HUNTER WATER CORPORATION COMPLIANCE AND PERFORMANCE REPORT 2012-13 SEPTEMBER 2013 Version 1.0 – August 2013 Address: 36 Honeysuckle Drive, Newcastle NSW 2300 Telephone: 1300 657 657 Fax: 02 4949 9414 TTY: 131 450 Website: www.hunterwater.com.au © Hunter Water Corporation October 2012 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.
Contents
Executive Summary ...... 6 1 Introduction ...... 7 2 Water Quality ...... 8 2.1 Introduction ...... 8 2.2 Drinking Water ...... 8 Overview of Drinking Water Supply Systems ...... 8 Water Supply Systems and Performance at Critical Control Points ...... 12 Verification Monitoring ...... 20 Drinking Water Quality Management Activities and Programs 2012-13 ...... 22 Drinking Water Quality Management Activities and Programs to Meet Future Objectives ..... 23 Proposed Significant Changes to the Drinking Water Quality Management System ...... 23 Water Quality Incidents and Actions Taken to Resolve Them ...... 24 2.3 Recycled Water ...... 24 Overview of Recycled Water Systems ...... 25 Recycled Water Systems and Performance of Critical Control Points ...... 27 Recycled Water Quality Management Activities and Programs 2012-13 ...... 28 Recycled Water Quality Management Activities and Programs to Meet Future Objectives.... 29 Proposed Significant Changes to the Recycled Water Quality Management System ...... 29 Recycled Water Issues and Actions Taken ...... 29 3 Water Quantity...... 31 3.1 Introduction ...... 31 3.2 Water Conservation Target ...... 31 3.3 Residential Water Conservation Projects 2012-13 ...... 32 Community Water Efficiency Education ...... 33 Household Appliance Replacement Incentives ...... 35 Review of Effectiveness of Residential Water Efficiency Projects ...... 35 3.4 Proposed Water Conservation Projects 2013-14 ...... 35 Community Education and Awareness Programs ...... 36 Household Appliance Replacement Incentives ...... 36 3.5 Water Sources in the lower Hunter ...... 37 Chichester Dam ...... 38 Grahamstown Dam ...... 39 Tomago Sandbeds ...... 39 Small Water Sources ...... 39 3.6 Reliable Quantity of Water Available from Existing Storages (yield) ...... 40 Service Levels for Drought Security (Definition of ‘Yield’) ...... 40 Lower Hunter Yield ...... 40 3.7 Factors Affecting Yield ...... 41 Water Storage Performance in Drought ...... 41 Climatic Data, Trends and Projections ...... 41 Supply to and/or From Areas Outside the Area of Operations ...... 42 Constraints on Extraction of Water Due to Water Management Legislation ...... 42 4 Assets ...... 43 4.1 Introduction ...... 43 4.2 Overview of Hunter Water’s Asset Management System ...... 43 4.3 Asset Management Activities and Programs Completed in 2012-13 ...... 44 Aquamark Recommended Initiative 1 – Alignment of Capability with Objectives ...... 45 Aquamark Recommended Initiative 2 – Rigorous Challenging of Business Cases ...... 46
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Aquamark Recommended Initiative 3 – Consistent Approach to Maintenance Management 47 Aquamark Recommended Initiative 4 - Consistent Approach to Critical Assets ...... 48 Aquamark Recommended Initiative 5 - Operations and Maintenance Procedures Review ... 49 4.4 Asset Management System Failures ...... 50 System Failure: Business Support Systems ...... 50 4.5 Proposed Significant Changes to the Asset Management System ...... 50 Redeveloping Hunter Water’s Asset Management Sytem ...... 50 4.6 Asset Management Activities and Programs Proposed for 2013-14 ...... 51 Continued Work On Aquamark (2012) Recommendations ...... 51 Electrical Safety Project ...... 51 5 Customers and Consumers ...... 52 5.1 Introduction ...... 52 5.2 The Role of the Consultative Forum ...... 52 5.3 Consultative Forum Activities and Achievements 2012-13 ...... 53 Key Matters Raised in 2012-13 ...... 53 Achievements in 2012-13 ...... 54 5.4 Customer Complaints ...... 55 Performance ...... 55 Systematic Problems Arising from Complaints and Actions Taken to Resolve ...... 64 5.5 Proposed Significant Changes ...... 64 The Customer Contract ...... 64 The Procedure for Payment Difficulties and Actions for Non-Payment ...... 64 The Consultative Forum Charter ...... 64 The Internal Complaints Handling Procedure ...... 64 The External Dispute Resolution Scheme ...... 64 6 Environment ...... 65 6.1 Introduction ...... 65 6.2 Hunter Water Corporation’s Environmental Management System ...... 65 6.3 Changes to Environmental Targets – the 2013-2017 Environmental Management Plan ...... 66 6.4 Goal 1: Protection of Drinking Water Catchments ...... 66 Actions to Manage Risks ...... 66 Performance Against Targets ...... 68 Activities Planned for 2013-14 ...... 71 6.5 Goal 2 - Reliable Supply of Drinking Water with Appropriate Environmental Management ... 71 Actions to Manage Risks ...... 71 Activities Planned for 2013-14 ...... 77 6.6 Goal 3 - Conserve water supplies by ensuring efficient water use ...... 77 Actions to Manage Risks ...... 78 Performance Against Targets ...... 79 Activities Planned for 2013-14 ...... 82 6.7 Goal 4 - Manage Stormwater and Wastewater Infrastructure to Ensure Healthy Waterways 85 Actions to Manage Risks ...... 85 Performance Against Targets ...... 85 Activities Planned for 2013-14 ...... 90 6.8 Goal 5 - Minimise the Environmental Impacts of Hunter Waters Infrastructure Projects ...... 90 Actions to Manage Risks ...... 90 Performance Against Targets ...... 92 Activities Planned for 2013-14 ...... 94 6.9 Goal 6 - Promote Efficient Use of Resources and Minimisation of Waste ...... 94 Actions to Manage Risks ...... 94
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Performance Against Targets ...... 95 Activities Planned for 2013-14 ...... 100 6.10 Goal 7 - Responsibly Manage our Land and Property Assets ...... 101 Actions to Manage Risks ...... 101 Performance Against Targets ...... 102 Activities Planned for 2013-14 ...... 104 6.11 Goal 8 - Contribute to Sustainability and Environmental Awareness in the Community ...... 104 Actions to Manage Risks ...... 104 Performance Against Targets ...... 105 Activities Planned for 2013-14 ...... 107 6.12 Goal 9 - Environmental Management Practices and Promote a Responsible Culture ...... 107 Actions to Manage Risks ...... 107 Performance Against Targets ...... 108 Activities Planned for 2013-14 ...... 110 7 Performance Monitoring ...... 111 7.1 Introduction ...... 111 Water Pressure Standard ...... 111 Water Continuity Standard ...... 112 Wastewater Overflow Standard ...... 113 7.2 Performance Indicators 2012-13 ...... 116 IPART Performance Indicators ...... 116 8 Glossary ...... 157 8.1 Treatment Processes ...... 157 8.2 Key Physical, Chemical and Microbiological Parameters ...... 158
Appendices
Appendix A Revised Goals and Targets in the 2013-17 Environmental Management Plan...... 171
List of Tables
Table 2.1 Chichester Water Supply Critical Control Point Performance 2012-13 ...... 14 Table 2.2 Grahamstown Water Supply Critical Control Point Performance 2012-13 ...... 16 Table 2.3 Lemon Tree Passage Water Supply Critical Control Point Performance 2012-13 ...... 17 Table 2.4 Anna Bay and Nelson Bay Critical Control Point Performance 2012-13 ...... 19 Table 2.5 Gresford Water Supply Critical Control Point Performance 2012-13 ...... 20 Table 2.6 Microbiological Water Quality 2012-13 ...... 21 Table 2.7 Key Physical / Chemical Parameters 2012-13 ...... 21 Table 2.8 Drinking Water Quality Management Activities and Programs 2012-13 ...... 22 Table 2.9 Proposed Drinking Water Quality Management Activities and Programs ...... 23 Table 2.10 Hunter Water’s Recycled Water Schemes ...... 25 Table 2.11 The Vintage Recycled Water Scheme ...... 27 Table 2.12 Recycled Water Activities and Programs 2012-13 ...... 28 Table 2.13 Recycled Water Activities and Programs 2013-14 ...... 29 Table 3.1 Residential Water Use Per Annum ...... 31 Table 3.2 Residential Water Efficiency Projects and Estimated Water Savings ...... 33 Table 3.3 Capacity of Existing Water Sources ...... 38
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Table 5.1 National Water Indicators ...... 52 Table 6.1 Tree Planting ...... 68 Table 6.2 Goal 1 - Performance and Compliance in 2012-13 ...... 69 Table 6.3 Goal 2 - Performance and Compliance in 2012-13 ...... 73 Table 6.4 Goal 3 - Performance and Compliance in 2012-13 ...... 80 Table 6.5 Key Water Efficiency Projects for 2013-14 ...... 83 Table 6.6 Goal 4 - Performance and Compliance in 2012-13 ...... 86 Table 6.7 Biosolids Reuse ...... 88 Table 6.8 Goal 5 - Performance and Compliance in 2012-13 ...... 93 Table 6.9 Key Energy Management Initiatives Undertaken in 2012-13 ...... 94 Table 6.10 Goal 6 - Performance and Compliance in 2012-13 ...... 96 Table 6.11 Goal 7- Performance and Compliance in 2012-13 ...... 103 Table 6.12 Value of Sponsorship ...... 105 Table 6.13 Goal 8 - Performance and Compliance in 2012-13 ...... 106 Table 6.14 Environmental Training Delivered in 2012-13 ...... 108 Table 6.15 Goal 9 - Performance and Compliance in 2012-13 ...... 109 Table 7.1 I3 Overview of Events ...... 120 Table 7.2 IPART Indicators ...... 147 Table 7.3 National Water Indicators ...... 148
List of Figures
Figure 2.1 Hunter Water's Catchments, Storages and Water Treatment Plants ...... 10 Figure 2.2 Water Supply Zones at Hunter Water ...... 11 Figure 2.3 Hunter Water’s Recycled Water Schemes ...... 26 Figure 3.1 Ten Year Trend in Residential Water Use...... 32 Figure 3.2 Major Water Sources ...... 38 Figure 3.3 Simulated Water Storage in the Lower Hunter ...... 41 Figure 4.1 Aquamark Functional Comparison with Overall Benchmarking Group ...... 45 Figure 4.2 Monthly Preventive Maintenance Compliance Record 2012-13 – All Assets ...... 48 Figure 5.1 Total Water and Sewerage Complaints by Year ...... 57 Figure 5.2 Water Quality Complaints by Year ...... 58 Figure 5.3 Water Service Complaints by Year ...... 59 Figure 5.4 Sewerage Service Complaints by Year ...... 60 Figure 5.5 Drainage Complaints by Year ...... 61 Figure 5.6 Billing Complaints by Year ...... 62 Figure 5.7 Year Comparison of EWON Cases Closed by Level ...... 63 Figure 6.1 Breakdown of Water Sourced in 2012-2013 ...... 75 Figure 6.2 Volumes of Water Sourced from 2003-04 to 2012-13 ...... 76 Figure 6.3 Extraction from Water Sources and Storages in 2012-13 ...... 76 Figure 6.4 Extraction from Water Sources 2003-02 to 2012-13 ...... 77 Figure 6.5 Annual Water Consumption – 5 Year Rolling Average ...... 81 Figure 6.6 Recycled Water Consumption By Sector ...... 82
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Figure 6.7 Compliant Wastewater Treatment Plants ...... 88 Figure 6.8 Dry Tonnes of Biosolids Beneficially Reused ...... 89 Figure 6.9 Markets for Biosolids ...... 90 Figure 6.10 Energy Consumption by Asset Category 2012-13 ...... 98
Figure 6.11 Historical Net Greenhouse Gas Emissions (Tonnes CO2 - Equivalents) ...... 99 Figure 6.12 Greenhouse Gas Emissions Breakdown ...... 100 Figure7.1 Water Pressure Standard ...... 111 Figure 7.2 Water Continuity Standard (a) ...... 112 Figure7.3 Water Continuity Standard (b) ...... 113 Figure 7.4 Wastewater Overflow Standard (a) Performance ...... 114 Figure 7.5 Wastewater Overflow Standard (b) Performance ...... 115 Figure 7.6 WQ1 Performance ...... 116 Figure 7.7 WQ1.2 Performance ...... 117 Figure 7.8 I1 Performance ...... 118 Figure 7.9 I2 Performance ...... 119 Figure 7.10 I3 Performance ...... 120 Figure 7.11 I4 Performance ...... 122 Figure 7.12 I5 Performance ...... 123 Figure 7.13 I6 Performance ...... 124 Figure 7.14 I7 Performance ...... 125 Figure 7.15 I8 Performance ...... 126 Figure 7.16 E1 Performance ...... 127 Figure 7.17 E2 Performance ...... 128 Figure 7.18 E3 Performance ...... 129 Figure 7.19 E4 Performance ...... 130 Figure 7.20 E5 Performance ...... 131 Figure 7.21 E11 Performance ...... 132 Figure 7.22 E12 Performance ...... 133 Figure 7.23 E17 Performance ...... 134 Figure 7.24 C1 Performance ...... 135 Figure 7.25 C2 Performance ...... 136 Figure 7.26 C3 Performance ...... 137 Figure 7.27 C4 Performance ...... 138 Figure 7.28 C7 Performance ...... 139 Figure 7.29 C8 Performance ...... 140 Figure 7.30 C9 Performance ...... 141 Figure 7.31 C10 Performance ...... 142 Figure 7.32 C11 Performance ...... 143 Figure 7.33 C12 Performance ...... 144 Figure 7.34 C13 Performance ...... 145 Figure 7.35 C14 Performance ...... 146
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Executive Summary
Hunter Water Corporation (Hunter Water) is committed to delivering high quality, dependable and affordable water and wastewater services to the community of the lower Hunter region. Compliance with regulatory obligations is a key focus of Hunter Water’s operations. Hunter Water consistently complies with its Operating Licence obligations.
In 2012-13 Hunter Water achieved 100 per cent compliance with the standards set under the Operating Licence. This includes water continuity, water pressure and wastewater overflows. Hunter Water was also 100 per cent compliant with water quality targets for the year.
In the area of water quality, Hunter Water has identified critical control points across the water network and has achieved full compliance in 2012-13. For recycled water the critical control points are under development for each of the 16 recycled water schemes, as has been agreed with NSW Health. Critical control points have been developed for The Vintage Golf Club recycled water scheme and in 2012-13 Hunter Water achieved full compliance.
Hunter Water continues to work with the Metropolitan Water Directorate for water quantity planning as part of the Lower Hunter Water Plan. In 2012-13 a new water supply yield was defined and further work for the Lower Hunter Water Plan will continue in 2013-14.
In the 2012-13 period Hunter Water participated in the Aquamark 2012 benchmarking exercise and for six of the seven measures, Hunter Water performed above the median of the participating utilities. Opportunities for continued improvement have been identified and Hunter Water continues to work through the implementation of these initiatives.
The Community Consultative Forum continued to work with Hunter Water to address customer issues relating to planning and operations. In 2012-13 Hunter Water implemented a new Credit and Account Assistance Policy and updated its payment assistance scheme to support household customers in hardship.
Hunter Water has continued to deliver positive outcomes for the environment through its Environmental Management Plan (EMP) which defines the objectives and targets that Hunter Water use to manage risk and drive environmental improvements. A new EMP has been developed for the 2013-17 period and contains 11 primary goals that address Hunter Water’s key responsibilities to the community and environment.
Hunter Water has performed soundly during the first year of the new Operating Licence and is committed to full compliance with all relevant regulatory obligations.
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1 Introduction
Hunter Water is a state-owned Corporation that provides water and wastewater services to over half a million people in the lower Hunter region. Hunter Water’s primary purpose is to supply reliable high quality water and wastewater services to its customers. Hunter Water’s operations are governed by an Operating Licence issued by IPART.
A new Operating Licence commenced on 1 July 2012 and will govern operations until 30 June 2017. The Operating Licence stipulates the manner in which Hunter Water will manage water quality, water quantity, assets, customers and consumers, environmental responsibilities, quality management and performance targets and monitoring.
The 2012-13 Compliance and Performance Report provides detailed information on Hunter Water’s performance against prescribed clauses of the Operating Licence. The 2012-13 Compliance and Performance Report is the first annual report under the 2012-17 Operating Licence.
Water quality performance is reported in chapter two. This chapter details the 2012-13 water quality activities and associated performance and outlines the activities and programs scheduled for 2013- 14. Furthermore, the chapter reports on the performance of critical control points and any drinking water quality and recycled water quality management system failures and the actions that were taken to resolve these.
Water quantity performance is reported in chapter three. It reports on compliance with the water conservation target for residential water use in the lower Hunter region. The chapter details projects undertaken in 2012-13 and those planned for 2013-14. Furthermore the chapter details the new definition of yield as developed under the Lower Hunter Water Plan and information regarding quantities of water that can be derived from existing water sources.
Asset performance is reported in chapter four. This chapter reports on Hunter Water’s asset management system which is in accordance with the Aquamark 2012 benchmarking tool. It reports on the asset management programs and activities and associated outcomes as achieved in 2012-13 and those scheduled for 2013-14. Furthermore, the chapter details any system failures and proposed significant changes.
Customer and consumer performance is reported in chapter five. It reports on achievements of the Community Consultative Forum and matters arising from 2012-13 meetings. It also details complaint performance, systematic problems arising from complaints and the actions taken to resolve them. Proposed significant changes are also addressed.
Environment performance is reported in chapter six. It reports on the activities and programs undertaken in 2012-13 to manage risks to the environment. It also details Hunter Water’s performance in meeting targets for 2012-13 and those targets that are scheduled for 2013-14. Proposed significant changes are also addressed.
Performance monitoring is reported in chapter seven. This chapter provides performance data for key system performance standards as required under the Operating Licence. It compares performance to the previous five years and analysis around the results. Furthermore, the chapter reports performance against the IPART indicator set and presents this against five years of data to identify trends where possible. The data set for the 2012-13 National Performance Report is also provided.
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2 Water Quality
2.1 Introduction
Chapter two provides an overview of Hunter Water’s water quality performance. Specifically, it reports on drinking water and recycled water quality management activities and programs completed in 2012- 13 including the results and outcomes of those activities and programs. The chapter also reports on the activities and programs that Hunter Water proposes to undertake in 2013-14 to meet water quality objectives. Furthermore, it details the performance of critical control points over the long term in accordance with the Australian Drinking Water Guidelines and the Australian Guidelines for Recycled Water. The proposed significant changes to the drinking water and recycled water quality management systems are also reported. Finally, the chapter reports on any failures to the drinking water or recycled water quality management systems and the actions that have been taken to resolve them.
2.2 Drinking Water
Overview of Drinking Water Supply Systems
Hunter Water supplies high quality drinking water to more than half a million people in the Lower Hunter region of New South Wales.
Drinking water sources within Hunter Water’s area of operations include:
Grahamstown Dam;
Tomago Sandbeds;
Anna Bay Sandbeds;
The Paterson River; and
The Allyn River.
Hunter Water operates six water treatment plants (WTPs) within its Area of Operations:
Dungog WTP;
Grahamstown WTP ;
Lemon Tree Passage WTP;
Anna Bay WTP;
Nelson Bay WTP; and
Gresford WTP.
The location of Hunter Water’s catchments, storages and WTPs are shown in Figure 2.1.
Hunter Water supplies a small volume of treated water to Midcoast Water in Karuah and can also supply and receive bulk treated water from Wyong Council. During 2012-13, Hunter Water supplied 22.6 ML of water to Wyong Council, but did not receive any water from Wyong’s water supply system.
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Water supply zones are shown in Figure 2.2. Water supplied by Hunter Water is transported and stored within a closed, well-maintained distribution system. All clear water tanks and storage reservoirs within the distribution system are fully covered and regular inspections are undertaken to ensure the integrity of the system is maintained. Security measures are in place to prevent unauthorised access to water storages.
Maintenance and construction activities are undertaken in accordance with procedures that are designed to ensure drinking water quality is protected.
Hunter Water has backflow prevention measures in place to protect the water supply system from backflow from properties that are connected to the system.
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Figure 2.1 Hunter Water's Catchments, Storages and Water Treatment Plants
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Figure 2.2 Water Supply Zones at Hunter Water
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Water Supply Systems and Performance at Critical Control Points
Hunter Water’s drinking water systems are managed in line with the 2011 Australian Drinking Water Guidelines (2011 ADWG’s) framework for management of drinking water quality (referred to as ‘the Framework’). One of the key elements of the Framework is the application of preventive measures at all steps in the water supply process from catchment to tap to ensure that consistently safe drinking water is supplied.
Critical Control Points are an important component of this element.
“A critical control point is defined as an activity, procedure or process at which control can be applied and which is essential to prevent a hazard or reduce it to an acceptable level.” (ADWG 2011 Section 3.3.2 Critical Control Points)
Critical control points have been identified for all of Hunter Water’s water supply systems. Where practical, water quality parameters at critical control points are continuously monitored using a SCADA system.
Critical limits have been defined for Critical Control Points within Hunter Water’s water supply systems.
“Critical limits are performance criteria that separate acceptability from unacceptability in terms of hazard control and water safety.” (ADWG 2011 Section 3.3.2 Critical Control Points)
Operational target levels for critical control points are set at a level that is more stringent than the critical limit. Using SCADA, alarm limits are set so that corrective action can be taken before the critical limit is reached. For key water quality parameters at some WTPs, the plant automatically shuts down before the critical limit is reached. Hunter Water is implementing automatic shutdown for key water quality parameters at all water treatment plants.
Critical control points where continuous monitoring and control is maintained include:
Coagulation / filtration i.e. operation of coagulation dosing systems, filtered water turbidity etc
Disinfection i.e. operation of chlorination systems, chlorine concentrations, pH, flow rates, clear water tank level etc
Fluoridation i.e. operation of fluoride dosing systems and fluoride concentration
Critical Control Points where it is not practical to have continuous monitoring and control include the following:
Maintenance of a closed distribution system, i.e. to ensure that the integrity of reservoirs is maintained;
Adherence to correct maintenance procedures to ensure watermain breaks and other faults are repaired in a way that will prevent contamination;
Correct procedures applied during construction to prevent contamination within the water supply system; and
Appropriate backflow prevention measures implemented to ensure the water supply is protected from potentially contaminated backflow from properties connected to the system.
An outline of each of Hunter Water’s water supply zones and performance at critical control points during 2012-13 is set out below.
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Chichester Water Supply System
The catchment for this source consists mainly of pristine forest within a National Park, with a small area of cleared farmland. Water is chlorinated at the dam and filtered and disinfected at Dungog WTP. A small proportion of water from Dungog WTP is supplied to customers within the Dungog local government area. The majority of water is fed by gravity trunkmain to the Cessnock and Maitland areas (which are within the Chichester water supply zone) and Newcastle (where water from this source blends with water from Grahamstown WTP to form part of the supply to the Grahamstown water supply zone). The estimated population within the Chichester water supply zone is 133,000.
Chichester catchment and storage The catchment for Chichester Dam is largely within the pristine Barrington Tops National Park with a small area (8 per cent) of cleared farmland. The catchment covers 197 km2 and receives water from the Chichester and Wangat Rivers.
The capacity of Chichester dam is 21,500 ML. The dam wall is 254m long and 43m high. Water from Chichester Dam is chlorinated at the dam and then transported via a gravity pipe to Dungog WTP.
Chichester Dam
Treatment at Dungog WTP Dungog WTP is a direct filtration plant with a maximum capacity of 85 ML/d.
The treatment plant includes the following processes:
Coagulation / flocculation;
Filtration;
pH correction;
Disinfection; and Dungog Water Treatment Plant Fluoridation.
A brief explanation of each of the water treatment processes in included in the Glossary.
Chichester distribution system A small proportion of water from Dungog WTP is supplied to the townships of Dungog, Paterson, Vacy, Clarencetown and Seaham.
The majority of water from this plant is fed by gravity trunkmain to the Cessnock, Maitland and Newcastle areas. Water supplied to Maitland and Cessnock is re-chlorinated at the outlet to Buttai Reservoir. Water from the Chichester trunkmain also gravitates to the Newcastle and Lake Macquarie
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areas (Grahamstown water supply zone), where it blends with water supplied from Grahamstown WTP.
Performance at critical control points within the Chichester water supply system during 2012-13 is provided in Table 2.1.
Table 2.1 Chichester Water Supply Critical Control Point Performance 2012-13 Critical Control Point Performance Compliant Trunkmain chlorination at dam Chlorine concentration within the upper critical √ limit (< 5 mg/L) at all times Dungog WTP coagulation & Filtered water turbidity within the critical limit (< √ filtration 1 NTU) at all times Dungog WTP post-filtration Disinfection (CT > 4 min.mg/L) within the critical √ disinfection limit at all times Chlorine concentration within the upper critical √ limit (< 5 mg/L) at all times Dungog WTP fluoridation Fluoride concentration within the critical limit (< √ 1.5 mg/L) at all times Buttai chlorinator Chlorine concentration within the upper critical √ limit (< 5 mg/L) at all times Fully enclosed distribution system Storages were routinely inspected and repairs √ and storages promptly undertaken Backflow prevention policy and Backflow prevention policy and procedures √ procedures implemented Maintenance and repair protocols Protocols and procedures implemented √ and procedures Construction protocol and Protocols and procedures implemented √ procedures
Grahamstown Water Supply System
Grahamstown Dam is fed by its own catchment, as well as water pumped from the Williams River. Water from Grahamstown Dam is filtered and disinfected at Grahamstown WTP. Grahamstown WTP can also treat water from the Tomago source. Treated water from Grahamstown WTP supplies Newcastle and Lake Macquarie, as well as Medowie, Stockton and Kooragang Island. Water from this supply zone is also pumped to the Tomaree Peninsular to form part of the supply to the Anna Bay / Nelson Bay area. The estimated population within the Grahamstown water supply zone is 374,000.
Grahamstown catchment and storage
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Grahamstown Dam is an off-river storage with approximately half of the stored water supplied from its own small catchment (area 115 km2) and the remaining half by pumping from the Williams River. The capacity of the dam is 182,300 ML.
Land use in the dam’s direct catchment include State Forest, rural, rural residential and urban.
The main land-use activities in the Williams River Catchment (area 974 km2) are rural in nature with cattle grazing and dairying predominating. Grahamstown Dam
Water is pumped from Grahamstown Dam to Grahamstown WTP.
Treatment at Grahamstown WTP Grahamstown WTP is a conventional water treatment plant and can treat water from Grahamstown Dam and / or Tomago Sandbeds. The plant has a maximum capacity of 257 ML/d.
The plant includes the following processes:
Aeration (Tomago water only);
Coagulation / flocculation;
Sedimentation;
Filtration; Grahamstown WTP pH correction;
Disinfection; and
Fluoridation.
Grahamstown Distribution System Treated water from Grahamstown WTP is pumped to the Newcastle and Lake Macquarie local government areas. The water is re-chlorinated at four locations within the Newcastle and Lake Macquarie distribution system to improve the chlorine residual within the distribution system.
Water from Grahamstown WTP is supplied to Medowie, Stockton and Kooragang Island. Water from this zone is also pumped to the Tomaree peninsular to form part of the supply to the Anna Bay / Nelson Bay zone.
Performance at critical control points within the Grahamstown water supply zone during 2012-13 is set out in Table 2.2.
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Table 2.2 Grahamstown Water Supply Critical Control Point Performance 2012-13 Critical Control Point Performance Compliant Grahamstown WTP Coagulation Filtered water turbidity within the critical limit (< 1 √ and Filtration NTU) at all times Grahamstown WTP and Mains Disinfection (CT > 4 min.mg/L) within the critical √ Disinfection limit at all times Chlorine concentration within the upper critical √ limit (< 5 mg/L) at all times Grahamstown WTP Fluoridation Fluoride concentration within the critical limit (< √ 1.5 mg/L) at all times Distribution System Chlorinators Chlorine concentration maintained the within √ (Cardiff, Toronto, North Lambton, upper critical limit (< 5 mg/L) at all times South Wallsend Chlorinators) Fully enclosed distribution system Storages were routinely inspected and repairs √ and storages promptly undertaken Backflow prevention policy and Backflow prevention policy and procedures √ procedures implemented Maintenance and repair protocols Protocols and procedures implemented √ and procedures Construction protocol and Protocols and procedures implemented √ procedures
Lemon Tree Passage Water Supply System
Water is extracted from the North-Eastern end of the Tomago sandbeds and treated using two-stage filtration and disinfection at Lemon Tree Passage WTP. Treated water is pumped to Tanilba Bay, Mallabula, Lemon Tree Passage, Swan Bay and Karuah. The estimated population supplied by this system is 7,600.
