factor that has been implicated in some pipe failures is fatigue. However, for fatigue to be involved there has to be something to produce stress variations at a fairly high amplitude and frequency. In most cases where fatigue has been identified as a cause in pipe failures there have

Icon Water Page 8 been traffic loadings or frequent pressure surges involved. As has already been noted, the pipe in question in the present case is not in an area with significant traffic loading or pressure variations. Of the above, there is really only the one thing that stands out as a problem with the pipe. That is the pipe bedding. The following is how the deficiencies in the bedding likely lead to the failure. • Over time there has been some settlement in the original fill around the pipe and probably also some movements in the fill and bedding with soil moisture changes. • The above have eventually resulted in the pipe support becoming more and more concentrated on high points in the rock base causing local high stress concentrations to develop. • Eventually the stress concentration somewhere has reached the point where stresses have locally exceeded the pipe strength causing a crack to develop.

Initially the crack would only extend as far as needed to relieve the zone of high stress. However, it would be likely to get longer as leakage through it disturbed the remaining support under the pipe and as corrosion started to take place within the crack. In time these developments would likely take stresses at the extremities of the crack to the point where the stress intensity factor exceeded the fracture toughness of the material. At that point the crack would propagate rapidly and the pipe would fail completely. The above is how a lot of bursts are reported to develop in cast iron pipes. Is has been referred to the “leak before the burst”. However, if the leak has progressed naturally to the final burst it is usual to find a darker area in the rust that shows up on the fracture face after the burst that is where the crack started. There were no obvious darker areas on the fracture faces in the present case. It also seems too much of a coincidence that the pipe started splitting while the repair crew were trying to clear rocks from under the pipe. It seems more than likely then that it was this last action that triggered the burst to occur specifically when it did. Clearing away rocks would have, for example, shifted more of the weight of the pipe onto the any remaining high points in the trench and this could easily have taken stresses to the critical point. On the other hand, on the “leak before a burst” reasoning the burst could have occurred at any time while the pipe was still under pressure. This suggests that in future cases when a leak is found on a large main the approach should be shut the main down before attempting a repair.

Previous History of Failures in the Same Main

There isn’t any record of a previous failure in the same main in Icon Water’s failure databases. The nearest point where there have been failures in a similarly large distribution main in the system is in a 500mm diameter main in the adjoining suburb. There have been two known failures in this main but these were more than 20 years ago. In the last of these failures the mode was similar to that in the present case (it involved a longitudinal split on the bottom of the pipe and a spiralling split in the top at the socket end). When the pipe manufacturer’s investigation engineer and metallurgist were consulted on this burst they suggested excessive pressure as the cause. However there was nothing in our records to suggest that pressures were abnormal at the time of the burst. As in the present case, the pipe involved was not very well bedded and rock had to be cut away at the bottom of the pipe trench to get sufficient bedding for the replacement pipe.

Constraints on the Investigation

Although there were a lot of useful photographic records to refer to for the investigation, there were some details that were not so well documented. As examples, reliance had to be placed on what those working on site could recall when it came to details about the pipe bedding and location of the

Icon Water Page 9 original leak. It would have been preferable to have had some exact checks on these details. The following are some suggestions for what might have been done. • For the location of the original crack and leak: mark the top of the pipe with paint at the point directly above the leak. • For the rock under the pipe: run a stringline between the ends of the adjacent pipes to check how close the rock was to the original pipe.

It would also have helped to have someone who would be involved in the investigation of the cause to be on site from the time the pipe was exposed to identify any other potential points of interest to record Another issue that could have been a problem for determining root cause is losing critical pieces of the broken pipe. There was a bit broken off the pipe in this case which was missing from the pieces recovered for inspection. It was, as it happens, from the area near where the leak started. In this case the loss was not critical as the adjoining section of pipe with one side of the fracture face was available to inspect. However, if more had been missing it might have been more difficult to identify the cause of failure. This again is where it would help to have someone who is to be involved in the investigation on site when the pipe is exposed. In this case it would be so that the sections of pipe that look like being of interest are identified and recovered.

Conclusions

The following are the main conclusions from the investigation: • It does not appear that either the general condition of the pipe or operating conditions have been responsible for the failure. • The prime culprit appears to be poor bedding and stresses brought on by a point load where the pipe was in contact with rock. • Although the progress from a leak to the burst was probably triggered by inadvertent changes to the support under the pipe while the crew in attendance were preparing for a repair it is thought that the pipe was probably close to a critical state and could have burst at any time.

Attachments

The following pages include plots from the pressure loggers in the zone and a selection of photos showing details of the pipe involved. 1. Figure 2 Plots from pressure recorders 2. Figure 3 Notebook sketch showing the splits on a flattened out view of the pipe 3. Photos 1-12 showing details of the splits in the pipe involved

Note: Figure 1 (showing the burst location) is in the main body of the report.

Icon Water Page 10 HEAD AT PRESSURE LOGGER SITES AND LEVEL IN HIGGINS RESERVOIR 645

640

635

630

HEAD (METRES ABOVE AHD) 625

620

615 02/05/2019 09:00:00 02/05/2019 10:00:00 02/05/2019 11:00:00 02/05/2019 12:00:00 DATE AND TIME

N138, Barlow Street Macgregor N122, Barsdell Place Mackellar Higgins Reservoir Water Level

Figure 2 (plots from pressure loggers). The above figure shows the pressure traces over the period covering the time of the burst and when the shut containing the failure was completed. Ground level at the burst site is about 591m.

