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Compliance and Performance Report 2013-14 September 2014

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Compliance and Performance Report 2013-14 September 2014 COMPLIANCE AND PERFORMANCE REPORT 2013-14 SEPTEMBER 2014 HUNTER WATER Version 1.0 – August 2014 Address: 36 Honeysuckle Drive, Newcastle NSW 2300 Telephone: 1300 657 657 Fax: 02 4949 9414 TTY: 13 1450 Website: www.hunterwater.com.au © Hunter Water Corporation August 2014 ISSN: 1836-3253 ABN: 46228513446 Disclaimer Hunter Water makes every effort to ensure the accuracy of the information provided. However, Hunter Water accepts no responsibility for incorrect information and encourages the public to contact us directly for verification. TABLE OF CONTENTS Executive Summary ................................................................................................................................. 7 1 Introduction ...................................................................................................................................... 9 2 Water Quality .................................................................................................................................. 11 2.1 Introduction ............................................................................................................................... 11 2.2 Drinking Water .......................................................................................................................... 11 2.2.1 Overview of Drinking Water Supply Systems ................................................................. 11 2.2.2 Water Supply Systems and Performance at Critical Control Points ................................ 12 2.2.3 Verification Monitoring .................................................................................................. 24 2.2.4 Drinking Water Quality Management Activities and Programs 2013-14 .......................... 26 2.2.5 Proposed Drinking Water Quality Management Activities and Programs 2014-15 .......... 27 2.2.6 Proposed Significant Changes to the Drinking Water Quality Management System ....... 28 2.2.7 Water Quality Issues and Actions Taken to Resolve Them ............................................ 28 2.3 Recycled Water ......................................................................................................................... 30 2.3.1 Overview of Recycled Water Systems ........................................................................... 30 2.3.2 Recycled Water Schemes and Performance of Critical Control Points ........................... 32 2.3.3 Recycled Water Quality Management Activities and Programs 2013-14 ........................ 33 2.3.4 Proposed Recycled Water Quality Management Activities and Programs 2014-15 ........ 34 2.3.5 Proposed Significant Changes to the Recycled Water Quality Management System ..... 34 2.3.6 Recycled Water Issues and Actions Taken.................................................................... 34 3 Water Quantity ................................................................................................................................ 36 3.1 Introduction ............................................................................................................................... 36 3.2 Water Conservation Target ....................................................................................................... 36 3.3 Residential Water Conservation Projects 2013-14 ..................................................................... 37 3.3.1 Water Efficiency Education ........................................................................................... 38 3.3.2 Household Appliance Replacement Incentives .............................................................. 40 3.4 Proposed Water Conservation Projects 2014-15 ....................................................................... 41 3.4.1 Community Education and Awareness Programs .......................................................... 41 3.4.2 Household Appliance Replacement Incentives .............................................................. 41 3.5 Water Sources in the Lower Hunter ........................................................................................... 42 3.5.1 Chichester Dam ............................................................................................................ 43 3.5.2 Grahamstown Dam ....................................................................................................... 43 3.5.3 Tomago Sandbeds ....................................................................................................... 43 3.5.4 Small Water Sources .................................................................................................... 43 3.6 Reliable Quantity of Water Available from Existing Storages (yield) ........................................... 44 3.6.1 Service Levels for Drought Security (Definition of ‘Yield’)............................................... 44 3.6.2 Lower Hunter Yield ....................................................................................................... 44 3.7 Factors Affecting Yield .............................................................................................................. 45 3.7.1 Water Storage Performance in Drought ......................................................................... 45 3.7.2 Climatic Data, Trends and Projections........................................................................... 45 3.7.3 Supply to and/or From Areas Outside the Area of Operations ........................................ 46 3.7.4 Constraints on Extraction of Water Due to Water Management Legislation .................... 46 4 Assets ............................................................................................................................................. 47 4.1 Introduction ............................................................................................................................... 47 4.2 Overview of Hunter Water’s Asset Management System ........................................................... 47 4.3 Asset Management Activities and Programs 2013-14 ................................................................ 49 4.3.1 Initiative 1 – Alignment of Capability with Objectives ..................................................... 49 4.3.2 Initiative 2 – Rigorous Challenging of Business Cases .................................................. 50 4.3.3 Initiative 3 – Consistent Approach to Maintenance Management ................................... 51 4.3.4 Initiative 4 - Consistent Approach to Management and Operation of Critical Assets ....... 51 4.3.5 Initiative 5 - Operations and Maintenance Procedures Review and Updating ................. 52 4.4 Asset Management System Issues and Actions Taken .............................................................. 52 4.5 Proposed Asset Management Activities and Programs 2014-15 ................................................ 53 Compliance and Performance Report 2013-14 | 1 4.6 Proposed Significant Changes to the Asset Management System ............................................. 53 5 Customers and Consumers ........................................................................................................... 54 5.1 Introduction ............................................................................................................................... 54 5.2 The Role of the Consultative Forum .......................................................................................... 54 5.3 Consultative Forum Activities and Achievements 2013-14 ......................................................... 55 5.3.1 Key Matters Raised in 2013-14 ..................................................................................... 55 5.3.2 Achievements in 2013-14 .............................................................................................. 56 5.4 Customer Complaints ................................................................................................................ 57 5.4.1 Performance ................................................................................................................. 57 5.4.2 Systematic Problems Arising from Complaints and Actions ........................................... 66 5.5 Proposed Significant Changes .................................................................................................. 66 5.5.1 The Customer Contract ................................................................................................. 66 5.5.2 The Procedure for Payment Difficulties and Actions for Non-Payment ........................... 66 5.5.3 The Community Consultative Forum Charter ................................................................. 66 5.5.4 The Internal Complaints Handling Procedure ................................................................ 66 5.5.5 The External Dispute Resolution Scheme ..................................................................... 66 6 Environment ................................................................................................................................... 67 6.1 Introduction ............................................................................................................................... 67 6.2 Hunter Water Corporation’s Environmental Management System .............................................. 67 6.3 Environmental Management Plan - 2013-2017 .......................................................................... 67 6.4 Goal 1: Protection of Drinking Water Catchments .....................................................................
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