Tomago sandbeds catchment and storage The Tomago sandbeds catchment covers an extensive area (109km2) from Heatherbrae in the West to Lemon Tree Passage in the East. The majority of the catchment is State Conservation Area however, land use also includes residential, industry, transport, agriculture, utilities, defence force activities, recreational sites and viticulture.
Water is extracted from the Tomago sandbeds using a network of production bores before being treated at Grahamstown WTP, and at the North-Eastern end, at Lemon Tree Passage WTP. Tomago Sandbeds
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Treatment at Lemon Tree Passage WTP Lemon Tree Passage WTP has a maximum capacity of 5 megalitres per day.
The plant includes the following processes:
Aeration;
Coagulation / flocculation;
Two stage filtration;
pH correction;
Disinfection; and
Fluoridation.
.
Lemon Tree Passage WTP
Lemon Tree Passage Distribution System Water is supplied from Lemon Tree Passage WTP to Tanilba Bay, Mallabula, Lemon Tree Passage, Swan Bay and Karuah.
Performance at critical control points within the Lemon Tree Passage water supply zone during 2012- 13 is set out in Table 2.3.
Table 2.3 Lemon Tree Passage Water Supply Critical Control Point Performance 2012-13 Critical Control Point Performance Compliant Lemon Tree Passage WTP Filtered water turbidity within the critical limit (< 1 √ coagulation and filtration NTU*) Lemon Tree Passage WTP Disinfection (CT > 4 min.mg/L) within the critical √ disinfection limit at all times Chlorine concentration within the upper critical √ limit (< 5 mg/L) at all times Lemon Tree Passage WTP Fluoride concentration within the critical limit (< 1.5 √ fluoridation mg/L) at all times Fully enclosed distribution system Storages were routinely inspected and repairs √ and storages promptly undertaken Backflow prevention policy and Backflow prevention policy and procedures √ procedures implemented Maintenance and repair protocols Protocols and procedures implemented √ and procedures Construction protocol and Protocols and procedures implemented √ procedures The following exceptions for filtered water turbidity at Lemon Tree Passage WTP have been agreed to with NSW Health (as set in the criteria for notification to NSW Health): Clearwater pumps stop/start operation and plant restarting causing brief turbidity spikes (stirring up lime solids); and Filter in a backwash cycle causing brief turbidity spikes. Backwashing of a roughing filter or a secondary filter may cause turbidity spikes on either or both secondary filters due to flow changes and ripening effects
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Anna Bay and Nelson Bay Water Supply System
The Anna Bay Sandbeds are located within the protected catchment of the Tomaree National Park. Water is naturally filtered within the sandbeds, and is aerated and disinfected at Anna Bay and Nelson Bay WTPs. Water from this source is blended with water from Grahamstown WTP to supply the Tomaree Peninsular. The estimated population within the Anna Bay / Nelson Bay Water Supply zone is 25,000.
Anna Bay sandbeds catchment and storage The Anna Bay Sandbeds are located within the protected catchment of the Tomaree National Park. The catchment area is approximately 16 km2.
The groundwater is naturally filtered within the aquifer. Water is extracted from the sandbeds using a network of production bores and treated at Anna Bay and Nelson Bay WTPs
Anna Bay Bores
Treatment at Anna Bay and Nelson Bay Water Treatment Plants Anna Bay and Nelson Bay WTPs can each supply a maximum flow of about 12 ML/d.
The plants use the following processes:
Aeration;
pH correction;
Disinfection; and
Fluoridation.
Anna Bay WTP
Anna Bay / Nelson Bay distribution system Water from the WTPs supply the Tomaree Peninsular, including Anna Bay, Boat Harbour, Salamander Bay, Nelson Bay, Fingal Bay, Shoal Bay, Corlette and Soldiers Point.
Water from Grahamstown WTP is also used to supply the Anna Bay / Nelson Bay water zone.
Performance at critical control points within the Anna Bay / Nelson Bay water supply zone during 2012-13 is set out in Table 2.4.
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Table 2.4 Anna Bay and Nelson Bay Water Supply Critical Control Point Performance 2012-13 Critical Control Point Performance Compliant Anna Bay/Nelson Bay WTP Disinfection (CT > 4 min.mg/L) within the critical limit √ disinfection at all times Chlorine concentration within the upper critical limit √ (< 5 mg/L) at all times Anna Bay/Nelson Bay WTP Fluoride concentration within the critical limit (< 1.5 √ fluoridation mg/L) at all times Fully enclosed distribution system Storages were routinely inspected and repairs √ and storages promptly undertaken Backflow prevention policy and Backflow prevention policy and procedures √ procedures implemented Maintenance and repair protocols Protocols and procedures implemented √ and procedures Construction protocol and Protocols and procedures implemented √ procedures
Gresford Water Supply System
Water is extracted from the Allyn and Paterson Rivers and is filtered and disinfected at Gresford WTP. Water is supplied to Gresford and East Gresford, with an estimated population of 330.
Allyn and Paterson Rivers catchment The predominant land uses within the Allyn and Paterson catchments include grazing, dairy and poultry farming, forestry and recreational activities.
Water is extracted from the Allyn and Paterson Rivers at Gresford, and is treated at the Gresford WTP.
Allyn River
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Treatment at Gresford WTP The maximum capacity of Gresford WTP is 0.6 ML/day.
The plant includes the following processes:
Microfiltration; and
Disinfection.
The plant is remotely monitored using SCADA.
Automatic shutdown of the plant is in place for key water quality parameters.
Membrane Filtration - Gresford WTP
Gresford distribution system Water from Gresford WTP is supplied to Gresford and East Gresford.
Performance at critical control points within the Gresford water supply system during 2012-13 is set out in Table 2.5.
Table 2.5 Gresford Water Supply Critical Control Point Performance 2012-13 Critical Control Point Performance Compliant Gresford WTP Microfiltration Filtered water turbidity within the critical √ limit (< 1 NTU) at all times Gresford WTP Disinfection Disinfection (CT > 4 min.mg/L) within the √ critical limit at all times Chlorine concentration within the upper √ critical limit (< 5 mg/L) at all times Fully enclosed Clear Water Tank and Clear Water Tank routinely inspected and √ distribution system repairs promptly undertaken Backflow prevention policy and Backflow prevention policy and procedures √ procedures implemented Maintenance and repair protocols √ Protocols and procedures implemented and procedures Construction protocol and procedures Protocols and procedures implemented √
Verification Monitoring
The Framework emphasises a preventive approach (including operational monitoring and process control) combined with verification monitoring (Element five of the framework) to confirm that preventive measures have been effective.
“Verification of drinking water quality provides an important link back to the operation of the water supply system and additional assurance that the preventive measures and treatment barriers in the
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water supply system have worked, and are working, to supply safe drinking water.” (ADWG 2011 Section 9.5 p. 9.17)
Verification monitoring is based on results of water quality samples that are representative of water supplied to customer’s taps.
Full compliance with regulatory requirements was achieved for verification monitoring for 2012-13 Table 2.6 and
Table 2.7 show the performance and mean results of analysis for key microbiological and physical / chemical parameters during this period.
It should be noted that the 2011 ADWG specify water quality standards that are considered safe for people to drink over an entire lifetime. Therefore, licence performance is a statistical analysis of results, based on percentage compliance rather than absolute figures.
Table 2.6 Microbiological Water Quality 2012-13 Parameter Health / Measure of Regulatory Whole of Hunter Compliant Aesthetic Compliance Target Water 12 Months Samples E.coli Health % of samples >98% of 99.9% of samples √ containing <1 Most samples shall contained <1 MPN Probable Number contain <1 MPN per 100 mL (MPN) per 100 mL per 100 mL
Table 2.7 Key Physical / Chemical Parameters 2012-13 Category Parameter Units 2011 Health / Hunter Water 12 Compliant ADWG Aesthetic Licence Months Guideline Performance Mean Physical Turbidity NTU ≤ 5 Aesthetic 0.2 0.2 √ pH 6.5 to 9.2 Aesthetic 7.6 7.5 √ Colour HU ≤ 15 Aesthetic 5 5 √ Chemical Iron mg/L ≤ 0.3 Aesthetic 0.02 0.02 √ Manganese mg/L ≤ 0.5 Health 0.019 0.004 √ Aluminium mg/L ≤ 0.2 Aesthetic 0.052 0.051 √ Copper mg/L ≤ 2 Health 0.013 0.003 √ Lead mg/L ≤ 0.01 Health 0.002 0.001 √ Zinc mg/L ≤ 3 Aesthetic 0.003 0.002 √ Fluoride mg/L ≤ 1.5 Health 1.12 0.92 √ Chlorine mg/L ≤ 5 Health 0.9 0.3 √ Trihalo- mg/L ≤ 0.25 Health 0.136 0.078 √ methanes
Licence performance result for each Physical / Chemical Parameter is determined as follows:
For health related characteristics, the objective is to be confident that the 95th percentile of results over the preceding 12 months is less than the guideline value. This means that the upper bound of the 95 per cent confidence interval for the 95th percentile should be less than the guideline value.
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For water quality characteristics which are not health related (ie aesthetic), the objective is to be confident that the mean value (or average) of results over the preceding 12 months is less than the guideline value. This means that the upper bound of the 95 per cent confidence interval for the mean should be less than the guideline value.
A brief explanation for each key water quality parameter is included in the Glossary.
Drinking Water Quality Management Activities and Programs 2012-13
Improvements to drinking water quality management undertaken or underway during 2012-13 are shown in Table 2.8
Table 2.8 Drinking Water Quality Management Activities and Programs 2012-13 ADWG Framework Water quality objective Activity / Program Results / Outcomes sub-element
3.1 Preventive Measures Develop strategy for Distribution System The strategy includes an and Multiple Barriers optimising chlorine Disinfection Residual investigation of organics residual in distribution Strategy in the Grahamstown system to provide source, enhanced additional barrier to coagulation at the WTP pathogens and, modelling of chlorine in the distribution system. The strategy will be completed by December 2014 3.2 Critical Control Clearly define notification Protocol, target and Criteria for notification Points criteria for "failure of critical (notification) limit agreed with NSW Health disinfection", ie critical for disinfection at WTPs limit for primary disinfection
4.3 Corrective Action Ensure that WTP is shut Auto-shutdown of WTPs Automatic shutdown for down before for key water quality key water quality unacceptable water parameters parameters at WTPs fully quality is supplied to the implemented at four zone WTPs and partly implemented at two plants. Automatic shutdown for all WTPs is expected to be completed by end of December 2013
5.1 Water Quality Align pesticide Investigate pesticides Investigation of Monitoring monitoring program to used within Hunter pesticides used within pesticide use within Water's catchments Hunter Water's catchments catchments undertaken and revised monitoring program proposed 7.2 Employee Training Improve staff awareness Water Quality Awareness Water quality awareness of risks / preventive Training for relevant staff training is now approach to protecting documented in training documented in training drinking water quality. records records system.
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9.1 Investigative studies Improve understanding Contributed to Australian Projects on-going and research monitoring of E coli as an indicator Research Council bacteria, and organic research projects matter in Grahamstown including E. coli as an source indicator bacteria, Monitoring organic matter in drinking water systems using fluorescence spectroscopy
Drinking Water Quality Management Activities and Programs Proposed to Meet Future Objectives
Proposed measures to improve drinking water quality management are outlined in Table 2.9.
Table 2.9 Proposed Drinking Water Quality Management Activities and Programs ADWG Framework Water Quality Objective Activity / Program Scope / Expected Sub-element Outcomes / Timeframe 3.2 Critical Control Improve backflow Review backflow Revise Backflow Points prevention prevention strategies Prevention Strategy to include new measures to identify previously unknown high and medium risk customers. Revise Meter Fleet Management Strategy to include improved coverage of backflow prevention for meter fleet replacement. Strategies to be completed by July 2014 4.1 Operational Optimise operation of Implement improvements Review operation of Procedures distribution chlorinators to operation of chlorinators in the 4.3 Corrective Action distribution system distribution system and 4.4 Equipment Capability chlorinators develop optimisation and Maintenance plans for each facility. Improvements plan to be developed by July 2014 4.2 Operational Document real-time Development of reporting System to be in place by Monitoring performance against protocol for filtered water July 2014. operational targets turbidity and CT
5.1 Water Quality Align pesticide Implement revised Revised monitoring Monitoring monitoring program to pesticide monitoring program based on pesticide use within program which targets investigation of pesticide catchments pesticides used within use within catchments Hunter Water's agreed with NSW Health. catchments Revised pesticide monitoring program to commence in 2013-14. 7.2 Employee Training Increase awareness of Development of on-line On-line training to be risks / preventive water quality awareness developed by July 2014 approach to protecting training drinking water quality.
Proposed Significant Changes to the Drinking Water Quality Management System
Hunter Water does not propose any significant changes to its drinking water quality management systems for 2013-14.
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Water Quality Incidents and Actions Taken to Resolve Them
Elevated Manganese at Gresford
Elevated concentrations of manganese were measured at Gresford and East Gresford from 3 to 12 October 2012. Manganese concentrations of up to 0.22 mg/L in the clear water tank and up to 0.17 mg/L in the distribution system were recorded. The ADWG aesthetic guideline for manganese is 0.1 mg/L and the health-based guideline is 0.5 mg/L. Three dirty water complaints were received during this period.
The elevated manganese concentrations were caused by silt build-up on the Paterson River off take structure. The Patterson off-take structure has been modified to reduce the build up of silt. Following modification to the off-take structure, manganese concentrations returned to acceptable levels. Regular cleaning of the structure to remove silt has been scheduled to prevent the problem recurring.
Detection of E. coli at Karuah
E. coli was detected within the distribution system at Karuah on 12 December 2012 and 21 January 2013. Biofilm within the pipe network is considered the probable source of the indicator bacteria however, investigation of other potential sources of contaminants was undertaken.
Karuah reservoir was inspected and found to be in good condition. Bird-wire and grating were installed over the scour pipe outlet to provide a robust barrier against birds and vermin entering.
The frequency and quantity of chlorine tablet dosing at Karuah reservoir was gradually increased to improve chlorine residual throughout the distribution system. Quality assurance controls were implemented for the dosing program to verify that each scheduled tablet dosing was completed.
Localised Taste and Odour Incident at Booragul
Six properties within Booragul were affected by a localised taste and odour problem which occurred on 27 and 28 June 2013. Extensive flushing of the mains and customers water pipes was undertaken, which resolved the problem.
Desktop and field-based investigation of the problem did not identify a definite cause. Possible sources of contamination include:
Backflow under pressure from customer’s service
Backflow under pressure from hydrants
Permeation of ground contamination through the mains
No likely source of backflow such as a pump connected to the distribution system was identified however, a number of water meters were found to not provide adequate backflow prevention. All water meters with the local section of the street were replaced. Backflow from customer’s services is considered to be a possible cause and consequently, Hunter Water will review its Backflow Prevention Strategy as a follow-up to this incident.
2.3 Recycled Water
Hunter Water’s recycled water schemes are currently managed under the National Water Quality Management Strategy Guidelines for Sewerage Systems: Use of Reclaimed Water 2000. As agreed with NSW Health in 2012, Hunter Water is working towards implementing the 2006 Australian Guidelines for Water Recycling (AGWR) by July 2015 for all existing schemes. The AGWR provides a
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framework for the management of recycled water systems. The framework emphasises a risk management approach in controlling hazards to human health and the environment.
The key activities required to meet compliance with the AGWR are detailed in Hunter Water’s Five Year Recycled Water Quality Improvement Plan.
Details of activities completed during 2012-13 and proposed future improvements are outlined within this chapter.
Overview of Recycled Water Systems
Hunter Water’s current recycled water schemes provide recycled water from the Branxton, Cessnock, Dora Creek, Dungog, Edgeworth, Farley, Karuah, Kurri, Morpeth and Paxton Wastewater Treatment Works (WWTW) as described in Table 2.10. The location of Hunter Water’s current and proposed recycled water schemes is shown in Figure 2.3.
Table 2.10 Hunter Water’s Recycled Water Schemes Wastewater Treatment Works Recycled Water Scheme Use Branxton Branxton Golf Club, local farmer and The Vintage Golf Club Cessnock Stonebridge Golf Club Dora Creek Eraring Power Station Edgeworth Oceanic Coal, Waratah Golf Club Farley Local farmer Karuah Karuah Effluent Reuse Enterprise Kurri Kurri Kurri Kurri Golf Club and Kurri Kurri Tafe Morpeth Easts Golf Club, McColl Engineering (trotting track irrigation) and local farmer Paxton Paxton Woodlots Dungog Local farmer
Hunter Water has committed to manage recycled water delivery processes to meet the requirements of the Operating Licence, customer agreements and other relevant regulatory requirements in a way that protects human and environmental health.
The Operating Licence requires that Hunter Water maintain a Management System that is consistent with the AGWR or, if NSW Health specifies any amendment or addition to the AGWR that applies to Hunter Water, the AGWR as amended or added to by NSW Health.
NSW Health has specified that all Hunter Water’s new recycled water schemes are to meet the requirements of the AGWR and that where necessary work must be done on existing schemes to meet the requirements of the AGWR. A key component of being compliant with the AGWR is the implementation of the risk based management framework.
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Figure 2.3 Hunter Water’s Recycled Water Schemes
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Recycled Water Systems and Performance of Critical Control Points
An initial Critical Control Point workshop has been conducted with relevant Hunter Water employees, identifying a number of key points in the process of each scheme. These key points will be effective control points to measure recycled water quality. Hunter Water is continuing to improve operational and monitoring procedures so that the optimal monitoring parameters, critical limits and associated preventative or contingent control actions are put in place at each of these points.
Hunter Water has agreed with NSW Health to have implemented the AGWR by July 2015. This will include a documented Recycled Water Management Plan identifying Critical Control Points for every scheme.
Hunter Water continues to work through the process of implementing the AGWR for all recycled water schemes. To date, Hunter Water has identified Critical Control Points as part of the management plan for the scheme supplying recycled water to The Vintage Golf Club.
Branxton Wastewater Treatment Works
Branxton WWTW accepts wastewater from Branxton East, Branxton and Greta. Influent entering the system is primarily residential (domestic) with only small commercial flows from retail outlets, hotels and small automotive repair garages (trade waste).
The WWTW includes the following processes:
Bioreactor;
Membrane Filtration; and
Chlorination.
Recycled water from Branxton WWTW is supplied to external consumers as well as for on-site use. External Customers include the Branxton Golf Course, a local farmer and The Vintage Golf Course.
Performance at Critical Control Points within the Branxton WWTW for The Vintage recycled water scheme, during 2012-13 is set out in Table 2.11.
Table 2.11 The Vintage Recycled Water Scheme Critical Control Point Performance Compliant Membranes Turbidity within critical limit (< 0.5 NTU) at all times √ Chlorination The chlorination system is within the critical limits √ at all times
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Recycled Water Quality Management Activities and Programs 2012-13
Table 2.12 Recycled Water Activities and Programs 2012-13 AGWR Framework Recycled Water Activity / Program Results / Outcomes sub-element Objective 3.1 Preventative measures Monitor customer on- Conduct customer site Site audits were and multiple barriers site preventative audits completed to ensure all measures on-site measures are in operation. Improvement opportunities were identified and communicated. 4.3 Operational corrections Establish and Develop a procedure The Recycled Water document procedures detailing actions taken Quality Incident for corrective actions when responding to a Response procedure has where operational recycled water event been developed. parameters have not been met 4.3 Operational corrections Establish rapid Document a procedure Recycled Water Quality communication system to be followed when Monitoring and communicating Communication business recycled water issues rules have been created. 4.5 Materials and Ensure only approved Document procedures Processes have been Chemicals materials and for evaluation of developed as part of chemicals are used products, materials and asset standards within chemicals the Asset Management Framework and the Hazardous Chemical manual. 5.5 Short-term evaluation Establish procedures Document procedures The Recycled Water of results for the short-term on assessing, Quality Incident review of monitoring interpreting, reporting Response and Recycled data and satisfaction of and monitoring results Water Quality Monitoring users of recycled water including corrective and Communication responses address these aspects. 5.5 Short-term evaluation Develop reporting Establish Recycled Water Quality of results mechanisms internally communication Monitoring and and externally, where procedures for recycled Communication and required water quality results Hunter Water Australia (HWA) procedures address these aspects. 5.6 Corrective responses Establish and Revise current All relevant procedures document procedures procedures with respect have been updated to for corrective to AGWR, management include trigger values for responses. Establish plan and contract quality, corrective rapid communication requirements responses, contact systems details, communication and reporting. 10.2 Reporting Establish procedures Establish reporting The Recycled Water for effective internal requirements dealing Quality Incident and external reporting with incidents and Response, Recycled ensuring key Water Quality Monitoring information on recycled and Communication and water is being the recycled water communicated reporting documents have been created.
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Recycled Water Quality Management Activities and Programs Proposed to Meet Future Objectives
Table 2.13 Recycled Water Activities and Programs 2013-14 AGWR Framework Recycled Water Activity / Program Results / Outcomes Sub-element Objective 2.3 Assessment of Assess data to identify Update plant operational Automatic notification of water quality data trends and potential spreadsheets to identify potential quality issues and the problems quality monitoring results update of procedures and implement automatic addressing recycled water notifications if results fall quality. outside values 2.4 Hazard Identify hazards and Review and update Assess if current controls are Identification and Risk risks and preventative existing risk assessments sufficient and consider new Assessment measures controls if required for each existing scheme. 3.2 Critical Control Identify critical control Detailed assessment of Creation of a Hazard Analysis Points points, document system to identify and Critical Control Point critical and target limits requirements for report. implementation of management plan using Critical control points 4.4 Equipment Ensure that equipment Investigate existing Identification of maintenance Capability and performs adequately process and identify responsibilities and improved Maintenance and provides sufficient additional monitoring or process control. flexibility and process design features control 5.1 Recycled Water Determine Review current monitoring Identification of potential gaps Quality Monitoring characteristics to be practices in monitoring. Develop action monitored, points to be plan for implementation. monitored and frequency 5.5 Short-term Develop reporting Develop standard reporting Improved internal and external evaluation of results mechanisms internally procedures for all major reporting. and externally where stakeholders required 9.1 Validation of Validate processes and Conduct desktop validation Validation reports created processes procedures to ensure for all existing schemes identifying compliance they control hazards standards with AGWR. effectively
Proposed Significant Changes to the Recycled Water Quality Management System
Whilst Hunter Water is progressing the five year plan, no significant changes to its recycled water quality management systems are proposed for 2013-14.
Recycled Water Issues and Actions Taken
Elevated E. coli at Branxton WWTW
The Branxton Recycled Water Quality Management Plan states that for the recycled water restricted access users, NSW Health notification is required for E. coli where consecutive test results in supplied water is >100 org/100mL from the farmers reuse storage pond.
A NSW Health notification was issued on 8 April 2013, as the recycled water quality results indicated an intermittent failure of E. coli results.
Investigations have shown that while the quality of recycled water entering the pond meets the requirements of the AGWR, recontamination occurs in the reuse customer’s pond as it is uncovered.
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Discussions with NSW Health have occurred, with consideration given to increasing enforcement of the reuse customer’s on-site preventative measures.
Discussions have also occurred with the reuse customer with a view of modifying their access arrangements to be able to receive recycled water from the covered reuse storage pond. If this occurs the quality of the recycled water will improve because the covering reduces the risk of recontamination. A notice of improvement has been issued to the customer regarding their on-site preventative measure requirements. Discussions with NSW Health regarding the changes to the Branxton Recycled Water Quality Management Plan requirements are ongoing.
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3 Water Quantity
3.1 Introduction
Chapter three provides an overview of Hunter Water’s performance in water quantity management. It reports compliance with the Water Conservation Target for residential water use in the lower Hunter, including projects undertaken in 2012-13 and planned for 2013-14 to achieve compliance. It also presents the new definition of yield developed as part of the Lower Hunter Water Plan and an estimate of the maximum reliable quantity of water that Hunter Water can derive each year from its existing water sources using the new yield definition.
3.2 Water Conservation Target
Hunter Water has a Water Conservation Target to ensure that the five year rolling average for annual residential water consumption is equal to or less than 215 kilolitres. The Water Conservation Target has been achieved in 2012-13.
Table 3.1 and Figure 3.1 show historical residential water usage. Water consumption per capita and per property varies each year due to the weather. The five year rolling average water consumption smooths out the effects of weather and has been trending downwards since 2005-06. This is due to water efficient behaviours in the home and more efficient appliances being available when old models need replacing.
Table 3.1 Residential Water Use Per Annum
2003- 2004- 2005- 2006- 2007- 2008- 2009- 2010- 2011- 2012-
04 05 06 07 08 09 10 11 12 13
Kilolitres per 208 197 205 195 177 180 184 175 163 176 property
Five year rolling 208 209 208 205 196 191 188 182 176 175 average of above
Kilolitres per 79 75 78 76 70 71 72 67 62 68 person
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Figure 3.1 Ten Year Trend in Residential Water Use
3.3 Residential Water Conservation Projects 2012-13
Hunter Water’s Water Conservation Target is based on residential water use. Hunter Water implements residential water conservation (or efficiency) projects to help meet the target.
Residential water efficiency means the water saved by members of the lower Hunter community is changing the way they use water and or choosing water efficient appliances in the home.
Over the last 20 years there have been significant gains in the water efficiency of residential fittings and appliances. For example, most homes now have dual flush toilets, which are 67 per cent efficient. Showerheads are up to 100 per cent more efficient, taps are up to 90 per cent more efficient and washing machines are typically 50 per cent more efficient.
The uptake of water efficient products has been supported by State and Federal government legislation and incentive schemes, along with Hunter Water programs. National programs have focussed on labelling for water efficient products (Smart Approved Water Mark, 2005 onwards) and minimum water efficiency standards for toilets and washing machines (Water Efficiency Labelling Scheme WELS, 2005 onwards).
NSW government initiatives over the past 10 years have been:
Introduction of BASIX legislation in 2004-05, which imposes minimum water standards for new homes and renovations
Introduction of residential tenancies water efficiency legislation in 2011
NSW Energy Saving Scheme (replaced NSW Greenhouse Gas Abatement Scheme) which encouraged the installation of water efficient shower heads (2003 to 2011)
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NSW Government Rebates for water efficient washing machines, rainwater tanks and dual flush toilets (2007-2011);
NSW Home Power Savers Program (income related free home retrofit) (2009- ongoing).
The uptake of water efficient products has significantly improved in recent years. Improvements will continue through the programs above as well as replacement of worn/broken appliances and fittings with new efficient models.
Hunter Water’s residential water efficiency projects aim to:
Support the most efficient use of existing water infrastructure
Raise customer awareness of cost effective opportunities to become more water efficient
Promote water efficient behaviour and improve the region’s readiness to act in drought
Equitably meet customer needs, especially those in financial hardship
Water savings achieved through Hunter Water’s residential water efficiency projects in 2012-13 and forecast water savings from projects planned for 2013-14 are provided in Table 3.2
Table 3.2 Residential Water Efficiency Projects and Estimated Water Savings
Water savings (ML/year) Program Project Implemented Since 2013-14 in 2012-13 2004 Planned Education Community education and awareness programs unquantifiable Showerhead exchanges 17 18 Appliance Shower timer and DIY water saving kit 557 n/a n/a replacement giveaways incentives Hunter Region No Interest Loans Scheme 1 n/a 3-4 (washing machines) Total 18 557 21
Community Water Efficiency Education
Hunter Water’s approach to residential water efficiency education involves general education and awareness programs, collaborative promotion of water efficiency programs (such as the Water Efficiency Labelling Scheme for household appliances) and promotion of water saving products.
Hunter Water has developed a diverse community education and awareness program that continues to be delivered via a range of channels in partnership with community, industry and other agencies such as local government. The initiatives below have been delivered during 2012-13.
