1 Goulburn valley water | ANNUAL REPORT 2019| 2020 54 55 60 64 64 65 70 71 72 73 74 74 77 80 88 49 49 52 67 49 54 102 106 110 117 120 132 133 135
Five Year Business Performance Five Year Business Compliance Performance Report 2019–20 Certification of Performance Report for 2019–20 Financial Management Compliance Framework Attestation Report Auditor-General Victorian STATEMENTS FINANCIAL Operating Statement Comprehensive Balance Sheet Statement of Changes in Equity Cash Flow Statement Notes to the Financial Statements About this Report Funding Delivery of Our Services The Cost of Delivering Services to Support Output Delivery Key Assets Available Other Assets and Liabilities Our Operations Financed How We Judgements Risks, Contingencies and Valuation Statutory Obligations Other Disclosures Officer Accountable Directors’, and Chief Financial Officer Declaration Report (Financials) Auditor-General Victorian Index Disclosure Customer Service Community Service Obligations Our Community PERFORMANCE BUSINESS CUSTOMERS AND COMMUNITY AND CUSTOMERS 3 4 5 6 7 3 10 11 12 18 20 22 25 27 28 32 34 39 40 40 43 47 48 48 10 47 39 20
28 About Us the Chairman and Managing Director From Profile Organisational Corporate Snapshot 2019–20 Corporate Goals Strategic Priorities and GOVERNANCE AN OVERVIEW CONTENTS Structure Organisational Role of the Board of the Board Directors Executive Management Team CAPABILITY ORGANISATIONAL Data Workforce Health, Safety and Wellbeing Diversity and Inclusion Learning and Development WATER Entitlements Bulk Water Quality Water Consumption Water SUSTAINABILITY ENVIRONMENTAL Management Wastewater Use Sustainable Water Strategies and Policies Carbon Emissions INFRASTRUCTURE AND ASSETS Asset Protection Land Development Asset Management , Goulburn Valley Region Water Region Water , Goulburn Valley Mark Stone AM Stone Mark Chairman Corporation 19 August 2020 RESPONSIBLE BODY DECLARATION BODY RESPONSIBLE Act with the Financial Management In accordance the Goulburn Valley present 1994, I am pleased to Corporation Annual Report for the Region Water 2020. year ending 30 June
2 Goulburn valley water | ANNUAL REPORT 2019| 2020 3 Goulburn valley water | ANNUAL REPORT 2019| 2020 AN OVERVIEW Improved water quality and supply Improved Water quality and resources management quality and resources Water management Environmental Operations and maintenance Planning and building assets Customer service Community engagement Corporate support Best prices for customers Modern and thoughtful customer service outcomes and recreational Environmental Customer Centricity Digital Optimisation Safety Culture Leadership and Diversity Carbon and Climate • • • • • • • • Our Commitment our Price Plan 2018- Delivering our mission through committed to: 23, we are • • • Our Areas of Strategic Focus Our Areas our objectives of strategic focus describe Our areas to transforming the business: in relation • • • • • Business Our Core Business” describes the work that is Our “Core comparatively stable, but nevertheless requires ongoing innovation and resourcing: Our behaviours and actions in pursuing our mission Our behaviours and actions in pursuing our by our values: underpinned and guided are Service Excellence: Delivering an excellent experience to our customers. People: Our being inclusive capacity, Developing our people’s and inviting diversity of thinking to enable innovation and creativity. Safety: and A total commitment to health and safety encouraging life balance. Teamwork: individual respecting together positively, Working the way. contributions and having some fun along Communication:Open Sharing information and knowledge while fostering that encourage honest trusting relationships conversations. Goulburn Valley Water’s mission is to deliver safe, mission is to deliver Water’s Goulburn Valley water and wastewater affordable and reliable services to our customers. Our Values ABOUT US ABOUT Our Mission AN OVERVIEW 4 Goulburn valley water
FROM THE CHAIRMAN AND MANAGING DIRECTOR | ANNUAL REPORT 2019| We are pleased to present the Annual Report for security for Euroa and Violet Town will be secure for Goulburn Valley Water for the year ended 30 June years to come. Stage 2 water restrictions were lifted 2020. in both towns in April 2020.
In a year that was like nothing experienced We continued to deliver on our Price Plan 2018-23 previously, our business has risen to meet ongoing commitments during the year. A highlight was the
2020 and emerging challenges. The defining feature completion of the Kilmore Environmental Offsets of 2019–20 was the emergence of coronavirus Project, the first of its kind for Victoria. (COVID-19), which triggered a business-wide Another eight permanent hydration stations response to ensure we could continue delivering were installed in Mooroopna, Tatura, Merrigum, essential services while keeping our staff, customers Murchison, Kyabram, Tongala, Cobram and and communities safe. Katamatite to provide free access to drinking water Despite the challenges, we celebrated many in community spaces and improve liveability across achievements; customer satisfaction remained our service area. high, our financial results were strong, we delivered With COVID-19 restrictions changing the way we significant and innovative infrastructure projects; we interact with our customers, we held the second managed water shortages and we continued to put of our Annual Performance Forums online, asking our customers at the centre, meeting our ongoing customers to engage with key themes and projects Price Plan 2018-23 commitments. in our Price Plan. Instead of meeting face-to-face We performed well in customer satisfaction with our Carbon Customer Advisory Group, we AN OVERVIEW measures – with 95% reporting they’re satisfied phoned members to understand their preferences with our overall service. We continued to see for solutions to reduce carbon emissions. We positive results in satisfaction measures that are at gained valuable insights from our engagement the top end of industry benchmarks. which will help us continue to drive our customer- first approach. COBRAM We delivered a strong financial result with an Katunga Picola operating profit of $6.5 million, driven primarily We take this opportunity to thank all our Barmah Numurkah Katamatite Nathalia by an increase in revenue as a result of a very dry employees, executive and the Board for their Wunghnu summer period. We invested $41.7 million on 90 contribution and commitment, ensuring that we Tongala Katandra Tallygaroopna capital infrastructure projects, including water continue to deliver safe, reliable and affordable Kyabram Congupna Dookie main replacement, sewer relining and remediation water services to our customers. We express Mooroopna SHEPPARTON and water treatment plant optimisation programs. appreciation to our catchment partners, regulators, CoC rop Tatura More than 4,800 solar panels were installed at 16 consultants and contractors and look forward to Stanhope Toolamba high-energy-consuming sites across our service meeting the challenges that lay ahead. RushworthRus Colbinabbinlb Murchison Violet Town region as part of a $5.4 million commitment to help In accordance with the Financial Management Act reduce energy consumption and greenhouse gas Euroa 1994, we are pleased to attest that the Goulburn Nagambie Strathbogie emissions. Longwood Valley Region Water Corporation Annual Report is Avenel Stage 2 water restrictions were lifted in November compliant with all statutory reporting requirements Mangalore 2019 for Kilmore, Wandong and Heathcote for the year ending 30 June 2020. SEYMOUR Bonnie Doon Mansfield Junction in response to significant rainfall in the Pyalong Merrijig Sawmill southern part of our service area. Tallarook Settlement Broadford Yea ALEXANDRAA Kilmore Eildon In a great milestone for GVW, completion of new Clonbinane Thornton
storage works at the Abbinga reservoir site, and Wandong much needed autumn rainfall means that water Mark Stone AM Peter Quinn Buxton Chairman Managing Director Marysvilleysvil Woods Point 5 Goulburn valley water
ORGANISATIONAL PROFILE | ANNUAL REPORT 2019| Manner of Establishment and In addition to the Water Act 1989 and the Water Responsible Minister Industry Act 1994, Goulburn Valley Water also meets a range of regulatory obligations under: Goulburn Valley Region Water Corporation (trading as Goulburn Valley Water) is a regional urban • Department of Environment, Land, Water and water corporation and operates under the Water Planning (DELWP), Department of Treasury and
Act 1989 and the Water Industry Act 1994. The Finance (DTF) and Department of Health and 2020 responsible Minister for the 2019–20 reporting Human Services (DHHS) period is the Hon. Lisa Neville MP, Minister for • Safe Drinking Water Act 2003 Water. • Fluoride Act 1973
Obligations, Functions, Powers and • Occupational Health and Safety Act 2004 Duties • Public Health and Wellbeing Act 2008 Goulburn Valley Water provides urban water and wastewater services in accordance with the powers, • Environment Protection Act 1970 functions and duties under the provisions of Part • environmental obligations established by the 8–Water Supply and Part 9–Sewerage, of the Water Environment Protection Authority (EPA) Act 1989. • obligations administered by the Essential
Services Commission (ESC) for pricing, service AN OVERVIEW standards and conduct
• Energy and Water Ombudsman Victoria (EWOV).
COBRAM Katunga Nature and Range of Services Picola Barmah Numurkah Katamatite Provided Nathalia Wunghnu Goulburn Valley Water provides water and Tongala Katandra Tallygaroopna wastewater services to a population of over Kyabram Congupna Dookie 130,200 in cities and towns from the outskirts of Mooroopna SHEPPARTON Melbourne in the south to the Murray River in CoC rop Tatura Stanhope Toolamba the north. The geographic area comprises all of
RushworthRus Greater Shepparton City Council and Strathbogie
Colbinabbinlb Murchison Violet Town Shire Council, and parts of the Shires of Campaspe, Mansfield, Mitchell, Moira and Murrindindi. Euroa Nagambie Strathbogie Longwood
Avenel Mangalore SEYMOUR Bonnie Doon Mansfield Pyalong Merrijig Sawmill Tallarook Settlement Broadford Yea ALEXANDRAA Kilmore Eildon Clonbinane Thornton
Wandong Buxton
Marysvilleysvil Woods Point 37 26 136 348 88% 6,421 228.17 53,638 1,338 km 1,338 1,884 km 25,546 ML community education regarding sustainable sustainable community education regarding water management. harvest and treatment of raw water of raw harvest and treatment of headworks planning and management water to customers of treated reticulation of wastewater, collection and transportation including trade waste water recycled of re-use beneficial and treatment recycling of wastewater by-products beneficial including biosolids and biogas development and implementation of programs water for the conservation and efficient use of water planning with communities for their future and wastewater services • • • • • • • • • The main activities undertaken by Goulburn Valley by Goulburn Valley undertaken The main activities include: Water CORPORATE SNAPSHOT 2019–20 CORPORATE Number of Full Time Equivalent employees Residential customers customers Non-residential consumption Water Recycled water reused plants treatment Water management facilities Wastewater mains Water and gravity sewers Pressure Pumping stations and reservoirs Tanks Bulk water supply is principally sourced from from sourced supply is principally Bulk water Steavenson, and Broken, the Goulburn, Murray, and several smaller local Delatite River systems Mile and Sevens, Nine Sunday, including streams Creeks. Mollison’s
6 Goulburn valley water | ANNUAL REPORT 2019| 2020 AN OVERVIEW 7 Goulburn valley water | ANNUAL REPORT 2019| 2020 AN OVERVIEW Progress is delayed and at risk of not Progress being completed within timeframe Partially completed and on track for Partially completed and completion within timeframe Not completed
Customers at Annual Performance Forum were Customers at Annual Performance Forum were ideas at one site and engaged about recreational ongoing stakeholder engagement planned for 2020-21 Eight hydration stations were installed in towns Eight hydration stations were - ongoing Price Plan 2018-23 area service across commitment This work will begin with Intelligent Metering out in 2020-21 roll project Online Annual Performance Forum delivered in Online Annual Performance Forum delivered 2019 Forum 2020, with design adapted from Modelling completed and project assessing cost Modelling completed and project in 2020-21 benefit to be delivered ParticipateGVW platform built and available to ParticipateGVW platform built and available engagement to improve customer groups commenced in one of the program Improvement six non-potable water towns An ongoing Price Plan 2018-23 commitment COMMENT 20 staff were trained in journey mapping trained in journey were 20 staff in leak adjustment identification Improvements and non-residential Portals built for residential in 2019-20 increased customers and registrations users 2000+ - currently to take part in of customers volunteered A group surveyed annually about behaviours trial and are of the project and attitudes to inform the future found in identified towns No systemic issues were complete considered - project Deferred Completed