Figure 3 (notebook sketch showing the splits on flattened out view of the pipe: the “6” and “12” on the sketch indicate “clock positions”; “6” is the bottom of the pipe and “12” is the top”)

Icon Water Page 11 Photo 1: Leak at early stage of work on 02/05/2019 (at about 9:55 am)

Photo 2: Leak at 10:22 am on 02/05/2019

Icon Water Page 12

Photo 3: Broken pipe after burst

Icon Water Page 13

Photo 4: Pieces of pipe after removal from pipe trench

Photo 5: Detail of fracture surface

Icon Water Page 14

Photo 6: Part of area with chevron pattern in fracture surface

Photo 7: Detail of chevron pattern

Icon Water Page 15

Photo 8: Detail at corner where main (bottom) split turned into curve towards spigot end of pipe

Photo 9: Detail of area with casting defects

Icon Water Page 16

Photo 10: Section cut from spigot end of pipe showing (on the right) where the top split met up with the bottom

Photo 11: View of main section of pipe showing general form of bottom split (step down at left hand end is where a piece was broken off in removing pipe from trench)

Icon Water Page 17

Photo 12: End of piece that blew out showing area where top split joined into the bottom one

Icon Water Page 18

Talk to us

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GPO Box 366, Canberra ACT 2601 iconwater.com.au

SITUATION REPORT

Title (none) - Situation Report Report date 02/05/2019 17:39 #[insert SitRep number]

Status Active Lodging agency Icon Water

Event(s) Water Main burst in Higgins

Incident Origin

Kingsford Smith Dr

Canberra Australian Capital Territory 2614

AUS

Incident Management

Icon Water officer-in-charge Role Icon Water Recovery Coordinator

Icon Water incident 12 Hoskins Street Mitchell ACT Phone management centre/point

Lead/combat agency Icon Water Email (none)

Incident Description

Situation

DN600 Water Main burst on Kingsford Smith Drive intersection with Wirraway Street, Higgins (back on to 90 Pennefather Street) causing flooding of roads and multiple houses in the area. Water was flowing at approx. 1300L/s from the burst. Dirty Water has been reported in the Belconnen Higgins/Spence zone due to flow reversals caused by Spence Reservoir feeding further out across the zone.

No impact on supply. the DN600 main break has been isolated.

Icon Water crews are onsite undertaking repair to the main with anticipate completion tonight. multiple reports of discolouration to water in the affected area. schools have been closed in the affected area due to discoloured water supply - initiated by the individual schools not Icon Water

ACT ESA are aware, Fire Rescue ACT have attended. ESA have offered support if required

Flushing through the scour valve near Ross Smith Crescent, Florey is continuing along with water quality assessment from the nearest hydrant from the flushing point. At approximately 2100hrs field crews will assess water quality from the hydrant, if discolouration is still present the hydrant will be shut and removed and flushing from the scour valve will continue overnight. Water discharged from the scour valve is flowing into a storm water drainage. Review of the water quality will occur early tomorrow 3/05/2019 (approximately 0600hrs).

While unlikely, if the hydrant is clear then it and the scour valve will be closed.

Weather (BOM)

Cloudy. Very high (90%) chance of rain, more likely in the afternoon and evening. The chance of a thunderstorm from the evening. Winds north to northwesterly 15 to 20 km/h. Further rain is predicted for tomorrow Friday 3/05/2019

Action for Friday 3/05/2019

The seven identified schools will be emailed tonight to advise them to contact Icon Water if the still have issues with water discolouration before taking any action to cancel classes or send students home. Schools contacts will also be advised the Icon Water crews will also be in the area.

An Icon Water staff member will also visit St John the Apostle and St Francis Xavier schools. These were the two schools that sent students home today.

Damage Information

Reports of: localised flooding of roads damage to roads flooding of some properties damage to some properties (garages/gardens) discoloured water in Belconnen/Higgins/Spence zone. discolouration at schools resulting in school closures.

Threat Analysis

Control Recovery

Objectives

Supporting the directly affected customers

Minimising reputational damage

Operational fix of burst main

Ensure affected schools are contacted and water checked for start of day Friday 3/05/2019

Strategies

Two Icon Water Customer Service Officers have been onsite speaking with affected customers.

(Icon Water) has undertaken a damage assessment on Icon Water assets and mains in the area.

Icon Water field crews onsite repairing the burst main

Media releases to inform the public.

Social media posts by Icon Water.

Media interviews and response to media questions as they are requested

Follow up media statements assuring community that the water is discoloured however noting the water leak was potable (drinking) water. Proactive and open approach to Icon Water to the public and the media.

Flush of main to remove discoloured water is continuing. Review at 1600hrs. Likely to continue overnight.

Direct contact with schools and health care provider in the area has been undertaken by Icon Water.

Icon Water to contact affected schools by email tonight 2/05/2019 to advise contact with Icon Water is issues persist.

Hydrants to be tested at St Francis Xavier and St John the Apostle at 0700hrs 3/05/2019 by field staff

Icon Water staff to visit St Francis Xavier and St John the Apostle at 0800hrs 3/05/2019

Sitrep Authorisation

Prepared By Prepared At 02/05/2019 17:39

Authorised By Authorised At 02/05/2019 17:45 �� )��*�� )��*��+�,,��'�/��'�� '�/��,�� +�,,��'�/��'�/��,�� )��'�/��,�� '�� Title Observation 0132: Incident notfication through Noggin

Related event(s) Water Main burst in Higgins

Observation date 06/05/2019 08:40

Observation Notification of the incident happened quickly and a Noggin event was raised alerting other players. Initial timing would indicate a Noggin notification occurred within 25 minutes of the incident beginning

Capability element(s) Organisation

Actioned 26/07/2019 Title Observation 0133: Change in RC

Source organisation Icon Water Related event(s) Water Main burst in Higgins

Observation date 06/05/2019 08:45

Observation Recovery Coordinator (RC) nominated in the initial Noggin incident. However this changed with the establishment of an IMT at Mitchell.

Capability element(s) Organisation Functional area Emergency Management, Business Continuity

Last reviewed 17/07/2019 Title Observation 0134: IMT role confusion

Related event(s) Water Main burst in Higgins

Observation date 06/05/2019 08:46

Observation Initial IMT role confusion at set up (Mitchell). Greater familiarity required with assigned IMT roles. Know your role, do your role and everything goes past the RC/IC.