Website
Hunter Water’s website includes a dedicated “Save Water” section that provides information on how to be water efficient in the home and garden (http://www.hunterwater.com.au/Save-Water/Save- Water.aspx). In 2012-13 the residential sections - save water (landing page), water usage calculator, our save water initiatives, in the home, in the garden and how many buckets can you save – received 28,901 unique visitors.
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Annual Water Efficiency Campaign
Advertising campaigns promoted water efficient behaviour in summer 2012-13. This included advertising in eight newspapers across the region, radio advertising on NXFM and KOFM and the Hunter Water stall at Surfest in February 2013. Three easy and simple water saving tips were promoted to residents to demonstrate how easy it is to save a bucket of water.
Educational Material to Schools
Hunter Water provides funding for the Ship O’Fools educational Bubbles and Supa Squirt Water Saving Show, catering for students from Kindergarten through to year six. The show was delivered to 7,360 students in 2012-13.
Community Sponsorship
In 2012-13 Hunter Water Community Grants provided direct funding to community organisations for water conservation projects.
Most of the grants were used to fund rainwater tanks, so that rainwater can be used outdoors instead of drinking water. Funded projects included:
Community gardens at St Albans Anglican Church, Compass Housing Services, Lake Macquarie High School (for Booragul, Woodrising, Marmong Point Neighbourhood Group) and Morisset Multipurpose Centre
Vegetable garden and education program for children, young people and adults with disabilities via Lifestyle Solutions
Sensory gardens at Seaham Public School and Riding for the Disabled Association
Rain water for irrigation at Newcastle National Park Croquet Club
Rain water for use in gardens and outside play areas at Thornton Child Care and Preschool Centre
Replacement of taps and bubblers with spring action apparatus to reduce water wastage at Mayfield West Demonstration School
Further information on Hunter Water’s Community Grants and recipients is available at http://www.hunterwater.com.au/grants
Promotion of Water Saving Products
Hunter Water continued to support the water efficiency labelling scheme (WELS) for household appliances by including information on WELS under the ’Save Water’ section of the Hunter Water website.
In addition, Hunter Water staff attended several community events to promote and encourage householder uptake of water efficiency products. The focus of the July 2012 Newcastle Home Show was on saving water in the home. Efficient gardening tips were provided at the Living Smart Festival during spring and general water efficiency tips were provided at Merewether High School’s Green Day in June 2013.
This activity relies on customers acting on their new awareness of water efficient products and behaviours; therefore the water savings are unquantifiable.
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Household Appliance Replacement Incentives
Hunter Water offered a range of programs to replace home appliances with more water efficient models.
Showerhead Exchanges
Hunter Water jointly offered showerhead exchanges at seven events with Lake Macquarie City Council, Newcastle City Council and Cessnock City Council. Residential customers were able to exchange less efficient showerheads for either a free standard water efficient showerhead or a premium water efficient showerhead at a subsidised cost.
In 2012-13, 767 premium and 1,079 standard showerheads were exchanged providing an estimated annualised 17 ML of water savings.
Shower Timer and DIY Water Saving Kit Giveaways
In 2012-13, Hunter Water gave away stock of small water saving products at community events. These consisted of an electronic programmable shower timer to encourage people to take shorter showers and/or free Do-It-Yourself (DIY) water saving kit with tap aerators, installation tool and instructions for installation. Participation rates are no longer recorded because a recent statistical analysis was unable to verify water savings from this project using existing records and requiring customers to fill in a form to receive the giveaway was discouraging uptake.
Review of Effectiveness of Residential Water Efficiency Projects
In 2012, Hunter Water undertook a review of selected past and current water efficiency programs. Customers expressed high levels of satisfaction with water efficiency programs conducted by Hunter Water1.
A high proportion (97per cent) of retrofit products provided (dual flush toilets, low flow showers, tap aerators) were retained once installed.
Each single residential household participating in Hunter Water’s showerhead exchange program (offered from June 2010) was found to have savings of 12.4 +/- 3.4 kL per year. Each single residential household participating in the Hunter Water toilet replacement program (offered 2010-11) was found to have savings of 20.6 +/- 4.0 kL per year. Statistical analysis of water savings from Do It Yourself Kits was inconclusive.2
3.4 Proposed Water Conservation Projects 2013-14
Hunter Water proposes refocussing its residential water efficiency projects on customer education programs to improve water efficiency behaviours and assisting customers experiencing hardship to purchase water efficient products to help manage their water bills. Hunter Water’s main residential water efficiency projects in 2013-14 are:
1. Community education and awareness
2. Showerhead exchanges
3. Water efficient washing machines for customers experiencing hardship
1 Hunter Valley Research Foundation (HVRF), 2012 2 ISF, 2012
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Community Education and Awareness Programs
In 2013-14 Hunter Water will continue its community education and awareness program that includes a dedicated water efficiency section of the website, outdoor spring gardening program, water wise collateral for events and school visits.
It is difficult to quantify the water savings from these initiatives.
Household Appliance Replacement Incentives
Showerhead Exchanges
It is estimated that 85 per cent of all inefficient showerheads will be replaced in the next 10 years. Hunter Water’s showerhead replacement program will speed up the rate of replacement through direct exchange and also through education on the benefits of using a low flow shower.
Customers are able to exchange their existing showerheads for a free standard low flow showerhead or a premium low flow showerhead at a subsidised cost of $50. In 2013-14 this will move from an event based program to ongoing availability of low flow showerheads at Hunter Water’s Customer Service Centres and participating council libraries.
In 2013-14 it is estimated that 2,000 showerheads will be exchanged, saving 18 ML per year of water.
Further information on Showerhead Exchange is available at http://www.hunterwater.com.au/Save- Water/Save-Water-Initiatives/Showerhead-Exchange.aspx
Hunter Region No Interest Loans Scheme – Water Efficient Washing Machines
Hunter Water has partnered with Ausgrid and Hunter Region No Interest Loans (HRNILS) to help people on a limited income, who cannot access mainstream credit, purchase a new washing machine with a water efficiency rating of 4.5 stars or better. HRNILS provide small, no interest loans to low income households for the purchase of essential household goods.
Hunter Water customers are being encouraged to take advantage of Ausgrid's Appliance Assist program. This program allows households on a limited income to purchase a new washing machine or refrigerator that includes a $100 rebate from Ausgrid.
Hunter Water is offering customers the opportunity to receive a free $30 gift card when they choose to scrap their old washing machine. This means that older, less water efficient washing machines are taken out of circulation and fully replaced with efficient models.
A water and energy efficient washing machine can save up to $100 per year in operating costs compared with an inefficient (1 or 2 water efficiency star rating) machine.
To be eligible for a HRNILS loan for a water efficient dual flush toilet or washing machine, you must live in a local government area serviced by Hunter Water, meet the HRNILS low income criteria (e.g. on Centrelink benefits, a low wage earner, on a Health Care card or Pension card), and be over the age of 18.
This program was re-launched in May 2013 and will continue in 2013-14. Water savings are expected to be approximately 3 to 4 ML/year.
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3.5 Water Sources in the Lower Hunter
The lower Hunter’s water supply meets the needs of over half-a-million people from the local government areas of Newcastle, Lake Macquarie, Maitland, Cessnock, Port Stephens, Dungog and small parts of Singleton.
Drinking water is drawn from a combination of surface water and groundwater resources. The major water sources are shown in Figure 3.2 and the capacity of each source is provided in Table 3.3.
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Figure 3.2 Major Water Sources
Table 3.3 Capacity of Existing Water Sources Water Source Maximum Capacity (ML) Chichester 21,500 Grahamstown 182,305 Tomago 60,000 Anna Bay 16,024 Total Storage 279,829
Chichester Dam
Chichester Dam is one of the Hunter’s most important freshwater storages. The dam contributes about 35 per cent of the Lower Hunter’s drinking water supply. The water in Chichester Dam mainly comes from the Barrington Tops National Park.
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Water from Chichester Dam is treated at Dungog Water Treatment Plant and around 80 million litres per day on average is used by customers in Dungog, Maitland, Cessnock, Newcastle and Lake Macquarie. Around 14 million litres of water per day is released from the dam as environmental flows that serve to maintain downstream river flow and keep the river healthy. Chichester Dam is relatively small compared to the catchment area so water also flows over the spillway when the dam is full.
Water released from Chichester Dam flows down the Chichester River, joins the Williams River at Bandon Grove and continues its journey downstream to Seaham Weir.
Grahamstown Dam
Water is pumped from the Seaham Weir pool on the Williams River to Grahamstown Dam.
Grahamstown Dam also collects about half of its water from run-off from a local catchment and via rain on its surface. The dam is shallow with a large surface area so it can deplete very rapidly. It is about seven metres deep and has a large surface area about the size of 3,000 football fields. In a hot dry summer, Grahamstown Dam can lose as much in evaporation as it supplies to meet customer demands (about 200 million litres per day).
Water from Grahamstown Dam is treated at Grahamstown Water Treatment Plant and supplies Newcastle, Lake Macquarie and Port Stephens, providing about 40 per cent of the region’s drinking water requirements.
Grahamstown Water Treatment Plant can also treat groundwater from the Tomago aquifer. The Tomago aquifer is often referred to as the Tomago Sandbeds because the aquifer is coastal sand rather than hard rock.
Tomago Sandbeds
The Tomago Sandbeds is the major groundwater source, providing about 20 per cent of the Lower Hunter’s drinking water. The Tomago Sandbeds also have a large surface area and a relatively shallow water table. The water is generally less than five metres below ground level. Natural losses of water occur via seepage through the sand, direct evaporation, as well as evapo-transpiration through plants using the water to survive.
There are a lot of trees covering the Tomago Sandbeds. Pumping town water from the sandbeds has to stop when the water drops to low levels. This ensures that vegetation can continue to access water and support sensitive ecosystems.
Small Water Sources
The Lower Hunter also uses small groundwater sources on the Tomaree Peninsula known as the Tomaree Sandbeds. It is used for localised water supply at relatively low volumes compared with the overall system supply requirements.
The Allyn River and Paterson River provide localised water for treatment and use in the small township of Gresford.
While water from the Allyn River is used most of the time, pumping stops when flows are low and farmers and the environment have priority to use the limited water available. At these times town water is supplied from the Paterson River via Lostock Dam (which is owned and managed by State Water, on behalf of the NSW government).
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3.6 Reliable Quantity of Water Available from Existing Storages (yield)
The Metropolitan Water Directorate within the Department of Finance and Services is leading a whole-of-government approach to developing the Lower Hunter Water Plan (LHWP). Providing water security during drought and reliable water supplies to meet the needs of a growing population and business activity are driving factors in developing a new water plan for the region.
As part of the planning process a new definition of ‘yield’ was developed. This is the maximum reliable quantity of water that can be derived from one year to the next, from existing water storages, taking into account all relevant factors.
The volume of water that can reliably be supplied each year in the lower Hunter is calculated by modelling how the water storages behave under different climatic conditions over the long term. The mathematical model takes into account the existing water supply system, operating rules, and forecast water demand. The model is also used to calculate how much water the storages can supply each year on average for agreed service levels.
Service Levels for Drought Security (Definition of ‘Yield’)
In preparing for drought, water planners must balance the community’s needs against the cost of additional sources of water which may only be needed occasionally. The social and environmental costs must be considered as well as the financial costs.
For many drought situations, water restrictions may be a cost-effective approach to provide short-term protection against running out of water. The community’s acceptance of restrictions is an important consideration.
Water planners therefore design water supply systems to meet agreed drought security service levels. These are designed to minimise the risk of running out of water during droughts, and set limits on how often (frequency) and for how long (duration) the community experiences drought water restrictions.
A benchmarking study for the Metropolitan Water Directorate has concluded that the Australian water industry does not have a standard for drought security levels of service. Based on a study of other water utilities in Australia, the proposed service levels for the Lower Hunter Water Plan are:
the average frequency of drought restrictions is not more than once every 10 years on average
the average duration of drought restrictions is not more than five per cent of the time
the chance of water storages approaching empty (defined as 10 per cent total storage level) is not more than once in 10,000 years.
These service levels were used to estimate how much water Hunter Water sources can supply over the long term.
Lower Hunter Yield
The modelling indicates that the lower Hunter storages can currently supply an average of 75 billion litres of water each year, which is enough to cater for growth for the next 20 years or so.
The Metropolitan Water Directorate commissioned a peer review of Hunter Water’s water supply source model and use of the model to calculate yield. The review found the “method for Yield estimation is reasonable and reflects current practice in various jurisdictions”
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3.7 Factors Affecting Yield
Water Storage Performance in Drought
The region’s existing water sources perform well in average conditions. However, while the lower Hunter has enough water to meet the average needs of the growing region in the short to medium term, we also need to plan for periods of drought.
The impact of drought on the region’s water supply is shown in Figure 3.3 where significant droughts occurred in the 1900s, 1940s, 1960s, 1980s and 1990s. Strategies to improve water reliability at these times included water restrictions, new sources of supply, and user pays pricing to reduce demand. The region was fortunate to escape the worst of the drought in the 2000s, which impacted most of New South Wales. This was due to a series of ‘east coast lows’ which delivered significant rainfall that replenished storages. However, Hunter storages can drop rapidly during a drought as they are generally small or shallow, and experience significant natural losses from evaporation.
Figure 3.3 Simulated Water Storage in the Lower Hunter (Based on Historic Climate, Current Consumption, Current Water Sources)
Climatic Data, Trends and Projections
Climate and rainfall within the lower Hunter are highly variable and the impacts of future climate change are still unclear.
Hunter Water has been involved in a number research projects related to the potential impact of climate change on rainfall and runoff and how that may affect future water security for the metropolitan regions of NSW. These projects include:
NSW and ACT Regional Climate Model (NARCliM) Project
This project is being led by the Office of Environment and Heritage (OEH) and will develop a regional climate model for NSW and ACT and produce fine scale (10km x 10km) climate projections for use in planning and adapting for climate change impacts at a local scale.
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Eastern Seaboard Climate Change Initiative (ESCCI) – East Coast Lows (ECL) Project Five – Influence of ECLs on the Security of Coastal NSW
The Lower Hunter region was fortunate to escape the 2000s drought experienced in Sydney, the Central Coast and much of Eastern Australia due to the occurrence of weather events known as East Coast Lows that generally bring rain. The Lower Hunter catchments had rain events that were missed by other water supply catchments to the north, west and south.
Without the contribution from ECLs, the Lower Hunter dams would have dropped significantly during the 2000s drought in parallel with the steady declines in water storage seen elsewhere across the state, including Sydney and the Central Coast. Instead the Hunter dams stayed relatively full throughout the event.
The Bureau of Meteorology has indicated that there is insufficient knowledge about the occurrence of East Coast Lows for them to be relied on in drought planning.
The ESCCI ECL project aims to better understand the behaviour of the ECL weather patterns as well as how climate change may change its behaviour in future years.
Sub-project five aims to better understand the hydrologic importance of ECLs and related weather systems for water supply to major storages and is therefore of interest to water supply management for the Hunter region.
Robust Optimization of Urban Drought Security for an Uncertain Climate NCCARF Project
This project was the subject of a Climate Change Adaptation Research Grant under the federally funded National Climate Change Adaptation Research Facility (NCCARF). The project contributors are the University of Newcastle, Sydney Catchment Authority and Hunter Water.
As climate predictions for the region continue to improve, the latest research findings will be included in the water supply modelling.
Supply to and/or From Areas Outside the Area of Operations
In 2006, when the Central Coast was in a severe drought situation with storages at record lows, Hunter Water entered into a supply agreement to construct a new strategic pipeline link inter- connecting the Hunter and Central Coast water supply systems. Neither party expects to transfer water under the agreement due to water shortages in the next four years. Water transfers may occur for operational reasons and/or to maintain water quality in the transfer main.
Constraints on Extraction of Water Due to Water Management Legislation
Hunter Water’s water extraction is the subject of licences and approvals under the Water Management Act 2000 (NSW) and conditions in the relevant water sharing plans.
Chichester Dam and Seaham Weir (on the Williams River) have conditions called ‘environmental flow rules’ that aim to help protect aquatic health by providing a share of water for the downstream environment. Changes to environmental flow rules for Chichester Dam and new conditions for Seaham Weir are being investigated which aim to achieve more variability in flows to reflect natural conditions. These investigations are running in parallel with the development of the Lower Hunter Water Plan.
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4 Assets
4.1 Introduction
Chapter four provides an overview of Hunter Water’s asset management system which is in accordance with the Aquamark 2012 benchmarking tool. It reports on the asset management programs and activities completed by Hunter Water in 2012-13 and the results and outcomes of these activities. Furthermore, it reports on the proposed programs and activities for 2013-14. The chapter also reports on asset management system failures and proposed significant changes.
4.2 Overview of Hunter Water’s Asset Management System
For more than 100 years Hunter Water has been providing the community with water supply, wastewater collection and treatment, and stormwater services. Delivering this range of services requires management of a large portfolio of physical assets. Hunter Water’s physical assets comprise of multiple water and wastewater systems and sub-systems that are important in ensuring delivery of effective, efficient, high quality services.
In accordance with the Operating Licence, Hunter Water has used the Water Services Association of Australia’s Aquamark benchmarking tool to maintain and improve its Asset Management System. Aquamark provides independent assurance to Hunter Water that asset management is carried out to an appropriate quality and assists in identifying areas for improvement. Aquamark benchmarking is undertaken by many water and wastewater utilities on a four year cycle. In 2012, 37 organisations, including Hunter Water, took part in the benchmarking exercise. The findings of Aquamark (2012) were positive for Hunter Water, with identified asset management strengths in many areas. Particularly strong results were observed in corporate policy and business planning, asset capability forward planning, and asset replacement and rehabilitation functions. A summary of Aquamark results is shown in Figure 4.1.
Aquamark (2012) identified specific opportunities for improvement for Hunter Water. Some of these opportunities included: alignment of organisational management capability with asset management objectives; confirming business cases meet business objectives and investment requirements; holistic and consistent approach to maintenance management; proactive approach to management of critical assets; and review of operations and maintenance procedures. Hunter Water made many improvements to deal with these opportunities during 2012-13, and will continue to address further opportunities for improvement in 2013-14.
The objective of the asset management system is to ensure Hunter Water has in place the framework, processes, procedures, and resources to continually improve and effectively manage physical assets to support the business in meeting its corporate objectives.
Hunter Water’s asset management strengths as identified in Aquamark (2012) include:
Growth mapping project
The project reconciles differing growth/development projections from developers, Councils and others with Hunter Water’s data of actual development connections and service demands.
Capital prioritisation process
Hunter Water has aligned its capital prioritisation processes using a Program Management Office model developed in the United Kingdom.
Asset creation knowledge flagship
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The knowledge flagship has been completed and was designed to provide a forum for consistent and proactive development of knowledge based systems associated with asset creation at Hunter Water.
Burwood Beach project
This environmental science project incorporates site specific analysis to understand the impacts of operations relating to human and environmental risks.
Treatment Alliance
This alliance model was implemented across 10 brownfield treatment plant upgrades to meet specific time, cost and quality outcomes.
Rising main risk model and watermain replacement analysis
These models provide a basis for segmented risk analysis for water mains and rising mains.
Energy management program
This program was designed to optimise energy use in Hunter Water and reduce greenhouse gas emissions.
Asset Management Framework
Hunter Water is building a consistent documented framework for asset management across the business.
4.3 Asset Management Activities and Programs Completed in 2012-13
Throughout 2012-13 Hunter Water continued to implement programs for each of the core functions of the asset management lifecycle as part of the day to day functions of asset management. These core functions are defined by Aquamark. The outcome of Aquamark (2012) was that Hunter Water performed at or above the median utility performance in six of the seven Aquamark functions. The performance is shown in Figure 4.1. The Aquamark functions include:
corporate policy and business planning
forward capability planning of assets
asset creation and acquisition
asset operations
asset maintenance
asset renewal
asset disposal
maintenance of asset management support systems
Assessment of these functions resulted in recommendations for improvement. These recommendations were a focus in 2012-13. Some key changes to the asset management system were a reflection of Aquamark (2012) findings. Five priority improvement initiatives for Hunter Water were identified in Aquamark (2012):
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1. “To align organisational asset management capability with asset management objectives”
2. “Business cases need rigorous challenging to confirm their ability to meet business objectives and investment requirements”
3. “Holistic and consistent approach to maintenance management”
4. “Proactive and holistic approach to management and operation of critical assets for both planning of service improvement/reliability and contingency planning”
5. “Operations and maintenance (O&M) procedures review and updating to reflect current business objectives and manage risk, including configuration documentation where warranted”
In 2012-13, Hunter Water has been committed to addressing the recommendations of Aquamark (2012) and further work is scheduled for 2013-14. The remainder of chapter four describes Hunter Water’s response to each improvement recommendation from Aquamark (2012).
Figure 4.1 Aquamark Functional Comparison of Hunter Water with Overall Benchmarking Group
Aquamark Recommended Initiative 1 – Alignment of Organisational Asset Management Capability with Asset Management Objectives
This was a recommended improvement initiative from Aquamark (2012).
A significant restructure has been implemented within the Planning and Operations division. Asset management at Hunter Water has been restructured to include civil, mechanical and electrical engineering skill sets within a single asset management group. Simultaneously all maintenance services including civil, mechanical and electrical also comprise a single group. This was done to
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improve alignment of asset management and maintenance services capabilities with the requirements of the organisation.
Improvements have been made to enable a better understanding of asset performance. This included the development of reporting capability on asset failure and maintenance performance. Review of asset performance is now carried out routinely, with results presented to managers regularly. Setting up a periodic review function within asset maintenance and operations allows Hunter Water to prioritise activities consistently and improve understanding of the effects of initiatives across different areas of the business.
Improvements to Hunter Water’s maintenance planning function have been implemented, including increasing the proportion of efficiently planned maintenance work for civil and electrical mechanical maintenance activities through a common computerised maintenance management system.
Hunter Water will consider the ISO55000 series of asset management standards, which is scheduled for release in 2014, as part of the Integrated Quality Management System (IQMS) project. ISO55000 will be assessed as an option for Hunter Water’s Asset Management System at the appropriate time in the IQMS project. IPART will be notified of any proposed significant changes to the current asset management system which is in accordance with Aquamark, when an approach is confirmed.
Results and Outcomes
These structural and reporting changes have been implemented and will provide the base for continued development of the asset management system.
Aquamark Recommended Initiative 2 – Rigorous Challenging of Business Cases
This recommended improvement initiative from Aquamark (2012) relates to the processes in place to challenge business cases and their effectiveness. The deficiency identified by Hunter Water in the Aquamark (2012) survey was the low utilisation of a technical advisory group process and limited peer review beyond the project team and immediate superiors.
To address this recommendation the following changes have been implemented:
Bringing forward development of the business cases to the project initiation stage of the gateway process.
Reviewing and approving business cases by the Expenditure Review Committee (ERC).
Establishment of a value management process as part of the Asset Creation Quality Management System.
These changes are described in detail below:
The development and approval of a standalone preliminary business case at project initiation stage (Gateway 1) increases the rigour of entry of projects into the capital portfolio. The purpose of the preliminary business case is to demonstrate the need for the project and the pathway proposed for advancing the business case.
The ERC was established in September 2012 to provide oversight of and make decisions on all major financial commitments and undertakings with a view to protecting and improving the financial viability of Hunter Water. The membership of the ERC includes the Managing Director, Chief Finance Officer, Chief Operating Officer and five other senior Managers from across the business. As part of their role, the ERC reviews each business case and allocates associated financial resources for all capital investment decisions of $100,000 or more.
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In April 2013 an integrated value management process was developed and incorporated into the Asset Creation Quality Management System. At the business case development stage, the focus of the integrated value management process is to gain input from a diverse range of internal stakeholders, including at least one stakeholder from outside the project team. This allows assumptions to be challenged and the process and approach reviewed. This process applies to all projects with an expected total capital cost of over $0.3m. Business cases are endorsed by the external member of the value management team prior to them being submitted to the ERC.
In combination, the three changes discussed above have addressed the recommended initiative to improve the rigour of the business case process.
Results and Outcomes
The frameworks and changes have been well utilised resulting in high compliance and improved quality of business cases.
Aquamark Recommended Initiative 3 – Consistent Approach to Maintenance Management
This recommended improvement initiative from Aquamark (2012) relates to inconsistent processes between the civil maintenance group and the mechanical and electrical maintenance group.
As outlined in initiative 1 above, Hunter Water’s organisational structure was modified to incorporate a combined maintenance services team across civil, mechanical and electrical maintenance. Simultaneously, Hunter Water’s asset management team was restructured and is now consistent across the civil, structural, mechanical, and electrical engineering disciplines.
A monthly review process between stakeholders relating to maintenance and asset management performance was introduced in 2012 to review performance metrics and set priorities for improvement initiatives. This has provided a consistent review process for different areas within the maintenance services group. Preventive maintenance compliance increased sharply in 2012 when measurement was commenced in May. During most of 2012-13, preventive maintenance compliance was greater than 90 per cent for both critical and non-critical assets. This is shown in Figure 4.2.
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Figure 4.2 Monthly Preventive Maintenance Compliance Record 2012-13 – All Assets
One of the inconsistencies observed between maintenance areas is that different groups have utilised different computerised maintenance management systems. A major project is currently underway to upgrade Hunter Water’s enterprise resource planning (ERP) system which will result in all maintenance functions being coordinated through the same computerised maintenance management system. A pre-emptive initiative (prior to upgrading the current ERP system) has been to manage civil and operational preventive maintenance activities through the same computerised maintenance management system as electrical mechanical works.
Results and Outcomes
These organisational and system changes are helping improve consistency of maintenance planning and delivery across the organisation.
With the introduction of the maintenance and asset management review process, visibility of asset performance across different areas across the business and engineering disciplines has been improved.
The upgrade project for Hunter Water’s ERP system is scheduled for completion in the 2014-15.
Aquamark Recommended Initiative 4 - Holistic and Consistent Approach to Management and Operation of Critical Assets
This recommended improvement initiative from Aquamark (2012) relates to different activities and processes being carried out for different types of assets.
The first round of criticality assessments is now complete, covering facilities, catchment areas and pipe networks. Hunter Water has started developing a register of critical and non-critical assets. This will provide future advantages to asset management and operational improvement projects, allowing critical assets to be targeted.
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Completion of preventive electrical and mechanical maintenance activities is now recorded and reported internally for different asset criticality levels. To ensure appropriate priority is given to critical assets, Hunter Water has set completion targets higher for critical assets than for non-critical assets.
Results and Outcomes
Hunter Water has now carried out preliminary criticality assessments for assets relating to raw water, water treatment, water network, stormwater, wastewater network, and wastewater treatment.
Using asset criticality information in decision-making processes within the business will enable Hunter Water to improve its asset lifecycle management. For example, asset criticality is now an input in determining work priority.
Aquamark Recommended Initiative 5 - Operations and Maintenance (O&M) Procedures Review and Updating
This recommended improvement initiative from Aquamark (2012) relates to refreshing and comprehensively documenting operating and maintenance procedures throughout the organisation.
In 2012-13 multiple initiatives have been carried out to improve procedural documentation and review. These ranged from launching an Asset Operation Framework, to a comprehensive review of work procedures relating to wastewater treatment plants and electrical work.
The IQMS project has commenced with the aim of achieving certification across Workplace Health and Safety Management, Environmental Management and Quality Management systems. Operations and maintenance procedures will form part of the IQMS.
An Asset Operation Framework was launched in July 2012 to provide a system for managing and accessing procedures, plans and registers to operate catchment and network assets.
Hunter Water also commenced a major review of all standard operating procedures for wastewater treatment facilities. Significant resources have been allocated to ensure this is carried out effectively at Hunter Water’s 19 wastewater treatment facilities.
An electrical safety program was established in 2012-13 and will include development of safe work method statements and work instructions. The electrical safety project is discussed further in Asset Management activities and programs proposed for 2013-14.
Results and Outcomes
Work has commenced on documentation common to all three elements of the IQMS with certification of Work Health & Safety Management System (to AS/NZS 4801:2001) due in December 2013.
Launching the Asset Operation framework on Hunter Water’s intranet provides staff to operational procedures, plans, registers, and other documents. Identification and access to these documents has improved, increasing effectiveness and facilitating identification of areas for improvement.
More than 50% of the Safe Operating Procedures for WWTPs were refreshed during 2012-13. Work to date has improved Hunter Water’s position relating to management of WWTPs.
Hunter Water’s suite of procedures regarding safe electrical work has been strengthened, and additional work is scheduled for 2013-14 as part of the overarching electrical safety project.