Monitor On Track O æ Output performance in 2019–20 has been reported in 2019–20 has been reported Output performance using the following key: Monitor Monitor Monitor On Track On Track On Track On Track On Track PROGRESS Recognise recreational values Recognise recreational Build resilient and liveable cities and towns Build resilient Improved understanding of customer decision Improved making and behaviour with water usage Improve customer engagement processes Improve Develop and implement research into our Develop and implement research customers’ behaviours and values, including trial tariff further expansion of the proposed outlined in our Price Plan 2018-23 for identified water pressure Improve communities Understand and improve customer experience Understand and improve customer journey mapping through Continue the development of the capabilities Continue the development of the capabilities customer of the digital portal and increase utilisation Develop a digital platform for a single and consolidated view of our customers’ feedback and experience water taste for communities with Improve systemic issues of water for non-potable standard Improve towns ACTION at Further develop and embed our “customer culture the centre” We will understand what our customers value, use this information to inform our decisions and enable our staff and enable our staff understand what our customers value, use this information to inform our decisions will We with an excellent experience. our customers with the skills and tools to provide Customer Centricity The Goulburn Valley Water Corporate Plan 2019–20 Water The Goulburn Valley for the business, outlined plans and budgets related of strategic focus and identifying five areas mission the Corporation’s outputs that align with and values. of strategic focus included outputs These areas Letter of Expectations and the Minister’s from Price Plan 2018-23, as Water’s Goulburn Valley indicated by shading in the tables below. STRATEGIC PRIORITIES AND CORPORATE GOALS AND CORPORATE PRIORITIES STRATEGIC of Strategic Focus Areas The COVID-19 pandemic led to redirection of The COVID-19 pandemic led to redirection - which slowed planning progress resources PAW delivery in 2020-21 for rescheduled Succession plans were developed for key Succession plans were positions See internally delivered training details on page See internally delivered 24 of this report A Diversity and Inclusion Committee was formed, discussions continued and a the Mapping Project Framework was developed Social Procurement COMMENT COMMENT Division reviews and restructures were completed were and restructures Division reviews The Capability Framework was developed The COVID-19 pandemic led to the redirection led to the redirection The COVID-19 pandemic was and the program of Safety resources for 2020-21 delivery rescheduled of led to redirection The COVID-19 pandemic commenced but The project Safety resources. for 2020-21 delivery was rescheduled Safety System Program The In Vehicle and full commenced with a vendor selected. Trial implementation to commence in 2020-21. O æ æ Monitor On Track On Track On Track PROGRESS PROGRESS Develop an Aboriginal Victorians Inclusion Plan Develop an Aboriginal Victorians Investigate and implement enhancements in Investigate and implement enhancements in digital utilisation and capability for safety Continue developing and implementing succession plans for management and key positions in the business Finalise and implement the new capability framework integrating Leadership and Inclusion, Centric and Climate Digital, Customer Safety, and implement these into Change for all roles position descriptions Continue implementing diversity and inclusion for Family actions including education programs and Mapping Project Indigenous Violence, LGBTI participation project Consolidate and standardise hazard hazard Consolidate and standardise into assessment approach identification and risk culture Water the Goulburn Valley safety training Continue to implement more to ensure delivered internally that are programs performance of Goulburn Valley standardised Water ACTION structure Implement and align organisational under new General Managers and roles Develop and implement the Safety Field Develop and implement Leadership Program ACTION People, Leadership and Inclusion of at the centre we place customers where develop our people to lead now and into the future, will We that and have a culture innovative are our customers. We value to our decision making and enjoy providing embraces diversity and inclusion. Safety Culture mindset and culture of behaviour to enable a safety-first and standards processes will develop our systems, We business. the across
8 Goulburn valley water | ANNUAL REPORT 2019| 2020 AN OVERVIEW 9 Goulburn valley water | ANNUAL REPORT 2019| 2020 AN OVERVIEW Climate Change Mitigation Strategy to be updated in 2020-21 which will determine future agreement a power purchase on direction Recommendations adopted where possible and Recommendations adopted where studies commenced into other recommendation 2019–20 emissions were above target which is above target 2019–20 emissions were attributed to industrial customer growth largely achievable still considered but 2024-25 target The COVID-19 pandemic led to redirection of The COVID-19 pandemic led to redirection and reset a review which required IT resources of timelines. The strategy is expected to be completed August 2020 2019–20 actions carried out. Some actions 2019–20 actions carried due to external to be pushed out required beyond our control circumstances including activities delivered, engagement Two member preferences survey to understand group for asset v market-based options to reduce emissions and user pay systems for carbon and non-residential Portals built for residential customers is moving into the implementation The project phase in 2020-21 COMMENT COMMENT SMS processes developed to deliver messages SMS processes against Price Plan 2018-23 and track progress commitment Project timelines were redefined following redefined were timelines Project engagement of a new vendor The framework was implemented with the data analytics platform development to begin in 2020- 21 of The COVID-19 pandemic has led to redirection and reset a review which has required IT resources of timelines Works commenced at all sites and completed at commenced Works 15 of 16 sites at Tatura completed Aeration upgrade projects and Kyabram was project Offsets Environmental The Kilmore completed æ æ Monitor Monitor On Track On Track On Track On Track On Track On Track PROGRESS PROGRESS Implement environmental offsets projects offsets Implement environmental Progress the procurement of a power purchase of a power purchase the procurement Progress agreement Develop SMS messaging processes Implement the findings from the independent Implement the findings from of our emissions calculation methodology review achievement of towards Demonstrate progress pledge emission reduction Implement data governance and reporting for a data analytics frameworks in preparation platform of requirements the from Priority projects Data Security Framework Protective Victorian achieved Continue development of the customer portal Continue implementation of the Asset Management Information System Project Develop an Information Security Strategy for the 2019-22 period embedding the five pillars technology, process, of cyber security (policy, into the organisation people and culture) Continue implementation of Energy of Energy Continue implementation Performance Projects the updated from Schedule additional actions Climate Change Mitigation Strategy Participate in the choice and design of carbon the carbon-neutrality emission solutions through customer group ACTION Complete the implementation of the new finance system Commence construction of Stage 1 of the Commence construction Renewables Program ACTION We will position Goulburn Valley Water to make appropriate use of technology, increase overall productivity, overall productivity, increase use of technology, to make appropriate Water position Goulburn Valley will We and stakeholder expectations. high quality service that meets customer to provide and enable the organisation Digital Optimisation Carbon and Climate Carbon use and efficient energy of resources, the sustainable management through prosperity will support regional We gas emissions. of greenhouse the continuous reduction Denis Flett People and Culture Committee Fiona Merrylees Audit and Risk Committee People and Culture Committee Safety, Service Safety, and Standards Environment Committee Tammy Atkins Tyson Fehring Tyson Audit and Risk Committee Service Safety, and Standards Environment Committee Audit and Risk Committee Matthew Burns Audit and Risk Committee People and Culture Committee Haydn Pound People and Culture Committee Service Safety, and Standards Environment Committee Jenny Wilson Audit and Risk Committee Christine Cussen Audit and Risk Committee People and Culture Committee Haydn Pound BOARD OF DIRECTORS (At 1 July 2019) BOARD OF DIRECTORS (At 1 July STATE GOVERNMENT OF VICTORIA GOVERNMENT STATE BOARD OF DIRECTORS (At 1 April 2020) Linda Nieuwenhuizen Safety, Service Safety, and Standards Environment Committee Audit and Risk Committee Christine Cussen Deputy Chair David Heeps Audit and Risk Committee People and Culture Committee Service Safety, and Standards Environment Committee Safety, Service Safety, and Standards Environment Committee Deputy Chair Linda Nieuwenhuizen Audit and Risk Committee People and Culture Committee Service Safety, and Standards Environment Committee Chair Catherine Scott Audit and Risk Committee People and Culture Committee Service Safety, and Standards Environment Committee Chairman Mark Stone AM ORGANISATIONAL STRUCTURE ORGANISATIONAL GOVERNANCE
Goulburn valley water ANNUAL REPORT 2019| 2020 10 | GOVERNANCE Goulburn valley water ANNUAL REPORT 2019| 2020 11 | GOVERNANCE Digital Programs Digital Operations Business Intelligence Executive Manager Digital and Innovation Wulff Tony • • • Risk and Integrated Systems Knowledge Management Compliance Legal and Property Executive Manager Governance and Quality Systems Danny Hogan • • • • ector Ensuring risk management systems are in place Ensuring risk management systems are and operational to mitigate environmental, financial risks Appointing, establishing objectives of, and the Managing the performance of reviewing Dir has policies Water Ensuring that Goulburn Valley to satisfy its legal and ethical and procedures responsibilities Reporting to and communicating with the Government and other stakeholders Victorian on the financial and operational performance of Water. Goulburn Valley • • • • Communications and Engagement Customer Accounts and Services People and Wellbeing Safety General Manager People and Customers Christina Bassani • • • • Peter Quinn Managing Director* EXECUTIVE MANAGEMENT STRUCTURE Digital and Innovation Finance Governance and Quality Systems General Manager Digital, Governance and Finance (CFO) Sarah Thomson • • • Asset Monitoring and Maintenance Asset and Project Delivery Planning and Climate Resilience Strategic Asset Management Customer Technical Service General Manager Planning and Assets Daniel Hughes • • • • • Monitoring operational and financial performance Adoption and monitoring of Goulburn Valley Price Plan and Corporate Plan, Water’s Statement of Obligations The Managing Director is a member of the Board The Managing Director is a member of the Operations – Distribution, Farming, Treatment, Wastewater/Recycling Operational Systems and Analysis Quality Water
General Manager Service Delivery Daniel Flanagan • • • • • The Directors of the Board operate under of the Board The Directors Act 1989 and are of the Water the provisions The Board for corporate governance. responsible for setting strategic direction, is responsible establishing goals and objectives for executive on management and monitoring the business Government. behalf of customers and the Victorian include: Key responsibilities ROLE OF THE BOARD * November 2019) November – David Heeps Deputy Chair (October – November 2019) 2017 Acting Chair (December – February 2019 2020) of Mr David Heeps was appointed a Director in October 2017. Water Goulburn Valley He is a senior associate consultant at Aither and also consults as a sole trader. as the Chief Executive Officer Mr Heeps retired of the Essential Services Commission in 2016, a position he held for six years. He has previously Water held senior executive positions at City West for 11 years, the former Department of Natural for seven years and and Environment Resources of Board with the then Metropolitan earlier roles Works. and past President Mr Heeps has been a Director Administration, has served of the Institute of Water Water of the Victorian two terms as a Director Chairs and currently Industry Association Board Customer and Corporation’s South East Water Community Advisory Council. Catherine Scott Chair (October 2015 and appointed a Director Ms Catherine Scott was in October 2015. Water Chair of Goulburn Valley Chairperson and Ms Scott is a highly experienced who has held directorships Non-Executive Director in transport, a portfolio of organisations across education and natural resources. water, Scott held Ms career, In her prior professional and senior positions in the investment banking Director finance industries. She is a Non-Executive for and Chair of the Audit and Risk Committee Board the Office of National Rail Safety Regulator, and of VicWater Director member of GOTAFE, at a member of the Sustainability Committee Edmund Rice Education Australia. Bachelor Ms Scott has a Bachelor of Science (Hons), and is a Fellow at the Australian of Commerce Institute of Company Directors. 2019. 30 November effective Ms Scott resigned Mr Mark Stone AM was appointed Chairman of Mr Mark Stone AM was in April 2020. Water Goulburn Valley advisory company and Mr Stone runs a business Mr Stone is a Non-Executive Director/Chairman. Chamber was Chief Executive of the Victorian and Industry for over eight years, of Commerce During the peak body for business in Victoria. as a leader this time, he developed a reputation was in the Australian business community and advice and consulted for business-related regularly commentary. Mr Stone was Chief Executive of Previously, for 12 years. During this period, he Parks Victoria large-scale identified, negotiated and secured tourism development opportunities for Victoria, at the as well as highly successful major events, of the natural same time ensuring the protection Mr Stone led and developed Parks environment. and state-focused entity a state-based from Victoria to one with national and international stature. The complexity and diversity of this organisation and management of leadership strong required including 800 professional multi-disciplinary staff, He has extensive knowledge of bush firefighters. issues, having lived and worked in many regional parts of the state. of a Member of the Order Mr Stone was awarded Australia (AM) in 2016 for “significant service to leadership roles, and industry through commerce and tourism sectors, and to the to the environment community.” included Member of the Premier’s His other roles Jobs and Investment Panel, Co-Chair of the Board Aboriginal Economic Board, Victorian Member of the Australian Chamber of Commerce Tourism Chief Executive Officer of and Industry, Australia. Member of Tourism and Board Victoria Chairman SCT Logistics, a Mr Stone is currently Special Advisory Council member of the Premier’s Victoria and an Advisory Recovery for Bushfire North (Australia). Member of Delaware Board DIRECTORS OF THE BOARD DIRECTORS Mark Stone AM Chairman