Capability element(s) People

Actioned 19/06/2019 Title Insight 0022: IMT role descriptions

Source organisation Icon Water Related event(s) Water Main burst in Higgins

Created 06/05/2019 08:47

Insight It was suggested that a tabard and corresponding role description are given to IMT members during the initial stages. IMT members can take a few minutes to re-familiarise themselves with what they are responsible for within the team.

Capability element(s) Support and facilities

Actioned 19/06/2019 Title Observation 0135: Use of IMT tabards to identify roles

Related event(s) Water Main burst in Higgins

Observation date 06/05/2019 08:48

Observation The use of tabards allowed for easy identification of IMT members and roles within the IMT once re- located to the MIT training rooms. This formalised arrangements.

Capability element(s) Organisation Functional area Emergency Management, Business Continuity

Actioned 17/07/2019 ��

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Related event(s) Water Main burst in Higgins

Created 06/05/2019 08:52

Insight Use of a more structured approach to briefings. Functional areas tasked and reporting back to the RC during planned briefings or when something happens that the RC needs to be made aware of. Rather than the constant flow of information and other staff entering the incident room to offer information. (This comes back to the earlier observation of functional staff not re-familiarising themselves with their role description and hierarchy protocol for an incident).

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��!��"�� !��"�� $�� Title Insight 0026: Act on reliable information not assumptions

Related event(s) Water Main burst in Higgins

Created 06/05/2019 08:54

Insight Respond to facts not speculation or assumptions. If something is not known or confirmed, the responsible functional area needs to gain the accurate information before briefing the RC. Example - ESA had not responded any resources in the initial stages due to a miscommunication with police. Icon Water assumption - emergency service were aware because police had attended. Contact by the IMT Liaison Officer with ESA resulted in a Fire Rescue crew being responded by ESA to undertake an initial assessment. ESA now on board and able to offer assistance to Icon Water if required.

Capability element(s) Organisation Functional area Emergency Management

Last reviewed 17/07/2019 ��#��#�� #��#�� Title Observation 0136: Provision of management support by ICT in the IMC was very effective.

Source organisation Icon Water Related event(s) Water Main burst in Higgins

Observation date 06/05/2019 08:55 Sustain/Improve Sustain

Observation Provision of support by ICT in the IMC was very effective.

Capability element(s) Support and facilities Functional area Emergency Management, Business Continuity

Last reviewed 24/07/2019

Actioned 24/07/2019 ��

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�� %�� %�� %�� %��*��*�� Title Observation 0140: Short fall identified with some contact details

Related event(s) Water Main burst in Higgins

Observation date 06/05/2019 08:58

Observation Shortfall identified with some contacts (critical customers) – e.g. ACT Education which delayed or complicated some liaison functions.

Capability element(s) Organisation

Actioned 03/05/2019 ��

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�� (��(�� ")� �� Title Observation 0142: Difficulties with liaison through governing agencies

Related event(s) Water Main burst in Higgins

Observation date 06/05/2019 09:01

Observation Difficulties with liaison through governing agencies for the two education providers - ACT Public Schools system (no central contact information) and ACT Catholic Schools (not aware that schools were closed).

Capability element(s) Organisation Functional area Emergency Management, Business Continuity

Last reviewed 17/07/2019

Actioned 17/07/2019 �� 2�� !��2�� !�� 2�� !��2�� !��*��*�� "� �� Title Observation 0143: Misinformation in the community e.g. contaminated water concern resulting in school closures.

Source organisation Icon Water Related event(s) Water Main burst in Higgins

Observation date 06/05/2019 09:01

Observation Misinformation in the community e.g. contaminated water concern resulting in school closures.

Capability element(s) People, Organisation Functional area Emergency Management, Business Continuity

Last reviewed 12/07/2019

Actioned 17/07/2019 �� "'� �� Title Observation 0144: Lack of social media access to manage misinformation

Related event(s) Water Main burst in Higgins

Observation date 06/05/2019 09:02

Observation Social media access: ● No Twitter access from PC’s in IMC ● Icon Water was not able to provide direct feedback to incorrect information and posts that were gaining a following on Facebook.

Capability element(s) Equipment Functional area Emergency Management, Business Continuity

Actioned 17/07/2019 Title Insight 0027: Misinformation within the community needs to be managed in all online forums.

Source organisation Icon Water Related event(s) Water Main burst in Higgins

Created 06/05/2019 09:03

Insight Misinformation within the community needs to be managed in all online forums.

Capability element(s) People, Organisation Functional area Emergency Management, Business Continuity

Last reviewed 17/07/2019

Actioned 10/12/2019 ��

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"�� # �� "�� # �� "�� *��*�� %�� Title Observation 0146: Good feedback and information flow from operation staff in the field to the IMC and RC.

Related event(s) Water Main burst in Higgins

Observation date 06/05/2019 09:11

Observation Good feedback and information flow from operation staff in the field to the IMC and RC.

Capability element(s) People, Organisation Functional area Emergency Management

Actioned 17/07/2019 Title Observation 0147: Deployment of customer service staff

Source organisation Icon Water Related event(s) Water Main burst in Higgins

Observation date 06/05/2019 09:12 Sustain/Improve Sustain

Observation Deployment of customer service staff allowed repair team to do their role without having to also manage the residents and those affected by the flooding.

Capability element(s) People, Organisation

Actioned 06/05/2019 ��

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�� %�� %�� %�� %��'��'�� !�� Title Observation 0150: IMT use of Noggin generally good including log entries and document/photo uploads.

Related event(s) Water Main burst in Higgins

Observation date 06/05/2019 09:15

Observation IMT use of Noggin generally good including log entries and document/photo uploads.