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4.4 Asset Management System Failures
Continuous improvement is an important aspect of Hunter Water’s asset management system. The Aquamark (2012) assessment found that in six out of seven functional areas of asset management, Hunter Water’s performance was equal to or exceeding the median performance of other utilities.
System Failure: Business Support Systems
Hunter Water’s lower score in “business support systems” was primarily due to asset condition and likelihood of failure information and system renewal planning and forecasting. Other areas relating to a lower score for business support systems were attributed to system interconnectivity, usability, standard reporting, and user documentation and support.
Initiatives underway to improve the business support systems include a major upgrade of the ERP system and improved business reporting and visibility.
The upgrade of the ERP system, described in initiative three, will include consolidation of computerised asset maintenance data and processes and tighter integration with our Geospatial Information System. The project will also deliver an end-to-end field mobility solution to improve risk management and service levels to the community. The ERP system upgrade is planned for completion during 2014-15. This will provide increased ability for Hunter Water to efficiently deliver asset management services to the organisation.
During 2012-13, reporting functionality was developed to increase visibility of maintenance performance to the organisation. Improved work practices can now be driven through the systematic review of maintenance and asset management performance at a management level.
4.5 Proposed Significant Changes to the Asset Management System
Redeveloping Hunter Water’s Asset Management Sytem
Hunter Water is exploring the option of redeveloping its asset management processes into a system compliant with the international standard ISO55001 Asset Management. The ISO55001 Asset Management standard is scheduled for release in 2014. The Operating Licence requires that Hunter Water notify IPART of any proposed significant changes to the asset management system. Changes to the asset management system are being considered and Hunter Water will notify IPART of proposed changes when a position is agreed. In determining an approach to asset management, complementing and strengthening the asset management activities already implemented will be considered
As described earlier, Hunter Water is undertaking the IQMS project to achieve certification of its quality, safety and environmental management systems. A focus of the IQMS is to create consistency of management systems across Hunter Water. ISO55001 will be assessed as an option at the appropriate time in the IQMS project.
Redevelopment of Hunter Water’s asset management system will be a major body of work involving many processes and sub-processes. Redevelopment of the system is planned to be progressed over the next four years with the goal of 2016-17 completion. Specific plans for 2013-14 include the development of a strategic plan for asset management.
Strategic Plan for Asset Management
During 2013-14, Hunter Water plans to develop a new strategic plan for asset management which will document the role of the asset management system to support delivery of the asset management
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objectives. This strategic plan will also set the goals for implementation of the key elements of the new asset management system once determined.
4.6 Asset Management Activities and Programs Proposed for 2013-14
Asset management activities and programs planned to be completed during 2013-14 are described below.
Continued Work On Aquamark (2012) Recommendations
Significant work was undertaken and resources employed in 2012-13 to address the improvement initiatives recommended by Aquamark (2012). Further work is required to continue to improve asset management at Hunter Water prior to the next Aquamark benchmarking exercise, currently expected to occur in 2016. Some of the activities relating to Aquamark (2012) recommendations that are to be progressed further during 2013-14 include:
Alignment of organisational asset management capability with asset management objectives. Hunter Water is continually improving its asset management system and will consider redeveloping its asset management system to be consistent with ISO55001.
Continued rigour around the assessment and justification of new business cases to ensure maximum value for money and appropriate investment decisions within the approved capital and operating budget of the 2013-17 price path.
Upgrading the ERP system. This is a major component of Hunter Water’s improvement program for asset management business support systems.
Completion of asset criticality assessments.
Electrical Safety Project
Hunter Water is currently reviewing and improving its electrical safety standards arising from an external audit of electrical safety at Hunter Water. This project includes development of electrical safety rules and specific asset management plans.
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5 Customers and Consumers
5.1 Introduction
Chapter five provides an overview of Hunter Water’s customer and consumer performance in 2012- 13. It reports on the Community Consultative Forum (Forum) matters arising and activities and achievements. Furthermore, the chapter addresses complaints and performance, systematic problems arising from complaints and actions taken to resolve these. The chapter also reports on proposed significant changes.
5.2 The Role of the Consultative Forum
Hunter Water’s Operating Licence requires Hunter Water to establish and regularly consult with a Consultative Forum to enable community involvement in issues relevant to Hunter Water’s performance under the Operating Licence. Hunter Water may use the Forum to provide advice on customer and consumer interests relating to the Customer Contract and other key issues relating to Hunter Water’s planning and operations.
Hunter Water is required to develop and maintain a Forum Charter that addresses, amongst other issues, the role of the Forum. The Forum is an advisory body, whose role is to provide advice, feedback and assessment on appropriate matters. The Charter was developed in 2003, reviewed by members for its relevance to the Operating Licence in 2010 and a new charter was developed and approved by the Board and Forum members in 2012. At all times the Charter has stated that the Forum is to provide:
A means for achieving effective customer and community input into Hunter Water’s decision- making processes in line with its obligations under its Operating Licence;
A means for examining relevant matters raised by community representatives and Hunter Water management;
Opportunities for matters raised by community representatives to receive direct consideration and response from Hunter Water; and
A means of facilitating and encouraging two-way communication between the representative groups and Hunter Water.
The Forum meets three times per year and is chaired by Hunter Water. The current committee members are detailed in Figure 5.1.
Table 5.1 National Water Indicators Representative Organisation Representative Category Geoff Maybury Cessnock City Council Local Government Harold Johnston Dungog Shire Council Local Government Anita Hugo Hunter Business Chamber Business and Consumer Ingrid Berthold Hunter Central Rivers Catchment Environmental Management Authority Kevin McDonald Hunter Region Botanic Gardens Environmental Ken Paxinos Lake Macquarie City Council Local Government William Lennox Maitland Masonic Centre Residential Customers David Compton Newcastle City Council Local Government Barbara Smoothy Newcastle Older Women’s Network Older People
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Carol Pasenow No Tillegra Dam Group Environmental Geoff Dingle Port Stephens Shire Council Local Government Rick Banyard Property Owners Association Business and Consumer Groups Linda Bowden Save the Williams River Coalition Environmental Carolyn Gillard Wetlands Environmental Education Environmental Centre James Hopson Williams Water Users Association People Living in Rural or Fringe Areas
5.3 Consultative Forum Activities and Achievements 2012-13
The Forum’s Charter requires the Forum to address matters relevant to Hunter Water’s performance and obligations under its Operating Licence, key issues related to Hunter Water’s planning, as well as other matters of public interest.
Issues raised and discussed were generated from both Hunter Water and its Forum members. In accordance with the Charter, matters were either raised for the information of members or to receive the feedback of members. It should be noted that the matters raised were relevant to the time of the question and further progress and or changes may have resulted since this time.
Key Matters Raised in 2012-13
Recycled Water
The editorial which appeared in “Recycled water and no one has to give a dam”, The Newcastle Herald, 9 June 2012, p.19 was raised. Recycled water was discussed and Hunter Water commented that it sees a place for recycled water solutions to facilitate growth in the lower Hunter.
Lower Hunter Water Plan
It was noted that Metropolitan Water Directorate within the Department of Finance and Services is leading the whole-of-government approach to develop the Lower Hunter Water Plan. The Metropolitan Water Directorate, in consultation with stakeholders and experts, will oversee quality control and review of data, modelling and options development, as well as lead the portfolio development and analysis, community engagement and publication of the plan itself. Hunter Water is providing research and information to support the planning process, including modelling and technical investigations of specific options.
Dissemination of information relating to the work done as part of the Lower Hunter Water Plan was discussed. Representatives from The Metropolitan Water Directorate were in attendance.
Tillegra Land
The process for selling Tillegra Land was discussed and Hunter Water provided an update on the process to date. It was noted that some previous owners have held their decision to buy back land pending the outcomes of the Lower Hunter Water Plan. Hunter Water noted that many of the sale contracts have related confidentiality agreements and therefore it is not appropriate to talk about specific details relating to the process.
It was noted that AECOM have been engaged to undertake the development of a land management strategy with expected completion in October 2013.
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Litter Management Program
Hunter Water provided information on the litter management program as requested. It was noted that Hunter Water owns and maintains stormwater systems within the drainage catchments of Winding Creek (Lake Macquarie), Black Creek (Cessnock), Cottage Creek, Dark Creek, Ironbark Creek and Throsby Creek (Newcastle), and that two strategies for the management of litter being are employed by Hunter Water. These include inspection and cleaning and debris collection and removal.
IPART Price Determination
At the time of Hunter Water’s submission to IPART the details of the proposal were provided to the Forum. The price proposals were discussed in detail including the proposed percentage increases for each category. The main drivers of the capital program were discussed and noted as including:
Growth
Regulatory/Statutory Standards;
Business Support; and
Government Programs.
Customer affordability is a key driver and Hunter Water is focussed on optimising affordability for our customers, while delivering sustainable water services.
Payment Assistance Scheme
The implementation of the new Account Assistance Program, designed to assist customers who are having difficulty in paying their bills, was discussed. The training undertaken by the Customer Service Team to improve this service was noted.
Burwood Beach WWTW Stage 3 Upgrade
The scientific investigations relating to the impact of discharges from Burwood Beach WWTW into the marine environment were raised. It was noted that the results of the study will be incorporated into the sustainable decision making process for planning of the Stage Three Upgrade works at Burwood Beach WWTW. This process will consider a range of environmental, social, technical and financial factors to ensure the most sustainable outcome for the environment, community and Hunter Water.
Achievements in 2012-13
New Forum Charter
A new Charter was approved by the Hunter Water Board of Directors and Forum members in July 2012. This includes the following objectives.
The Forum will: Consider and comment on a range of information that is presented to the Forum in relation to the performance objectives of Hunter Water.
Review the effectiveness of consultation approaches being considered and/or utilised by Hunter Water and be willing to participate in activities which may assist Hunter Water to meet consultation objectives.
Advise Hunter Water about current and emerging issues relating to the organisation from the community’s perspective.
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Identify, communicate, represent and consider the broad range of needs and interests of the local community and other stakeholders within Hunter Water’s supply area.
Assist Hunter Water in keeping the local community and other stakeholders informed about the business by disseminating information via existing community networks.
Encourage all members of the Forum to present their views and respect their right to have different views.
Respond within agreed timeframes to requests for information.
Protect and preserve confidentiality.
New forum members
An expression of interest was issued to seek new members for the Forum. The new members include:
Maitland Masonic Centre – Mr William Lennox
Mr Lennox is Secretary and District Grand Inspector of Working in Freemasonary, with an extensive background including international banking, research and community involvement through Scouts Australia.
Newcastle Older Women’s Network Inc – Ms Barbara Smoothy
Ms Smoothy will provide important representation of older community members as a new member of the Community Consultative Forum.
Save the Williams Coalition – Ms Linda Bowden
Ms Bowden has an extensive background working in government as a senior policy officer and brings a keen interest in Lower Hunter water management, as well as experience working with a range of community groups, as benefits to the Community Consultative Forum.
Offsite Community Consultative Forum meeting
The meeting was held at East Maitland Bowling Club, the winner of Hunter Water’s 2012 Hunter Business Saver Award. The East Maitland Bowling Club won the award for installing a ‘waterless wok’ system in its kitchen and two 10,000 litre water tanks to irrigate its bowling greens.
5.4 Customer Complaints
Hunter Water applies a complaint definition that is consistent with Australian Standards and as required by the National Performance Framework 2012-13 Urban Performance Reporting Indicators and Definitions Handbook:
A complaint is an “expression of dissatisfaction made to an organisation, related to its products, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected” (AS ISO 10002-2006)
Performance
For the purpose of providing an overview of Hunter Water’s complaint performance, a number of complaint categories have been reported and evaluated in this section. The complaint categories reported are consistent with the National Performance Framework 2012-13 Urban Performance
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Reporting Indicators and Definitions Handbook (hereafter referred to as the handbook) and are consistent with the methodology used in the 2012-13 reporting year. These indicators are used as part of the National Water Initiative (NWI) and are referred to as NWI Indicators.
Total Water and Sewer Complaints
The water and sewerage complaint rate for 2012-13 was 7.0 per 1,000 properties. Total water and sewerage complaints relating to water and sewer service complaints under the following categories:
Water Quality
Water Pressure
Water Continuity
Sewage Overflow
Sewage Odour
Drainage
Billing
The NWI Indicator for total water and sewerage complaints was recorded as 7.0 per 1,000 properties for 2012-13. The NWI Indicator also includes customer service complaints in its calculations. Figure 5.1 provides an overview of the total water and sewerage complaints performance since 2007.
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Figure 5.1 Total Water and Sewerage Complaints by Year
Analysis Figure 5.1 shows a 1.7 per cent decrease in total complaints recorded for 2012-13 compared to 2011- 12.
The drivers are discussed in detail in the performance commentary and analysis that follows.
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Water Quality Complaints
The total water quality complaint rate for 2012-13 was 2.9 per 1,000 properties. Figure 5.2 provides an overview of performance since 2007.
Figure 5.2 Water Quality Complaints by Year
Analysis Water quality contacts are complaints relating to issues with the quality of water received such as colour, taste and odour. Escalated water quality complaints are those which require further investigation to resolve the issue by Hunter Water’s Customer Care and Complaints Team.
Hunter Water has a regular flushing program in place as part of routine maintenance of mains throughout Hunter Water’s system to minimise dirty water complaints.
Of the total 684 contacts and escalated complaints, 68 per cent related to dirty water, whilst 17 per cent were taste and odour related.
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Water Service Complaints
The total water service complaint rate for 2012-13 was 0.2 per 1,000 properties, a 3 per cent increase from the previous year. Figure 5.3 provides an overview of performance since 2007.
Figure 5.3 Water Service Complaints by Year
Analysis Water Service issues are complaints related to the continuity or pressure of water service to a property. Water pressure issues are recognised where a customer is receiving less than 20m pressure, or where a customer starts to receive lower pressure than normally experienced. Water continuity issues are experienced by customers when there is a failure of a water main or a water pump station (WPS).
During 2012-13 customers experienced a hot and dry period during the month of January which contributed to the increase in water pressure complaints compared to 2011-12 which was a milder summer with fewer low water pressure occurrences in the system.
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Sewer Service Complaints
The total sewerage service complaint rate for 2012-13 was 1.6 per 1,000 properties. Figure 5.4 provides an overview of performance since 2007.
Figure 5.4 Sewerage Service Complaints by Year
Analysis
Overall, complaints related to sewerage service (overflow and odour complaints) have decreased in comparison to 2011-12 by 28 per cent. The volumes of complaints are 27 per cent below the long term average which has been a favourable result over the past five years.
The main driver behind the decrease in complaints is attributed to the seasonal weather variations experienced during 2012-13.
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Drainage Complaints
The total drainage complaint rate for 2012-13 was 0.08 per 1,000 properties, a decrease of 0.1 per cent from the previous year. Figure 5.5 provides an overview of performance since 2007.
Figure 5.5 Drainage Complaints by Year
Analysis Hunter Water is responsible for approximately 95 kilometres of stormwater carrier system in its area of operations. Over 80 per cent of this system is within the Newcastle Local Government Area.
The decrease in the number of complaints can be attributed to the increased scheduled maintenance program implemented in 2011-12 which repaired or removed debris from stormwater assets.
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Customer Billing Complaints
The total billing complaint rate for 2012-13 was 2.2 per 1,000 properties. Figure 5.6 provides an overview of performance since 2007.
Figure 5.6 Billing Complaints by Year
Analysis Figure 5.6 shows that there has been a 5 per cent increase in billing complaints per 1,000 properties recorded in 2012-13. This is above the previous four year average. The categories that saw an increase in 2012-13 were disputed consumption complaints, credit arrangements and restrictions.
Hunter Water experienced higher disputed consumption between January to June 2013 by comparison to the first half of the year. As was the case in previous years, usage increases in summer which in turn increases the bill. However, the increase experienced in 2012-13 summer was typically greater than previous years due to less rainfall and hotter conditions. This is compounded by the timing of the bill post Christmas period when payment of gifts purchased on credit card fall due.
During 2012-13 Hunter Water has introduced a new Account Assistance policy and updated its payment assistance scheme to support household customers in hardship. There has also been an increased focus on credit management actions throughout 2012-13 which has resulted in an increase in restriction action and debt recovery/legal escalation. As a result of the increased credit activity there has been an increase in complaints in these categories.
External Complaints
The Operating Licence requires Hunter Water to be a member of an industry-based dispute resolution scheme. Compliance is achieved through the membership established in 2002 with the dispute resolution scheme operated by the Energy and Water Ombudsman of NSW (EWON).
The scheme provides the customer access to an external dispute resolution body, which offers an independent review of complaints. Hunter Water remains committed to the internal complaints
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management process and considers the services provided by EWON as part of that process. This extra service provides support to those customers who may not be satisfied with the solution offered by Hunter Water.
The details reported included all finalised EWON contacts in relation to Hunter Water issues. The data used is obtained from EWON reports.
Analysis - EWON With a defined structure of roles and responsibilities within the Hunter Water Customer Care and Complaints Team, processes and procedures are in place to ensure effective communication to resolve issues to the satisfaction of all parties. Figure 5.7 presents information and trending of EWON complaint data.
Figure 5.7 Year Comparison of EWON Cases Closed by Level
EWON Category Definition General Enquiry An enquiry that is not a complaint, or is not a complaint about energy and water matters. Complaint Enquiry An enquiry that is a request for information or assistance regarding a complaint or dispute that can be dealt with fairly quickly without EWON contacting a member company. Complaint enquiries generally involve EWON providing information to customers, and/or referring them back to the member, and/or referring them to another appropriate agency Refer to Higher Level This gives members a further opportunity to try to resolve customers’ issues without EWONs involvement, by referring customer complaints to the specialised dispute resolution team of the relevant member. This primarily refers to situations where the customer has had contact with a member, but at a call centre or equivalent level. RHLs are discussed with the customer who must agree to this process, and the complaint is referred to the member by email. An RHL that comes back to EWON would normally be treated as a Level 1 investigation Level 1 A Level 1 matter has been raised with the company by the customer, but the customer is not satisfied with the company’s attempts to resolve the issue. Level 1 matters may involve several contacts with the customer and the
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relevant company. A level 1 matter will not take more than 4 hours to complete Level 2 If a matter cannot be resolved at Level 1 and there are grounds for further investigation, or the investigation takes more than 4 hours, it is upgraded to Level 2. A Level 2 investigation will generally require detailed investigation by both EWON and the member company Level 3 If a matter cannot be resolved at Level 2 and there are grounds for further investigation or the investigation takes more than 8 hours it is upgraded to a Level 3. The Ombudsman may make a binding determination to resolve the matter at this stage Determination At the completion of an investigation and in the absence of a negotiated/conciliated settlement, the Ombudsman can resolve the complaint.
Systematic Problems Arising from Complaints and Actions Taken to Resolve
Hunter Water has identified three areas within the complaints management system that require further work and for which business improvement strategies have been developed. These include:
Revised complaint investigation processes to reduce unassigned complaint timeframes.
Improved internal engagement with subject matter experts to expedite complaint responses.
Review of Hunter Water website customer information content including Frequently Asked Questions.
5.5 Proposed Significant Changes
The Customer Contract
Hunter Water reports no proposed significant changes to the customer contract for 2013-14.
The Procedure for Payment Difficulties and Actions for Non-Payment
Hunter Water reports no proposed significant changes to the procedure for payment difficulties and actions for non-payment for 2013-14.
The Community Consultative Forum Charter
Hunter Water report no proposed significant changes to the Community Consultative Forum charter for 2013-14. However it should be noted that the Community Consultative Forum Charter was amended in July 2012. There is no specific requirement under the Operating Licence to report on this change in the Significant Changes Report sent to IPART in March annually.
The Internal Complaints Handling Procedure
Revised Customer Complaints Handling Guidelines were released in August 2013. The guidelines will clearly outline the roles and responsibilities relating to receipt, response and resolution of complaints in the most effective and efficient manner.
The External Dispute Resolution Scheme
Hunter Water reports no proposed significant changes to the External Dispute Resolution Scheme in 2013-14.
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6 Environment
6.1 Introduction
Chapter six provides an overview of Hunter Water’s performance in Environment. It reports compliance with clause 6 of the Operating Licence and details the activities undertaken by Hunter Water in 2012-13 to maintain programs to manage risks to the environment. Furthermore it reports on performance in meeting the targets and timetables for the 2012-13 and those proposed for 2013-14. Any proposed significant changes to environment targets or the timetables to achieve the targets are also reported in this chapter. In addition to reporting on compliance against the 2008-13 Environmental Management Plan (EMP), the goals of the revised EMP implemented in July 2013 are provided in Appendix A of this report.
6.2 Hunter Water Corporation’s Environmental Management System
Clause 6.1.1 of the Operating Licence stipulates that Hunter Water must have a Management System that is consistent with the Australian Standard AS/NZ ISO14001:2004 Environmental Management Systems – Requirements with guidance for use by 30 June 2017.
Hunter Water has had an EMS in place since 1995. Certification of this EMS has not been sought to date however the system has been designed to conform to the requirements of the Australian Standard AS/NZ ISO14001:2004. Hunter Water is committed to continual improvement and the EMS is continually reviewed and amended to take into account operational changes, emerging risks and improvements in management approaches.
During 2012-13 a number of actions have been taken as part of the ongoing review and improvement process for the EMS. These changes have supported a move towards certification of the system. This has included an update to the environmental risk assessment, further audits, and continuing review and update of EMS documentation.
In November 2012, an external audit of the Hunter Water EMS was carried out. The purpose of the audit was to:
Assess and determine how the EMS may relate to similar Work Health Safety (WHS) and IQMS processes.
Assess and determine priorities for integrating parts of the EMS with WHS processes.
Check the EMS for compliance against the ISO14001 standard.
Identify deficiencies with the implementation of the EMS.
Overall the audit found that the EMS had all the necessary structural elements in general compliance with ISO14001. The auditor found that the EMS was well developed and identified actions that require completion for certification to be achieved. An action plan was developed and will be implemented in order to achieve the goal of a certified system by 30 June 2017.
Following the certification of the Hunter Water EMS, the annual Operating Licence Environment Compliance and Performance Report will be prepared in accordance with clause 6.2.2 of the reporting manual.
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6.3 Changes to Environmental Targets – the 2013-2017 Environmental Management Plan
The 2013-2017 Environmental Management Plan (EMP) is a key component of Hunter Water’s EMS. The EMP outlines Hunter Water’s environmental objectives and targets to manage risk and drive environmental improvements for the organisation over the period of the 2012-2017 Operating Licence.
The revised plan has eleven primary goals that address our key responsibilities to the community and the environment. Each goal sets out the objectives, actions and targets required to manage environmental performance over the remaining term of the Operating Licence.
There are numerous inputs that feed into the development of the EMP including:
Principles and commitments in the Hunter Water Community and Environment Policy.
Aspects that were determined through risk assessment and action planning workshops.
Hunter Water’s 2012-2017 Operating Licence.
Wastewater Environmental Protection Licence requirements.
Water Management Licence requirements.
Other applicable legislative requirements and other requirements to which Hunter Water has committed.
Hunter Water’s Statement of Corporate Intent.
Financial, operational and organisational considerations.
Internal and external consultation.
A series of targets have been developed to track performance against the key elements of the EMP. These are provided in Appendix A. Elements of the EMP that have changed from the 2008-13 EMP are shown in red.
6.4 Goal 1: Protection of Drinking Water Catchments
Ensuring catchments are protected and managed is an important first step in ensuring a reliable supply of good quality water can be provided to our customers. Effective catchment management ensures community health is protected, provides an important natural asset and reduces treatment costs thereby minimising water prices for Hunter Water’s customers.
Actions to Manage Risks
Defining the Strategic Direction for Catchment Management and Identifying Actions
Hunter Water recognises the importance of the management of the water supply catchment to ensure ongoing safe and reliable drinking water for its customers. In January 2011, Hunter Water released the Catchment Management Plan – Hunter Water’s eight element plan for our catchments.
The Catchment Management Plan is a strategic document providing a framework for the long term protection of the drinking water catchments. The Catchment Management Plan identifies eight
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elements that are aimed at the protection of the drinking water catchment through the better management of activities that may pose a risk to water quality.
The key action in 2012-2013 was the development of the Catchment Improvement Plan which was released in November 2012. The Catchment Improvement Plan outlines actions that address the strategic issues identified in the Catchment Management Plan.
The Catchment Improvement Plan commences in July 2013 and continues until 2017. The plan will be updated and refined as needed to enable continual improvement. The plan:
Expands on the eight elements of the Hunter Water Catchment Management Plan.
Links with the requirements of the Australian Drinking Water Framework.
Is a proactive approach to catchment management, recognising it as an important barrier to water quality risks.
Provides the basis for justification of future expenditure on catchment management initiatives.
Stakeholder Consultation
Hunter Water identified the following key stakeholder agencies in relation to catchment management:
Hunter Central Rivers Catchment Management Authority
The Department of Primary Industries
Dairy New South Wales
Dungog Shire Council
Port Stephens Council
These stakeholders are considered partners for education and on-ground works programs and have been consulted throughout the development of the Catchment Improvement Plan.
In 2013-14 Hunter Water aims to create a steering group of catchment stakeholders for ongoing implementation of the Catchment Improvement Plan.
Tree Planting
In 2012, Hunter Water commenced a large tree planting program in the drinking water catchment. The locations of the tree plantings include Hunter Water land adjacent to Grahamstown Dam, Chichester Dam and at Irrawang Swamp.
The tree planting has been funded by a grant from the Australian Government’s Water for the Future Initiative as part of the National Urban Water and Desalinisation Plan. The plantings will contribute to Hunter Water’s carbon offsets with the plantings from this program offsetting the emissions produced from the operation of recycled water plants at Kooragang and Branxton. The tree planting will also improve the protection of our drinking water catchments and biodiversity on Hunter Water land.
The total number of trees planted in 2012-13 was 280,716 which makes it the largest tree planting project Hunter Water has undertaken. The cumulative number of trees planted since 2007-08 is 321,760. See Table 6.1.
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Table 6.1 Tree Planting
2007-08 2008-09 2009-10 2010-11 2011-12 2012-13 Total
Number of 2,964 430 16,398 17,702 3,550 280,716 321,760 trees planted
Miscellaneous Actions
In conjunction with defining the strategic direction for the management of Hunter Water’s drinking water catchments, and the actions to implement these, Hunter Water continues to work with key stakeholders to ensure that vital activities such as weed management, feral animal control, bushfire management, land rehabilitation, control of illegal dumping, and control of unauthorised access are undertaken within the drinking water catchments. For more information on these actions refer to Goal seven.
Performance Against Targets
The performance against the 2008-13 EMP actions for the protection of drinking water supplies is shown in Table 6.2. Overall the level of compliance was high with six of the seven targets closed out or ongoing with the only target not met being related to tree planting.
With the release of the 2013-17 EMP and the 2013-17 Catchment Improvement Plan new actions and targets will commence from 1 July 2013. The new objectives, targets and timeframes related to this goal in the 2013-17 EMP are provided in Appendix A.
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Table 6.2 Goal 1 - Performance and Compliance in 2012-13
Objectives Actions Targets Compliance
Continue to be involved in Continued involvement in developing and promoting Finalise Project Report for Greswick Completed 2008 and support strategic best management farming practices along the Angus Demonstration Farm by end of initiatives to maintain and Williams River 2008. improve the ecological health and water quality of source Develop Land Management Implementation Plan for Develop plan by end of 2008 Catchment Management Plan completed waters Hunter Water activities within drinking water in 2011 catchment areas
Develop Plan of Management agreements with the Plans of Management to be finalised by Complete Department of Environment and Climate Change in Dec 2009. (Finalisation of Plans of Management for relation to the transfer of management Tilligerry will be responsibility of National responsibilities within Tomago, Tomaree and Parks and Wildlife Service as required Stockton Groundwater Reserves under the NP&W Act.)
Ensure that land use Continue to liaise with local Councils and the Comply with drinking water quality Ongoing activities within the special Department of Water and Energy to ensure that monitoring requirements in Operating areas do not present a risk to developments are consistent with Hunter Water Licence. water quality (Special Areas) Regulation.
Continued close liaison with agencies responsible Full compliance with Operating Licence Ongoing for catchment protection to identify and support a requirements relating to catchment range of priority actions to promote ecological health management and improve water quality
Continued close liaison with agencies responsible Regular meetings with NSW Office of Ongoing for catchment protection to ensure that community Water, Councils and Catchment education and incident response planning is well Management Authority promoted and implemented.