Goulburn valley water ANNUAL REPORT 2019| 2020 12 | GOVERNANCE Goulburn valley water ANNUAL REPORT 2019| 2020 13 | GOVERNANCE Christine Cussen of was appointed a Director Ms Christine Cussen in October 2017. Water Goulburn Valley and Board Ms Cussen brings over a decade of Chair a diverse range of industries of experience across for profit ASX listed, private, government and not water, aged care, sectors including healthcare, education, and environment. infrastructure, and She has extensive chief executive officer hands on operational experience within the having worked as Managing corporate sector, Officer in both global and Chief Executive Director start- pharmaceutical, an ASX listed biotechnology in up and in the industrial and innovation sectors and Asia. Australia, North America, Europe portfolio of activities includes current Ms Cussen’s School Camberwell Girls Grammar as Chair, her role Medical Technologies and as a Business Adviser, part of and Pharmaceuticals with the Ai Group, Program. Entrepreneurs the Federal Government’s with Prior to that she worked as a Business Adviser Deloitte. She has business and science qualifications from Monash University and Swinburne University is a Graduate Member of the of Technology, and Australian Institute of Company Director completed the Senior Executive MBA at recently Melbourne University. include Non-Executive roles board Previous and Institute of Technical of Gordon Director Fisheries Authority, Further Education, Victorian Musculoskeletal Australia and Health Group, Ward of ASX listed biotechnology Managing Director Limited. Technologies company Eiffel Mr Pound is a Certified Practicing Accountant, a is a Certified Practicing Mr Pound the Australian Institute of Graduate member of a Master of Business and holds Company Directors Business School and the Administration (Melbourne University of Chicago). Mr Haydn Pound was appointed a Director of Mr Haydn Pound was appointed a Director in October 2017. Water Goulburn Valley Mr Pound is a management consultant with performance management expertise in strategy, effectiveness. and organisational and control, with his consulting activities, he also Concurrent teaches into MBA, EMBA and executive education at the London Business School and other programs world-leading institutions in Asia, the Middle East of strategy and managerial in the areas and Europe accounting. he worked for The Boston Consulting Previously In 2008 and PriceWaterhouseCoopers. Group Pty Ltd, a provider he founded Advant Group of financial services technology and marketing solutions, sold in 2014. Haydn Pound Linda Nieuwenhuizen Linda Nieuwenhuizen Acting Deputy Chair, Chair (March 2020) was appointed a Director Ms Linda Nieuwenhuizen 2016. in November Water of Goulburn Valley Head of Ms Nieuwenhuizen is currently Communications at Apple and Pear Australia Limited. include the Manager, roles Her previous Governance and Communications at Moira Relations at Council, Manager Stakeholder Shire and Marketing Manager at Goulburn Murray Water South East Water. of Ms Nieuwenhuizen has a sound knowledge Ms local issues and understanding of our business. Nieuwenhuizen also has a good, demonstrated and understanding of public sector governance finance. Ms Nieuwenhuizen has a Bachelor of Commerce (Economics), Graduate Diploma Agribusiness and Management, Graduate Diploma Corporations of the Securities Law and is a Graduate Member Australian Institute of Company Directors. He holds a Graduate Diploma of Applied Corporate of Applied Corporate Graduate Diploma He holds a of Engineering Science and a Governance, a Master (Agricultural). Bachelor of Engineering 29 February 2020. effective Mr Heeps resigned Denis Flett of Mr Denis Flett was appointed a Director in April 2020. Water Goulburn Valley Mr Flett has four and a half decades of experience water sector spanning engineering, in the Victorian management, leadership, governance and consulting. He helped formulate and implement advice as a and provided many lasting reforms groups. member and leader of independent review Mr Flett was the foundation Chief Executive of Commissioner a Victorian Goulburn-Murray Water, on the Murray-Darling Basin Commission, a Director Deputy Chair of North Water, of Goulburn Valley a consultant with Sinclair Knight Merz, East Water, a principal of DG Consulting, and the foundation Water Environmental Chairperson of the Victorian Holder. Fellow of Australian Institute of Mr Flett is a retired and of Institution of Engineers Company Directors Australia. Tammy Atkins Tammy of Atkins was appointed a Director Ms Tammy in April 2020. Water Goulburn Valley consultant with a Ms Atkins is a business policy and economic in regional interest career development. tiers of with all three She has experience working in a diverse range of government and is involved of Ms Atkins is a Director community organisations. served on the and has previously TAFE Wodonga of the North East Catchment Management boards Committee of Authority and Winton Wetlands for Management. She is a former elected Councillor the Rural City of Wangaratta. Rural Ms Atkins is a graduate of the Australian the Australian Institute of Leadership Program, and Curtin University. Company Directors, Jenny Wilson of Ms Jenny Wilson was appointed a Director in October 2019. Water Goulburn Valley Executive Officer the Chief Ms Wilson is currently of Murray Dairy and a member of the National Dairy Industry People Development Council. worked for many years as She has previously a senior manager in agricultural and natural for the Victorian management programs resource Government. Ms. Wilson has Victoria, Passionate about regional working with farmers led a number of programs communities to adopt new science and regional and innovation. She has an extensive government in leadership, project and industry background management, strategic planning, community response training and development, emergency management. Ms Wilson is a and organisational with GOTAFE. Director Charles Sturt Ms Wilson is a graduate from University having completed a Bachelor of Science, holds an Advanced Environmental Certificate in Sustainability and a Diploma of Project Management and is a graduate member of the Australian Institute of Company Directors. Matthew Burns Matthew of appointed a Director Mr Matthew Burns was in October 2019. Water Goulburn Valley Certificate in Financial Mr Burns holds a Graduate in the finance Services, several specialisations in finance, background sector and brings a strong consultation skills. audit and risk, and advocacy he has Taungurung, Owner from As a Traditional water sector through deep knowledge of the his associations with catchment management authorities and other water corporation boards. with position holds a Board Mr Burns currently Owner Traditional the Federation of Victorian sub- Corporations and sits on the Governance committee.
Goulburn valley water ANNUAL REPORT 2019| 2020 14 | GOVERNANCE Goulburn valley water ANNUAL REPORT 2019| 2020 15 | GOVERNANCE Matthew Burns (appointed 1 October 2019) Atkins (appointed 1 April 2020) Tammy Denis Flett (appointed 1 April 2020) Fehring (1 July 2019 – 30 September Tyson 2019) Fiona Merrylees (1 July 2019 – 30 September 2019) Mark Stone AM (Chairman, appointed 1 April Mark Stone AM (Chairman, 2020) 1 July – 30 November Catherine Scott (Chair 2019) David Heeps (Deputy Chair 1 July – 30 2019 November 2019, Acting Chair 1 December – 29 February 2020) 1 July 2019 – 29 Linda Nieuwenhuizen (Director 2020, February 2020, Acting Chair 1 – 31 March Deputy Chair 1 April – 30 June 2020) Haydn Pound Christine Cussen Jenny Wilson (appointed 1 October 2019) • • • • • Board Composition Board directors comprises eight non-executive The Board and Managing Director. appointed by the Minister to 30 June 2020, non- In the period 1 July 2019 were: of the Board executive directors • • • • • • • Board and Committee meetings are scheduled for scheduled and Committee meetings are Board Wednesday of each month except January, the first Additional September and November. July, March, arise. convened as circumstances meetings are and General Managers The Managing Director meetings and the Executive Manager attend Board Governance and Quality Systems is the nominated has three The Board Corporate Secretary. functions committees to assist in carrying out Board The Chairman convenes the and responsibilities. Committee and is an ex-officio People and Culture member of the other committees. The Managing attends committee meetings, together Director and minutes with senior executives as required, to the full presented of committee meetings are Board. Ms Fiona Merrylees was appointed a Director of Ms Fiona Merrylees was appointed a Director in October 2017. Water Goulburn Valley Lawyer for SMR and Ms Merrylees is a Director Legal. Chair of and Deputy a Director She is currently Union and also Director Goulburn Murray Credit Grammar and Deputy Chair of Goulburn Valley School. Ms Merrylees has a Bachelor of Arts, a Bachelor of a Barrister and Solicitor in and is admitted as Law, and the Australian Courts in Victoria the Supreme in the High Court. and Capital Territory Fiona Merrylees 2019) September – (October 2017 Tyson Fehring Tyson 2019) September – (October 2015 of Fehring was appointed a Director Mr Tyson in October 2015. Water Goulburn Valley working for engineer, Mr Fehring is professional engineering consultancies and water numerous Australia, New Zealand and the corporations across United Kingdom. Bachelor of Engineering (Civil) He has completed a Management, with Honours, Master of Project a Master of Business Administration and is Graduate of the Australian Institute of Company course. Directors Chartered Mr Fehring has qualifications including Certified Practising Project Engineer, Professional Engineering Executive and is a Fellow of Director, the Institution of Engineers Australia. Denis Flett resigned 30 Catherine Scott (ex-officio) – November 2019 2020 29 February David Heeps – resigned Fehring – finished term 30 September Tyson 2019 Mark Stone AM Haydn Pound Jenny Wilson • • • • People and Culture Committee and Culture People the performance and This committee reviews of senior executives within the remuneration by the Government policy parameters issued Panel (GSERP). Sector Executive Remuneration strives to of the Board, This committee, on behalf and motivate senior executives of the attract, retain and sound performance provide to quality required In addition, Water. Valley leadership of Goulburn against the progress the committee monitors initiatives outlined under the People, Leadership Valley and Inclusion strategic theme in Goulburn Corporate Plan. Water's Committee members 2019–20 People and Culture were: • • • The Committee Secretary was the General Manager was The Committee Secretary People and Customers. etary was the General Manager Fiona Merrylees – finished term 30 September 2019 Catherine Scott (ex-officio) – resigned 30 Catherine Scott (ex-officio) – November 2019 29 February 2020 David Heeps – resigned Fehring – finished term 30 September Tyson 2019 Mark Stone AM (ex-officio) Haydn Pound Christine Cussen Matthew Burns Peter Hutchinson (external member) • • • • • • • • • Audit and Risk Committee Risk Committee Audit and the task of This committee is delegated matters including the overviewing financial audit programs, reviewing appointment of auditors, of internal financial determining the adequacy operating and accounting policies and controls strategic oversight and providing and controls, against the initiatives monitoring performance and Optimisation strategy, outlined in the Digital risk and monitoring the organisation’s reviewing management. for the is responsible Auditor-General The Victorian records. financial Water’s audit of Goulburn Valley was Accountants) Johnsons MME (Chartered as his Agent for appointed by the Auditor-General the year ended 30 June 2020 and RSM Australia as internal Water was appointed by Goulburn Valley auditor. a supported In October 2019 the Board the Audit and Risk from recommendation as an Committee to appoint Peter Hutchinson and independent (external) member of the Audit Risk Committee for an initial term of 12 months. the Charter to reflect was an amendment to There this change. were: 2019–20 Audit and Risk Committee members The Committee Secr Digital, Governance and Finance (CFO).