Capability element(s) People, Equipment Functional area Emergency Management

Actioned 17/07/2019 ��

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�� %��%�� &� �� Title Observation 0152: A positive response reported and feedback received from Icon Water engagement with affected schools

Related event(s) Water Main burst in Higgins

Observation date 06/05/2019 09:18

Observation A positive response reported and feedback received from Icon Water engagement with affected schools

Capability element(s) People, Organisation Functional area Emergency Management

Actioned 17/07/2019 Title Action 0051: Aiims roles and IMT

Source organisation Icon Water Event(s) Water Main burst in Higgins

Created 07/05/2019 14:51

Background It was suggested that a tabard and corresponding role description are given to IMT members during the initial stages. IMT members can take a few minutes to re-familiarise themselves with what they are responsible for within the team.

Action Check list to be added to the Incident Management Plan to include - AIIMS role descriptions (Aide Memoire) to be provided with tabards to Incident Management Team (IMT) members during the formation of an IMT.

Capability element(s) Support and facilities, Doctrine

Due 01/07/2019

Completed 19/06/2019

Completion notes A folder with laminated IMT functional descriptions has been created and will be stored in the Mitchell Training Room (IMC). REM staff will coordinate tabard and aide memoire allocation as the IMT is formed. �� "�� Title Action 0053: ICT and GIS support to IMC

Event(s) Water Main burst in Higgins

Created 07/05/2019 14:57

Background ICT and GIS support to the IMT was timely and effective. iMaps was excellent.

Action In order to facilitate ICT and GIS support, ICT and GIS staff to be included in the incident notification through Noggin as appropriate

Due 13/05/2019

Completed 11/07/2019

Completion notes Manager Risk and Emergency Management decided not to include GIS and ICT support personnel in event notifications. Action cancelled. �� %��%�� Title Action 0054: Noggin incident template to be updated to include mandatory plans field

Source organisation Icon Water Event(s) Water Main burst in Higgins

Created 07/05/2019 15:06

Background Notifications in BCP need to referred too early one e.g. Board notification.

Action Mandatory field to be added to the Noggin incident template to identify plans to be applied to incidents.

Capability element(s) Equipment

Due 17/05/2019

Completed 10/05/2019

Completion notes Plans field added; identical to exercise pick list. �� Title Observation 0163: REMB involvement in IMC set up

Related event(s) Water Main burst in Higgins

Observation date 16/05/2019 11:38

Observation REMB staff to continue to be involved in setting up the Incident Management Centre (IMC) in line with EN07.03.18 Incident Management Centre Operations Plan.

Capability element(s) Organisation, Support and Functional area Emergency Management, facilities Business Continuity

Last reviewed 12/07/2019

Actioned 17/07/2019 �� % &��% &�� % &��%�� % &�� %�� SITUATION REPORT

Title (none) - Situation Report Report date 02/05/2019 17:39 #[insert SitRep number]

Status Active Lodging agency Icon Water

Event(s) Water Main burst in Higgins

Incident Origin

Kingsford Smith Dr

Canberra Australian Capital Territory 2614

AUS

Incident Management

Icon Water officer-in-charge Role Icon Water Recovery Coordinator

Icon Water incident 12 Hoskins Street Mitchell ACT Phone management centre/point

Lead/combat agency Icon Water Email (none)

Incident Description

Situation

No impact on supply. the DN600 main break has been isolated.

ACT ESA are aware, Fire Rescue ACT have attended. ESA have offered support if required

While unlikely, if the hydrant is clear then it and the scour valve will be closed.

Weather (BOM)

Action for Friday 3/05/2019

An Icon Water staff member will also visit St John the Apostle and St Francis Xavier schools. These were the two schools that sent students home today.

Damage Information

Threat Analysis

Control Recovery

Objectives

Supporting the directly affected customers

Minimising reputational damage

Operational fix of burst main

Ensure affected schools are contacted and water checked for start of day Friday 3/05/2019

Strategies

Two Icon Water Customer Service Officers have been onsite speaking with affected customers.

(Icon Water) has undertaken a damage assessment on Icon Water assets and mains in the area.

Icon Water field crews onsite repairing the burst main

Media releases to inform the public.

Social media posts by Icon Water.

Media interviews and response to media questions as they are requested

Flush of main to remove discoloured water is continuing. Review at 1600hrs. Likely to continue overnight.

Direct contact with schools and health care provider in the area has been undertaken by Icon Water.

Icon Water to contact affected schools by email tonight 2/05/2019 to advise contact with Icon Water is issues persist.

Hydrants to be tested at St Francis Xavier and St John the Apostle at 0700hrs 3/05/2019 by field staff

Icon Water staff to visit St Francis Xavier and St John the Apostle at 0800hrs 3/05/2019

Sitrep Authorisation

Prepared By Prepared At 02/05/2019 17:39

Authorised By Authorised At 02/05/2019 17:45

Related Documents (0)

Related Assets (0)

Related Contacts (0)

Related Appointments (0)

Related Tasks (0) �� )��*�� )��*��+�,,��'�/��'�� '�/��,�� +�,,��'�/��'�/��,�� )��'�/��,�� '�� Logged By Log Type Log

Date 20/08/2020 16:51 Related Event(s) Water Main burst in Higgins

Priority Routine

Entry

RFI

(refer to attached e-mail for detail)

New file upload RE 61028 - HEIGHTENED - Watermain burst - Higgins .msg

File Size: 345kb

File Type: CDFV2-corrupt

(Not attached)

Changed status from Action required to Cancelled

Logged By

Date 07/11/2019 12:27

Request stage changed from Action required to Actioned

Logged By

Date 06/11/2019 12:27

Request stage changed from Action required to Actioned

Logged By

Date 06/11/2019 12:21

Request stage changed from Action required to Actioned

Logged By Date 26/07/2019 16:10

Request stage changed from Action required to Actioned

Logged By

Date 26/07/2019 16:03

Request stage changed from Action required to Cancelled

Logged By

Date 11/07/2019 10:34

Request stage changed from Action required to Actioned

Logged By

Date 11/07/2019 10:33

Request stage changed from Action required to Actioned

Logged By

Date 11/07/2019 10:33

Changed status from Action required to Completed

Logged By

Date 16/05/2019 11:25

Sent communication: Report: (none) - Situation Report #[insert SitRep number]