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Objectives Actions Targets Compliance
Undertake measures that will Undertake large scale tree planting activities within 1.5 million native trees to be planted Incomplete. promote ecological health the Hunter Water’s operational area including within catchment areas and within other 280,716 trees were planted in 2012-13 and water quality within drinking water catchments locations of Hunter Water’s operational with a total of 321,760 over 5 years drinking water catchments area within the next ten years. (overall target will not be achieved as plantings associated with the Tillegra Dam project will no longer occur)
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Activities Planned for 2013-14
Future activities to protect drinking water supplies are defined in the Catchment Improvement Plan and the EMP. The following actions are planned to commence in 2013-14:
Dairy effluent and farm management project.
Integrated land management project
Septic inspection and rectification project
Working with stakeholders including the establishment of a catchment stakeholder group
Water quality monitoring of high risk areas
Fostering research
Perform proactive surveillance
Engaging the community
Planning for emergencies
6.5 Goal 2 - Reliable Supply of Drinking Water with Appropriate Environmental Management
Hunter Water is permitted to extract water from the environment under a combined water supply work and water use approvals licence issued by the NSW Office of Water (NOW) under the Water Management Act, 2000. The licences have detailed monitoring and reporting requirements and also include a requirement to undertake a number of environmental studies which are designed to develop a better understanding of the long term sustainability of Hunter Water’s extraction activities. Water supply in the lower Hunter is highly vulnerable to drought. Water levels can drop faster than in most other major Australian urban centres during drought because lower Hunter storages are small or shallow with high evaporation rates. The planning process to secure water for the lower Hunter is underway. The Metropolitan Water Directorate within the Department of Finance and Services is leading development of the Lower Hunter Water Plan in close consultation with Hunter Water, other government agencies and the lower Hunter community.
Actions to Manage Risks
Water Management Licence Compliance
Hunter Water’s Water Management Licence permits water extraction from the Williams River, Chichester Dam, Grahamstown Dam, groundwater sources at Tomago and Tomaree and the Paterson and Allyn Rivers. The licence package requires monitoring and reporting and several supplementary studies to be undertaken.
During 2012-13 Hunter Water used the Balickera Water Pumping Station to transfer water from the Williams River to Grahamstown Dam to maximise dam levels for possible future dry conditions. Whilst most of the 2012-13 resulted in experienced low levels of water in the river preventing transfers to occur, high rainfall experienced across the catchment area at the end of January and early February 2013, allowed for pumping throughout February 2013. This increased the Grahamstown Dam storage
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capacity from a yearly minimum of 81.8 per cent in mid January to 100 per cent at the end of February.
A yearly total of 27,600 megalitres was transferred from the Williams River to Grahamstown Dam with the storage level in the dam at 97 per cent at the end of June 2013 and maintaining an annual average of 93.3 per cent.
Sustainable Groundwater Use
The Water Management Licence requires a baseline vegetation monitoring program and water stress monitoring program to be developed in Tomago and Tomaree Special Areas as a follow-up from the Sustainable Groundwater Extraction Strategy. The baseline vegetation monitoring program aims to assess the effects of groundwater extraction on the ecology of groundwater dependent ecosystems (GDEs). The water stress monitoring program is a preliminary investigation to develop a program aimed at assessing the effects of groundwater extraction below the 95th percentile water level in each groundwater management zone on groundwater dependent endangered ecological communities (EECs). Baseline monitoring will occur in 2013-14.
Long-term Security and Drought Contingency
Water planning for the lower Hunter will comply with the requirement in the Water Quantity clause of the Operating Licence and also the National Urban Water Planning Principles adopted by COAG.
The Lower Hunter Water Plan is due for completion in December 2013. For further information about actions related to the long-term security of water supplies and solutions to address drought and future growth of the region refer to Chapter three.
Performance Against Targets
Hunter Water included a number of targets in the 2008-13 EMP for this goal. The performance against these targets is shown in Table 6.3.
The new objectives, targets and timeframes for this goal are provided in Appendix A. The actions relate to the implementation of the LHWP as well as a focus on reducing environmental risks associated with water treatment and storage.
.
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Table 6.3 Goal 2 - Performance and Compliance in 2012-13
Objectives Actions Targets Compliance
Comply with the requirements Operate, monitor and report in accordance with Full compliance with Water In 2012-13 Hunter Water reported three of the Water Management Water Management Licence, Water Access Management Licence requirements – to breaches against the NOW licence. Licence, Water Access Licences and associated approvals view the licence requirements visit Two breaches were related to environmental Licences and associated requirements http://www.dnr.nsw.gov.au/ flow release irregularities and one with the approvals temperature profile of Chichester Dam. NOW considered Hunter Water’s actions to address the breaches were appropriate.
Prepare and implement a Sustainable Sustainable Groundwater Extraction Strategy Groundwater Extraction Strategy and vegetation monitoring program in place
Provide for water access and environmental Compliant. For further information see flows in accordance with licence requirements. Chapter three, Constraints on extraction of water due to water management legislation
Maintain long term security Prepare and seek environmental approvals for Full compliance with any relevant Approval obtained for all projects and works and sustainability of water development of a dam at Tillegra, upgrades at conditions of approval complete with the exception of the Tillegra use for our growing number Balickera Pump Station and improved Dam which was not granted planning approval of customers connections in water supply with Central Coast
As part of the planning for Tillegra Dam develop Develop a construction environmental No longer applicable construction and operational environmental management plan before commencing management plans that allow for the dam to be the construction of the new dam constructed and operated in a manner that minimises environmental impacts.
Revise Integrated Water Resource Plan in Revise plan by end 2008. Plan finalised in late 2008. The development consultation with the community. of the Lower Hunter Water Plan has replaced the Integrated Water Resource Plan. The Lower Hunter Water Plan will be released in 2014.
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Objectives Actions Targets Compliance
Take a regional perspective with regards to Hold regular discussions with Central The LHWP will determine the optimal supply future water supply requirements Coast Councils and any other relevant demand mix to ensure a secure and councils in relation to ongoing water sustainable supply for the Lower Hunter. It will requirements include consideration of inter-regional opportunities for water supply options, including the Central Coast.
Further development of If water storage levels fall below critical trigger Commence investigations if the trigger No longer applicable. Subject to the drought contingency points the Corporation will undertake nominated in the Drought Management development of the Lower Hunter Water Plan. measures to ensure our environmental investigations and seek approvals Plan is reached. customers never run out of regarding access to groundwater supplies at water Tomago and North Stockton in the event of a severe drought
Investigate water recycling and capture options Options paper by end of 2009 The Lower Hunter Recycled Water Initiative which was formulated in 2010 addressed this action. The Lower Hunter Recycled Water Initiative includes two large recycled water schemes which will save valuable drinking water and improve water security in the lower Hunter. Water recycling is further considered as part of the Lower Hunter Water Plan.
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As shown by Figure 6.1 and Figure 6.2, the amount of water sourced from groundwater was low compared to the historical average but similar to recent years. The cost of extracting water from groundwater supplies is higher compared to surface water. Good rainfall has allowed groundwater levels to replenish and the vast majority of water supplied in recent years has come from Grahamstown and Chichester Dams. The amount of water sourced from recycling has remained relatively consistent over the past ten years.
Figure 6.1 Breakdown of Water Sourced in 2012-2013
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Figure 6.2 Volumes of Water Sourced from 2003-04 to 2012-13
Figure 6.3 Extraction from Water Sources and Storages in 2012-13
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Figure 6.4 Extraction from Water Sources 2003-02 to 2012-13
Activities Planned for 2013-14
The Metropolitan Water Directorate within the Department of Finance and Services is leading the whole of government approach to develop the Lower Hunter Water Plan. Hunter Water is providing research and information support to the planning process, including modelling and technical investigations of specific options.
The ecological monitoring program to assess the effects of groundwater extraction on the ecology of groundwater dependent ecosystems will commence by undertaking baseline monitoring.
Investigations will be undertaken to assess the environmental impacts of water treatment sludge lagoons at Grahamstown Water Treatment Plant. A strategy will also be finalised to ensure the most efficient and sustainable end use for water treatment residuals.
The new actions and timetables to achieve these are shown in Appendix A.
6.6 Goal 3 - Conserve water supplies by ensuring efficient water use
Hunter Water has a strong history of promoting water conservation through the introduction of user pays pricing, education and an ongoing leak reduction program. The Metropolitan Water Directorate is leading development of the Lower Hunter Water Plan and development of appropriate water conservation programs will be a key aspect of the overall plan and will inform future programs implemented by Hunter Water.
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Actions to Manage Risks
Hunter Water continues to focus on demand management programs including water loss management and water efficiency as a key component of water conservation practices.
Water Efficiency
A number of residential and non-residential programs have been delivered throughout 2012-13 in accordance with agreed expenditure targets and are described below.
Focus area Program
Residential water efficiency programs Community education and awareness programs
Water metering
Collaborative promotion of water efficiency programs
Residential showerhead exchange program
Support of the Hunter Region No Interest Loans Program
Promote water saving products
Web links to water efficiency websites
Non-residential water efficiency programs Leakage in schools program
Hunter Business Water Savers program
Non-residential benchmarking study across similar industries
Irrigation and landscape efficiency program
Large customer smart metering program
Large customer water efficiency audits
Hunter Water assets review
Water Recycling
Hunter Water’s Lower Hunter Recycled Water Initiative is a four-year program that will deliver two significant recycled water projects by the end of 2014 to improve the water supply security in the Lower Hunter. These projects include:
Kooragang Industrial Water Scheme; and
The Vintage Recycled Water Scheme
Construction commenced in February 2013 on the Kooragang Industrial Water Scheme which will provide up to 9ML/day of recycled water for industrial use. Once commissioned in December 2014,
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the scheme will save up to 3,300 million litres of potable water each year and will be the Hunter’s largest recycled water scheme.
In October 2012 Hunter Water commenced supply of recycled water from the Branxton Wastewater Treatment Works via a 10km purpose built pipeline to The Vintage Golf Course for irrigation purposes. The recycled water pipeline was part of the $48 million wastewater treatment works upgrade and recycled water scheme that delivered an alternative water supply for irrigation in the area.
The scheme delivers up to 300 million litres of recycled water annually from the upgraded Branxton WWTW to The Vintage Golf Club for use on their greens and fairways. The pipeline assures a supply of water for The Vintage even during drier times when local waterways can otherwise run low. It also delivers environmental benefits by reducing the amount of water extracted from local waterways for irrigation, as well as the volume of treated wastewater discharged into nearby waterways from the Branxton plant.
During 2012-13 Hunter Water continued to deliver recycled water to a variety of customers including Eraring Energy, Oceanic Coal, several municipal golf courses, Kurri Kurri TAFE and a variety of agricultural water users.
Loss Management
In 2012-13 Hunter Water continued the active leak detection program. Leak detection was carried out on 146 km of pipeline as of June 30 2013. The current package of works includes 1236 km of pipeline to be completed by September 2013.
Other works related to loss management include:
Pressure management program - the installation of a pressure reduction valve and associated equipment at Argenton.
Watermain replacement program – replacement of 10.6km of reticulation mains with multiple breaks or leaks recorded.
Water service replacement program – replacement of sections of main between the reticulation main and customer meter that have failed.
Leakage investigations at Stoney Pinch Reservoir.
Performance Against Targets
In 2012-13 Hunter Water had a number of key performance indicators related to water efficiency and conservation. Performance against these targets is provided in Chapter three. The performance against the 2008-13 EMP targets for this goal is shown in Table 6.4.
The newly released 2013-18 EMP has separated this goal into two. One goal is dedicated to conserving water supplies by ensuring efficient water use and a second goal dedicated to the implementation of water recycling initiatives.
The new objectives and targets are included in Appendix A and include actions to continue implementing efficiency programs, recycling schemes, offset projects and identifying further opportunities for recycling.
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Table 6.4 Goal 3 - Performance and Compliance in 2012-13
Objectives Actions Targets Compliance
Promote and implement water Revise Integrated Water Resource Plan including Ensure that the 5 year rolling average for In 2012-13 the average annual use efficiency programs education programs in consultation with the annual residential water consumption residential water consumption was community calculated for the financial year is equal to 176kL. or less than 215 kilolitres The 5 year rolling average was 175.5kL.
Implement water loss reduction Undertake leakage detection, water pressure Undertake active leak detection for at least A total of 146 km of leak detection was where environmentally and management and water loss reduction programs 4,000km of water mains over the next 5 completed in 2012-13 which brings the economically feasible years cumulative total to 4,975km over the life of the EMP.
Implement water recycling Proceed with planning for recycled water plant on Complete project planning and design by Planning complete. where environmentally and Kooragang Island end of 2009 Construction commenced. economically feasible Explore the viability of dual reticulation water Commission Thornton North Dual Deferred due to changes in recycling opportunities for any new greenfield Reticulation scheme by end of 2009. development timing. development within Hunter Water’s area of operations
Seek additional water recycling initiatives where Increase recycled water usage from Incomplete. environmentally and economically feasible and 4000ML/yr in 2007 to 8000ML/yr in 2013 The Kooragang Industrial Water socially acceptable (includes both direct and indirect reuse) Scheme that is scheduled for completion in 2014 will go a long way to helping Hunter Water achieve this target. Hunter Water is assessing potential opportunities for onsite recycled water at wastewater treatment plants.
Implement targeted community education for all Communication plans in place for each Communication and consultation plans new water recycling initiatives new scheme at least 6 months prior to are in place for existing initiatives. commissioning
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The rolling five year target of 215 kilolitres of water consumption a year has been met over the past ten years as shown in Figure 5.6. The figure also shows that there has been a general downward trend in water consumption over this period. However it should be noted that residential water consumption in 2012-13 was greater than 2011-12. This was due to a hot summer and dry conditions experienced at the end of 2012, in addition to 2011-12 having a cool wet summer, reducing water demand.
Figure 6.5 Annual Water Consumption – 5 Year Rolling Average
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Figure 6.6 Recycled Water Consumption By Sector
Note: Com/Mun/Ind = Community/Municipal/Industrial
Activities Planned for 2013-14
Hunter Water is planning to spend $315,000 on water efficiency programs in 2013-14, with the goal of identifying 268ML/yr of cost effective savings. The focus in 2013-14 will be on water efficiency education and business water efficiency.
The key projects in 2013-14 are shown in Table 6.5.
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Table 6.5 Key Water Efficiency Projects for 2013-14
Focus Area Program Description
Non -Residential Major customer audits Voluntary water audits for major customers (consumption > 50ML/yr). Aim to conduct four audits.
Hunter Business Water Savers Free water audit of amenities and commercial kitchens in 20 sites per annum. Customer with the best Program water saving project receives a $10k prize at the Hunter Business Awards.
Education Primary school education ‘Bubbles and Squirt’ education program that encourages water efficient behaviour. Program rolled out to 60 primary schools per annum.
General school education program School education program that includes data loggers, school audits and the Steel River education centre. Following the pilot of the new program in 2013-14, the program will roll out to approximately 40 schools per annum from 2014-15 onwards. The program will draw upon the AWA water education project which is standardising water education as part of the new Australian Curriculum.
General education Water efficiency to be included as one of the themes in the seasonal water marketing campaign; a water efficiency message in every Making Waves bill insert; information on saving water on Hunter Water’s webpage for residential and non-residential sectors
Water efficiency partnerships and Funding support for national education initiatives such as Smart Approved Water Mark (logo used for Sponsorships promoting water efficient products and services); National Water Efficiency Benchmark program (information for non residential customers to compare water use efficiency); Sponsorship of the Australian Water Association project that aims to standardise water education throughout Australian that is in-line with the new Australian Curriculum. Aim to provide an online education portal for teachers and students. Project expected to be launched in 2014-15.
Rainwater tank education Trial in Cameron Park to determine failure rates in installed rainwater tanks and educate participants on options to fix. Program to be delivered in partnership with Lake Macquarie City Council.
Residential Showerhead exchange Exchange of up to 2000 showerheads per annum. Customers exchange up to 2 showerheads with the basic model is free and premium model at cost (currently $50). Program partners with local councils and large businesses. Will target nursing homes and flats and units in 2013-14.
Hunter Region No Interest Loans Provision of no interest loans to low income households to fund purchase of new water efficient Scheme washing machines. The program involves marketing of program and incentive ($30 gift card) to reduce
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Focus Area Program Description
the number of old washing machines.
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6.7 Goal 4 - Manage Hunter Water’s Stormwater and Wastewater Infrastructure to Ensure Healthy Waterways, Clean Beaches and Clean Air
The Environment Protection Authority issues licences for Hunter Water’s wastewater pipe network and treatment systems. The past five years has seen major upgrades to both inland and ocean wastewater treatment plants to service growth and notable system improvements to reduce the potential for sewer overflows. Beachwatch water quality monitoring results consistently reveal excellent results for the Hunter’s beaches.
Actions to Manage Risks
Hunter Water continues to invest in improvements to its WWTWs and wastewater transportation networks. During 2012-13 upgrades to Farley and Shortland WWTWs were completed as well as major upgrades to the wastewater transport networks at Morpeth, Adamstown and Newcastle. Key upgrade works commenced at Aberglasslyn and Williamtown/Raymond Terrace.
Planning works to reduce the impacts of wastewater overflows continue to be a major focus. Planning is also underway to investigate long term upgrade options for Hunter Water’s largest wastewater treatment plant at Burwood Beach.
Water quality monitoring results from the Hunter region’s bathing beaches taken as part of the NSW EPA’s beach watch program indicate that the beaches continue to be amongst the cleanest beaches in the State.
Performance Against Targets
The 2012-13 performance against the environmental management plan targets is shown in Table 6.6.
The new objectives, targets and timeframes related to this goal are shown in Appendix A. Included in the new EMP are revised target dates for the actions to be completed over the five year period of the plan. Appendix A includes details of this goal with revisions and additions to targets indicated in red.
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Table 6.6 Goal 4 - Performance and Compliance in 2012-13
Objectives Actions Targets Compliance
Dispose of wastewater in an Operate, monitor and report in accordance Full compliance with OEH licences Hunter Water had 15 out of 19 fully environmentally sustainable with OEH licence requirements compliant plants. manner The overall level of compliance was 99.14 per cent.
Reduce environmental and Prepare and implement Upgrade Upgrade Management Plans in place for all community impact of overflows Management Plans (UMP) for each wastewater systems with this requirement. from the wastewater systems wastewater system
Cater for growth across the Lower Implement major upgrades for treatment Meet OEH Pollution Reduction Program Hunter Water completed 20 of 22 Pollution Hunter by planning and upgrading plants over the next ten years Commitments and not be an impediment Reduction Program items in 2012-13. Two wastewater treatment facilities to proposed regional growth centre’s PRP items did not meet the due date but are now complete.
Monitor the health of our Continue environmental monitoring of Full compliance with beach water quality 100 per cent. compliance with the waterways and beaches receiving inland and ocean receiving specified by OEH under the program Beachwatch program requirements. waterways and involvement in the OEH Beachwatch program. Review and publicly report on Inland & During 2012-13 a two year Marine Ocean Monitoring Programs by end of Environmental Assessment Program for 2009 Burwood Beach and Boulder Bay WWTWs continued in consultation with OEH, NSW Health and the Marine Parks Authority. The purpose of this program is to assist in the decision-making process for the Stage 3 Upgrades of Burwood Beach and Boulder Bay WWTWs. The studies are to be completed in 2013-14 and the results will be made available via a public consultation process in early 2014. Hunter Water has reported annually on Ocean Monitoring Programs each year as part of the annual operating licence reporting.
Manage storm water assets to Continue to implement relevant actions Implementation of the Storm water Actions from the Storm Water Environmental improve environmental outcomes from the Storm Water Environmental Environmental Improvement Plans Improvement Plans were completed. An
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Improvement Plans update of the Stormwater Environmental Improvement Plan is due for completion in 2014. This report will outline Hunter Water's future direction for stormwater and outline key projects to be implemented.
Manage trade waste to ensure no Commence regular inspections of minor 400 minor customer inspections per Hunter Water completed 273 minor trade adverse impacts on the sewage trade waste customers. Implement a risk annum waste inspections in 2012-13. system, treatment plants or based approach to inspection and In all previous years of the EMP the target effluent. sampling of major customers. was reached.
Maximise beneficial reuse of Operate in accordance with the Biosolids 100% reuse of all dewatered biosolids. In 2012-13, 5,778 tonnes (dewatered biosolids where environmentally Strategy and Implementation Plan which biosolids) were produced; 5300 tonnes were and economically acceptable outlines mine site rehabilitation and reused. 92 per cent of biosolids produced pasture improvement as the two primary were reused with the remaining 8 per cent end uses in the medium term. stockpiled for transportation.
Manage odour production from our Monitor odour complaints received to Number of Complaints to remain under The five year annual average for odour wastewater treatment plants and enable proper assessment of need for 250 complaints (annual average over 5 complaints was 207 at the end of the 2012- systems odour control actions. years). 13 period. Further detail of complaints received is reported in Chapter four.
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Figure 6.7 Compliant Wastewater Treatment Plants
Table 6.7 Biosolids Reuse
2008-09 2009-10 2010-11 2011-12 2012-13
Dewatered biosolids reused (dry 5,091 5,123 4,668 4,738 5,300 tonnes)
Per cent of biosolids suitable for land 88 104 95 86 92 application reused (%)
Percent of biosolids stockpiled for 12 0 5 14 8 future reuse (%)
Hunter Water reuses 100 per cent of biosolids produced from its operations. In a given year, where the figure for ‘per cent of biosolids suitable for land application reused (%)’ is not equal to 100 per cent, it should be noted that the remaining percentage of biosolids has been stockpiled on site for reuse at a later date. This can occur due to a range of reasons including contractor availability and weather constraints.
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Figure 6.8 Dry Tonnes of Biosolids Beneficially Reused
Production of biosolids has been generally consistent over the last five years with slight variations explained largely by onsite stockpiling due to reuse site demand and accessibility of sites.
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Figure 6.9 Markets for Biosolids
Of the biosolids produced 66 per cent was reused for agriculture, 26 per cent for mine site rehabilitation and the remaining 8 per cent was stock piled for future reuse which was a similar trend to 2011-12.
Activities Planned for 2013-14
There are ten Pollution Reduction Program (PRP) items due to be delivered in 2013-14. The PRP’s are related to the Burwood Beach WWTW and reticulation system, Paxton WWTW, Raymond Terrace reticulation system and Tanilba Bay WWTW.
All ten of these PRP items are on track for completion within the prescribed timeframes.
6.8 Goal 5 - Minimise the Environmental Impacts of Hunter Waters Infrastructure Projects
Over the life of this plan Hunter Water will be managing a significant program of capital development which will provide assets to meet higher standards and future growth in the region. Hunter Water undertakes environmental impact assessments and community consultation for all capital works projects to ensure that the environmental and community impacts of all infrastructure projects are minimised.
Actions to Manage Risks
In 2012-13 Hunter Water had a capital works expenditure program of $121.77 million. The projects delivered included water and wastewater transportation upgrades, water treatment plant upgrades and wastewater treatment plant upgrades. Throughout the year, Hunter Water has continued to focus on the management of environmental impacts resulting from the construction and operation of infrastructure. This included attention to EMS procedures for environmental impact assessment and
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onsite environmental management. In addition to these standard measures, Hunter Water implemented specific actions to target high risk environmental aspects. The key actions undertaken in 2012-13 are described below.
Environmental Impact Assessment
In 2012-13 Hunter Water continued to assess all infrastructure projects in accordance with relevant legislation. Environmental impact assessments were undertaken for all projects where required by the Environmental Planning and Assessment Act 1979. The assessments included specialist assessments where required.
Environmental Surveillance
In 2012-13 Hunter Water continued to focus on environmental surveillance of its capital works projects. For projects that were considered to be high risk or have sensitive environmental issues, an environmental management representative was engaged to carry out compliance inspections, and provide advice and environmental management support to the Project Manager.
Provision of Archaeological Services
Aboriginal Cultural Heritage is considered of high importance for infrastructure projects. In 2012-13 Hunter Water had seven active Aboriginal Heritage Impact Permits (AHIP’s) and consequently, Hunter Water focused on improving heritage support for infrastructure projects. Throughout 2012-13 a consulting archaeologist was embedded in the Hunter Water Infrastructure Delivery Team. The purpose of this role was to:
provide support during the Aboriginal Heritage Assessment process,
engage with Aboriginal Groups and stakeholders
provide support in administering AHIP applications and compliance,
provide field support to project teams where an AHIP is issued.
Throughout the year, the Archaeologist provided heritage support on at least 20 capital works projects. The specialist input helped to minimise risks to cultural heritage, improved efficiency of the administration of AHIP’s and built on existing relationships in the Aboriginal community.
Development of Aboriginal Cultural Heritage Guidelines
In 2013 Hunter Water prepared Guidelines for Aboriginal Cultural Heritage Assessment and Consultation. The aim of the guidelines are to assist Hunter Water to meet its legislative responsibilities with respect to Aboriginal community consultation and assessment of the potential impacts of Hunter Water’s activities on Aboriginal cultural heritage.
These guidelines are scheduled to be implemented in mid 2013.
Aboriginal Cultural Heritage Awareness Training
In conjunction with the preparation of the Guidelines for Aboriginal Cultural Heritage Assessment and Consultation, a training program was delivered to relevant Hunter Water staff to raise awareness of requirements with respect to Aboriginal Heritage. The training was delivered to 35 staff.
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Performance Against Targets
The performance against the 2008-13 EMP actions for managing risks associated with infrastructure projects is shown in Table 6.8. Hunter Water has met all the actions identified in the EMP.
The new objectives, targets and timeframes related to this goal are shown in Appendix A.
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Table 6.8 Goal 5 - Performance and Compliance in 2012-13
Objectives Actions Targets Compliance
Conservation of natural resources Undertake appropriate environmental assessment Full compliance with Environmental impact assessments were for applicable new infrastructure and relevant environmental legislation completed for all applicable projects in 2012- operational activities 13.
Develop procedures and training in accordance 471 staff received environmental training in with the Corporate Environmental Management 2012-13. System to ensure project managers and contractors are aware of environmental responsibilities
Incorporate environmental requirements into Environmental requirements are built into all contracts relevant contracts.
Conservation of cultural heritage Undertake appropriate indigenous and non- Heritage assessments have been indigenous heritage assessments undertaken for all relevant projects.
Minimise impacts on community Undertake appropriate consultation and Full compliance with safeguards Environmental compliance is routinely community impact assessment for applicable new nominated in impact assessment monitored by Environmental Management infrastructure and relevant operational activities process Representatives.
Undertake periodic customer A Reputation Survey was undertaken 2012. surveys to gauge satisfaction with 87% of respondents indicated that they were Hunter Water. satisfied with Hunter Water as a water utility. This was a small improvement on past surveys. The findings showed that Hunter Water is regarded as a good ‘environmental manager’ with 70% of respondents giving a positive score when answering this question.
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Activities Planned for 2013-14
Hunter Water is committed to continual improvement and in 2013-14 will continue to focus on improving environmental management incorporation into the delivery of new infrastructure. There will be a strong focus on development of new EMS procedures, environmental training in the areas of erosion and sediment control and environmental incident management and the development of internal guidelines regarding approvals required for dewatering and aquifer interference under the Water Act and Water Management Act.
The NSW Government is currently rolling out a new planning system for NSW. The reforms will be the most significant changes to environmental planning since the introduction of the Environmental Planning and Assessment Act in 1979. Hunter Water will input into the development of environmental impact assessment guidelines and strategic processes related to the planning reforms as required.
6.9 Goal 6 - Promote Efficient Use of Resources and Minimisation of Waste
Hunter Water is a medium level consumer of electrical energy currently using about 70,000 – 80,000 MWh per annum. Drivers for a focus on energy management and efficiency include electricity price increases, government policy and regulations, and technology improvements.
Our other main priority with regard to efficient use of resources is to reduce and effective manage waste generated as a result of our operations. Hunter Water has a contract in place to remove and recycle waste spoil that results from operational activities. Waste generated on infrastructure delivery projects is managed by contractors in accordance with legislative requirements with recycling encouraged wherever possible.
Actions to Manage Risks
Energy and Carbon Management
In mid 2013 Hunter Water finalised a revised version of the Greenhouse Gas and Energy Management Policy. The revised policy statement includes a stronger focus on optimising expenditure on energy. The policy will be released in August 2013.