Goulburn valley water ANNUAL REPORT 2019| 2020 16 | GOVERNANCE Goulburn valley water ANNUAL REPORT 2019| 2020 17 | GOVERNANCE
1/1 1/1 4/4 2/2 1/1 3/3 1/1 4/4 ** PEOPLE COMMITTEE AND CULTURE
3/3 1/1 4/4 1/1 4/4 3/3 1/1* COMMITTEE ENVIRONMENT ENVIRONMENT SAFETY, SERVICE STANDARDS AND AND STANDARDS 1/1 2/2 3/3 5/5 1/1 5/5 1/1 2/3 1/1* 1/1* AUDIT 5/5 ** AND RISK COMMITTEE Tammy Atkins Tammy resigned 30 – Catherine Scott (ex-officio) November 2019 29 February 2020 David Heeps – resigned term 30 September Fehring – finished Tyson 2019 • • • • The Committee Secretary was the General Manager was the General Manager The Committee Secretary Planning and Assets. 1/1 2/2 1/1 2/2 2/2 2/2 2/2 1/1 1/1 1/1 BOARD SPECIAL MEETINGS 2/2 3/3 1/1 7/7 5/6 3/3 3/3 7/7 7/7 7/7 6/7 1/1 4/4 6/6 BOARD MEETINGS The full Board attended a special Audit and Risk Committee meeting held on 21 August 2019 to attended a special Audit and Risk Committee meeting The full Board Mark Stone AM (ex-officio) Linda Nieuwenhuizen Jenny Wilson * Chair is ex officio member of Audit and Risk Committee and Safety, Service Standards and Environment and Environment Service Standards * Chair is ex officio member of Audit and Risk Committee and Safety, Committee. attended but is not a member of the Committee. ** The Managing Director Note: consider financial statements for year ended 30 June 2019. Matthew Burns Atkins Tammy Peter Hutchinson (External member of Audit and Risk Committee) Mark Stone AM Christine Cussen Denis Flett Peter Quinn, Managing Director NAME Catherine Scott Fehring Tyson Board Meeting Attendance 2019–20 Board • • • David Heeps Haydn Pound Safety, Service Standards and Standards Service Safety, Committee Environment for ensuring the This committee is responsible management of operational risks, effective operational and environmental reviewing to with respect performance and compliance and the Environmental water quality guidelines The committee also ensures Management System. responsibilities and the fulfilment of obligations Occupational Health and Safety. to relating and Environment Service Standards 2019–20 Safety, Committee members were: Linda Nieuwenhuizen Fiona Merrylees David Heeps Jenny Wilson Sarah Thomson and General Manager Digital, Governance Finance (CFO) in Water Sarah Thomson joined Goulburn Valley February 2017 and is passionate about ensuring a and continues to be prosperous that this region its strong terrific place to live, and that it maintains of diversity and inclusion. culture Sarah brings 20 years of experience in financial and general management, including internal and external audit, financial, digital and operational, governance and risk management in the private sectors. and not for profit at Deloitte and has worked Sarah started her career for Gundjehmi Aboriginal Corporation, World Institute and Burnet Medical Research Vision, Australia. She is currently WaterAid most recently Human Member of THREE (Towards a Board and a committee Rights for Everyone Everywhere) Shepparton. member of the Committee for Greater Sarah has a Bachelor of Economics and Asian Studies (Australian National University), a Graduate (University of NSW), is Diploma in Commerce Accountant and a Graduate of the a Chartered Australian Institute of Company Directors. Daniel Hughes Planning and Assets General Manager in 2006 Water Valley Daniel joined Goulburn including most several roles and has undertaken being Asset Management before Manager recently of General Manager role appointed to his current in November 2018. Planning and Assets the water Daniel has over 20 years of experience in at Central roles held industry and has previously and Coliban Water. Highlands Water in Civil Engineering, a Masters Daniel has a degree of of Business Administration and is a member Association and Engineers the Australian Water Australia. Daniel joined Goulburn Valley Water in 2011 and Water Daniel joined Goulburn Valley most has worked in many parts of the business, Manager as the Regional Operations recently of role being appointed to his current before General Manager Service Delivery in November 2018. He has developed a wide range of skills primarily the design and operation of water and around wastewater assets. Daniel has a Masters in Engineering Science (Civil) and a Masters in Business Administration. Daniel Flanagan General Manager Service Delivery Peter joined Goulburn Valley Water in 1996 and Water Valley Peter joined Goulburn of Managing Director role was appointed to the experience in strategic in 2008. He has extensive development, infrastructure planning, regional capacity building, risk management organisational and governance. the Australian He holds an Executive MBA from Graduate School of Management and has on water Fellowship project undertaken a Churchill management. resource of Peter is a Fellow of the Australian Institute and is a Fellow and past Company Directors Administration. of the Institute of Water President EXECUTIVE MANAGEMENT TEAM MANAGEMENT EXECUTIVE Peter Quinn Managing Director
Goulburn valley water ANNUAL REPORT 2019| 2020 18 | GOVERNANCE Goulburn valley water ANNUAL REPORT 2019| 2020 19 | GOVERNANCE Tony Wulff Wulff Tony Executive Manager Digital Systems in June Water joined Goulburn Valley Tony 2019 after 12 years of experience in the global has been implemented His role technology industry. and as part of the newly developed Digital Strategy effective is accountable for ensuring the timely and a customer- to Water evolution of Goulburn Valley using technology to operate centric organisation and efficiently. effectively has a Bachelor of Business and is a highly Tony senior leader in global enterprise regarded execution and capability development strategy, of delivering high quality track record with a proven business outcomes in challenging, fast-paced work environments. driven with exceptional people He is results capabilities leadership and problem-solving experience in the technology, developed from sporting industries. finance and professional In collaboration with his work at Goulburn Valley is passionate about promoting Tony Water, technology and of professional the growth Australia and lectures innovation skills in regional in the Masters of Information Entrepreneurship University. and IoT courses at La Trobe Technology Danny Hogan Danny Hogan Governance Executive Manager in June 2008 Water Valley Danny joined Goulburn Corporate Services. He has as the General Manager (Local Government) and is a Bachelor of Business Institute of Company a Graduate of the Australian Directors. in the roles and current In addition to his previous years’ experience he has had 31 water industry, including eight years working in local government, Shire as Chief Executive Officer of Murrindindi of and former President, Council. He is a member, the Rotary Club of Shepparton Central. Danny is Fellow of the Institute of Water (and past and a member Administration (IWA) Special Interest Governance convener) of the IWA Group. Christina Bassani Christina People and Customers General Manager in 2012 Water Valley Christina joined Goulburn She has and Wellbeing. as the Manager People People and of General Manager been in the role 2019, overseeing the People Customers since June Accounts and Customer Safety, and Wellbeing, and Engagement Services and the Communications Teams. to ensuring a safe, high Christina is committed where performing and customer centric culture excellent can be their best and provide all staff experiences for all customers and our community. Christina has extensive experience in human leadership development, strategic resources, service planning, diversity and inclusion, customer and communications and engagement across retail education, finance, hospitality and water, Master industries. She has a Bachelor of Business, Certificate of Leadership and Change Management, and Assessment and is a Graduate of IV in Training the Australian Institute of Company Directors. and Diversity Christina is the Chair of the VicWater of Inclusion Steering Committee and a member Administration, Australian the Institute of Water and Australian Institute of Company Directors Institute. Human Resources Christina is an active member within the local community with involvement in several different and is a member of committees and programs Leadership Program the Fairley – Goulburn Valley Alumni 2003. 5 0 7 0 12 24 FTE 222 5 0 7 0 65 56.71 12 43 40.51 62 58.46 70 67.99 43 42.35 84 82.92 24 165 164.60 110 102.39 230 JUNE 2019 JUNE ALL EMPLOYEES ALL HEADCOUNT 1 2 0 0 1 0 1 0 0 3 0 0 0 0 3 PART-TIME (HEADCOUNT) 2 0 4 2 2 3 3 2 4 0 7 0 0 11 13 NUMBER FIXED TERM AND CASUAL AND TERM FIXED (HEADCOUNT) 0 5 7 0 10 FTE 73.2 49.36 36.08 69.47 46.55 28.40 JUNE 2020 2 164.20 0 0 4 9 514.46 7 2 2 0 2 0 0 20 18 106.96 22 228.17 PART-TIME ONGOING (HEADCOUNT) 0 5 7 0 37 10 34 46 65 45 72 96 27 163 207 FULL-TIME (HEADCOUNT) 0 5 7 0 .2 FTE 9.55 28.4 75 51.96 4 13.21 38.68 53.46 73.27 176.21 112.57 0 5 7 0 60 14 41 57 76 50 76 29 178 121 238 228.17 JUNE 2020 ALL EMPLOYEES ALL NUMBER NUMBER (HEADCOUNT) participation, with 10 females now leading across the females now leading across participation, with 10 in people was an 8% increase There organisation. arrangements - both males and working in part-time - and those secondary carers females primary and supports The organisation transitioning to retirement. and secondary of the primary the changing roles to support work- flexibility for staff offers and carers life balance. consisted of 2.1% Aboriginal The 2019–20 workforce continued Strait Islander employees. We and Torres of the that 3% a 2020 target to work towards Strait Islander Aboriginal and Torres are workforce people. with engagement Further details regarding is Strait Islander communities Aboriginal and Torres available in our Diversity and Inclusion Strategy. Gender Women Workforce Demographics Workforce WORKFORCE DATA WORKFORCE has a People Strategy to Water Goulburn Valley in right people with the right skills are the ensure services to our to deliver excellent the right roles Executive Management customers. With a renewed continued a business-wide at the helm, we Team which identified a need for in 2019–20, restructure in the innovation and digital areas. nine new roles embracing diversity and Our focus also continued for all inclusion and enhancing our representation aim to increase and levels, with a particular roles female participation at every level of Goulburn Water. Valley male representation had 50% female and The Board Team in 2019–20. The Executive Management General had a split of 50% male and 50% female to the Managing through Managers reporting management-level female increased We Director. ORGANISATIONAL CAPABILITY ORGANISATIONAL Men Self-described Age 15-24 25-34 35-44 45-54 55+ Classification Customer Service Centre Operations Administrative/Technical Administrative/Technical Managers Executive Management Other TOTAL EMPLOYEES TOTAL NOTE: Employees have been correctly classified in workforce data collections. classified in workforce NOTE: Employees have been correctly
Goulburn valley water ANNUAL REPORT 2019| 2020 20 | ORGANISATIONAL CAPABILITY Goulburn valley water ANNUAL REPORT 2019| 2020 21 | ORGANISATIONAL CAPABILITY 5 0 7 0 1 24 12 .3 FTE 1 22 5 0 7 0 4370 40.51 43 67.99 42.35 8424 82.92 65 56.71 12 62 58.46 110 102.39 165 164.60 230 reportable instances reportable JUNE 2019 JUNE ALL EMPLOYEES ALL no HEADCOUNT were were e 1 0 1 1 0 0 3 0 0 0 1 2 0 0 3 PART-TIME ater's terms and conditions of employment. ater's terms and conditions 2019–20, ther (HEADCOUNT) Public Administration Act 2004. each of the Public Administration .31 FTE equivalent) on 30 June 2019. 3 0 2 3 3 2 4 0 7 0 2 2 0 11 13 alley W ou can find the Enterprise Agreement on our Agreement ou can find the Enterprise of br defines Goulburn 2018 The Enterprise Agreement V Y website. Demographics Workforce On June 2020: (228.17 Goulburn Valley Water employed 238 staff 230 staff Full Time Equivalent (FTE)) compared to (221 The proportion of women was 23% compared to of women was 23% compared The proportion 26% on 30 June 2019. Goulburn Valley Water has procedures and has procedures Water Goulburn Valley to support this approach practices in place that employment. During NUMBER NUMBER FIXED TERM AND CASUAL AND TERM FIXED (HEADCOUNT) 0 0 5 0 10 56 FTE 73.2 51.46 36.08 69.47 46.55 28.40 49.36 213. JUNE 2020 0 20 164.20 0 4 9 7 2 0 2 2 0 18 106.96 20 22 PART-TIME ONGOING (HEADCOUNT) 0 5 0 0 46 65 45 72 96 27 37 10 34 163 200 FULL-TIME FULL-TIME Public sector employees have a reasonable against unfair and avenue of redress and the development of treatment unreasonable (in the case of public service is fostered a career public service bodies). Public sector employees are treated fairly and fairly treated Public sector employees are reasonably Equal employment opportunity and human rights Employment decisions are based on merit based are Employment decisions (HEADCOUNT) • • • • Employment and Conduct Principles and Conduct Employment is committed to the Water Goulburn Valley outlined by the State employment principles Act the Public Administration Services Authority in 2004. a set of principles The legislation prescribes employment, which to underpin public sector sector bodies to establish heads of public require that ensure: employment processes 7 0 0 5 FTE 52.2 28.4 51.96 13.21 38.68 53.46 73.27 59.55 112.57 176.21 7 0 0 5 76 29 60 14 41 57 76 50 121 178 238 228.17 JUNE 2020 ALL EMPLOYEES ALL NUMBER (HEADCOUNT) Operations Administrative/Technical Managers Executive Management Other EMPLOYEES TOTAL data collections. classified in workforce NOTE: Employees have been correctly Workforce Demographics Workforce Gender Women Men Self-described Age 15-24 25-34 35-44 45-54 55+ Classification Customer Service Centre 22 Goulburn valley water
HEALTH, SAFETY AND WELLBEING | ANNUAL REPORT 2019| Goulburn Valley Water has a goal to achieve zero What TRIFR is and why Goulburn harm to employees and contractors. Valley Water reports in this way
The Safety Strategy 2016-21 was reviewed in Total Recordable Injury Frequency Rate (TRIFR) is a 2019–20, and a new Strategic Safety Plan 2020-23 safety measure that records Lost Time Injuries and was developed and approved by the Board in May Medically Treated Injuries monthly, reporting it as
2020 2020. This strategy has actions to build a culture of a number in a 12-month rolling frequency rate per safety leadership at every level at Goulburn Valley million man hours graph. This lag measure gives a Water. This mindset will result in cultural change monthly indicator of injury rates and is used as a throughout the organisation that will help keep safety performance measure. employees, contractors and visitors safe.
A range of in-field safety leadership programs have commenced and will continue to be delivered over the next few years. It is expected that we have no injuries or incidents.
Monthly Rolling Total Recordable Injury Frequency Rate 2019–20
Number of incidents (per million hours)
ORGANISATIONAL CAPABILITY 45
40
35
30
25
20
15
10
5
0 JULY AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN 2019 2019 2019 2019 2019 2019 2020 2020 2020 2020 2020 2020
TARGET ROLLING TRIFR
Lost Time Hours
• Number of Lost Time Injuries (LTI) recorded during 2019–20 was six. Goulburn Valley Water has a firm commitment to “Zero Harm”.