Logged By

Date 14/05/2019 16:45 Request stage changed from Action required to Completed

Logged By

Date 13/05/2019 09:21

Request stage changed from Action required to Actioned

Logged By

Date 13/05/2019 09:21

Sent communication: Update at 1530 work site.jpg

Logged By

Date 10/05/2019 15:34

Sent communication: 53FF316D-CDBB-4434-81C9-066F98C9260C.jpeg

Logged By

Date 10/05/2019 15:33

Sent communication: IMG_0126.jpg

Logged By

Date 10/05/2019 15:32

Sent communication: hydrant clear at florey primary - video.MOV

Logged By

Date 10/05/2019 14:35 Sent communication: Higgins Water Main burst 20190502.MOV

Logged By

Date 10/05/2019 14:34

Sent communication: Higgins Water Main burst 20190502 v2.MOV

Logged By

Date 10/05/2019 14:33

Logged By Log Type Log

Date 08/05/2019 13:55 Related Event(s) Water Main burst in Higgins

Priority Routine

Reliability Reliable

Lodging agency Icon Water

Entry

Added web update 03.05.19 to documents

New file upload FW_ St Francis Xavier - Higgins Burst - Feedback.pdf

File Size: 79kb

File Type: PDF Document

(Attached)

Logged By Log Type Log

Date 08/05/2019 11:11 Related Event(s) Water Main burst in Higgins

Priority Routine

Reliability Reliable

Entry

Technical review of the Higgins main burst to be undertaken by . This report will be included in noggin once completed. A task has been created. has been made aware

New file upload RE_ Higgins main burst engineering report.pdf

File Size: 91kb File Type: PDF Document

(Attached)

Logged By Log Type Log

Date 08/05/2019 11:04 Related Event(s) Water Main burst in Higgins

Priority Routine

Reliability Reliable

Entry

Voice mail left for . Invited call back to discuss last weeks burst, ensure that they have no further concerns and response.

Provided my contact details

From: < @sfx.act.edu.au> Sent: Thursday, 2 May 2019 3:31 PM Subject: SFX Water mains issue for SFX Importance: High

Dear Parents, Carers, and Students

Thank you for the speedy response to the closing of the College today following the mains water bursting in Higgins that supplies SFX.

The maturity of the students under such a disruption was outstanding and your understanding was very much appreciated.

We have been advised from ICON Water that the pipe will be repaired, but there will be lower pressure and some discolouration until the flushing is completed. This may take up to 24 hours. https://www.iconwater.com.au/Media-Centre/Media-Releases/2019/May/2/Belconnen%20Water%20Supply.aspx

The College will be open tomorrow with the following adjustments: ● Toilets will be operational and we will be advising students to use the hand sanitisers provided; ● Students are required to bring their own bottle of water tomorrow (Friday) as we have been advised that the tap water may be discoloured. SFX will provide bottled water to top up their personal bottles if needed; ● Students are advised to bring their own recess and lunch as the canteen will have a reduced menu tomorrow as they have not been able to prepare all of their scheduled menu items.

The purpose of this early notification is to enable some lead time to prepare for the changes.

Thanking you in anticipation

PRINCIPAL

Principal’s PA & Enrolment Secretary

T: 02 6278 9040 www.sfx.act.edu.au

Think before you print

Important: This message may contain confidential or legally privileged information. If you think it was sent to you by mistake, please delete all copies and advise the sender.

------This email, and any attachments, may be confidential and also privileged. If you are not the intended recipient, please notify the sender and delete all copies of this transmission along with any attachments immediately. You should not copy or use it for any purpose, nor disclose its contents to any other person. ------

added contact:

Logged By

Date 08/05/2019 09:14

Task assigned to : Higgins main burst enginering analysis report

Logged By

Date 08/05/2019 09:07

added contact:

Logged By

Date 07/05/2019 15:34

Task assigned to : Actions and recommendations from Water main burst in Higgins

Logged By Date 07/05/2019 15:27

Logged By Log Type Log

Date 03/05/2019 15:54 Related Event(s) Water Main burst in Higgins

Priority Routine

Reliability Reliable

Entry

Confirmed all Noggin tasks are now complete. Incident status set to inactive.

Changed status from Action required to Completed

Logged By

Date 03/05/2019 15:48

Email received: Re: Icon Water incident - Higgins burst water main - update

Logged By < @gmail.com>

Date 03/05/2019 15:22

Email received: RE: Icon Water incident - Higgins burst water main - update

Logged By Icon Water Secretariat < @iconwater.com.au>

Date 03/05/2019 14:49

Logged By Log Type Log

Date 03/05/2019 13:49 Related Event(s) Water Main burst in Higgins

Priority Routine

Lodging agency Icon Water Entry

All relevant ACT Government regulators and stakeholders provided with written notification of report. Noggin cc'd with record of email.

Changed status from Action required to Completed

Logged By

Date 03/05/2019 13:48

Email received: Notification report of DN600 Water Main burst in Higgins

Logged By

Date 03/05/2019 13:47

Email received: RE: For immediate release - Icon Water operational update

Logged By (on behalf of ACT Education Media and Communications)

Date 03/05/2019 12:19

Logged By Log Type Log

Date 03/05/2019 12:04 Related Event(s) Water Main burst in Higgins

Priority Routine

Reliability Reliable

Entry

Documents added:

- Media releases 02.05.19 (12.44pm and 3.42pm) Added to

- Twitter screenshots from Icon Water page 02.05.19

- Media update 03.05.19 (7.49am)

- Request for media interview from ABC 02.05.19

- Website update 03.05.18 Email received: RE: For immediate release - Icon Water operational update

Logged By

Date 03/05/2019 11:01

Email received: FW: For immediate release - Icon Water operational update

Logged By

Date 03/05/2019 10:56

Logged By Log Type Log

Date 03/05/2019 10:40 Related Event(s) Water Main burst in Higgins

Priority Routine

Entry

7 primary schools affected by discolouration yesterday visited by , and from 0700-0900 hrs this morning with test of hydrant out front of school, checking of water quality through private plumbing and discussion to see if anything else was needed to continue normal school operation.