In 2012-13 Hunter Water was focussed on energy management improvements through conducting more strategic energy procurement and implementing energy efficiency initiatives across the operations. The Energy Management Team has an annual target of achieving $200,000 in savings each year through energy management initiatives. This target has been exceeded for 2012-13. The initiatives that delivered the highest annual savings are shown in Table 6.9.
Table 6.9 Key Energy Management Initiatives Undertaken in 2012-13
Initiative Description Estimated Annual Savings
Energy contract Guided by energy market specialists Hunter Water $2,000,000 commenced a new energy contract on 1 January 2013
Network charge refunds Refunds associated with supply of electricity to external $132,000 stakeholders through the Hunter Water high voltage network
Key infrastructure Burwood Beach wastewater treatment works (WWTW) $36,000 upgrades primary pump station control scheme
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Cardiff South water pump station installation of variable $30,000 speed drives
Renewable energy Head office solar panels and Cessnock WWTW cogeneration $50,000 projects from biogass
Carbon Offsets
In July 2012 the Commonwealth Government’s carbon pricing mechanism commenced. Hunter Water is currently below the carbon emission threshold to have a direct financial liability under the scheme.
With the assistance of an Australian Government funding grant linked to the Lower Hunter Recycled Water Initiative, Hunter Water planted 278,000 trees around Grahamstown and Chichester Dams, and at Irrawang Swamp. This contributed to the total of 280,716 planted in 2012-13. These trees offset the emissions produced from the operation of recycled water plants at Kooragang and Branxton.
The tree planting project will be registered as a project under the carbon farming initiative. In addition, further carbon offsets achieved through the installation of solar panels on the Hunter Water Head Office building, and cogeneration at Cessnock WWTW will be registered to qualify for renewable energy certificates. These will contribute to Hunter Water’s total greenhouse gas offsets.
Waste Management Guidelines
In 2012-13 Hunter Water has focussed on improving waste management practices and awareness of waste management requirements across the various areas of operations. A key action related to this has been the preparation of a waste management guideline. The purpose of the guideline is to assist Hunter Water project managers to comply with the NSW Governments waste regulatory framework.
The guideline provides practical advice on:
how to plan projects to avoid the generation of unnecessary waste during construction
how to recycle or re-use waste to reduce costs
exploring opportunities to minimise the volumes of waste that would otherwise need to be sent to landfill.
In conjunction with the preparation of the waste management guidelines, a training course in waste management was prepared and delivered to relevant staff in May 2013.
Performance Against Targets
Performance against the 2008-13 EMP targets for efficient use of resources and minimisation of waste is shown in Table 6.10. The new objectives, targets and timeframes related to this goal are shown in Appendix A.
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Table 6.10 Goal 6 - Performance and Compliance in 2012-13
Objectives Actions Targets Compliance
Minimise the environmental impact Develop Greenhouse Gas Emissions Strategy developed by end of 2008. Completed 2009. of Hunter Water’s use of energy Strategy including initiatives that will offset A revised Greenhouse Gas and Energy and greenhouse gas emissions greenhouse gas emissions management Policy was released in August 2013.
Develop and implement energy savings Develop energy savings plans for top 10 Projects with annual savings of 823 plans for major facilities energy use facilities by mid 2008 and megawatt hours were implemented in 2012- implement 75% of identified savings by 13. 2013 Over the last four years, Hunter Water has created more than $1 million worth of annual savings through implementing energy efficiency initiatives.
Develop incentive program for Hunter Programs in place by 2009 Hunter Water has implemented a scheme Water to take up fuel efficient fleet cars for its executive vehicles that mandates that new fleet vehicles meet 3.5 stars as per the green vehicle guide as a minimum. A progress incentive scheme has also been implemented to encourage the selection of vehicles that are 4 stars and above.
Explore potential for greater use of LPG Hunter Water has mandated the use of gas and bio-diesel fuel alternatives biofuels where this is an option for a particular vehicle and where there is local availability.
Implement Hunter Water’s Waste Develop a recycled materials strategy, Strategy in place by end of 2009 The recycled materials strategy was Recycling and Purchasing Policy including initiatives that will reduce the completed in 2010. New procedures and (WRAPP) use of virgin extracted natural materials training were developed and implemented in 2012-13.
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Undertake a study to investigate the Study completed by end of 2010 As part of the recycled materials strategy an potential to increase the amount of investigation into the use of recycled recycled materials used for new materials within new infrastructure projects infrastructure projects was also completed.
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Energy consumption across the asset categories was dominated by wastewater treatment and water transport which is similar to historical consumption.
Figure 6.10 Energy Consumption by Asset Category 2012-13
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Greenhouse gas emissions trended down from a peak in 2010-11. This was mainly due to reduced flows into the wastewater treatment plants resulting in lower than normal energy use at these facilities. Fugitive emissions from wastewater treatment plants also trended down. This is contributable in part to changes in the National Energy and Greenhouse Reporting Act methodology for calculating nitrous oxide emissions from treatment plants that discharge into ocean and estuarine receiving waters. Fuel use also trended down compared to the past few years. Overall, in 2012-13, Hunter Water has met its target to remain carbon stable over the life of the 2008-2013 Environmental Management Plan.
Figure 6.11 Historical Net Greenhouse Gas Emissions (Tonnes CO2 - Equivalents)
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Greenhouse emissions from wastewater assets continue to comprise the majority of the overall emissions generated by Hunter Water.
Figure 6.12 Greenhouse Gas Emissions Breakdown
Activities Planned for 2013-14
In 2013-14 Hunter Water will continue to meet commitments for energy efficiency projects. This will include continuing design input into:
Key water pump station upgrades including Neath, Schroder and Lambton.
Advanced power control which takes advantage of reservoir capacity and off peak pumping.
In addition to the above projects, Hunter Water has been undertaking detailed energy audits of five wastewater treatment plants with the aid of NSW Office of Environment and Heritage subsidies. These audits were completed in July 2013. A further 40 potential energy saving initiatives have been identified across Hunter Water assets. These initiatives could result in up to $2 million in savings annually. However, it should be noted, this is an estimate and there is a varied level of risk, return, and work required in developing each business case. Based on current prioritisation and scheduling it is anticipated that $1 million of these initiatives may be implemented over the next five years.
Hunter Water will focus on improving data and calculation methodologies relating to fugitive emissions. This will include work with W-S-A-A to improve methodologies for estimating emissions arising from sludge lagoons.
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6.10 Goal 7 - Responsibly Manage our Land and Property Assets
Hunter Water owns a large amount of land and has total assets valued at approximately $3 billion. Effective land management is therefore a very important Corporate responsibility. Public safety, site security, bushfire management, weed management, bush regeneration, grounds maintenance, feral animal control, asset protection, landscaping, control of illegal dumping, land contamination and flood management are just some of the many property related activities that Hunter Water has to regularly address and manage as part of its overall land management responsibilities. Whilst there are many land management activities that are required on an ongoing basis several key tasks have been specifically highlighted for inclusion in the Environmental Management Plan.
Actions to Manage Risks
Heritage Asset Management
Following the finalisation of the Hunter Water heritage register and Heritage Asset Management strategy in 2010, work has continued to develop conservation management plans for those sites determined to have State heritage significance. In 2012-13 Hunter Water completed the preparation of the Dudley Reservoir Conservation Management Plan.
Weed Management
Hunter Water holds a licence issued by the Office of Environment and Heritage to treat the aquatic weeds, Water Hyacinth and Alligator Weed. This licence allows for up to three treatments per growing season.
In 2012-13 Hunter Water focused on aquatic weeds where there is potential for the weeds to create operational and/or water quality problems. These locations included Seaham Weir Pool and Balickera Canal. Regular visual inspections of special areas waterways indicate that Chichester Dam and Grahamstown Dam currently have no aquatic weed problems.
Hunter Water continues to work closely and liaise regularly with Port Stephens Council’s Noxious Weeds Officers regarding the treatment of all weeds within the Port Stephens LGA on land that is owned or under the care and control of Hunter Water. In 2012-13 Hunter Water provided funding of $5,000 to Port Stephens Council to assist in weed treatment within the Seaham Pool Weir.
In addition to aquatic weed management, the following weed control was undertaken on land owned or controlled by Hunter Water:
Hunter Water owns large areas of rural property in the Upper Williams River Tillegra region. Hunter Water must manage all land responsibly. Giant Parramatta Grass is a major weed species that reduces the productivity of grazing land. Due to the extensive area affected by this weed aerial spraying via helicopter was employed. Treatment of this weed will require ongoing remediation in future years.
Blackberry and lantana was treated on Hunter Water land in the Chichester catchment which is adjacent to the Barrington Tops National Park and also Blackberry and lantana was treated on Hunter Water land surrounding Balickera Canal and Grahamstown Dam.
Bush Regeneration and Land Contamination Management
Hunter Water has continued bush regeneration and tree planting projects associated with capital works restoration activities at Glenrock State Conservation Area, Ash Island, Cessnock Water Pump
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Station, Beresfield to Stony Pinch Trunk Main Upgrade and Mayfield to Broadmeadow Wastewater System Upgrade.
Land contamination assessment work and fencing activities associated with the presence of lead adjacent to the Chichester Trunk Gravity Main continued in 2012-13. Furthermore, a review of the risk of groundwater contamination in proximity of wastewater treatment plants was undertaken.
Feral Animal Management
The 2012-13 program targeted wild dogs and foxes using 1080 baiting. Baiting was carried out in July and August 2012 on Hunter Water land at Tomago, Grahamstown Dam, Balickera Canal and Chichester Dam. Baiting is carried out in these months as the risk to non-targeted species is minimised.
In 2012-13 sponsorship funding of $3,000 was provided to the Allyn, Paterson, and Williams Wild Dog Association. This association is endorsed by the Livestock Health and Pest Authority (LHPA) who also provide technical support. The funding was used to provide training on trapping, safe baiting procedures and environmental awareness to members as well as to purchase traps and assist the aerial baiting program.
Assets and Facilities
As in previous report periods, unauthorised access on Hunter Water land continued to be a significant problem during 2012-13 with vandalism and illegal dumping associated with illegal access. Given the length and remoteness of boundary fencing under the control of Hunter Water it is not possible to keep out determined offenders. A security gate has been installed at Belmont WWTW to prevent dumping and concrete blocks have been used where suitable.
Hunter Water continues to work closely with NSW Police, Port Stephens Council and National Parks and Wildlife Service in addressing this problem.
Performance Against Targets
Performance against the goals of the 2012-13 EMP is shown in Table 6.11. Hunter Water has achieved the targets for this goal and continues to implement ongoing management practices to address the risks associated with its land and property.
The new objectives, targets and timeframes related to this goal are shown in Appendix A.
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Table 6.11 Goal 7- Performance and Compliance in 2012-13
Objectives Actions Targets Compliance
Conserve our heritage Develop register for Hunter Water’s Finalise register by end of 2008 Complete. The Heritage Register can be heritage assets viewed on the Hunter Water’s website.
Effective land management Develop and maintain contaminated sites Develop register by mid 2008 The contaminated sites register was register completed in August 2010. Hunter Water has been undertaking detailed investigations into high risk sites.
Continue weed and feral animal control Report annually on land management Weed and feral animal control is managed programs for land under our control activities and reported in the section titled Actions to Manage Risks.
Undertake bush regeneration and land Bush regeneration and land contamination contamination assessments when assessments are reported on in the section appropriate titled Actions to Manage Risks.
Assets and facilities are maintained Undertake landscaping programs in Landscaping plans for new infrastructure Restoration requirements are built into all in a manner aesthetically association with upgrades of operational including specified maintenance periods. relevant construction contracts. acceptable to the community facilities
Aesthetics to be factored into asset design Review implementation of Hunter Water’s A review of the policy was completed and no aesthetics policy by 2010 changes were considered necessary.
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Activities Planned for 2013-14
During 2013-14 a number of activities are planned including:
Development of a new bushfire management plan for Hunter Water. The plan will update Hunter Water’s procedures and processes in relation to fire preparedness, emergency response and catchment recovery. Work will also focus in fire vulnerability assessments for Hunter Water assets.
A guideline procedure will be developed relating to the use of pesticides on Hunter Water land in drinking water catchments.
Development of maps in Hunter Water’s Geographic Information System that identify operating assets vulnerable to climate change impacts such as sea level rise, flooding, and coastal recession.
The ongoing implementation of weed control and feral animal control programs.
A groundwater monitoring program will commence at selected wastewater treatment plants to investigate the levels of nutrients and other contaminants within the groundwater at these sites.
6.11 Goal 8 - Contribute to Sustainability and Environmental Awareness in the Community
To achieve sustainable water cycle management it is necessary for Hunter Water to provide for broad community involvement in issues that affect the way people interact with the water cycle. Hunter Water promote community ownership and responsible use of water resources through public education programs and school and community group talks. Hunter Water also has an annual sponsorship program designed to support a wide range of community and environmental activities throughout the region.
Actions to Manage Risks
Hunter Water is committed to working with the community to achieve a sustainable water cycle. In 2012-13 Hunter Water engaged with the community through a number of programs. Programs include community education initiatives and school programs.
Some of the programs delivered to schools in 2012-13 included:
Smart Metering for schools
Ship O Fools water education show in primary school and pre-schools
Online water saving games
Catchment management water authority education programs – Catchment crawl, Water watch Program and Brochure competition
Teacher resources – The Water Kit
Initiatives aimed towards the broader community included:
Showerhead exchanges
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Hunter Region No Interest Loan Scheme
Summer water efficiency marketing campaign
Autumn catchment management marketing campaign
Attendance at events – Newcastle Home Show, Tocal Field Days and Surfest.
Hunter Water is committed to community sponsorship programs. Sponsorship programs are designed to support a wide range of community and environmental activities.
The value of projects sponsored in 2012-13 is shown in Table 6.12.
Table 6.12 Value of Sponsorship
2007-08 2008-09 2009-10 2010-11 2011-12 2012-13
Value of sponsorship for community environmental $131,000 $172,500 $125,000 $127,000 $121,000 $153,944 projects
Performance Against Targets
Performance against the goals of the 2012-13 EMP is shown in Table 6.13. Hunter Water has achieved the targets for this goal.
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Table 6.13 Goal 8 - Performance and Compliance in 2012-13
Objectives Actions Targets Compliance
Develop partnerships with the Maintain a sponsorship program which Call for applications for sponsorship The current program will end June 2013. In community provides support to relevant community program annually 2012-13 the total sponsorship provided was environmental initiatives. $153,944.
Participate in the Together Today program Measurable reductions in per capita use During 2012-13 membership with Together which will support research and of energy and water across the Hunter Today continued. Initiatives with partners development of water and energy saving included the Showerhead Exchange initiatives as well as raising awareness Program, Transitions Street Newcastle and educating the broader community of Challenge, Living Green editorial in The better ways to save and use our valuable Herald newspaper. resources.
Continue to inform the community Utilise Open Board, the Consultative Conduct biennial customer surveys to A Community and customer reputation of the Corporation’s activities and Forum, media, Annual Reporting, Hunter gauge customer satisfaction. survey was completed in 2011-12 as well as its impact on the environment. Water website, Hunter Water’s community satisfaction data collected from transactions. newsletter, open days, school curriculum Feedback has shown an increase in support materials and other information customer satisfaction levels since 2009-10. packages.
Consult with stakeholders and the community in relation to operational activities and infrastructure projects
Report on environmental Include environmental reporting in the Annual Report and Environmental The 2011-12 Environmental Performance performance Hunter Water Annual Report and report Performance Indicator Report to be Indicator report was completed and posted annually on key indicators. posted on the Hunter Water website by on the website in September 2012. The end of November each year. Annual Report was posted on the website in November 2012.
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Activities Planned for 2013-14
Education programs for students and the community will continue during 2013-14. Marketing campaigns to promote water efficiency, catchment management and sustainability will support these programs.
In August 2013 a revised Sponsorship and Donations Program was launched. Sustainability grants will be open for community applications. Projects for water and wastewater education and conservation will be a focus of the community programs. Hunter Water will also deliver water and wastewater infrastructure for the community and support students in water-related fields with scholarships.
6.12 Goal 9 - Continue to Improve Environmental Management Practices and Promote an Environmentally Responsible Culture
Hunter Water’s Environmental Management System provides a framework for developing, implementing and monitoring our Corporate environmental commitments. We will strive for continual improvement in our environmental and social performance which will be measured by performance indicators and publicly reported each year.
Actions to Manage Risks
Environmental Management System Review
The review and improvement of the Hunter Water EMS is ongoing and work will continue in 2013-14. The goal for certification of the EMS is 30 June 2017. This timeframe is aligned with the Operating Licence. to develop a management system consistent with the Australian Standard AS/NZS ISO 14001:2004: Environmental Management Systems – Requirements with Guidance for Use.
Key actions undertaken in 2012-13 in relation to the EMS included:
Environmental risk review and new five year EMP
New guidelines and procedures
New guidelines for waste management and Aboriginal heritage management.
Procedures for sampling, investigation and reporting environmental incidents.
In 2012-13 the following environmental audits were completed:
Internal audit of environmental compliance of capital works projects.
Internal audit of treatment plant chemical storage and stormwater management.
Internal audit of environmental incident management procedures.
Independent audit of the Hunter Water EMS.
The audit findings are reported to the Board Audit and Risk Committee. Outcomes and recommendations from the audits have been included in the Corporate Audit Management System for implementation and close out.
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Training
In 2012-13 five environmental training programs were delivered to Hunter Water personnel. A description of each training program and the number of staff trained is provided in Table 6.14.
Table 6.14 Environmental Training Delivered in 2012-13
Training Description Staff trained 2012-13
General environmental An online training module for all staff to raise 313 awareness awareness of environmental responsibilities and corporate goals.
Environmental due diligence Training on the Protection of Environment Operations 49 Act 1997, and assessing and controlling environmental risks. Directed to Managers and Supervisors.
Identifying and managing Training on the Protection of Environment Operations 58 environmental risk Act 1997, and assessing and controlling environmental risks. Directed to field staff.
Aboriginal cultural heritage Training to raise awareness of responsibilities in 35 awareness relation to Aboriginal cultural heritage assessment and management and strict liability offence. Directed to contract managers.
Waste management in capital Training to raise awareness of waste management 16 works requirements for infrastructure projects. Directed to contract managers.
Performance Against Targets
Performance against the 2008-13 EMP targets for this goal is shown in Table 6.15. All targets have been met for the 2012-13 reporting period.
The goal to continue to improve environmental management practices and promote an environmentally responsible culture continues to be encapsulated in the 2013-17 EMP. The new EMP includes additional and revised actions and targets with the objective of continuing to improve environmental management at Hunter Water and achieve certification of the EMS.
Included in the new EMP are revised target dates for the actions to be completed over the five year period of the plan. Appendix A includes details of this goal with revisions and additions to targets indicated in red.
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Table 6.15 Goal 9 - Performance and Compliance in 2012-13
Objectives Actions Targets Compliance
Continue to develop effective tools Maintain and continually improve the Management review of Environmental Management review was undertaken in and systems to manage Corporation’s Environmental Management Management System every year November 2012. environmental responsibilities System
An environmentally aware and Rolling program of targeted environmental 100 people put through environmental 471 Hunter Water staff received committed workforce training for staff training each year. environmental training in 2012-13
Environmental awareness and Environmental inductions and Full compliance Environmental inductions and preparation of proven performance from our preparations of site specific Environmental site specific Environmental Management contractors Management Plans mandatory for all Plans were completed for all construction construction works that can affect works. environment
Audit environmental performance Periodically undertake internal and Independent audit of Corporate An independent audit of the Hunter Water external audits of environmental Environmental Management System Environmental Management System (EMS) requirements and systems every 5 years and minimum of 2 internal was also completed in 2012-13. An EMS environmental audits each year improvement plan is currently in place and Hunter Water has committed to having an accredited EMS before June 2017. Three internal audits were completed. All audits are reported to the Board Audit and Risk Committee.
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Activities Planned for 2013-14
Environmental Management System Improvements
In 2013-14 work will continue to improve the EMS to ensure certification of the system can be achieved within the prescribed timeframe. The EMS includes an action plan that defines the required actions and issues to be addressed. This plan is a live document and is continually revised to include newly identified actions and record completion of actions.
In 2013-14 Hunter Water is delivering a new IQMS computer business solution. This will provide enhanced functionality to the development of the IQMS which includes the EMS.
Environmental Training
The following training programs are scheduled for 2013-14:
Soils, sediment and erosion control awareness.
Environmental incident management
Environmental audits
The 2013 environmental compliance internal audit identified a number of recommendations. In regard to planned capital works projects. This includes procedural improvements to corrective action management and environmental specifications in contract documentation. These recommendations will be implemented according to a timeframe approved by the Audit and Risk Committee.
Environmental audits proposed for 2013-14 include:
Internal audit of biosolids management.
Internal audit of chemical storage and stormwater management at treatment plants.
National Greenhouse and Energy Reporting (NGER) reasonable assurance audit
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7 Performance Monitoring
7.1 Introduction
Chapter seven provides an overview of Hunter Water’s performance monitoring. It reports on the 2012-13 performance against the system performance standards as set in the Operating Licence. These include targets for water pressure, water continuity and wastewater overflow. This chapter also reports on performance against IPART set performance indicators which are a supplementary set of indicators reported in addition to the National Water Indicators. The performance indicators cover the areas of water quality, environment, infrastructure and customers. A table of the National Water Indicator data, for the purpose of the 2012-13 National Performance Report, is also provided.
System performance standards for water pressure, water continuity and wastewater overflow are set in the Operating Licence. For 2012-13 Hunter Water achieved full compliance with these standards. Detailed performance information follows.
Water Pressure Standard
The water pressure standard is:
Hunter Water must ensure that no more than 4,800 properties experience a water pressure failure in a financial year (Water Pressure Standard).
Water Pressure Performance
Figure 7.1 Water Pressure Standard
Water Pressure Performance Commentary
Hunter Water met the performance requirement of this standard for 2012-13. A total of 1,947 properties experienced low pressure, which is below the limit specified in the standard.
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Performance in 2012-13 returned to average conditions and was higher than the pprevious year due to increased ambient temperature and the associated increase in demand experienced during early January 2013. Notably, the maximum daily demand in January 2013 was 330ML/day compared to 240ML/day in January 2012, which was the lowest annual maximum day demand since 1978 when electronic recording commenced.
Water Continuity Standard
The water continuity standard is:
Hunter Water must ensure that in a financial year:
a) No more that 10,000 properties experience an unplanned water interruption that lasts more than 5 continuous hours; and
b) No more than 5,000 properties experience 3 or more unplanned water interruptions that each lasts more than 1 hour.
Water Continuity Performance
Figure 7.2 Water Continuity Standard (a)
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Figure7.3 Water Continuity Standard (b)
Water Continuity Performance Commentary
Standard (a)
Hunter Water recorded 5,464 properties with an unplanned outage of more than five hours during 2012-13. The main incident, impacting 2,008 properties, occurred on the 500mm trunk main from Wallsend to the suburbs of Maryland, Fletcher and Minmi on 2 November 2012. The trunk main failure occurred in a remote location at the rear of an industrial estate, increasing the time required to locate the break. The configuration of the network at this location further restricted the supply, with only a 200mm main from the Maitland System supplying the zone. A bottled water station was established at the Maryland Shopping Centre, where customers could collect potable water until full serviceability was restored.
A water main failure impacting 600 properties in Raymond Terrace on 1 March 2013 also occurred in a remote low lying area that was difficult to locate. As the failure impacted the high level zone in Raymond Terrace, rezoning was required.
Standard (b)
The result for properties receiving 3 or more interruptions lasting more than one hour is the best result since electronic recording of this parameter commenced in 1999-2000. Hunter Water analyses water main failure history and uses a water main replacement model to determine when water mains are to be replaced.
Wastewater Overflow Standard
The wastewater overflow standard is:
Hunter Water must ensure that in a financial year:
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a) No more than 5,000 properties (other than public properties) experience an uncontrolled wastewater overflow in dry weather.
b) No more than 45 properties (other than public properties) experience 3 or more uncontrolled wastewater overflows in dry weather.
Wastewater Overflow Performance
Figure 7.4 Wastewater Overflow Standard (a) Performance
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Figure 7.5 Wastewater Overflow Standard (b) Performance
Wastewater Overflow Performance Commentary
Standard (a)
The result for number of uncontrolled overflows was the lowest result since 2001-02 and can be attributed to an ongoing program to line mains affected by repeat overflows, improved jetting equipment and work practices.
Standard (b)
The indicator for 3 or more events measures repetitive impact to private propertiees. The result for the 2012-13 year was lower than in the previous two years and was consistent with long-term dry weather sewage overflows performance. This is attributable in part to targeted maintenance of assets identified as being at risk. In the event a property suffers a second overflow within twelve months, related assets are inspected by CCTV, and if necessary the main is relined to further reduce the likelihood of a third incident.
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7.2 Performance Indicators 2012-13
IPART Performance Indicators
In addition to the suite of NWI Indicators that Hunter Water report performance against each year, a supplementary set of indicators is set by IPART under the Operating Licence. Table 7.2 summarises performance of these indicators.
WQ1 Microbiological compliance - percentage of routine water quality samples that comply with the Australian Drinking Water Guidelines for E. Coli
Figure 7.6 WQ1 Performance
Figure 7.6 shows that in 2012-13 99.9 per cent of all routine water quality samples complied with the Australian Drinking Water Guidelines for E.coli.
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WQ1.2 Chemical/physical compliance - Percentage of routine water quality samples that comply with the Australian Drinking Water Guidelines for key chemical/physical parameters
Figure 7.7 WQ1.2 Performance
The result of 99.9 per cent compliance represents three routine samples from over 1,600 samples returning a result above guideline levels. This is an indication of the high quality of water supplied to customers with respect to chemical/physical parameters.
“In general, the physical characteristics of water are not of direct public health concern, but they do affect the aesthetic quality of the water, which largely determines whether or not people are prepared to drink it”.
(NHRMC Guidelines, 2011).
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I1 The number of properties affected by an unplanned water interruption duration of more than 1 hour and less than or equal to 5 hours
Figure 7.8 I1 Performance
This indicator demonstrates that Hunter Water has sustained the improved performance of 2011-12. The main incidents that occurred during the year were trunk main failures in Wallsend and Kooragang Island.
The Wallsend break in March 2013 resulted in water interruptions to 1,445 properties in Maryland and Fletcher. Unlike a break in November 2012 which resulted in discontinuities for greater than 5 hours, this break was located quickly and due to its location, additional feeds were available to maintain supply.
The Kooragang Island break caused a drop in pressure locally, which resulted in water interruptions across the Stockton Bridge to Stockton and Fern Bay. Recent water main amplifications in Kooragang meant that when the break was isolated, supply was returned within 150 minutes.
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I2 Occurrences of water interruptions to affected properties (ie the number of properties experiencing 3 or more planned and unplanned water interruptions of more than one hour duration)
Figure 7.9 I2 Performance
Results indicate improved performance in 2012-13, due in part to Hunter Water’s water main replacement program which has remediated mains with a high likelihood of failure. The majority of interruptions have resulted from unplanned works. 14 out of 77 interruptions were planned works including works associated with replacing water mains to address this specific criteria.
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I3 Events leading to planned or unplanned water interruption where 250 or more properties experience an interruption of over 5 hrs duration)
Figure 7.10 I3 Performance
Table 7.1 I3 Overview of Events
Job Date Location - Street/Suburb Number of Duration Comments Interruption Number Properties (hours) Type
Thalab Road – New 392208 20.07.12 309 5.9 200mm break Unplanned Lambton
Various streets – 394250 02.11.12 2,008 7.2–15.3 500mm break Unplanned Fletcher/Wallsend
Adelaide Street – Raymond 403617 01.03.12 660 6.1 250mm break Unplanned Terrace
Table 7.1 highlights an improved result this year, in part due to Hunter Water’s increased focus on incident escalation to ensure that the appropriate level of attention is provided to reduce the impact on our customers.
The incidents at New Lambton and Raymond Terrace are examples of jobs where a combination of factors can increase the interruption times. These factors included:
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Location of a break. At Raymond Terrace the break was in a low lying swampy area and occurred on a wet day. In New Lambton, water did not come to the surface, but travelled underground in the stormwater network.
Multiple assets – both incidents had at least two mains in the same vicinity, which increased diagnosis times.