• Number of Lost Days for 2019–20 was 157. 23 Goulburn valley water
Lost Time Hours
Number of hours lost (per million hours worked) | ANNUAL REPORT 2019| 12,000
10,000
8,000
6,000
2020
4,000
2,000
0 JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN
2015–16 2016–17 2017–18 2018–19 2019–20
Lost Time Incident Frequency
Number of incidents (per million hours worked)
65 ORGANISATIONAL CAPABILITY 60
55
50
45
40
35
30
25
20
15
10
5
0 JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN
2015–16 2016–17 2017–18 2018–19 2019–20 5 2.27 2019–20 0 0 2018–19 1 0.45 ocess implemented 4 1.84 New employee and contractor online safety induction pr and AS/NZS 4801:2001 Occupational Health Safety Management System audited for equipment training completed High pressure Water employees. Valley all identified Goulburn 37.27 49.09 52.37 77.27 26.36 28.64 25.91 26.82 2016–17 2017–18 Occupational Health and Safety training continues to provide Water Goulburn Valley Occupational Health and Safety (OHS) effective have a dedicated OHS training to employees. We and Assessor who develops internal training Trainer Water’s Goulburn Valley designed to reduce and on external training organisations reliance to our needs. training that is tailored target provide • • • The onset of the coronavirus (COVID-19) (COVID-19) The onset of the coronavirus pandemic in early 2020 saw the implementation of a dedicated Incident Management Team. This included the development, implementation work and ongoing management of systems and transmission of the risk of practices to reduce 2020, Goulburn late March COVID-19. From from employees who could work Water Valley with home migrated to home work arrangements, operational employees working under revised in the field. This enabled us to maintain processes the supply of water and sewage services to our customers. The COVID-19 pandemic is expected Goulburn across requirements to influence safety future. for the foreseeable Water Valley $40, 431 $21,000 $45,034 $31,046 d claim includes Rate per 100 FTE* No. of ‘Lost Time’ Standard Claims No. of ‘Lost Time’ Standard No. of hazards/near misses for the misses for the No. of hazards/near year (per 100 FTE*) PERFORMANCE INDICATOR PERFORMANCE year (per 100 No. of incidents for the FTE*) Contractor safety engagement process developed licence renewed Asbestos removal Implementation of internal rescue teams for Implementation of internal rescue high risk task including: Confined Space Entry, at Heights and Excavation Working ChemAlert systems upgraded Claim Costs Claim cost per Standard Average Claims Hazards/ near misses reported • • • • Goulburn Valley Water is committed to continual Water Goulburn Valley of Occupational Health and Safety improvement of work-related Management and to the prevention also committed to are injuries and illness. We for environment a safe and healthy work providing our employees, contractors, customers, visitors and the general public. Occupation Health Water The Goulburn Valley every two years and and Safety Policy is reviewed Strategic Water’s is supported by Goulburn Valley Safety Plan 2020-23. The Strategic Safety Plan was developed with specific objectives to move a goal of “Zero towards Water Goulburn Valley Harm”. The strategic safety objectives achieved for 2019–20 included: payments to date and estimates of outstanding payments to date and estimates of outstanding Costs per claim costs as advised by WorkSafe. in 2019- Water for Goulburn Valley claim reduced 20. which is a good identified increased Hazards culture. safety indicator of an improved Occupational Health and Safety Policy * FTE - Full time equivalent The average cost per standar Performance against Occupational Health and Safety Measures and Safety Health against Occupational Performance MEASURE Incidents reported
Goulburn valley water ANNUAL REPORT 2019| 2020 24 | ORGANISATIONAL CAPABILITY Goulburn valley water ANNUAL REPORT 2019| 2020 25 | ORGANISATIONAL CAPABILITY VL Crane <10m – 8 employees Equipment – 9 employees High Pressure Working at Conduct Confined Space Entry, Heights and Excavation Rescue – 12 employees the diversity of reflects Recruit – our workforce the community in which we serve fosters and supports access Include – our culture and inclusion opportunities for Develop – we provide development and growth our committed to improving Lead – we are will innovate and lead the way to targets, community partnerships and provide create opportunities to be inclusive and diverse in all that we do. Hazardous Area Basics – 2 employees Area Hazardous – 1 employee HC Truck at Heights – 11 employees Working – 5 employees Incident Controller Scene – 28 Maintain Safety at Incident employees OHS Rep 5 day – 1 employee – 6 employees Construction Induction – 12 employees Rescue Training – 12 employees Rescue Refresher – 1 employee Coordinator RTW Safety Induction – 17 employees Side by Side – 4 employees FEL – 7 employees Tractor and Management – 8 employees Control Traffic – 35 employees Trench/Shore De-escalation – 26 employees Violence • • • • • • • • • • • • • • • • • • • • • • • The approach for each inclusion plan has been The approach based on the following four areas: Lesbian, Gay, Bisexual, Transgender and Intersex Bisexual, Transgender Lesbian, Gay, (LGBTI+) Inclusion Plan 2016-20 Accessibility Plan 2016-20. Workplace Gender Equity Plan 2016-20 Strait Islander Plan 2016- Aboriginal and Torres 20 Culturally and Linguistically Diverse Plan 2016-20 Goulburn Valley Water Induction – 30 employees Water Goulburn Valley Dogger – 2 employees MLO – 2 employees FEL Backhoe – 2 employees First Aid – 8 employees ID – 37 Hazard Water Goulburn Valley employees Breathing Apparatus – 12 employees Breathing Chainsaw – 5 employees Farm Chemical User – 4 employees CPR – 13 employees Confined Space Entry – 25 employees 4 x 4 Recovery – 6 employees AIIMS – 13 employees – 2 employees Auditor Training • • • • • Goulburn Valley Water’s Diversity and Inclusion Water’s Goulburn Valley Strategy 2016-20 focuses on key actions to build a workplace that embraces inclusion in all its forms our rich and varied that reflects and has a culture has worked Water Goulburn Valley community. diligently over the past four years in implementing to feel fully a range of actions to allow all staff supported, engaged and safe to be themselves. outlined in committed to a range of actions are We the following plans: DIVERSITY AND INCLUSION In 2019–20, Goulburn Valley Water conducted conducted Water Goulburn Valley In 2019–20, training for employees to internal and external and maintain skills in various develop knowledge both mandatory training and fields. This included best practice training. OHS training: • • • • • • • • • • • • • • 19 – 2018 1.8% of employees identify as being ATSI 40% Female 60% Male 12.8% 9%
20 – The Greater Shepparton LGBTIQ+ Committee Shepparton LGBTIQ+ The Greater activities and related Inclusion Committee Diversity and Water Vic Insights Program in Water Women Water Vic in Leadership Network Programs Women Network Pride in Water Network WaterAble Vic Shepparton Ethnic Council Operators Network Women WSAA Customer and Community Network WIOA an Aboriginal mapping of our heritage sites an Aboriginal mapping representatives Yorta together with Yorta Environmental Kilmore engagement for our representatives. Taungurung with project Offsets a Reconciliation Action discussions regarding Plan, to be developed in 2020-21 • • • • • • • • • • • • • The organisation continues to be a signatory to the to be a signatory continues The organisation with the Agreement local Algabonyah Employment community. Yorta Yorta consulted with Aboriginal Water Goulburn Valley on a range Strait Islander communities and Torres of initiatives including: Plans to develop key actions aligned to a new gender equality legislation began in 2019–20, to staff opportunities for more which will increase be involved in these activities. Several Goulburn Valley Water employees Water Several Goulburn Valley our participated in a range of activities within to lead the state community and across regional and activities. others in various inclusion programs This includes: PROGRESS 2019 PROGRESS 2.1% of employees identify as being ATSI 13% 12% 50% Female 50% Male direct MD reports GVW TARGET At least 40% male, 40% female by 2020 will 10% of our workforce speak another language other than English by 2020 10% will identify as having a disability by 2020 3% workforce is ATSI is ATSI 3% workforce based on geographical population by 2020 Executive Management Leadership level Culturally and Linguistically Diverse (Multicultural) People with a disability in the workplace INITIATIVE Strait Aboriginal or Torres peoples in Islander (ATSI) job roles Diversity and Inclusion Strategy Initiatives Goulburn Valley Water continues to integrate continues Water Goulburn Valley on a range of and education programs awareness year we established a new diversity topics. This Committee to identify Diversity and Inclusion things that enables staff better ways of doing groups of the different to understand the needs Additionally, the organisation. across represented of all, celebrate awareness we strive to increase Water fun. Goulburn Valley together and have some for our customers decision making can improve views that our diverse staff and community through them. represent continued running events Water Goulburn Valley strategies and learning activities, delivering on key in 2019–20 to engage our employees in inclusive Activities education and celebrating difference. It Wear Day, included International Womens’ Flag at Purple Day and the raising of the Rainbow recognising head office, Water’s Goulburn Valley mental National Sorry Day and NAIDOC Week, and such as recognition programs health awareness International Mens’ Day, support on RU OK Day, The Shepparton and International Disability Day. run again Ethnic Council Multicultural Bus tour was participating. with 25 of our staff was Framework A new Social Procurement in 2019–20 to Water developed by Goulburn Valley in line engage vendors, consultants and contractors Diversity and Inclusion Water with Goulburn Valley priorities. It was developed in line with government consultation with the guidelines and through Shepparton GROW Program. continued its commitment to Water Goulburn Valley in 2019–20. A our Aboriginal workforce increasing was developed that will new Aboriginal Traineeship the end of the 2020 calendar year. be filled before
Goulburn valley water ANNUAL REPORT 2019| 2020 26 | ORGANISATIONAL CAPABILITY Goulburn valley water ANNUAL REPORT 2019| 2020 27 | ORGANISATIONAL CAPABILITY Fraud, Corruption and Other Losses – 211 employees Cert IV Water Industry Operations – 1 employee Industry Operations Cert IV Water Development Journey Mapping – 20 employees Engagement training – 18 employees tour – 14 employees Cultural awareness courses – 4 employees Payroll – 6 Leaders (Leading Teams) Emerging employees - 20 The High-Performance Leadership Program employees HPLP Maintenance days – 14 employees – 1 employee Fairley Leadership Program Insights in Water The Inaugural Women – 1 employee Leadership Program – 1 Leadership Program Utilities WSAA – Young employee Internal leadership forums – 4 groups Network – 1 employee Intelligent Water Remote working (Getting set up) – 230 employees Diploma of Leadership and Management – 3 Diploma of Leadership employees Management - 1 employee Diploma Project Bachelor of Business – 1 employee Bachelor of Business Administration – 1 employee – 1 employee Cert III Agriculture – 1 employee Cert III Agriculture – 2 employees Industry Operations Cert III Water – 2 employees Treatment Cert III Water • • • • • • • • • • • • • • • • • • • • • • • Learning and development activities in 2019–20 Learning and development included: Supported: Leadership eLearning Completed: LEARNING AND DEVELOPMENT LEARNING People Strategy outlines Water’s Goulburn Valley our employees a commitment to developing of their ability and to to perform to the best We roles. for future further develop people to undertake learning support all employees their potential. fully realise and development to and technical training This includes compliance roles to perform their required and qualifications as well as developmental learning for career safety and leadership development, growth skills leadership, customer service skills and digital development. encourages all employees Water Goulburn Valley to develop their leadership skills in the business water industry. and the and within the region are Networking and leading in key projects our and promote important to gain exposure key talent. A range of face-to-face and online by all employees at completed training courses are Water. Goulburn Valley Water Valley Over the last five years Goulburn has encouraged all employees to participate this approach and in key leadership programs continued in 2019–20. Since the commencement internal projects many of our leadership programs, teams. by cross-functional have been delivered to leadership is about managing Our approach ourselves and others as whole people not just the person whilst at work. This extends to ensuring our include capability development, mental programs and improvements, and physical health promotion building and customer focused relationship programs. 2020, learning and June 2019 to March From development activities continued as usual. With (COVID-19) pandemic, the onset of the coronavirus many of the planned face-to-face learning activities put on hold or delayed, with several moving were possible. to an online delivery where ed with respect to waterways ed with respect no permanent or temporary transfers of water entitlements occurr did not seek to amend Water Goulburn Valley any of our Bulk Entitlements granted to no new Bulk Entitlements were Water Goulburn Valley met, and no all Bulk Entitlement conditions were experienced in meeting these difficulties were conditions, with the exception of the Euroa system detailed opposite. IWA – HR SIG – GVW’s High Performance High – HR SIG – GVW’s IWA Leadership Program Trial – Tariff WSAA Customer Forum WIOA Conference – BGA and Water Northern Climate Summit Resourcing – IWN Groups GBIWM Forum and Practitioner Funding Project – SMS IWN Knowledge Sharing Conference Events. Notifications during Prescribed • • • • • • • • • • ed. Temporary transfers are detailed in the transfers are ed. Temporary no permanent transfers of water entitlements occurr Entitlement Table 2019–20 Bulk Water all Goulburn Valley Water diversion points were Water all Goulburn Valley metering with approved in accord metered no amendments to these were There programs. programs Goulburn Valley Water did not submit any Water Goulburn Valley associated with the ‘making proposals allowances’ Bulk Entitlement clauses in place where were programs environmental no amendments to were and there required these programs IWA – Communications SIG – Community IWA Engagement Program WSAA Water Quality and Health Network – BGA Quality WSAA Water within the Central Goulburn Irrigation Districts • • • • BULK WATER ENTITLEMENTS BULK WATER has converted its rights to Water Goulburn Valley 47 of the water to Bulk Entitlements under Section Act 1989 for its water supply systems. Water for each of requirements the reporting Regarding Bulk Entitlements during Water’s Goulburn Valley common to all: 2019–20 the following clauses were WATER • • Conferences and Seminars and Seminars Conferences attended industry During the year employees and seminars and many specific conferences leading or part of. they are on programs presented commitment Water’s Valley This is part of Goulburn to opportunities for employees to provide and development and showcase their work of their achievements. Presentations be proud not limited to: included, but were