All schools had clear water from fire hydrants adjacent to school water meters, most had normal water quality (two had slight brown colour which returned to normal quickly with flushing), all schools confirmed no further need for assistance from Icon Water.

St Francis Xavier - hydrant running clear, private plumbing discolouration resolving quickly with flushing, school open for business according to maintenance officer

St John the Apostle - hydrant running clear, private plumbing running clear, school open for business according to principal

Florey Primary School - hydrant running clear, private plumbing discolouration resolving quickly with flushing, school open for business according to maintenance officer

Latham Primary - hydrant running clear, private plumbing running clear, school open for business according to teach

Melba Copland College and Melba Copland School - hydrants running clear, private plumbing discolouration resolving quickly with flushing, school open for business according to maintenance office

St Thomas Aquinas and adjacent Childcare Centre - hydrant running clear, private plumbing running clear, school open for business

New file upload hydrant clear at florey primary - video.MOV

File Size: 9Mb

File Type: Video

(Not attached)

Event Water Main burst in Higgins finished

Logged By Icon Water Date 03/05/2019 10:00

Email received: Media Monitoring Friday 3 May 2019

Logged By Icon Water Communications

Date 03/05/2019 09:40

Email received: Re: Icon Water incident - Higgins burst water main

Logged By < >

Date 03/05/2019 09:08

added contact:

Logged By

Date 03/05/2019 08:56

Email received: RE: For immediate release - Icon Water operational update

Logged By (on behalf of ACT Education Media and Communications)

Date 03/05/2019 08:55

added contact:

Logged By

Date 03/05/2019 08:50

Task assigned to : Final communication with stakeholders

Logged By Date 03/05/2019 08:50

Logged By Log Type Log

Date 03/05/2019 08:48 Related Event(s) Water Main burst in Higgins

Priority Routine

Reliability Reliable

Entry

Final IMT meeting with , , and at 0930hrs to develop a recovery plan to manage customers and media

Task assigned to : Report to Icon Water Board

Logged By

Date 03/05/2019 08:48

Logged By Log Type Log

Date 03/05/2019 08:46 Related Event(s) Water Main burst in Higgins

Priority Routine

Reliability Reliable

Entry

0800 IMT meeting, Key points:

Seven schools visited ● all clear Media ● only 1 tweet overnight, ● Canberra Times article, ● Prime News report. ● all reporting the facts with balanced reporting Customer Call Centre ● 500+ calls to Faults & Emergencies. ● Feedback that scripting for staff resulted in no customer complaints Operations ● repair to burst main completed at approximately 2200hr 2/05/2019 ● site made safe overnight ● restoration of the site will continue as BAU ● 11 customers affected by flooding, Icon Water to continue to work with these customers as BAU

Logged By Log Type Log

Date 03/05/2019 07:59 Related Event(s) Water Main burst in Higgins

Priority Routine

Reliability Reliable

Entry

Initial reports from schools re: water quality. St John the Apostle and St Francis Xavier visited by Icon Water staff today, liaison with school staff. Water quality from taps at both schools good. Schools to operate as normal.

Icon Water staff continuing to visit the other five schools identified to undertake a check of water quality an liaise with school staff.

Schools - St Francis Xavier College, St John the Apostle Primary, Florey Primary, Latham Primary, Melba Copeland College and Secondary School and St Thomas Aquinas Primary School.

Sent communication: Fwd: Fwd: 94 Pennyfather - back and front yard, garage and under house

Logged By

Date 03/05/2019 07:50

Email received: Re: For immediate release - Icon Water operational update

Logged By

Date 03/05/2019 07:23

Email received: Fwd: For immediate release - Icon Water operational update

Logged By

Date 02/05/2019 22:42

Email received: Re: Icon Water incident - Higgins burst water main

Logged By < @gmail.com>

Date 02/05/2019 22:26 Logged By Log Type Log

Date 02/05/2019 21:58 Related Event(s) Water Main burst in Higgins

Priority Routine

Entry

Update from field crew - Secondary burst was a non-event. A scour valve was left open during recharge, leading to flooding in the area. scour has been closed and recharge recommenced.

Logged By Log Type Log

Date 02/05/2019 21:45 Related Event(s) Water Main burst in Higgins

Priority Routine

Entry

Following recharge of main, secondary pipe break has occurred. crew are investigating location and size of burst.

Logged By Log Type Log

Date 02/05/2019 21:32 Related Event(s) Water Main burst in Higgins

Priority Routine

Reliability Reliable

Entry

Update from field staff - Hydrants near scour valve have been checked and are running clear.

Main is to be recharged and then hydrants rechecked.

If still clear, scour valve will be closed.

Email received: RE: For immediate release - Icon Water operational update

Logged By

Date 02/05/2019 18:37 Changed status from Action required to Completed

Logged By

Date 02/05/2019 18:31

Email received: Water discolouration recovery

Logged By

Date 02/05/2019 18:16

Changed status from Action required to Completed

Logged By

Date 02/05/2019 17:45

Task assigned to : Situation Report ready for Approval - (none) - Situation Report #[insert SitRep number]

Logged By

Date 02/05/2019 17:39

Situation report lodged: (none) - Situation Report #[insert SitRep number]

Logged By

Date 02/05/2019 17:39

Logged By Log Type Log

Date 02/05/2019 17:31 Related Event(s) Water Main burst in Higgins

Priority Routine

Reliability Reliable Entry

A single report on Twitter that water is now clear at their house

added contact:

Logged By

Date 02/05/2019 17:19

Changed status from In progress to Completed

Logged By

Date 02/05/2019 17:17

Changed status from In progress to Completed

Logged By

Date 02/05/2019 17:17

Changed status from In progress to Completed

Logged By

Date 02/05/2019 17:17

Task assigned to : Email contact with schools

Logged By

Date 02/05/2019 17:13

Email received: Icon Water incident - Higgins burst water main

Logged By Icon Water Secretariat

Date 02/05/2019 16:57 Changed status from Action required to Completed

Logged By

Date 02/05/2019 16:56

Email received: Fwd: Higgins burst refill

Logged By

Date 02/05/2019 16:03

Logged By Log Type Log

Date 02/05/2019 16:03 Related Event(s) Water Main burst in Higgins

Priority Priority

Reliability Reliable

Entry

Refill operations for the DN600 burst Kingsford Smith Drv Higgins

(From )

Refill Pipe

Crn Southern Cross & Kingsford Smith Blk 32 Sec 20 Higgins DN150 FC 147880 Open 4-5 turns

Crn Wirraway & Kingsford Smith Blk 14 Sec 30 Higgins DN600 FC1895843 Monitor air valve

Monitor air valve

When air valve seals and main is full

Check for leaks

Return pipe to service

Crn Southern Cross & Kingsford Smith Blk 32 Sec 20 Higgins DN150 FC 147880 Open Fully

Crn Southern Cross & Kingsford Smith Blk 32 Sec 20 Higgins DN450 FC 406593 Open

Kingsford Smith Blk 35 Sec 20 Higgins DN150 FC406819 Open

Crn Castieau & Kingsford Smith Blk 32 Sec 20 Higgins DN225 FC 406947 Open

Crn Wirraway & Kingsford Smith Blk 14 Sec 30 Higgins DN150 FC406928 Open

Kingsford Smith Blk 37 Sec 32 Higgins DN600 FC406880 Open

Email received: FW: For immediate release - Icon Water operational update

Logged By

Date 02/05/2019 15:56

Email received: Fwd: 94 Pennyfather - back and front yard, garage and under house

Logged By

Date 02/05/2019 15:48

Email received: Fwd: 98 Pennyfather - mainly under house and shed - no Insurance Logged By

Date 02/05/2019 15:47

Email received: Fwd: 100 Pennyfather - no damage, surface water.

Logged By

Date 02/05/2019 15:46

Logged By Log Type Log

Date 02/05/2019 15:45 Related Event(s) Water Main burst in Higgins

Priority Routine

Entry

St Monica's Primary School - message left as outside business hours

Email received: Fwd: 96 pennefarther.

Logged By

Date 02/05/2019 15:45

Email received: Fwd: 104 Pennyfather - just surface water into garage - insured.

Logged By

Date 02/05/2019 15:43

Email received: Fwd: 106 Pennefarther

Logged By

Date 02/05/2019 15:43 Email received: Fwd: 80 Deathridge - mainly yard and garage - no insurance

Logged By

Date 02/05/2019 15:43

Logged By Log Type Log

Date 02/05/2019 15:43 Related Event(s) Water Main burst in Higgins

Priority Routine

Reliability Reliable Location 106 Pennefather St

Higgins ACT 2615

AUS

Entry

Images from 106 Pennefarther St

See 'related' tab.

Logged By Log Type Log

Date 02/05/2019 15:43 Related Event(s) Water Main burst in Higgins

Priority Routine

Reliability Reliable Location 80 Dethridge St

Higgins ACT 2615

AUS

Lodging agency Icon Water

Entry

Images from 80 Dethridge St.

See 'related' tab.

Logged By Log Type Log

Date 02/05/2019 15:42 Related Event(s) Water Main burst in Higgins

Priority Routine Entry

Mount Rogers Primary School - message left as school hours finish at 3:30pm

Email received: For immediate release - Icon Water operational update

Logged By

Date 02/05/2019 15:42

Email received: For immediate release - Icon Water operational update

Logged By Icon Water Communications

Date 02/05/2019 15:42

Email received: Fwd: 85 pennefarther

Logged By

Date 02/05/2019 15:41

Logged By Log Type Log

Date 02/05/2019 15:41 Related Event(s) Water Main burst in Higgins

Priority Routine

Reliability Reliable Location 85 Pennefather St

Higgins ACT 2615

AUS

Entry

Images from 85 Pennefarther St.

See 'related' tab.

Related Documents (3) img_0382.jpg File Size: 2Mb

File Type: Image

(Attached)

img_0383.jpg

File Size: 4Mb

File Type: Image

(Attached)

img_0385.jpg

File Size: 3Mb

File Type: Image

(Attached)

Email received: Fwd: 18 Castieau - mainly garage - insured

Logged By

Date 02/05/2019 15:40

Logged By Log Type Log

Date 02/05/2019 15:40 Related Event(s) Water Main burst in Higgins

Priority Routine

Reliability Reliable Location 18 Castieau St

Higgins ACT 2615

AUS

Entry

Images from 18 Castieau St

See 'related' tab.

Email received: FW: For immediate release - Icon Water operational update

Logged By

Date 02/05/2019 15:39 Logged By Log Type Log

Date 02/05/2019 15:39 Related Event(s) Water Main burst in Higgins

Priority Routine

Entry

Melba Copland College ( , Business Manager) - water discolouration experienced but school continued (college campus finished at 1:30 anyway; high school students had enrichment that were not in regular classes). Information sent to @mcss.act.edu.au

Email received: Fwd: 16 Castieau - mainly garage and backyard -

Logged By

Date 02/05/2019 15:38

Email received: Fwd: 14 Castieau- mainly garage - insurers had organised cleaners who were on site

Logged By

Date 02/05/2019 15:38

Logged By Log Type Log

Date 02/05/2019 15:38 Related Event(s) Water Main burst in Higgins

Priority Routine

Reliability Reliable Location 16 Castieau St

Higgins ACT 2615

AUS

Entry

Images from 16 Castieau St.

See 'related' tab.

Logged By Log Type Log

Date 02/05/2019 15:38 Related Event(s) Water Main burst in Higgins Priority Routine

Reliability Reliable Location 14 Castieau St

Higgins ACT 2615

AUS

Entry

Images from 14 Castieau St.