The Wallsend / Fletcher incident was extended for a number of reasons, including that it occurred in a remote area and late at night which increased time to find the issue. It was identified that some serviced properties could be rezoned to an adjoining lower pressure area, hence the duration of the outage for some customers was reduced. Due to the size of the main (500mm) and the difficult site conditions, the repairs and re-pressurisation of the main were extended and some customers at higher elevations were impacted until the main repairs were fully complete. Bottled water was made available for customers at the Maryland Shopping Centre.
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I4 The number of residential properties affected by planned water supply interruptions in peak hours (5am-11pm)
Figure 7.11 I4 Performance
The level of planned interruptions for 2012-13 has reduced from 2010-11 and 2011-12 due to a reduction in the number of water main replacements and new main connections.
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I5 The number of properties in the utility's drinking water supply network experiencing a water pressure failure which is occasional or recurrent, but not permanent
Figure 7.12 I5 Performance
This indicator’s result is dependent on weather patterns and associated demand in a given year. During both the current reporting year and in 2010-11, long hot and dry periods in summer increased customer demands on the water supply, thus increasing the number of low pressure events. The lower result in 2011-12 was due entirely to weather conditions (reduced maximum temperatures and increased rainfall) over the summer period.
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I6 Number of Priority 1 sewage overflows responded to in a year
Figure 7.13 I6 Performance
Hunter Water has achieved its lowest result for this indicator since 2009-10. This reduction in the volume of Priority 1 sewage overflows is consistent with the overall reduction for all uncontrolled overflows. This can be attributed to the sewer lining program involving patch lining mains that had repeat overflows, improved jetting equipment and work practices.
Compliance and Performance Report 2012-2013│124
I7 Number of Priority 2 sewage overflows responded to in a year
Figure 7.14 I7 Performance
Priority 2 overflows were maintained at a similar level to 2011-12 which is at the lowest over the last five years. Hunter Water has concentrated on reduction of Priority 1 sewage overflows and as evidenced in Indicator I6 this reduction has been achieved.
Compliance and Performance Report 2012-2013│125
I8 Number of residential customers' dwellings affected by sewer spills not contained within 1 hour of notification
Figure 7.15 I8 Performance
The results indicate a second year of improved performance where approximately 37 per cent of all Priority 1 and 2 sewer spills are contained within 1 hour of being notified by the customer. Within one hour the job is logged, dispatched to crews and the blockage or other problem is rectified. Improvements have been a result of a number of factors, including the increased visibility of pending jobs by maintenance staff since the introduction of mobile computing in vehicles.
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E1 Total number of proceedings and penalty notices under the Protection of the Environment Operations (POEO) Act 1997 issued to the water utility
Figure 7.16 E1 Performance
Hunter Water received two penalty infringement notices from the NSW Environment Protection Authority in 2012-13. One penalty notice related to a sewer overflow from a developer works’ project at Gillieston Heights and the other related to a sewer overflow from a wastewater pumping station at Anna Bay.
Hunter Water has introduced a number of initiatives to reduce the risk of sewer overflows. This has included a review of contractor responsibilities and operational supervision procedures to reduce the likelihood of preventable overflows.
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E2 Total number of proceedings and penalty notices under the Protection of the Environment Operations (POEO) Act 1997 issued to contractors engaged by the water utility
Figure 7.17 E2 Performance
Contractors working on Hunter Water projects have not had any proceedings or penalty notices under the Protection of the Environment Operations Act 1997 issued in 2012-13 which is consistent with performance over the past five years.
Compliance and Performance Report 2012-2013│128
E3 Total electricity consumption by water assets (kWh/ML of water supplied to be included)
Figure 7.18 E3 Performance
Electricity consumption per ML of water supplied has been trending down over the past five years, showing a 22 per cent decrease since 2008-09. Hunter Water has implemented a range of energy efficiency initiatives at key water pumping stations such as replacing standard drives, improvements to pumping and control schemes, and replacement of inefficient pumps that have contributed to this result.
Compliance and Performance Report 2012-2013│129
E4 Total electricity consumption by sewer assets (kWh/ML of sewage collected)
Figure 7.19 E4 Performance
Electricity consumption per ML of sewage collected has increased in 2012-13 compared to 2010-11 and 2011-12. Energy efficiency initiatives have been implemented across sewer assets however it is noted that wastewater treatment plant upgrades can often increase energy consumption requirements. Upgrades at Farley, Shortland, Edgeworth, Toronto and Branxton have been completed in the last two years.
Compliance and Performance Report 2012-2013│130
E5 Electricity consumption from renewable sources or generated by water utility expressed as a percentage of total electricity consumption
Figure 7.20 E5 Performance
In early 2013 photo-voltaic solar panels on Hunter Water’s Head Office roof were installed and generate renewable energy to supplement power requirements for the Head Office building. Up until 2012-13 Hunter Water did not generate any electricity for sale or internal use. Hunter Water assets are used to generate power with hydro-electric power generators located at Chichester Dam and within the Chichester Trunk Gravity Main however these generators are owned and operated by Delta Electricity. A cogeneration facility that will generate electricity from digester biogas has been constructed at Cessnock Wastewater Treatment Plant. This facility will be commissioned in August 2013.
Compliance and Performance Report 2012-2013│131
E11 Total mass of biosolids produced by the water utility
Figure 7.21 E11 Performance
Biosolids production increased slightly in 2012-13 years. A number of the treatment plant sludge lagoons including Dora Creek, Branxton, Paxton, Shortland and Tanilba Bay were dewatered during 2012 which has resulted in the higher production in 2011-12 and 2012-13 compared to 2009-10 and 2010-11. Dewatering sludge lagoons involves removal of biosolids that have been accumulating over a number of years, therefore resulting in a large volume of biosolids requiring management
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E12 Percent of solid waste recycled or reused expressed as a percentage of solid waste generated
Figure 7.22 E12 Performance
Note that this indicator does not include biosolid reuse as per the definition.
In 2012-13, Hunter Water continued to achieve high levels of waste recycling. The high levels of recycling is dominated by capital works projects and operational spoil management reuse contract. The recycling percentages are slightly below levels achieved in recent years. Note that recycled waste figures are heavily influenced by soil/spoil that is generated from both operational activities and as part of capital works projects.
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E17 Total number and nature of proceedings or penalty notices of conditions under licences issued to the water utility by NSW Office of Water for water management
Figure 7.23 E17 Performance
No proceedings or penalty notices relating to Water Management Licence conditions have been issued to Hunter Water by the NSW Office of Water since the licence arrangements have been in place.
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C1 The percentage of complaints resolved within 10 business days
Figure 7.24 C1 Performance
This is the first year reporting this indicator. A major focus for the Customer Care and Complaints Group involved the investigation and resolution of aged active complaint cases that were assigned throughout the business. The Group developed a long term strategy to reduced Active Cases. As a result of this strategy in 2012-13 Hunter Water saw a 39 per cent reduction in active cases (complaints).
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C2 Percent of calls abandoned
Figure 7.25 C2 Performance
The percentage of calls abandoned decreased in 2012-13. This is a result of Call Centre Services moving into its second year of operations with Hunter Water’s Third Party provider. The Provider has gained an increased understanding of Hunter Water’s business which has equipped them to resource appropriately.
The 2012-13 per cent of calls abandoned decreased from 2011-12, however performance is higher than 2008-09 and 2009-10. This is due to Hunter Water applying a new method of measuring per cent of calls abandoned from 1 July 2011. The new measure provides a better indicator of the customer’s experience with the Hunter Water Call Centre by measuring the “actual” waiting time to speak to a Customer Service Representative. There is no industry customer service standard for measuring per cent of calls abandoned with Hunter Water opting for a measure that provides a responsive customer service channel to assist with satisfying customers.
Compliance and Performance Report 2012-2013│136
C3 Percent of metered acccounts of customers that receive a bill not based on a business meter read for one year
Figure 7.26 C3 Performance
This is the first year reporting this indicator. There were 403 accounts issued to customers based on a non business read (not physically read by a meter reader) during the period of the 403 accounts. The 99 per cent are due to inaccessible meters.
Compliance and Performance Report 2012-2013│137
C4 Number per 1000 properties of contacts received by water utility that are requests for instalment or deferred payment plans
Figure 7.27 C4 Performance
This is the first year that reporting of this indicator was required. The total payment extensions and instalment plans for 2012-13 were 106.5 per thousand properties.
Compliance and Performance Report 2012-2013│138
C7 Percent of residential customers on instalment plans
Figure 7.28 C7 Performance
This is the first year that reporting of this indicator was required. In 2012-13 5,538 customers were on instalment plans. This result is reflective of customers that have been assisted via the hardship program or have had an instalment plan negotiated as a result of protracted credit management action.
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C8 Percent of non-residential customers on instaalment plans
Figure 7.29 C8 Performance
This is the first year that reporting of this indicator was required. The total number of instalment plans for non-residential accounts was 50. This result reflects the enforcement of the credit management policy which requires extenuating circumstances to warrant a negotiated instalment plan to manage credit risk.
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C9 Number of customers receiving payment assistance vouchers or payment assistance scheme credits
Figure 7.30 C9 Performance
This is the first year that reporting of this indicator was required. 0.4 per cent of customers received payment assistance vouchers or credits in 2012-13. The level of payment vouchers issued aligns with the increased focus on credit management and introduction of the new Account Assistance (hardship) policy in July 2012.
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C10 Value of payment assistance vouchers or payment assistance scheme credits provided to customers
Figure 7.31 C10 Performance
This is the first year that reporting of this indicator was required. The value of vouchers issued aligns with the volume of customers assisted in C9, with an average payment assistance value of $126.61.
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C11 – The total number of residential customers disconnected for non-payment of amounts owed to the utility
Figure 7.32 C11 Performance
This is the first year that reporting of this indicator was required. There have been no residential customers disconnected from our services this financial year.
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C12 The total number of non-residential customers disconnected for non-payment of amounts owed to the utility
Figure 7.33 C12 Performance
This is the first year that reporting of this indicator was required. There have been no non-residential customers disconnected from our services this financial year.
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C13 Total number of residential customers on whom water flow restrictions have been imposed
Figure 7.34 C13 Performance
*Note: the data for 2008-09 up to and including 2011-12 includes non-residential properties.
Due to a growth in aged debtors and increasing credit risk, the credit management policy was revised in July 2012. This involved an increased focus on credit action on overdue accounts which has resulted in placing a higher number of customers on water flow restriction. This trend is expected to continue moving forward. 2012-13 is the first year of reporting residential and non-residential results separately for this indicator. This action has resulted in a 30 per cent reduction in Aged Debt.
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C14 Total number of non-residential customers on whom water flow restrictions have been imposed
Figure 7.35 C14 Performance
There is no data provided for the years 2008-09 up to and including 2011-12 due to restrictions being reported as a combined total. This is the first year reporting residential and non-residential restrictions separately. The non-residential proportion is included in the residential total for the previous years.
Due to a growth in aged debtors and increasing credit risk, the credit management policy was revised in July 2012. This involved an increased focus on credit action on overdue accounts which has resulted in higher volumes of restriction action. This trend is expected to continue moving forward.
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Table 7.2 IPART Indicators IPART Indicator 2008-09 2009-10 2010-11 2011-12 2012-13 WQ1 Microbiological compliance – percentage of routine water quality samples that 99.6 99.9 99.4 100 99.9 comply with the ADWG for E.Coli WQ1 Chemical/physical compliance – percentage of routine water samples that 99.6 99.6 99.9 99.9 99.9 comply with the ADWG for key chemical/physical parameters I1 The number of properties affected by an unplanned water interruption duration 42,671 43,705 42,322 34,993 35,870 of more than 1 hour and less than or equal to 5 hours I2 Occurrence of water interruptions to affected properties (ie the number of 4,301 2,737 6,624 3,177 1,834 properties experiencing 3 or more planned and unplanned water interruptions of more than one hour duration) I3 Events leading to planned or unplanned water interruption where 250 or more - - 5 4 3 properties experience an interruption of over 5 hours duration I4 The number of residential properties affected by planned water supply 11,680 12,980 16,844 17,152 11,760 interruptions in peak hours (5am-11pm) I5 The number of properties in the utility’s drinking water supply network 1,182 1,182 1,860 698 1,473 experiencing a water pressure failure which is occasional or recurrent, but not permanent I6 Number of priority 1 sewage overflows responded to in a year 580 892 1,138 904 764 I7 Number of priority 2 sewage overflows responded to in a year 2,660 3,186 3,195 2,473 2,475 I8 Number of residential customers’ dwellings affected by sewer spills not 2,364 2,503 2,807 2,334 2,036 contained within 1 hour of notification E1 Total number of proceedings and penalty notices under the Protection of the - 1 - - 2 Environment Operations (POEO) Act 1997 issued to the water utility E2 Total number of proceedings and penalty notices under the Protection of the - - - - - Environment Operations (POEO) Act 1997 issued to contractors engaged by the water utility E3 Total electricity consumption by water assets (kWh/ML of water supplied to be 561 503 498 456 435 included) E4 Total electricity consumption by sewer assets (kWh/ML of sewage collected) 667 673 612 559 624 E5 Electricity consumption from renewable sources or generated by water utility - - - - 0.03 expressed as a percentage of total electricity consumption E11 Total mass of biosolids produced by the water utility 5,762 4,920 4,911 5,532 5,778 E12 Percent of solid waste recycled or reused expressed as a percentage of solid 84 93 95 91 87 waste generated
Compliance and Performance Report 2012-2013│147
IPART Indicator 2008-09 2009-10 2010-11 2011-12 2012-13 E17 Total number and nature of proceedings or penalty notices of conditions under - - - - - licences issued to the water utility by NOW for water management C1 The percentage of complaints resolved within 10 business days - - - - 81 C2 Percent of calls abandoned 3.3 4.1 5.4 6.1 4.7 C3 Percent of metered accounts of customers that receive a bill not based on a - - - - 0.18 business meter read for one year C4 Number per 1000 properties of contacts received by water utility that are - - - - 106.5 requests for instalment or deferred payment plans C7 Percent of residential customers on instalment plans - - - - 2.48 C8 Percent of non-residential customers on instalment plans - - - - 0.24 C9 Number of customers receiving payment assistance vouchers or payment - - - - 962 assistance scheme credits C10 Value of payment assistance vouchers or payment assistance scheme credits - - - - 121,803 provided to customers C11 The total number of residential customers disconnected for non-payment of - - - - - amounts owed to the utility C12 The total number of non-residential customers disconnected for non-payment - - - - - of amounts owed to the utility C13 Total number of residential customers on whom water flow restrictions have 1,205 1,016 908 350 1,118 been imposed C14 Total number of non-residential customers on whom water flow restrictions - - - - 74 have been imposed
Table 7.3 National Water Indicators NWI Indicator 2008-09 2009-10 2010-11 2011-12 2012-13 W1 Volume of water sourced from surface water (ML) 61,814 63,433 65,676 61,035 66,060 W2 Volume of water sourced from groundwater (ML) 5,504 7,117 2,333 2,159 2,561 W3 Volume of water sourced from desalination (ML) - - - - - W3.1 Volume of water sourced from desalination of marine water - - - - -
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NWI Indicator 2008-09 2009-10 2010-11 2011-12 2012-13 W3.2 Volume of water sourced from desalination of groundwater - - - - - W3.3 Volume of water sourced from desalination of surface water such as dams, rivers - - - - - or irrigation channels W4 Volume of water sourced from recycling (ML) 2,872 2,899 2,186 1,873 1,874 W5 Volume of water received from bulk supplier (ML) - - - - - W5.1 Volume of potable water received from bulk water supplier - - - - - W5.2 Volume of non potable water received from bulk supplier - - - - - W6 Volume of bulk recycled water purchased (ML) - - - - - W7 Total sourced water (ML) 70,190 73,449 70,195 65,067 70,495 W8 Volume of water supplied – Residential (ML) 37,199 38,463 37,087 34,911 38,370 W8.1 Volume of potable water supplied – residential - - 37,087 34,911 38,370 W8.2 Volume of non-potable water supplied – residential - - - - - W9 Volume of water supplied – commercial, municipal and industrial (ML) 21,487 21,081 21,068 20,923 22,670 W9.1 Volume of potable water supplied – commercial, municipal and industrial (ML) - - 21,068 19,225 21,026 W9.2 Volume of non-potable water supplied – commercial, municipal and industrial - - - 1,698 - (ML) W10 Volume of water supplied – Other (ML) 8,334 8,689 9,539 9,226 9,198 W10.1 Volume of potable water supplied – other - - 9,539 9,046 9,198 W10.2 Volume of non-potable water supplied – other - - - 180 - W10.3 Volume of water supplied – managed acquifer recharge - - - W10.4 Volume of water supplied – agricultural irrigation - - - W11 Total urban water supplied (ML) 67,020 68,233 125,849 120,894 70,238 7W11.1 Total urban potable water supplied - - 67,694 63,182 68,594 W11.2 Total urban non-potable water supplied - - - 1,878 - W11.3 Total volume of potable water produced - - - 63,182 68,623 W12 Average annual residential water supplied (kL/property) 179.7 184.0 175.0 162.9 175.8 W13 Volume of water supplied – environmental flows (ML) 5,110 5,110 5,110 5,110 5,110
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NWI Indicator 2008-09 2009-10 2010-11 2011-12 2012-13 W14 Volume of bulk water exports (ML) 161 2316 315 12 29 W14.1 Volume of potable bulk water exports - - 315 12 29 W14.2 Volume of non-potable bulk water exports - - - - - W15 Volume of bulk recycled water exports (ML) - - - - - W16 Volume of waste collected – residential sewage, non-residential sewage and non- 61,589 52,379 63,971 76,388 63,400 trade waste (ML) W17 Volume of waste collected – trade waste (ML) 3,225 3,102 3,898 4,389 4,697 W18 Total sewage collected (ML) 64,815 55,481 67,869 80,777 68,097 W18.1 Volume of sewage supplied to other infrastructure operators - - - - - W18.2 Volume of sewage taken from other infrastructure operators - - - - - W18.3 Volume of sewage taken from sewer mining - - - - - W18.4 Volume of sewage measured at inlet to treatment works - - 67,869 80,777 68,097 W18.5 Volume of sewage treated effluent - - 63,190 80,777 68,097 W19 Sewage collected per property (kL/property) 307.2 260.5 314.2 368.9 307.5 W20 Volume of recycled water supplied – residential (ML) - - - - - W21 Volume of recycled water supplied – commercial, municipal and industrial (ML) 2,289 2,648 2,006 1,643 1,644 W22 Volume of recycled water supplied – agricultural (ML) 2,623 2,520 2,488 2,824 2,445 W23 Volume of recycled water supplied – environmental (ML) - - - - - W24 Volume of recycled water supplied – on site (ML) 180 180 180 198 180 W25 Volume of recycled water supplied – other (ML) - - - - - W25.1 Volume of recycled water supplied – managed aquifer recharge - - - - - W26 Total recycled water supplied (ML) 5,091.7 5,348.0 4,674.1 4,664.0 4,269.0 W27 Recycled water (percent of effluent recycled) 7.9 9.6 7.4 5.8 6.3 W28 Total volume of urban stormwater discharges from a stormwater discharge point - - - - - W28.1 Volume of urban stormwater supplied to other infrastructure operators - - - - -
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NWI Indicator 2008-09 2009-10 2010-11 2011-12 2012-13 W28.2 Volume of urban stormwater - - - - - W28.3 Volume of urban stormwater supplied for managed aquifer recharge - - - - - W28.4 Volume of urban stormwater used - - - - - W29 Total volume of treated and untreated sewage discharges from a sewage - - 63,971 75,915 63,828 discharge point A1 Number of water treatment plants providing full treatment 6 6 6 6 6 A2 Length of water mains (km) 4,821.9 4,856.6 4,896.1 4,930.0 4,819.7 A3 Properties served per km of water main 46.0 46.3 46.6 46.7 48.3 A4 Number of sewage treatment plants 18 18 18 18 19 A5 Length of sewerage mains and channels (km) 4,625.6 4,667.0 4,729.9 4,791.6 4,851.5 A6 Properties served per km of sewer main 45.6 45.6 45.7 45.7 45.6 A7 Number of recycled water treatment plants - - - - - IA8 Total number of water main breaks 1,571 1,553 1,526 1,244 3,221 A8 Water main breaks (per 100km of water main) 32.6 32.0 31.2 25.2 66.8 A9 Infrastructure leakage index (ILI) 1.3 1.3 1.2 1.1 1.1 A10 Real losses (L/service connection/d) 94 88 84 75 75 A11 Real losses (kL/km water main/d) 3.7 3.5 3.4 3.2 3.4 A14 Sewer main breaks and chokes (number per 100km sewer main) - 58.2 59.9 46.6 42.3 A15 Property connection sewer main breaks and chokes (per 1000 properties) - 12.7 12.7 9.3 8.6 C1 Population receiving water supply services (000s) 516 522 539 540 545 C2 Connected residential properties – water supply (000s) 207 209 212 214 218 C3 Connected non-residential properties – water supply (000s) 15 16 16 16 15 C4 Total connected properties – water supply (000s) 222 225 228 230 233 C5 Population receiving sewage services (000s) 496 501 520 517 523 C6 Connected residential properties – sewerage (000s) 199 201 204 207 209
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NWI Indicator 2008-09 2009-10 2010-11 2011-12 2012-13 C7 Connected non-residential properties – sewerage (000s) 12 12 12 12 12 C8 Total connected properties – sewerage (000s) 211 213 216 219 221 IC9 Total number of water quality complaints 720 775 636 660 684 C9 Water quality complaints (per 1000 properties) 3.2 3.4 2.8 2.9 2.9 IC10 Total number of water service complaints 49 63 60 39 54 C10 Water service complaints (per 1000 properties) 0.22 0.28 0.26 0.17 0.23 IC11 Total number of sewerage service complaints 485 459 483 481 344 C11 Sewerage service complaints (per 1000 properties) 2.30 2.15 2.24 2.20 1.55 IC12 Total number of billing and account complaints – water and sewerage 340 502 508 477 523 C12 Billing and account complaints – water and sewerage (per 1000 properties) 1.53 2.23 2.23 2.07 2.24 IC13 Total number of water and sewerage complaints for the reporting period 1,632 1,848 1,737 1,741 1,643 C13 Total water and sewerage complaints (per 1000 properties) 7.35 8.21 7.62 7.56 7.54 C14 Per cent of calls answered by an operator within 30 seconds (%) 72 70 60 71 79 C15 Average duration of an unplanned interruption – water (minutes) 120.77 118.6 140.7 121.7 142.4 C16 Average sewerage interruption (minutes) - - 141.97 155.9 153.9 IC17 Total number of unplanned interruptions 60,215 57,484 58,918 47,393 54,995 C17 Average frequency of unplanned interruptions – water (per 1000 properties) 271 255 258 206 236 IC18 Total number of customers to which restrictions applied for non-payment of water 1,205 1016 908 350 1,192 bill C18 Number of restrictions applied for non-payment of water bill (per 1000 properties) 5.4 4.5 4.0 1.5 5.1 IC19 Total number of customers to which legal action applied for non-payment of water 75 2 20 16 631 bill C19 Number of legal action applied for non-payment of water bill (per 1000 properties) 0.3 0.0 0.1 0.1 2.7 IE1 Total volume of sewage treated to a primary level - - - - - E1 Percent of sewage treated to a primary level - - - - - IE2 Total volume of sewage treated to a secondary level 37,490 32,781 36,916 45,311 37,919
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NWI Indicator 2008-09 2009-10 2010-11 2011-12 2012-13 E2 Percent of sewage treated to a secondary level 57.8 59.1 54.4 56.1 55.7 IE3 Total volume of sewage treated to a tertiary level 27,325 22,700 30,952 35,466 30,178 E3 Percent of sewage treated to a tertiary or advanced level 42.2 41.0 45.6 44.0 44.3 E4 Percent of sewage volume treated that was compliant (%) 91.1 95 100 99.4 100.0 E5 Number of sewage treatment plants compliant at all times 12 of 18 17 of 18 7 of 18 12 of 18 15 of 19 E6 Public disclosure of your sewage treatment plants performance Yes Yes Yes Yes Yes E7 Compliance with environmental regulator – sewerage (yes/no) No No N/A No No E8 Percent of biosolids reused 88 104 95 86 92 IE9 Net greenhouse gas emissions (net tonnes CO2 equivalents) – water 29,340 32,317 32,020 26,417 26,589 E9 Net greenhouse gas emissions (net tonnes CO2 equivalents) – water (per 1000 132.2 143.6 140.4 114.7 114.1 properties) IE10 Net greenhouse gas emissions (net tonnes CO2 equivalents) – sewerage 57,603 62,567 65,466 67,871 56,351 E10 Net greenhouse gas emissions (net tonnes CO2 equivalents) – sewerage (per 273.0 293.7 303.1 309.9 254.5 1000 properties) IE11 Net greenhouse gas emissions (net tonnes CO2 equivalents) – other 4,560 5,886 6,258 6,582 5,904 E11 Net greenhouse gas emissions (net tonnes CO2 equivalents) – other (per 1000 20.5 26.2 27.5 28.6 25.3 properties) IE12 Total net greenhouse gas emissions (net tonnes CO2 equivalents) 91,502 100,770 103,745 100,870 88,844 E12 Total net greenhouse gas emissions (net tonnes CO2 equivalents) (per 1000 412.2 447.9 455.0 437.9 381.4 properties) IE13 Total number of sewer overflows reported to the environmental regulator 70 5 4 2 4 E13 Sewer overflows reported to the environmental regulator (per 100km of main) 1.51 0.11 0.08 0.04 0.08 P1 Tariff structure – water Two part tariff. Two part tariff. Two part tariff. Two part tariff. Two part tariff. Fixed service Fixed service Fixed service Fixed service Fixed service charge + usage charge + usage charge + usage charge + usage charge + usage charge charge charge charge charge P1.1 Free water allowance (kL) – water 0 0 0 0 0 P1.2 Fixed charge – water 41.46 39.94 18.80 18.84 18.92
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NWI Indicator 2008-09 2009-10 2010-11 2011-12 2012-13 P1.3 Usage charge 1st step 1.27 1.57 1.71 1.90 2.08 P1.4 Usage charge 2nd step - - - - - P1.5 Usage charge 3rd step - - - - - P1.6 Usage charge 4th step - - - - - P1.7 Usage charge 5th step - - - - - P1.8 Usage charge 6th step - - - - - P1.9 Usage charge 7th step - - - - - P1.10 Usage charge 8th step - - - - - P1.11 Usage charge 9th step - - - - - P1.12 Special levies ($) – water - - - - - P1.13 Income from special levies retained by utility? (Yes/No) – water - - - - - P2 Annual bill based on 200kL/a – water 295.46 353.94 360.80 398.84 434.92 P2.1 Average annual residential water supplied (kL/property) 179.705 184.0335 174.939 162.296 175.769 P3 Typical residential bill – water 269.68 328.873 317.945 328.296 384.519 P3.1 Number of meter readings per annum – water 3 3 3 3 3 P3.2 Number of bills per annum – water 3 3 3 3 3 P4 Tariff structure – sewerage Two part tariff. Service charge Service charge Service charge Service charge Fixed service only only only only charge + usage charge P4.1 Fixed charge – sewerage 321.17 462.43 489.36 521.25 555.28 P4.2 Usage charge – sewerage 0.47 - - - - P4.3 Special levies ($) – sewerage 54.84 33.23 33.86 34.86 35.89 P4.4 Income from special levies retained by utility (Yes/No) – sewerage Yes Yes Yes Yes Yes P5 Annual bill based on 200kL/a – sewerage 368.17 495.66 523.22 556.11 591.12 P6 Typical residential bill – sewerage 363.4 495.66 523.22 556.11 591.12
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NWI Indicator 2008-09 2009-10 2010-11 2011-12 2012-13 P6.1 Number of bills per annum – sewerage 3 3 3 3 3 P7 Annual bill based on 200kL/a (water & sewerage) 663.63 849.6 884.02 954.95 1026.04 P8 Typical residential bill (water & sewerage) 633.08 824.53 841.17 884.41 975.64 F1 Total revenue – water ($000) 90,099 112,479 108,880 112,961 134,290 F2 Total revenue – sewerage ($000) 111,359 121,808 129,974 148,487 157,664 F3 Total income for utility ($000) 201,510 234,792 239,724 261,010 291,953 F4 Residential revenue from usage charges – water (%) 66 64 66 66 95 F5 Revenue per property for water supply services ($/property) 405.85 499.91 477.54 490.39 576.44 F6 Revenue per property for sewerage services ($/property) 527.77 571.87 601.73 678.02 712.01 F7 Income per property for utility ($/property) 907.70 1043.52 1051.42 1133.12 1253.21 F8 Revenue from Community Service Obligations (%) 4.60 4.82 4.94 4.83 4.67 F9 Nominal written down replacement cost of fixed water supply assets ($000s) 1,535,793 1,579,034 1,642,790 1,930,105 2,260,902 F10 Nominal written down replacement cost of fixed sewerage assets ($000s) 2,648,806 2,715,289 3,001,406 3,195,059 3,224,788 IF11 Operating cost – water (000s) 40,949 42,859 43,516 51,780 54,393 F11 Operating cost – water ($/property) 184.46 190.49 190.86 224.79 233.49 F11.1 Operating cost – water ($/ML) – bulk utility 0.58 0.58 0.62 0.82 0.77 IF12 Operating cost – sewerage (000s) 57,277 65,018 69,752 63,120 79.302 F12 Operating cost – sewerage ($/property) 271.45 305.25 322.93 288.22 358.13 F12.1 Operating cost – sewerage ($/ML) – bulk utility 0.82 0.89 0.99 1.00 1.12 F13 Combined operating cost – water and sewerage ($/property) 456 496 514 513 592 F13.1 Combined operating cost – water and sewerage ($/ML) – bulk utility 1.40 1.47 1.61 1.82 1.90 F14 Total water supply capital expenditure ($000s) 68,009 53,567 24,926 34,637 28,880 F15 Total sewerage capital expenditure ($000s) 71,165 106,368 135,155 79,815 58,842 F16 Total capital expenditure for water and sewerage ($000s) 139,174 159,934 160,081 114,452 87,722
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NWI Indicator 2008-09 2009-10 2010-11 2011-12 2012-13 F17 Economic real rate of return for water supply (%) 2.5 3.7 3.3 2.2 2.8 F18 Economic real rate of return – sewerage (%) 2 1.8 1.8 1.8 2.1 F19 Economic real rate of return – water and sewerage (%) 2.2 2.5 2.3 2 2.5 F20 Dividend ($000s) 30,400 34,100 16,600 20,820 15,600 F21 Dividend payout ratio (%) 68.7 75.8 69.6 62.8 113.0 F22 Net debt to equity % 32.0% 3861.2% 40.0% 58.8% 75.1% F23 Interest cover 3 2.36 2 1.69 1.44 F24 Net profit after tax ($000s) 44,253 44,974 24,004 33,153 13,798 F25 Community service obligations ($000s) 9,278 11,328 11,852 12,618 13,636 F26 Capital works grants – water ($000s) - - - 108.5 107.5 F27 Capital works grants – sewerage ($000s) - - - - - H1 Water quality guidelines ADWG 2004 ADWG 2004 ADWG 2004 ADWG2011 ADWG2011 H2 Number of zones where microbiological compliance was achieved 4 of 5 5 of 5 5 of 5 5 of 5 5 of 5 H3 % of population where microbiological compliance was achieved 100 100 100 100 100 H4 Number of zones where chemical compliance was achieved 5 of 5 5 of 5 5 of 5 5 of 5 5 of 5 H5 Risk-based drinking water management plan externally assessed No No No No No H6 Risk-based drinking water management plan (Please specify plan in place eg ADWG ADWG ADWG ADWG ADWG ISO9001, HACCP, ADWG, Aquality assessment) H7 Public disclosure of drinking water performance (yes/no) Yes Yes Yes Yes Yes
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8 Glossary
8.1 Acronyms
Process Description
ADWG Australian Drinking Water Guidelines
EMP Environmental Management Plan
EMS Environmental Management System
ERC Expenditure Review Committee
EWON Energy and Water Ombudsman of NSW
IQMS Integrated Quality Management System
IPART Independent and Regulatory Tribunal
WHS Work Health Safety
WTP Water Treatment Plant
WWTW Wastewater Treatment Works
8.2 Treatment Processes
Process Description
Bioreactor A bioreactor is a device that supports an aerobic or anaerobic biological environment.