Goulburn valley water ANNUAL REPORT 2019| 2020 28 | WATER Goulburn valley water ANNUAL REPORT 2019| 2020 29 | WATER additional metering was installed to strengthen additional metering was installed to strengthen ongoing monitoring of this system. maintained a the amount of water stored maximum volume of 27ML for the full reporting period. The volume was 27ML in June 2020 the water level maintained a maximum level of period. The water 4.0m for the full reporting level was 4.0m in June 2020. the water level was 13.75m at the end of June was 13.75m at the the water level to an initial peak of 18.4m in 2019 and rose water level gradually mid October 2019. The to a low of 16.5m in mid January 2020, dropped this level until early March operating around was 19.6m at the end of 2020. The water level June 2020. were Town and Violet the townships of Euroa due to water resource on Stage 2 restrictions shortages during the year and every effort were the water resources was made to ensure efficiently managed. This included proactive to the new Abbinga Waterhouse transfers from reservoirs over the 12-month period, Goulburn Valley limit exceeded the annual extraction Water by 62ML or 10%. The majority of this was well undertaken whilst the system was flowing requirements above the minimum flow • • • • • • Water associated with the Longwood Bulk associated with the Longwood Water Mile Creek in the Nine Entitlement is stored During 2019-20: Reservoir. Water associated with the Euroa Bulk Entitlement Bulk Entitlement with the Euroa associated Water Polly McQuinns and in the Waterhouse, is stored During 2019-20: reservoirs. Abbinga No.1 and No.2 Sunday Creek Reservoir did not reach its full Reservoir did not reach Sunday Creek period capacity of 1,646ML during the reporting was 383ML at the amount of water stored to a peak of the end of June 2019 and rose 936ML in mid-July 2020. The volume gradually to a low of 676ML in mid January 2020, dropped this volume until early March operating around 2020.. The volume was 1,125ML at the end of June 2020 there was no returned water under Goulburn was no returned there River Murray Bulk Entitlement Water’s Valley 372.48ML credit received Water Goulburn Valley to the Goulburn water returned for recycled River at Alexandra and Eildon. This volume 2019 and included June included 21.57ML from June 2019, which was carried over. 18.2ML from there was no returned water under Goulburn was no returned there Mansfield Bulk Entitlement Water’s Valley the Numurkah diversion point has been adjusted the Numurkah diversion “the Murray Water, with Goulburn in agreement period, reporting distributor”. In the 2019–20 commenced discussions Water Goulburn Valley Land, with the Department of Environment, obtaining and Planning for support in Water an amendment by the Minister to the Bulk this to reflect Entitlement Conversion Order change. This adjustment necessitated the Creek the Broken transfer of entitlements from to the Katamatite diversion point. Entitlement Channel 6/6 was then taken at the Murray Valley the total volume diverted from the Delatite from the total volume diverted over the period of 2018–19 River for Mansfield This is below the bulk to 2019–20 was 1,572ML. over two years entitlement limit of 2,600ML • • • • • • In addition to these, during 2019–20 there were were there to these, during 2019–20 In addition for individual Bulk requirements several specific Entitlements including: • Water associated with the Broadford, Kilmore and Kilmore associated with the Broadford, Water in the Sunday Bulk Entitlement is stored Wallan During 2019–20: Reservoir. Creek (ML) -500 TOTAL -1,050 TRANSFERS - 6 7 3 - - - 11 (ML) 990 TAKEN VOLUME RAW WATER - - 50 2,330 - - (ML) BULK AVAILABLE ALLOCATION ENTITLEMENT - 22 - - - - 58 13 (ML) 15 23 23 30 82 30 84 114 92 50 89 62 44 99 1,050 45 64 28 14 74 56 44 36 19 75 75 36 20 20 BULK 916 112 1,068 471 221 300 508 577 350 825 76 358 -280 547 939 -130 206 170 487 -90 110 110 120 235 120 235 438 97 438 652 207 704 493 160 100 174 106 530 200 100 52 575 254 264 105 120 462 120 462 58 207 1,206 1,181 3,525 3,613 2,717 2,035 2,000 2,160 2,600 1,400 2,914 1,404 19 1,568 917 5,340 10,098 2,698 -6,640 2,875 2,876 1,990 1,990 1,300 1,059 1,300 645 784 46,881 54,897 30,499 -11,205 17,970 19,570 13,486 -5,600 ENTITLEMENT Pump Station Maroondah Hwy Bridge, Bonnie Doon Pump Station Maroondah Power Station, Eildon Pump Station SEC Hydroelectric Pump Station, Molesworth St, Mooroopna Pump Station Archer Pump Station Stevenson St, Murchison Nagambie Hwy, Pump Station Goulburn Valley Pump Station, Goulburn Weir Pump Station, Alexandra DIVERSION POINT DIVERSION Steavenson River Buxton Pump Station, Pump, Seven Creeks Thorton water supply intake, Rubicon River Delatite River Upper Delatite Diversion Weir, Creek Brewery Point Diversion Weir, Woods River Yea urban offtake, Yea Pump Station, Barmah Pump Station, Cobram Outlet No. 3127A, Katamatite Metered Pump Station, Nathalia Pump Station, Numurkah Channel 6/6 Outlet No. 6081A Murray Valley Metered Main Channel, Colbinabbin Western Waranga Main Channel, Corop Western Waranga East Goulburn Main Channel, Dookie Central Goulburn Channel No. 12/9, Girgarre West East Goulburn Channel No. 2/24, Katandra Central Goulburn Channel No. 9, Kyabram Main Channel, Rushworth Western Waranga Central Goulburn Channel No. 9, Stanhope Central Goulburn Channel No. 3/5, Tatura Central Goulburn Channel No. 3/5/6, Tatura Central Goulburn Channel No. 6, Tatura Central Goulburn Channel No. 28/9 and 16/28/9, Tongala Pump Station, Kirwan's Bridge Pump Stations, Seymour and Tallarook St, Shepparton Pump Station Welsford Metered Outlet No. 6422A, Picola Metered SOURCE Steavenson River and Mt Hut Creek Seven Creeks Nine Mile Creek Delatite River Steavenson River Mollisons Creek Seven Creeks Rubicon River Delatite River Honeysuckle Creek Creek Brewery River Yea River Murray BULK ENTITLEMENT NAME ENTITLEMENT BULK Yea BULK ENTITLEMENT BULK NUMBER TOTAL BEE071131 WSE000007 River and Eildon Goulburn Lower Goulburn River BEE071129 WSE000006 Channel System Goulburn Channel BEE049458 WSE000024 BEE070736 WSE000138 River Murray BEE049447BEE070062BEE049449 WSE000015 BEE049452 WSE000019 BEE049453 WSE000020 BEE049456 Pyalong WSE000021 Strathbogie WSE000022 Thornton WSE000023 Upper Delatite Town Violet Point Woods BEE049437BEE049440BEE049500 WSE000002 BEE049444 WSE000004 BEE016533 WSE000012 Buxton WSE000013 System Euroa WSE000014 Longwood Mansfield Marysville Bulk Water Entitlements 2019–20 2019–20 Entitlements Bulk Water ENTITLEMENT BULK NUMBER BEE049438 WSE000001 and Wallan Kilmore Broadford, Sunday Creek
Goulburn valley water ANNUAL REPORT 2019| 2020 30 | WATER Goulburn valley water ANNUAL REPORT 2019| 2020 31 | WATER
(ML) -90 -280 -130 -500 TOTAL 2,035 1,050 -6,640 -5,600 -1,050 -11,205 TRANSFERS 6 7 3 - - - - 50 19 97 50 52 56 76 28 14 11 13 62 19 36 (ML) 58 917 264 105 577 207 100 206 170 487 990 493 784 207 645 TAKEN 2,330 1,400 2,698 2,717 1,059 VOLUME 13,486 30,499 RAW WATER - - - - 20 (ML) 74 23 30 99 45 22 58 92 36 75 BULK 575 254 221 110 120 235 438 114 174 106 508 358 547 939 704 120 462 1,181 2,160 2,914 1,568 1,068 3,613 2,876 1,990 1,300 54,897 19,570 10,098 AVAILABLE ALLOCATION ENTITLEMENT ENTITLEMENT - - - - - (ML) 64 23 30 82 89 44 15 84 44 75 20 BULK 530 200 916 112 110 120 235 438 160 100 471 300 350 825 652 120 462 1,206 2,000 2,600 1,404 3,525 5,340 2,875 1,990 1,300 46,881 17,970 ENTITLEMENT Central Goulburn Channel No. 6, Tatura Central Goulburn Channel No. 3/5/6, Tatura Central Goulburn Channel No. 28/9 and 16/28/9, Tongala East Goulburn Channel No. 2/24, Katandra West East Goulburn Channel No. 2/24, Katandra Central Goulburn Channel No. 9, Kyabram Main Channel, Rushworth Western Waranga Central Goulburn Channel No. 9, Stanhope Central Goulburn Channel No. 3/5, Tatura Pump Station, Alexandra Hwy Bridge, Bonnie Doon Pump Station Maroondah St, Shepparton Pump Station Welsford Waranga Western Main Channel, Colbinabbin Western Waranga Yea urban offtake, Yea River Yea urban offtake, Yea Pump Station, Barmah Pump, Seven Creeks Thorton water supply intake, Rubicon River Delatite River Upper Delatite Diversion Weir, Creek Brewery Point Diversion Weir, Woods Pump Station, Cobram Main Channel, Corop Western Waranga East Goulburn Main Channel, Dookie Central Goulburn Channel No. 12/9, Girgarre Power Station, Eildon Pump Station SEC Hydroelectric Pump Station, Molesworth St, Mooroopna Pump Station Archer Pump Station Stevenson St, Murchison Nagambie Hwy, Pump Station Goulburn Valley Pump Station, Goulburn Weir Pump Station, Kirwan's Bridge Pump Stations, Seymour and Tallarook Buxton Pump Station, Steavenson River Buxton Pump Station, DIVERSION POINT DIVERSION Metered Outlet No. 3127A, Katamatite Metered Channel 6/6 Outlet No. 6081A Murray Valley Metered Outlet No. 6422A, Picola Metered Pump Station, Nathalia Pump Station, Numurkah SOURCE River Murray Channel Lower Goulburn River Sunday Creek Steavenson River and Mt Hut Creek Seven Creeks Nine Mile Creek Delatite River Steavenson River Mollisons Creek Seven Creeks Rubicon River Delatite River Honeysuckle Creek Creek Brewery River Yea BULK ENTITLEMENT NAME ENTITLEMENT BULK River Murray Goulburn Channel System Goulburn River and Eildon Broadford, Kilmore and Wallan Kilmore Broadford, Buxton System Euroa Longwood Mansfield Marysville Pyalong Strathbogie Thornton Upper Delatite Town Violet Point Woods Yea BULK ENTITLEMENT BULK NUMBER WSE000138 WSE000006 WSE000007 WSE000001 WSE000002 WSE000004 WSE000012 WSE000013 WSE000014 WSE000015 WSE000019 WSE000020 WSE000021 WSE000022 WSE000023 WSE000024 TOTAL BEE070736 BEE071129 BEE071131 Bulk Water Entitlements 2019–20 2019–20 Entitlements Bulk Water ENTITLEMENT BULK NUMBER BEE049438 BEE049437 BEE049440 BEE049500 BEE049444 BEE016533 BEE049447 BEE070062 BEE049449 BEE049452 BEE049453 BEE049456 BEE049458 DETAILS ed from two of Goulburn Valley ed from otal Transfers’ column indicates otal Transfers’ causing extended aluminum exceedances. causing extended aluminum exceedances. and unprecedented level of geosmin release. and unprecedented The volume of water taken for each Bulk of water taken for The volume in the table together Entitlement is shown volumes. A negative value with transferred in the ‘T allocation out of an assignment of water value indicates an the system, a positive allocation into the system. assignment of water temporary includes The total transfers figure transfers and transfers water trading, internal with recycled party irrigators to mix to third water. The Cobram transfer volume includes 35ML transferr Right entitlements. Water Water’s A persistent BGA bloom contributed to an organic A persistent BGA bloom contributed to an organic A persistent BGA bloom contributed to an organic chemical complexing reaction with natural organics with natural organics chemical complexing reaction with natural organics chemical complexing reaction system. The bloom was associated with a prolonged system. The bloom was associated with a prolonged A substantial BGA bloom occurred over the summer A substantial BGA bloom occurred months along the Murray River and supplied irrigation 3. 4. to the During 2019–20 we made eight submissions under Department of Health and Human Services and the Fluoride Code of Practice 2019, for repair maintenance works of fluoride dosing facilities in dosing interruptions. The most that resulted significant was the shutdown of the Shepparton 17 June 2019 until 22 fluoride dosing facility from of June 2020 to plan and facilitate the replacement fluoride a 1.2m dosing duct flowmeter that controls undertook dosing at very low dose rates. We review to a fluoride performance gap analysis the new associated with ascertain requirements was been developed and a code. A program gap consultant engaged to undertake performance works. improvement In addition, the Department of Health and Human reportable water Services was notified of one algae quality event (Section 22) and two Blue-green Acid Soluble Aluminium exceedances (BGA)-related for Kyabram and Rushworth. ISSUE Complaint Widespread Public Widespread Acid Soluble Aluminum Acid Soluble Aluminum Raw water volume taken for Broadford, Kilmore for Broadford, Raw water volume taken to the Sunday Creek relates and Wallan the Pumping from Bulk Entitlement only. 1,213ML of entitlement Goulburn River totalled with 960ML pumped during compared 2018–19. The ‘Bulk Entitlement Available Allocation Available The ‘Bulk Entitlement allocation plus (ML)’ column is the entitlement and spillable carryover minus 5% evaporation water write-off. Full details of Goulburn Valley Water’s performance related to safe drinking water are available in the Annual to safe drinking water are performance related Water’s Full details of Goulburn Valley Quality Report, published on our website in November each year. Water Numurkah Section 22 Non-Compliant Water Events 2019–20 Non-Compliant Water LOCATION TYPE NOTIFICATION Kyabram Section 18 Rushworth Section 18 WATER QUALITY WATER continued to perform well Water Goulburn Valley Safe of the Victorian against the requirements Act 2003 and Safe Drinking Water Drinking Water was There Regulations 2015 during the year. of our compliant ongoing continuous improvement System. Quality Management Drinking Water carried Regular verification of water quality was safe drinking water was supplied to out to ensure of the Monitoring customers. A detailed review and Plan was confirmed by an external consultant Human submitted to the Department of Health and and Services. The monitoring plan is site specific The risk based aligned with the raw water quality. and responsive monitoring plan is comprehensive, microbial, recognised fluid by incorporating most chemical and aesthetic parameters associated water risks. It enables response with our source to detections e.g. harmful algae escalation relating blooms, taste and odour compounds, natural material, silica, colour and other associated organic to changing raw water quality. parameters relating 2. Notes to Bulk Water Entitlements Entitlements Bulk Water Notes to table 1.