See 'related' tab.

Logged By Log Type Log

Date 02/05/2019 15:30 Related Event(s) Water Main burst in Higgins

Priority Routine

Entry

Macgregor Primary ( ) - no discolouration observed. Info sent to [email protected] just in case.

Email received: FW: For immediate release - Icon Water operational update

Logged By

Date 02/05/2019 15:30

Logged By Log Type Log

Date 02/05/2019 15:19 Related Event(s) Water Main burst in Higgins

Priority Routine

Entry

Miles Franklin Primary School, Evatt ( ) - have had some anecdotal comments on water discolouration but school continued. Info sent to [email protected]

Email received: FW: For immediate release - Icon Water operational update

Logged By

Date 02/05/2019 15:18 Email received: FW: For immediate release - Icon Water operational update

Logged By

Date 02/05/2019 15:13

Logged By Log Type Log

Date 02/05/2019 15:13 Related Event(s) Water Main burst in Higgins

Priority Routine

Entry

Giralang Primary ( ) - have not noticed any discolouration. Sent information anyway - [email protected]

added contact:

Logged By

Date 02/05/2019 15:10

Task assigned to : Update on main flushing

Logged By

Date 02/05/2019 15:09

Email received: FW: For immediate release - Icon Water operational update

Logged By

Date 02/05/2019 15:08

Logged By Log Type Log

Date 02/05/2019 15:08 Related Event(s) Water Main burst in Higgins Priority Routine

Entry

St John the Apostle ( - sent all children home as water severely discoloured. Have asked for information to inform school and students - informed of flushing underway now. [email protected]

Logged By Log Type Log

Date 02/05/2019 15:06 Related Event(s) Water Main burst in Higgins

Priority Routine

Reliability Reliable

Entry

advised that damaged pipe has been removed and that additional rock excavation is being undertaken.

Replacement pipe on site

Planning to commence installation once excavation complete.

Current crew finishes at 16:00 - replacement crew being arranged.

Logged By Log Type Log

Date 02/05/2019 15:02 Related Event(s) Water Main burst in Higgins

Priority Routine

Entry

Brindabella Christian College Charnwood ( ) - have not experienced any discolouration. No information required at this stage - will call back if any concerns.

Logged By Log Type Log

Date 02/05/2019 14:53 Related Event(s) Water Main burst in Higgins

Priority Routine

Reliability Reliable

Entry

Icon Water Board to be notified of incident Logged By Log Type Log

Date 02/05/2019 14:48 Related Event(s) Water Main burst in Higgins

Priority Routine

Entry

Florey Primary School ( ) - some throughout the day water discolouration experienced. Has been monitoring website - no further information needed.

Logged By Log Type Log

Date 02/05/2019 14:43 Related Event(s) Water Main burst in Higgins

Priority Routine

Entry

Latham Primary School ( ) - have bought water for the kids as water decolouration experienced - had called call centre and been advised that costs of bottled water would be reimbursed.

Information on media release and discolouration sent to Melissa. @ed.act.edu.au

Email received: FW: For immediate release - Icon Water operational update

Logged By

Date 02/05/2019 14:43

Email received: FW: For immediate release - Icon Water operational update

Logged By

Date 02/05/2019 14:37

Email received: FW: For CT, ABC and Twitter

Logged By

Date 02/05/2019 14:32 Email received: FW: For immediate release - Icon Water operational update

Logged By

Date 02/05/2019 14:32

Changed status from Action required to Completed

Logged By

Date 02/05/2019 14:31

Logged By Log Type Log

Date 02/05/2019 14:31 Related Event(s) Water Main burst in Higgins

Priority Routine

Lodging agency Icon Water

Entry

Called Charnwood-Dunlop School ( , Business Manager) - had no WQ issues all fine.

Logged By Log Type Log

Date 02/05/2019 14:27 Related Event(s) Water Main burst in Higgins

Priority Routine

Entry

, Business Manager from St Francis Xavier School - sent home 1,600 students today. @sfx.act.edu.au

Decision to send home given no drinking water and ability to clean up laboratories, cleaning kitchens, canteen, firefighting suppression.

Discolouration experienced (inappropriately used contamination term). Will perform onsite flushing from ~6pm by cleaners. Hoping to have school open for tomorrow - I explained our approach to flushing lines.

Email received: FW: For immediate release - Icon Water operational update

Logged By Date 02/05/2019 14:26

Email received: RE: Call Back Request

Logged By

Date 02/05/2019 14:16

Logged By Log Type Log

Date 02/05/2019 14:13 Related Event(s) Water Main burst in Higgins

Priority Routine

Entry

Called Access Canberra ( ) with request for appropriate contact to ACT Education Office (appropriate contact for next time) - unable to find appropriate officer answering the phone (took 15:48 minutes). Email sent to [email protected]

Email received: FW: For immediate release - Icon Water operational update

Logged By

Date 02/05/2019 14:12

Email received: FW: For immediate release - Icon Water operational update

Logged By

Date 02/05/2019 14:06

Email received: FW: 106 Pennefarther

Logged By

Date 02/05/2019 13:59

Logged By Log Type Log Date 02/05/2019 13:59 Related Event(s) Water Main burst in Higgins

Priority Routine

Entry

Catholic Education Office ( ) notified of situation and confirmed decision already made to send students from one school home. Requested information on the status in writing to @cg.catholic.edu.au

Email received: FW: 96 pennefarther.

Logged By

Date 02/05/2019 13:59

Logged By Log Type Log

Date 02/05/2019 13:59 Related Event(s) Water Main burst in Higgins

Priority Routine

Reliability Reliable Location 106 Pennefather St

Higgins ACT 2615

AUS

Entry

Images from 106 Pennefarther St.

See 'related' tab.

Logged By Log Type Log

Date 02/05/2019 13:59 Related Event(s) Water Main burst in Higgins

Priority Routine

Reliability Reliable

Entry

Images from 96 Pennefarther St.

See 'related' tab.