Coagulation / During coagulation, liquid aluminium sulfate (alum) and/or polymer is added to Flocculation untreated water (raw water). When mixed with the water, this causes tiny particles that are naturally present in the source water, when extracted, to stick
together or coagulate. The heavier / larger coagulated material called ‘floc’ is easier to remove by settling or filtration.
Water is disinfected before it enters the distribution system to ensure that any Disinfection disease-causing bacteria, viruses, and parasites are destroyed. Chlorine is used because it is a very effective disinfectant, and residual concentrations can be maintained to guard against possible biological contamination in the water
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distribution system.
CT values are used to calculate disinfectant dosage for the chlorination of drinking water. The CT value is the product of the concentration of chlorine and the contact time with the water being disinfected. It is expressed in units of min.mg/L.
Filtration Water flows through a filter designed to remove particles in the water. The filters are made of layers of sand and gravel, and in some cases, crushed anthracite. Filtration collects the suspended impurities in water and enhances the effectiveness of disinfection. The filters are routinely cleaned by backwashing. Microfiltration is a filtration process which removes particles from water by passage through a microporous membrane.
Fluoridation Water fluoridation is the treatment of community water supplies for the purpose of adjusting the concentration of the free fluoride ion to the optimum level sufficient to reduce dental decay. Hunter Water is required to fluoridate in accordance with the NSW Fluoridation of Public Water Supplies Act 1957. pH Correction Lime is added to the filtered water to adjust the pH and stabilise the naturally soft water in order to minimise corrosion in the distribution system, and within
customers’ plumbing.
Sedimentation As the water and the floc particles progress through the treatment process, they move into sedimentation basins where the water moves slowly, causing the heavy floc particles to settle to the bottom. Floc which collects on the bottom of the basin is called sludge, and is piped to drying lagoons.
8.3 Key Physical, Chemical and Microbiological Parameters
Water Quality Description Parameter
Turbidity Turbidity refers to the cloudiness or dirtiness of water, and is measured by a light scattering technique. Turbidity is measured in Nephelometric Turbidity Units (NTU).
Aluminium Aluminium occurs naturally in untreated water in the form of silts and clays. Aluminium sulphate (alum) is also used as a flocculant to remove unwanted colour and turbidity from water supplies. Research has shown that aluminium in drinking water does not make up a substantial proportion of aluminium ingested, and that aluminium in drinking water is no more bio-available than any other source
Chlorine Chlorine is used as a disinfectant in water treatment. It controls potentially harmful micro-organisms to ensure the safety of drinking water
Colour Colour is measured in Hazen Units (HU). Colour can originate from organic matter in the soil through, or over, which the water has passed.
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Copper Copper is naturally present in both treated water and throughout the distribution system. However, soft water in contact with copper plumbing systems can on occasion give higher concentrations of copper at the customer tap. The incidence of high copper concentrations within Hunter Water’s area of operation is very low, and customer complaints are infrequent.
E. coli Escherichia coli is an indicator bacteria, that is, bacteria which are not normally harmful in themselves, but may indicate the presence of other pathogenic (disease-causing) micro-organisms. E. coli is a type of thermotolerant coliform bacteria, and is nearly always present in the faeces of humans and other warm- blooded animals. E. coli is generally regarded as the most specific indicator of faecal contamination, and therefore an important indicator for public health.
Fluoride In accordance with the Fluoridation of Public Water Supplies Act 1957, fluoride is added to the water to help prevent tooth decay and generally improve dental health.
Iron and Iron and manganese may occur naturally at low levels in the water and may be Manganese responsible for taste and staining problems with the water.
Lead Lead levels in Hunter Water’s distribution system are typically less than the 0.001 mg/L limit of detection and well below the health guideline of 0.01 mg/L. Lead levels in customer plumbing can occasionally be elevated where water has lengthy residence time in contact with brass plumbing fittings. These contain small quantities of lead, and leaching into the water can occasionally occur. However this is very unlikely to cause continually elevated lead levels. Note that within the area serviced by Hunter Water, there is little or no lead pipework left in the plumbing systems. pH pH is a measure of the hydrogen ion concentration of water. A pH of 7 is neutral, greater than 7 is alkaline, and less than 7 is acidic. pH is important because it can affect the disinfection process.
Trihalomethanes THMs are formed during the disinfection process by reaction between chlorine and mainly naturally-occurring organic substances. Treatment processes are controlled to minimise their production.
Zinc As with other heavy metals, treated and reticulated water supplied by Hunter Water contains only very low levels of naturally occurring zinc. Some elevated levels in customer plumbing can be caused by old galvanised pipes and some leaching (“dezincification”) from older style brass fittings. Newer plumbing systems do not use galvanised steel, and brass fittings are normally “dezincification resistant”, so levels of zinc at the tap are rarely elevated.
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APPENDIX A - Revised Goals and Targets in the 2013-17 Environmental Management Plan
Note: Any changes from the 2008-13 EMP are shown in red
Goal 1 Protection of Drinking Water Catchments
Objectives Actions Targets Date
Address the top water quality Improve dairy farm runoff - Partner with Department of Primary Develop farm improvement agreements with December 2017 risks as identified in the Industries (DPI) by co-funding a position with DPI that would work 50% of the dairy farms within the Williams Catchment Improvement Plan with dairy farmers in the Williams River catchment. Develop River catchment by 2017 monitoring framework to confirm the improvements in effluent discharge quality.
Improve septic performance - Partner with Dungog and Port 25% increase in the number of additional December 2017 Stephens Councils to increase septic inspection in catchments inspections and rectifications to failing septics
Stabilise river banks on Hunter Water land - Plant riparian vegetation 50% of Hunter Water owned riparian zone in December 2017 and fence Williams River riverbank at Tillegra Tillegra Valley to be fenced and revegetated by 2017. Water quality improvements to be assessed and publicly reported.
Work with stakeholders and Establish a Catchment Stakeholder Group and regularly meet with all Catchment Stakeholder Group and terms of December 2013 engage with the community to catchment stakeholders reference to be established. deliver improved catchment outcomes Leverage partnerships to improve drinking water catchment Inclusion of catchment education outcomes December 2013 awareness by supporting community programs that promote water in sponsorship assessment criteria source protection and catchment health. Subject to current review
Maintain links with the University of Newcastle and other research Inclusion of catchment and water quality December 2013 providers to increase understanding of drinking water catchments outcomes in research collaboration assessment criteria
Increase catchment signage to promote community awareness of Have new signage in place by target date December 2014 Hunter Water’s catchments and the need to protect them
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Objectives Actions Targets Date
Work with Port Stephens Council to investigate ways of reducing Water quality options assessment to be December 2017 water quality impacts from Campvale Drain catchment. completed.
Minimise risks via effective Conduct regular meetings with development Every six months regulation, monitoring and consent authorities. Ensure appropriate land use planning in catchments via liaison with surveillance development consent authorities re existing and proposed development applications in catchments Develop standard conditions of approval in June 2014 consultation with development consent authorities.
Work with Parliamentary Counsel to remake and strengthen the June 2015 Remake the Hunter Water Regulation. Hunter Water Regulation 2010
Write a raw water monitoring plan which maximises the efficiency of Revised water quality monitoring plan June 2015 water monitoring in catchments developed.
Develop a procedure relating to the use of pesticides on Hunter Develop procedure by target date June 2014 Water land in drinking water catchments.
Hunter Water operational staff to undertake proactive surveillance in Scheduled program in place by target date December 2014 catchment areas. Implement a scheduled surveillance program and document results in a corporate database.
Undertake a catchment assessment that records a baseline Finalise catchment assessment June 2014 catchment condition prior to rolling out the CIP. This will provide an important baseline against which to monitor benefits.
Consult with RAAF and Newcastle Airport in relation to specific water Conduct regular meetings with RAAF and Annually quality risks arsing from the proximity of these facilities to the Newcastle Airport. Grahamstown Dam and Tomago sandbeds catchments.
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Goal 2 Reliable Supply of Drinking Water with Minimal Environmental Impacts
Objectives Actions Targets Date
Comply with the requirements of Full compliance with Water Management Over the term of Operate, monitor and report in accordance with licence the water supply work and water Licence requirements – to view the licence the existing requirements use approvals licence. requirements visit licence package. http://www.water.nsw.gov.au/Water- Develop an ecological monitoring program to assess the effects of Licensing/Corporate-licences/default.aspx December 2013 groundwater extraction on the ecology of groundwater dependent ecosystems.
Provide for water access and environmental flows in accordance March 2014 with licence requirements.
Maintain long term security and Assist NSW Metropolitan Water Directorate, government agencies Support Metropolitan Water Directorate to December 2013 sustainability of water use for our and our community to develop a new water plan for the lower Hunter deliver Lower Hunter Water Plan to Minister growing number of customers
Development of drought Drought management planning is a key focus of the first iteration of Support Metropolitan Water Directorate to December 2013 contingency measures to ensure the Lower Hunter Water Plan being led by the Metropolitan Water deliver Lower Hunter Water Plan to Minister our customers never run out of Directorate. The LHWP will identify a preferred portfolio of options water to reduce the risk of tunning out of water in an extreme drought.
Reduce environmental risks Undertake condition assessment of Balickera Tunnel. Any remedial Condition assessment to be completed June 2017 associated with water storage and actions will need to take into consideration the bat colonies that rely water treatment operations on the tunnel for habitat.
Undertake assessment of the impacts of the Grahamstown WTP Environmental Assessment to be completed June 2015 sludge lagoons on the surrounding environment.
Develop and implement water treatment residuals strategy to ensure Strategy to be finalised by target date. December 2013 the most efficient and sustainable end use for the water treatment by-products.
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Goal 3 Conserve Water Supplies by Ensuring Efficient Water Use
Objectives Actions Targets Date
Promote and implement water Implement water efficiency programs for residential and business Achieve combined water savings of 350 ML Over the life of the use efficiency programs for customers per year through water efficiency, water current price path customers loss reduction and onsite water reuse (2013-14 – 2016-17) initiatives. Implement water efficiency and Undertake leak detection, water pressure management and water Over the life of the water loss reduction programs loss reduction programs current price path within Hunter Water’s operations (2013-14 – 2016-17) where economically feasible.
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Goal 4 Implement Water Recycling Initiatives
Objectives Actions Targets Date
Water reuse schemes are to Ensure new and existing water recycling scheme comply with All new and existing schemes to be December 2015 comply with Australian Guidelines Australian Guidelines for Water Recycling (2006) compliant with the guidelines for Water Recycling
Implement on-site water reuse Develop on-site recycling schemes for Boulder Bay WWTW, Commission schemes by target date December 2016 schemes at wastewater treatment Shortland WWTW, and Cessnock WWTW plants
Deliver Lower Hunter Recycled Complete Kooragang Industrial Water Scheme Commission scheme by target date April 2015 Water Initiative Offset greenhouse gas emissions associated with operating the Complete offset projects by target date December 2013 Lower Hunter Recycled Water Initiative water reuse schemes. Offset projects include installation of Cessnock cogeneration, installation of solar panels on Head Office and tree planting program for carbon sequestration on Hunter Water land.
Continue to identify and evaluate Develop an updated effluent masterplan for wastewater treatment Complete masterplan by target date June 2017 opportunities to implement water plants that identifies sustainable and affordable opportunities to recycling recycle water
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Goal 5 Manage Hunter Water’s Stormwater and Wastewater Infrastructure to Ensure Healthy Waterways, Clean Beaches and Clean Air
Objectives Actions Targets Date
Dispose of wastewater in an Operate, monitor and report in accordance with EPA licence Full compliance with EPA licences For the full term of environmentally sustainable requirements each approved manner. licence
Reduce environmental and Review approach to wet weather overflow abatement for each Full compliance with EPA licences For the full term of community impact of overflows wastewater system in consultation with EPA each approved from the wastewater systems licence
Review approach to dry weather overflows and incident December 2013 notifications. Pursue opportunities for improvement.
Develop program to undertake failure modes affects analysis for December 2013 all critical pump stations. Full compliance with EPA licences
Develop strategy to assess reliability of SCADA/PLC/telemetry December 2013 including condition assessment of instrumentation and development of specifications for recoding as applicable
Meet EPA Pollution Reduction Submit Burwood Beach WWTW Stage 3 Upgrade Options Report Full compliance with EPA Pollution July 2014 Program commitments and to EPA. Reduction Program commitments facilitate growth Investigate impacts of wastewater disposal on receiving June 2014 environment at Tanilba Bay WWTW
Develop long term sustainable effluent management strategy for December 2013 Paxton WWTW
Undertake sewage pump station overflow frequency reduction June 2015 investigations within the Lake Maquarie Catchment
Upgrade works at Beresfield No.5 Wastewater Pump Station June 2015
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Objectives Actions Targets Date
Manage stormwater assets to Development of Stormwater Environmental Improvement Plan Stormwater Environmental Improvement December 2014 improve environmental outcomes Plan completed
Manage trade waste to ensure no Deliver an improved treatment plant tankering strategy to reduce Strategy completed by target date December 2016 adverse impacts on the sewerage business and related environmental risk. system, treatment plants or effluent.
Maximise sustainable beneficial Revise the Biosolids Strategy Strategy completed by target date December 2014 reuse of biosolids Undertake audit of biosolids storage facilities Audit to be completed by target date June 2014
Manage odour production from Monitor odour complaints received to enable proper assessment Number of Complaints to remain under 250 Over the life of this our wastewater treatment plants of need for odour control actions. complaints (annual average over 5 years). EMP and systems Review of contractual documentation for odour control and chemical dosing.
Monitor the health of our Continue environmental monitoring of receiving inland and ocean Full compliance with beach water quality Over the life of this waterways and beaches. receiving waterways and involvement in the EPA Beachwatch specified by EPA under the program EMP program.
Provide sewerage services to Where requested, provide information to Councils and residents Where all properties in a particular infill In accordance with unsewered pockets of residential on Hunter Water’s cost sharing arrangements for the provision of area agree to proceed and meet relevant agreed program with properties located in urban infill sewerage to residential properties in urban infill areas. costs. – Note Hunter Water may also Council and residents. areas. consider a lesser majority of 75% providing that either the EPA and/or Council mandate connection of the remaining properties to the sewer network.
Deliver sewerage services to Proceed to deliver sewerage services where funding is made Highest priority townships based on In accordance with unsewered townships. available by the State Government. assessment of environmental / health risk, agreed program with and cost, and as approved by Cabinet. State Government.
Compliance and Performance Report 2012-2013│166
Goal 6 Minimise the Environmental Impacts of Hunter Water’s Infrastructure Projects
Objectives Actions Targets Date
Conservation of natural resources Undertake appropriate environmental assessment for applicable Full compliance with environmental Ongoing new infrastructure and relevant operational activities. legislation
Framework to be formalised to include environmental risk July 2014 identification at concept design inception stage and reviewed at Full compliance with safeguards nominated various milestones during projects, as part of Asset Creation in impact assessment process Framework. Improve linking risk assessment to Greenslip.
Revise environmental requirements in general specification for July 2014 contracts to ensure all key issues are addressed at high level.
Develop internal guidelines regarding approvals required for July 2014 dewatering and aquifer interference under the Water Act /Water Management Act.
Conservation of cultural heritage Undertake appropriate indigenous and non-indigenous heritage Ongoing assessments in accordance with OEH Aboriginal Assessment Full compliance with environmental Guidelines. legislation
Finalise internal guidelines and provide training in Aboriginal December 2013 heritage
Minimise impacts on community Undertake appropriate consultation and community impact Undertake annual customer surveys to Over the life of this assessment for all new infrastructure and relevant operational gauge satisfaction with Hunter Water. EMP activities
Compliance and Performance Report 2012-2013│167
Goal 7 Promote Efficient Use of Resources and Minimisation of Waste
Objectives Actions Targets Date
Comply with all relevant energy Fulfil reporting requirements relating to the National Greenhouse Full compliance with relevant legislation Ongoing and greenhouse gas related and Energy Reporting Act. regulation Undertake investigations to comprehensively understand future Update Hunter Water’s Energy August 2013 liabilities and opportunities under the Clean Energy Future Management and Greenhouse Abatement legislation and whether cost effective actions can be taken to policy. reduce greenhouse gas emissions.
Pursue financially viable Offset greenhouse gas emissions from the operation of the Lower Total offsets required will be approximately Review progress in greenhouse abatement projects Hunter Recycled Water Initiative recycled water projects over the 68,000 tonnes over twenty years or an December 2017 and renewable energy next twenty years. annual average offset of 3400 tonnes. opportunities Pursue cost effective energy efficiency projects for existing and Achieve savings of $200K per year as a Over the life of this new infrastructure. result of implementation of energy EMP efficiency projects
Develop energy monitoring and Develop energy management plans for major assets Develop Energy Management Plans for the December 2016 reporting framework ten largest energy consuming assets
Maintaining a comprehensive energy bill checking and data Call tenders for new system March 2014 management system
Comply with all relevant waste EMS waste management procedure to be drafted with waste Over the life of this management related legislation training to be provided for all relevant staff. Internal audits of More than 80% of solid waste recycled or EMP contracts and management to be undertaken reused
Report on waste generation and recycling initiatives in accordance Over the life of this with WRAPP requirements. EMP
Compliance and Performance Report 2012-2013│168
Goal 8 Responsibly Manage our Land and Property Assets
Objectives Actions Targets Date
Conserve our heritage Maintain register for Hunter Water’s heritage assets and develop Conservation management plans for all June 2014 conservation management plans for any assets identified as state significant heritage assets to be having potential state significance. Incorporate register attributes completed. into ellipse.
Implement Heritage Asset Management Strategy Apply to have state significant heritage December 2015 items listed on the State Heritage Register
Effective land management Implementation of Land Management Plans for Hunter Water Compliance with commitments Over the life of this owned rural lands. Lease agreements to be monitored annually. EMP
Continue weed and feral animal control programs for land under Report annually on land management Annually Hunter Water’s control activities
Develop a weed management strategy for treatment plant sites Compliance with commitments December 2015
Improve site security at Hunter Water facilities Risk based site security management July 2016 plans for critical infrastructure in place
Develop biodiversity offsetting strategy for Hunter Water that Policy in place by target date. July 2016 allows for improved conservation outcomes whilst balancing the needs of Hunter Water’s infrastructure delivery program.
Contaminated land management Develop a Contaminated Site Management Policy Policy and strategy in place by target date July 2016 to be effectively managed Prepare a strategy to prioritise site contamination management
Implementation of Lead Management Plan for Chichester Trunk Full compliance with commitments Over the life of this Gravity Main EMP
Assets and facilities are to be Aesthetics to be factored into asset design Review implementation of Hunter Water’s December 2015 maintained in an manner that is Aesthetics Policy and application to aesthetically acceptable to the standards
Compliance and Performance Report 2012-2013│169
Objectives Actions Targets Date community Undertake landscaping programs in association with upgrades of Landscaping plans for new infrastructure Ongoing operational facilities including specified maintenance periods.
Use of spatial tools to improve Develop GIS layer showing Aboriginal heritage sites and areas of GIS layer available and information loaded December 2014 property and asset management sensitivity around operational assets to inform strategies for into ellipse relating to the environment managing Aboriginal heritage in close proximity to Hunter Water assets.
Compliance and Performance Report 2012-2013│170
Goal 9 Organisational Environmental Resilience and Emergency Preparedness
Objectives Actions Targets Date
Build resilience for Hunter Water’s Revise the Hunter Water Bushfire Management Plan to set out Revised plan in place by target date December 2015 dams and catchments best practice in relation to fire preparedness, emergency response and catchment recovery to address the risk of bushfire.
Keep watching brief on emerging technologies to respond to Report to be done by target date December 2016 major algal blooms.
Prioritise emergency preparedness Root cause analysis to be undertaken for every serious incident 100% compliance Over the life of this within the organisation that is reported to the EPA EMP
Collation of all root cause analysis results and incident 100% compliance Over the life of this management corrective actions implemented EMP
Undertake a review of environmental response / reporting To be completed by target date December 2013 process (sampling, cleanup & reporting) including a review of procedure for reporting wet weather overflows
Undertake periodic hazardous goods audits at treatment plants Audits of all sites containing hazardous December 2016 containing these materials. chemicals to be completed
Contingency plans to aid in the rapid response to environmental Plans updated by target date June 2014 incidents for critical wastewater network infrastructure are prepared /updated and implemented.
Engineering approval process for changes made to control To be completed by target date August 2013 systems governing wastewater pump stations
Identify critical assets and map surrounding environmental GIS layer available and information loaded December 2014 constraints to allow contingency plans for access and repair into ellipse. during emergency works.
Develop and implement cross business emergency response Relevant staff are trained in emergency Over the life of this
Compliance and Performance Report 2012-2013│171
Objectives Actions Targets Date
preparedness and training response and preparedness EMP
Implement Hunter Water’s Climate Undertake vulnerability mapping of operating assets vulnerable GIS layer available and information loaded December 2016 Change Adaptation Plan to climate change impact (specifically focusing on sea level rise, into ellipse. flooding, coastal recession and bushfire) A risk assessment of Hunter Water’s critical infrastructure assets are evaluated, mapped and response preparedness plans are in place to minimise environmental hazards associated with climate change.
Incorporating climate change adaptation planning into decision Climate change considerations build into December 2015 making tools and frameworks asset creation procedures and sustainable decision making tools and frameworks
Strategically invest in R&D and staff knowledge management Inclusion of climate change adaptation December 2013 initiatives that will build Hunter Water’s resilience to climate outcomes in research collaboration change assessment criteria
Sustainable decision making tools All strategies or option selection processes for preparation of a 100 % compliance Over the life of this business case that involve potential investment of more than EMP $3m are to consider non-cost factors using the sustainable decision making framework.
Compliance and Performance Report 2012-2013│172
Goal 10 Contribute to Sustainability and Environmental Awareness Within the Community
Objectives Actions Targets Date
Develop partnerships with the Maintain a sponsorship program which supports relevant Inclusion of environmental outcomes in December 2013 community community environmental initiatives. sponsorship assessment criteria (sponsorship program currently under review)
Seek opportunities to partner with stakeholder organisations and Annually community groups in environmental initiatives.
Continue to inform the community Utilise the Consultative Forum, media, Hunter Water website, Increase awareness of Hunter Water Annually of the Corporation’s activities and Hunter Water’s community newsletter, school curriculum support sustainable initiatives (measured by the its impact on the environment. materials and other information packages. annual customer reputation survey.
Consult with stakeholders and the community in relation to Maintain and /or improve improved Ongoing operational activities and infrastructure projects reputation of Hunter Water as per above.
Assist the community understand Prepare an annual report on Hunter Water’s environmental Environmental Performance and Annually the true value of water performance and compliance with relevant requirements. Compliance Report and Key Performance Indicators Report to be posted on the Hunter Water website by Promote community education around water efficiency and Ongoing September each year. sustainable urban water management
Fit out education facility at the recycled water plant at Steel December 2014
River. Increased awareness of the water cycle, treatment, water efficiency waste water Work with AWA to develop water education resources for treatment and other water related July 2014 schools to tie in with the National Curriculum. Promote use of the matters. resources in the Lower Hunter once developed.
Compliance and Performance Report 2012-2013│173
Goal 11 Continue to Improve Environmental Management Practices and Promote an Environmentally Responsible Culture
Objectives Actions Targets Date
Achieve and maintain ISO Implement the Environmental Management System Project Achieve certification by target date September 2014 certification of Hunter Water’s Improvement Plan. Environmental Management System
An environmentally aware and Maintain a environmental training needs analysis and forward All training to be completed in Ongoing committed workforce training program for staff accordance with needs analysis
Develop an online environmental awareness training program All staff to complete training module by December 2013 that will be completed by all staff and be incorporated into new target date staff induction process
Participate in NSW Government Sustainability Advantage Achieve gold membership status by December 2014 program. target date
Environmental awareness and Environmental inductions and preparations of site specific 100% compliance Over the life of this EMP proven performance from our Environmental Management Plans mandatory for all construction contractors works that can affect environment
Audit environmental performance Undertake routine internal and external audits of environmental Maintain certification Ongoing following system to maintain certification. September 2014
Periodically undertake internal and external compliance audits Minimum of 2 internal environmental Annually against environmental requirements compliance audits each year
Compliance and Performance Report 2012-2013│174