Goulburn valley water ANNUAL REPORT 2019| 2020 32 | WATER Goulburn valley water ANNUAL REPORT 2019| 2020 33 | WATER algae toxin analysis, DNA analysis and species morphology weekly sampling for cell counts/bio volume. • • Monitoring continued after the blooms declined with low detections of the BGA species still present, some additional intervention to address requiring potential taste and odour issues. The Kilmore system was supplied from the Tallarook the Tallarook from system was supplied The Kilmore the Goulburn River and pumps drawing from where No 3 Reservoir, pumping to Broadford to the Sunday Creek water was then boosted Sunday Creek of March. Reservoir up to the end supplying raw water Reservoir only recommenced 24 June 2020. Goulburn Valley from to Broadford system with the Kilmore also supplemented Water network Water Valley the Yarra water supplied from to 25 September 2019. through the Strathbogie operated by As irrigation bores over became unreliable Council in Euroa Shire early February 2020, Goulburn from summer, raw water arranged for tankering of Water Valley space, to supplement watering of parks and open supply. to minimise demand on the potable water with tankering of This was elevated during March, In total, Euroa. and Town potable water to Violet into these systems. delivered 13ML were water short term Operational issues required Doon, tankering at Pyalong, Longwood, Bonnie Merrijig and Rushworth on separate occasions during the year. pre-dosing into open raw water storage basins pre-dosing warning instrumentation (raw pre and improved current streaming swarm buoy, water pH probes, detectors, diatom dosing) • RAW WATER QUALITY WATER RAW The installation and operation of pre-dosing plants prior to units at selected water treatment of raw control this summer enabled improved algae (BGA) which by Blue-green water affected of facilitated better performance and reliability water treatment. persistent and were BGA blooms still occurred The following actions the summer. throughout raw water: of BGA affected enabled better control WATER RESOURCES WATER supplied by both the Goulburn and resources Water during strong remained Murray irrigation systems position the water resource 2019–20. However, storages was challenging for several of our major 2019–20, rainfall throughout due to below median and of the Euroa impacting on the catchments Management invoked Drought systems. We Kilmore systems during and Kilmore Plans for Euroa 2019–20. on towns were Water All Goulburn Valley 2019–20. Saving Rules during Permanent Water the efficient and sensible use The rules promote restricting customer of water without significantly Water Restrictions Stage 2 choice and flexibility. systems and Kilmore invoked on the Euroa were under our Bylaw No. 512 on 11 April 2019, Town, and Violet the towns of Euroa affecting and Heathcote East, Wandong Kilmore Kilmore, system The Kilmore Junction/Upper Plenty. to 6 November continued through restrictions continued system restrictions 2019 and the Euroa to 7 May 2020. through ML TOTAL WATER 115.0 832.0 243.0 564.0 609.0 853.0 979.0 775.0 195.0 404.0 534.0 519.0 28,033 1,176.0 1,481.0 2,457.0 2,367.0 1,329.0 12,601.0 ALL SOURCES ALL ML NON 11.0 56.0 39.0 79.0 74.0 51.0 88.0 40.0 56.0 TOTAL 108.0 233.0 166.0 772.0 121.0 198.0 111.0 131.0 153.0 2,487 REVENUE WATER REVENUE ML TOTAL 104.0 776.0 204.0 443.0 535.0 655.0 928.0 644.0 107.0 364.0 478.0 366.0 25,546 1,068.0 1,248.0 2,291.0 2,288.0 1,218.0 11,829.0 CONSUMPTION TOTAL 416.0 650.0 892.0 674.0 60,059 2,646.0 4,160.0 2,214.0 2,234.0 2,320.0 3,044.0 2,445.0 4,446.0 3,436.0 3,050.0 1,154.0 1,149.0 1,086.0 24,043.0 NUMBER OF NUMBER CUSTOMERS CUSTOMERS ML 19.0 58.0 32.0 83.0 WATER 406.0 389.0 616.0 117.0 104.0 178.0 196.0 342.0 183.0 103.0 244.0 VOLUME 11,505 5,228.0 1,683.0 1,524.0 68.0 81.0 71.0 322.0 484.0 187.0 115.0 273.0 135.0 428.0 266.0 284.0 397.0 366.0 150.0 125.0 135.0 6,421 2,534.0 NUMBER OF NUMBER CUSTOMERS NON RESIDENTIAL CUSTOMERS RESIDENTIAL NON L 5,034 3,197.0 5,723.0 5,902.0 4,697.0 5,768.0 5,408.0 3,614.0 3,793.0 5,616.0 4,210.0 3,382.0 5,543.0 3,303.0 2,392.0 4,999.0 4,395.0 5,478.0 4,494.0 ANNUAL WEEKLY WEEKLY ANNUAL RESIDENTIAL POTABLE RESIDENTIAL WATER CONSUMPTION WATER kL 262 166.0 298.0 307.0 244.0 300.0 281.0 188.0 197.0 292.0 219.0 176.0 288.0 172.0 260.0 229.0 285.0 234.0 124.0 ANNUAL AVERAGE CONSUMPTION ML 85.0 75.0 WATER 326.0 283.0 608.0 160.0 146.0 431.0 764.0 477.0 732.0 876.0 461.0 261.0 234.0 662.0 859.0 VOLUME 14,041 6,601.0 RESIDENTIAL CUSTOMERS RESIDENTIAL 951.0 348.0 569.0 777.0 603.0 53,638 1,961.0 2,027.0 1,004.0 1,024.0 2,324.0 3,676.0 3,039.0 2,684.0 2,185.0 2,616.0 2,179.0 4,162.0 21,509.0 NUMBER OF CUSTOMERS OF NUMBER Alexandra (Eildon & Thornton) Yea (Molesworth) Yea TOTAL Stanhope (Corop & Girgarre) Stanhope (Corop (Toolamba) Tatura Tongala Seymour (Avenel, Mangalore, & Mangalore, Seymour (Avenel, Tallarook) Shepparton (Ardmona, Dookie, Congupna, Cosgrove, Grahamvale, Katandra West, Kialla, Lemnos, Mooroopna, Orrvale, Raw Water, Mooroopna Shepparton East, Shepparton North & Tallygaroopna) Nathalia (Barmah & Picola) Numurkah (Katunga, Strathmerton & Wunghnu) Marysville (Buxton) (Colbinabbin & Murchison Rushworth) Nagambie (Goulburn Weir, Kirwan's Bridge & Nagambie Farm) Mushroom Kyabram (Merrigum) Mansfield (Bonnie Doon, Merrijig, Sawmill Settlement & Woods Point) Cobram (Katamatite & Yarroweyah) (Longwood, Longwood Euroa Town) East, Strathbogie & Violet Junction, (Heathcote Kilmore Upper Plenty & East, Kilmore Wandong) WATER DISTRICT WATER (Clonbinane & Broadford Pyalong) WATER CONSUMPTION WATER Consumption 2019–20 Water
Goulburn valley water ANNUAL REPORT 2019| 2020 34 | WATER Goulburn valley water ANNUAL REPORT 2019| 2020 35 | WATER ML TOTAL WATER 115.0 832.0 243.0 564.0 853.0 775.0 404.0 534.0 519.0 609.0 979.0 195.0 28,033 ALL SOURCES ALL ML NON 11.0 56.0 39.0 40.0 56.0 74.0 79.0 2,367.0 51.0 88.0 TOTAL 166.0 2,457.0 121.0 198.0 111.0 131.0 1,329.0 153.0 108.0 233.0 1,176.0 1,481.0 772.0 12,601.0 2,487 REVENUE WATER REVENUE ML TOTAL 104.0 776.0 204.0 364.0 478.0 443.0 535.0 655.0 928.0 644.0 107.0 366.0 25,546 CONSUMPTION TOTAL 416.0 650.0 892.0 674.0 60,059 NUMBER OF NUMBER CUSTOMERS CUSTOMERS ML 58.0 19.0 83.0 1,086.0 32.0 WATER 103.0 244.0 1,154.0 1,149.0 406.0 389.0 2,646.0 4,160.0 1,068.0 1,248.0 616.0 178.0 196.0 2,445.0 342.0 4,446.0 183.0 3,436.0 3,050.0 1,218.0 117.0 104.0 2,234.0 2,320.0 VOLUME 11,505 68.0 81.0 71.0 187.0 115.0 1,683.0 2,214.0 2,291.0 150.0 125.0 135.0 322.0 484.0 266.0 284.0 397.0 366.0 273.0 135.0 428.0 1,524.0 3,044.0 2,288.0 6,421 2,534.0 5,228.0 24,043.0 11,829.0 NUMBER OF NUMBER CUSTOMERS NON RESIDENTIAL CUSTOMERS RESIDENTIAL NON L 5,034 5,408.0 3,614.0 4,697.0 5,543.0 3,303.0 4,999.0 4,395.0 5,478.0 4,494.0 5,768.0 5,723.0 2,392.0 5,902.0 3,197.0 3,793.0 5,616.0 4,210.0 3,382.0 ANNUAL WEEKLY ANNUAL RESIDENTIAL POTABLE RESIDENTIAL WATER CONSUMPTION WATER kL 262 281.0 188.0 244.0 288.0 172.0 260.0 229.0 285.0 234.0 300.0 298.0 124.0 307.0 166.0 197.0 292.0 219.0 176.0 ANNUAL AVERAGE CONSUMPTION ML 85.0 75.0 WATER 160.0 146.0 876.0 461.0 261.0 234.0 662.0 859.0 608.0 283.0 326.0 431.0 764.0 477.0 732.0 VOLUME 14,041 6,601.0 RESIDENTIAL CUSTOMERS RESIDENTIAL 348.0 569.0 777.0 603.0 951.0 53,638 2,027.0 3,039.0 2,684.0 1,004.0 1,024.0 2,324.0 3,676.0 1,961.0 2,185.0 2,616.0 2,179.0 4,162.0 21,509.0 NUMBER OF CUSTOMERS OF NUMBER Stanhope (Corop & Girgarre) Stanhope (Corop (Toolamba) Tatura Tongala (Molesworth) Yea TOTAL Kyabram (Merrigum) Mansfield (Bonnie Doon, Merrijig, Sawmill Settlement & Woods Point) Marysville (Buxton) (Colbinabbin & Murchison Rushworth) Nagambie (Goulburn Weir, Kirwan's Bridge & Nagambie Farm) Mushroom Nathalia (Barmah & Picola) Numurkah (Katunga, Strathmerton & Wunghnu) & Mangalore, Seymour (Avenel, Tallarook) Shepparton (Ardmona, Dookie, Congupna, Cosgrove, Grahamvale, Katandra West, Kialla, Lemnos, Mooroopna, Orrvale, Raw Water, Mooroopna Shepparton East, Shepparton North & Tallygaroopna) Alexandra (Eildon & Thornton) (Clonbinane & Broadford Pyalong) Cobram (Katamatite & Yarroweyah) (Longwood, Longwood Euroa Town) East, Strathbogie & Violet Junction, (Heathcote Kilmore Upper Plenty & East, Kilmore Wandong) Water Consumption 2019–20 Water DISTRICT WATER In 2019–20 the number of water customers serviced customers serviced the number of water In 2019–20 by 1.5%. The grew Water by Goulburn Valley 2.9% from decreased total annual consumption to 25,546ML in 2019–20. 26,296ML in 2018–19 Goulburn Valley across Below median rainfall in higher operational footprint resulted Water’s the majority of the customer demand throughout average Water’s period. Goulburn Valley reporting for the last five years (2015–16 annual consumption to 2019–20) is 24,915ML. total Water’s In consideration of Goulburn Valley leakage index the infrastructure water, non-revenue in the distribution losses (ILI), an indicator of real 1.90 in 2018–19 by 19.6% from system, decreased from to 1.53 in 2019–20. Real losses decreased connection/day in 2018–19 to 100 litres/service connection/day in 2019–20; and 80 litres/service of mains/day in 2018–19 3.23kL/km from decreased to 2.61kL/km of mains/day in 2019–20. Goulburn Valley Water does not have any Water Goulburn Valley customers. water or stormwater recycled Total Non-Revenue Water includes leakage includes Non-Revenue Water Total usage and We do not meter firefighting figures. to comprise water consider other non-revenue water associated with maintenance activities and this water is not metered. Treated Water Volume comprises both potable Volume Water Treated It also includes and non-potable consumption. (201ML) and raw by standpipes water delivered water deliveries (344ML). based on were Annual and weekly averages the 2019–20 year. The number of customers excludes vacant The number of customers Residential customers (2,618) and properties. customers (469). Non-residential RESIDENTIAL WATER CONSUMPTION RESIDENTIAL WATER 5. 4. 2. 3. Notes for Water Consumption table: Consumption Water Notes for 1. Goulburn Valley Water services an estimated Water Goulburn Valley is permanent population of 130,244. This estimate a based on the 2016 Census data and represents on the estimate for 2018–19. 1.5% increase The average daily consumption of drinking water population for our estimated permanent residential per person in 2019-20. was 323 litres
