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Hunter Water Corporation

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Hunter Water Corporation 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 Compliance and Performance Report 2012-2013│1 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 ..................................................................................................................................
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