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2011/2012 | ANNUAL REPORT Enrich Quality of Life

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2011/2012 | ANNUAL REPORT Enrich Quality of Life 2011/2012 | ANNUAL REPORT ENRICH QUALITY OF LIFE. $249 MILLION invested in capital works of potable water supplied OVER 125,000ML to residents and businesses customers within a 14,384 1.3 MILLION square kilometre service territory trees planted as part of our 4,860 offset rehabilitation works 131,000ML of sewage collected and treated Passed on an per residential annual saving of $26 customer in 2011/12 PB Queensland Urban Utilities Annual Report 2011/12 Queensland Urban Utilities Annual Report 2011/12 1 ISSN: 1838-5575 Interpreter service statement: © Queensland Urban Utilities 2012 Queensland Urban Utilities is committed to providing accessible services to our customers and stakeholders About this report from culturally and linguistically diverse backgrounds. This report details Queensland Urban Utilities’ performance If you have difficulty in understanding the annual report, during the 2011/12 financial year. It gives us the opportunity please contact us on 13 14 50 and we will arrange an to report on our operational, environmental, social, interpreter to communicate the report to you effectively. and financial performance against our key business objectives and targets as set out in our corporate and operational plans. This report also outlines the challenges we have experienced and highlights our achievements. It is structured around our five key corporate objectives, to: • deliver service that is valued and trusted by customers and the community • focus on business efficiency and continuity Enquiries • keep our people safe, capable and dedicated Where possible, readers are encouraged to download the • maintain appropriate financial performance report online at www.urbanutilities.com.au/annualreport. • deliver sustainable growth. Where this is not possible, printed copies are available using one of the contact options below. Readership Level 6, Brisbane Transit Centre This report aims to communicate comprehensive West Tower, 171 Roma Street information to satisfy the needs of individuals and groups Brisbane QLD 4000 who are affected by, or have an interest in, our activities, including, but not limited to: Office hours: 8:30am – 4:30pm • our residential and commercial customers T: 13 26 57 (7am – 7pm weekdays) • our employees F: +61 7 3403 3208 • our shareholders E: [email protected] • government departments • the community For more information on any of the initiatives, projects or • the media. services mentioned in this report, visit the Queensland Urban Utilities website at: www.urbanutilities.com.au. We are committed to open and accountable governance, and welcome your feedback on our reporting. ABN 86 673 835 011 GPO Box 2765 Hon. Mark McArdle, MP Brisbane QLD 4001 Minister for Energy and Water Supply PO Box 15456 General Enquiries 13 26 57 CITY EAST QLD 4002 Faults & Emergencies 13 23 64 www.urbanutilities.com.au 14 September 2012 Dear Minister I am pleased to present the Annual Report 2011/12 for the Central SEQ Distributor-Retailer Authority trading as Queensland Urban Utilities. I certify that this annual report complies with: • the prescribed requirements of the Financial Accountability Act 2009 and the Financial and Performance Management Standard 2009; and • the detailed requirements set out in the Annual Report Requirements for Queensland Government Agencies. A checklist outlining the annual reporting requirements can be found at: www.urbanutilities.com.au/annualreport. Yours sincerely, Bernard Ponting Acting Board Chairperson Central SEQ Distributor-Retailer Authority trading as Queensland Urban Utilities Our profile 1.1 Queensland Urban Utilities Queensland Urban Utilities was established as We are jointly owned by Brisbane, Ipswich, Lockyer Valley, a statutory body on 1 July 2010 to be a distributor- Scenic Rim, and Somerset councils, and governed by an retailer under the provision of the South East independent Board. Queensland Water (Distribution and Retail The South East Queensland water industry comprises Restructuring) Act 2009, and as a service provider a number of key players at both state and local under the Water Supply (Safety and Reliability) government levels. Our relationship with the Act 2008. SEQ Water Grid is depicted in Figure 1. Seqwater Responsible for catchment, management, storage and treatment of bulk drinking water. Supplies water from Gold Coast Desalination Plant and Western Corridor Recycled Water Projects to SEQ Water Grid Manager, power stations and Wivenhoe Dam. s e i t i r o LinkWater h t u a d Moves drinking water from treatment plants and reservoirs through e n bulk pipeline networks and into the distribution networks. w o - e t a t S SEQ Water Grid Manager services, and sells water to local government-owned distribution and retail businesses operating from July 2010. Queensland Urban Utilities Unitywater Redland City Council servicing customers in the Brisbane, servicing customers in the Gold Coast City Council Local Ipswich, Lockyer Valley, Scenic Rim Sunshine Coast and Moreton Bay authorities and Somerset local authority areas. local authority areas. distributors Logan City Council Council water governemnt-owned These businesses are responsible for delivering potable, recycled and otherwater to customers, collecting and treating sewage , and charging for water and sewerage services. Residential and business customers Figure 1 – Our relationship with the SEQ Water Grid as at 1 July 2012. i Queensland Urban Utilities Annual Report 2011/12 Queensland Urban Utilities Annual Report 2011/12 ii 1.2 Our role Queensland Urban Utilities’ core responsibility is to By geographical area, we are the third largest water utility deliver drinking water, recycled water and sewerage in Australia. Our customer base lies within a territory of services to 1.3 million customers. Supporting the 14,384 square kilometres – an area that covers around delivery of these services are a number of functions, two-thirds of South East Queensland (see Figure 3). as listed in Figure 2. Our service territory area stretches from Cape Moreton Our water services are provided via 515,000 residential and in the east to the outskirts of Toowoomba in the west, 29,000 non-residential connections, while our sewerage up to the Yabba State Forest in the north, and down to the services are delivered via 491,000 residential and 27,000 New South Wales border along the Scenic Rim in the south. non-residential connections. We also service 5,028 trade waste and 225 recycled water customers. Queensland Urban Utilities’ functions are divided into three areas: Provision for Customer interface Enabling functions water distribution, and service provision for sustainability including: sewage transportation relating to: • strategy deployment and treatment including: • water meter management and data • financial and human resource management • demand forecasting and management • residential water billing and • governance and risk management • asset planning contract management • environment management • asset management and • bulk water billing and • community and stakeholder engagement asset alterations contract management • regulatory and legislative compliance • servicing, operating and maintenance. • direct supply to large customers including trade waste management • information and communication technology management • sewage transportation and treatment • procurement and contract management. • development assessments. Figure 2 – Queensland Urban Utilities’ functions. 1.3 MILLION residents supplied with water and sewerage services i Queensland Urban Utilities Annual Report 2011/12 Queensland Urban Utilities Annual Report 2011/12 ii N W E Somerset S service territory Brisbane service territory Lockyer Valley service Ipswich service territory territory Scenic Rim service territory iii Queensland Urban Utilities Annual Report 2011/12 Queensland Urban Utilities Annual Report 2011/12 iv Figure 3 - Our service area is made up of five service territories. Our profile 1.3 Our stakeholders Our infrastructure We are committed to engaging with our stakeholders Physical assets Total to identify, and ultimately satisfy, their needs and expectations. By doing so, we can create a greater Water reservoirs 125 awareness of who we are as an organisation, how we provide our services, and what our customers can expect Water pump stations 39 from us in the way of new infrastructure and pricing. Water boosters 107 Our solid relationship with the state and federal governments allow us to keep abreast of legislation Sewage pump stations 336 and regulations and ensure we continually fulfil our Sewage treatment plants 28 responsibility to protect the environment and support sustainable practices. Water supply network (km) 8,885 We maintain a strong relationship with our shareholders by providing regular updates on our performance, consulting Sewerage network (km) 9,076 on our strategic direction, and engaging at all levels on operational matters that are pertinent to each region. Our water and sewerage infrastructure network services the cities and townships of Brisbane, Ipswich, Our relationships with our fellow distributor-retailers Lockyer Valley, Scenic Rim and Somerset. and council water distributors, developers, suppliers, environmental groups, and our Customer and Community Reference Group, allow us to collaborate at a local level to work towards common goals. 8,885KM network of water pipes iii Queensland Urban Utilities Annual Report 2011/12 Queensland Urban Utilities Annual Report 2011/12 iv Our profile 1.3.1 Our Customer
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