Goulburn valley water ANNUAL REPORT 2019| 2020 36 | WATER Goulburn valley water ANNUAL REPORT 2019| 2020 37 | WATER 4 1 1 0 1 1 3 11 NUMBER OF CUSTOMERS OF NUMBER These figures do not include consumption from our consumption from do not include These figures plants or wastewater treatment other depots, water management facilities. Equal to or greater than 200ML and less than 300ML than 200ML Equal to or greater and less than 400ML than 300ML Equal to or greater than 400ML and less than 500ML Equal to or greater than 500ML and less than 750ML Equal to or greater than 750ML and less than 1000ML Equal to or greater than 1,000 ML Greater TOTAL Customer by Volume Range 2019–20 Customer by Volume VOLUMETRIC RANGE - ML PER YEAR and less than 200ML than 100ML Equal to or greater During 2019–20 Goulburn Valley Water had 11 Water During 2019–20 Goulburn Valley at any customers that used 100ML of water or more one site. NON RESIDENTIAL USERS CORPORATE WATER CONSUMPTION WATER CORPORATE Administration Office in The Shepparton Regional in 2019–20 which used 894kL of water Fryers Street to 2018–19. compared increase a 30% represented equates to 599 litres This water consumption of office space and 9.9kL per metre per square (FTE) employee. The figure Full Time Equivalent of the water fountain and includes the operation of the public hydration station installed in front administration office. participating in water conservation programs. PARTICIPATION IN WATER CONSERVATION PROGRAM CONSERVATION WATER IN PARTICIPATION Valley Water does not keep a record of customers does not keep a record Water Valley (EREP) became voluntary for businesses, Goulburn While there were no industry specific water were While there managed by Goulburn conservation programs Water Victorian the the year, during Water Valley has been developed Efficiency Strategy (VWES) Some industries continued to assist in this area. water and improve to optimise water usage possible. conservation where In 2019–20 we worked closely with several while at the same and expand, industries to grow demand through water time encouraging reduced optimisation. and system conservation, recycling contributed to an While this industrial growth we support growth in water consumption, increase and social prosperity economic as vital to regional the food from water users were Our largest vitality. industries. processing Since the Environmental and Resource Efficiency Plan and Resource Since the Environmental Industrial Customer Water Users Industrial Customer Water CUSTOMER Milk Industries (Tatura) Tatura TARGET YOUR WATER USE WATER YOUR TARGET promoted Water Valley During the year Goulburn Use initiative. This Water Your the Target to water approach collaborative water industry residential and business efficiency encourages to use their water Victoria customers in regional for Victoria This long-term action of Water wisely. priority for Goulburn Valley will continue to be a water and will assist to secure in 2020-21 Water liveable and more greener supplies and create to ongoing response In communities into the future. in the Euroa/Violet water shortages and restrictions Junction/Wandong and Kilmore/Heathcote Town Every Drop a high-level we introduced supply areas, which Counts dedicated water efficiency program, Your key messages under Target also promoted Use. Water Murray Goulburn Co-operative (Cobram) SPC (Shepparton) Soup (Shepparton) Campbell’s Foods (Shepparton) Freedom and Sons (Tongala) Greenham H.W. Nestle Foods (Tongala) GrainCorp Oilseeds (Numurkah) Bega Cheese (Strathmerton) Shepparton City Council Showgrounds Greater (Shepparton) Gouge (Mooroopna) 2019–20. than 100ML of water during Customers listed used equal to or greater
Goulburn valley water ANNUAL REPORT 2019| 2020 38 | WATER Goulburn valley water ANNUAL REPORT 2019| 2020 39 | ENVIRONMENTAL SUSTAINABILITY commencement of the Shepparton High Rate commencement of the Lagoon (HRAL) cover replacement Anaerobic Project, Offsets Environmental the Kilmore under licence completion and operating conditions. • • Monitoring and odour control projects continued projects control Monitoring and odour with our Sewer to be undertaken in accordance This incorporates Odour Management Strategy. and following up on an odour monitoring program had an odour Numurkah complaints. As a result, and filter installed at the number 1 pump station in Ozone was trialled at a major pump station Shepparton. During 2019–20, we experienced six Environment spill events. This was Authority notifiable Protection the same as 2018–19. desludging of lagoons at Cobram and Tongala aeration at Alexandra, Marysville and improved Facilities Management Kyabram Wastewater RECYCLED WASTEWATER REUSE WASTEWATER RECYCLED generally favourable Climatic conditions were early during the 2019–20 irrigation season. The the chance of maximising reduced autumn break 88% around reused irrigation opportunities. We to irrigate crops, water produced of the recycled and community facilities including golf pasture courses. desludged the Cobram and Tongala We Management Facilities. Approximately Wastewater from removed 3,821 dry tonnes of biosolids were both facilities and stockpiled onsite. The biosolids reused as a soil conditioner in will be beneficially Environmental As part of the Kilmore the future. a further 1780 tonnes of biosolids Project, Offsets reused in 2019–20. was beneficially • • WASTEWATER MANAGEMENT WASTEWATER operates 26 wastewater Water Goulburn Valley but The facilities vary, management facilities. utilise lagoon type treatment predominantly water to a Class C capable of treating processes irrigation. One suitable for agricultural standard via to stream for return of the facilities is licenced of the facilities treat and three project an offsets facilitate to water to a tertiary standard recycled times of the year. to waterways at designated return aimed at continuous an extensive program have We Examples wastewater management improvement. or underway in completed of the varied projects 2019–20 include: ENVIRONMENTAL SUSTAINABILITY ENVIRONMENTAL We have been We We have been working closely with have We Strathbogie Shire, the Kilmore Racing Club Racing the Kilmore Strathbogie Shire, water recycled and State agencies to progress recycled in fit-for-purpose that will result projects spaces wastewater being used to maintain green and Kilmore, for public use in the towns of Euroa to the highly susceptible both of which are change. and climate impacts of drought Environmental OffsetsEnvironmental Project: Protection by the Environment granted approval an Environmental Authority to implement which will see the at Kilmore, Project Offsets wastewater and application of treated discharge being measures rehabilitation of stream health stream improve used to significantly was in a degraded catchment. This project completed during 2019–20 Use of Recycled Water for Greening Public Spaces: • • this framework has to environment and water this framework has to environment will continue to provide We quality protection. strategy reviews. support for future involved in the is currently Water Goulburn Valley non-mandatory initiative to periodically review Authority licence, to Protection its Environment water quality continues to meet the treated ensure expectations of community and stakeholders. We actively participate in the Smart Water Advice participate in the Smart Water actively We Networks Program. and Intelligent Water Program Government’s deliver the Victorian also We for eligible customers Community Rebate Program, reduce to undertake water efficiency works and their water use. : Integrated Water Management Forums Management Water Integrated We have facilitated forums with local councils, have We stakeholders water agencies and environmental Management an Integrated Water to produce (SDS) for the Statement Strategic Directions local councils and will continue to support region the SDS the initiatives identified in to progress Goulburn Valley Water is committed to regional is committed to regional Water Goulburn Valley and productive to resilient objectives that aspire in acknowledge our role catchments. We management that focuses on environmental partnerships with government strengthening to agencies, industry and community groups capacity to influence and improve improve waterway objectives. is involved in high level Water Goulburn Valley and improving aimed at protecting policy reforms and the social and water environments Victoria’s a also played economic values they support. We role in the framework development of a significant the importance recognising level strategy, regional VICTORIAN WATERWAY MANAGEMENT STRATEGY MANAGEMENT VICTORIAN WATERWAY • SUSTAINABLE WATER USE WATER SUSTAINABLE embraces the principles Water Goulburn Valley planning and the role of integrated water cycle communities. our regional water plays in enhancing to holistic approach have a long-term and We that includes an Urban water supply planning Strategy and Conservation Water Strategy, Water Response Plans. These strategies enable Drought region and considers planning that is specific to our with management sustainable water source to adapt to a changing climate. measures been actively working with stakeholders have We to influence local water cycle the region across local outcomes. These initiatives include supporting via integrated towns councils to achieve greener recycling, wastewater water solutions, treated small-town and sustainable biosolids reuse servicing. Initiatives for 2019–20 included:
Goulburn valley water ANNUAL REPORT 2019| 2020 40 | ENVIRONMENTAL SUSTAINABILITY Goulburn valley water ANNUAL REPORT 2019| 2020 41 | ENVIRONMENTAL SUSTAINABILITY Goulburn Valley Water’s Environment Plan 2018-23 Environment Water’s Goulburn Valley strategic to guide our reviewed has been recently management initiatives. environmental years, we took a focused approach During previous native vegetation at Goulburn Valley on increasing Water sites and in 2019–20, Goulburn Valley Water expanded this initiative to include non-Goulburn as part of the Kilmore properties Water Valley Biodiversity actions Project. Offsets Environmental during Water undertaken by Goulburn Valley 2019–20 included: Goulburn Valley Water contributes to catchment Water Goulburn Valley to at state level that relate management issues planning scheme land policy decisions involving and septic tank use, water quality developments leading a project currently management, and is and state agencies to on behalf of local councils for small town process the decision-making improve domestic wastewater management. VICTORIAN BIODIVERSITY STRATEGY is committed to sustainable Water Goulburn Valley of management. The Department resource and Planning, in Land, Water Environment, Catchment conjunction with the Goulburn Broken the Management Authority (GBCMA), provides for biodiversity issues in major strategic direction Catchment. the Goulburn Broken our initiatives support local and regional ensure To continues Water ecosystem values, Goulburn Valley partnerships with the GBCMA to facilitate project leader and is a recognised and community groups of biodiversity-based community education in the region. GOULBURN BROKEN REGIONAL CATCHMENT STRATEGY CATCHMENT BROKEN REGIONAL GOULBURN acknowledges the Water Goulburn Valley Regional Broken importance of the Goulburn support into the and provides Catchment Strategy land, water and biodiversity planning to improve resources. involved in catchment partner actively are We and water quality protection forums that support as the catchment, across measures improvement strategic well as participation in developing a more issues involving Integrated to regional approach of this for Management. Key examples Water Water’s 2019–20 have been Goulburn Valley council, state with local collaborative approach agencies and catchment management authorities Plans for Management to develop Integrated Water of Shire the towns of Nagambie, Nathalia and the Campaspe. Trust for Nature site to offset ingress into site for into ingress site to offset for Nature Trust wetland construction treatment planted as part of the upgrade and Trees duplication of Abbinga Reservoir in Euroa Storage Hill Clear Water Shrubs planted at Wallis in Seymour during upgrade works Offsets Environmental As part of the Kilmore 71 14.6 km of fencing has protected project, and along the Kilmore ha of riparian frontage and This includes 3941 trees Kurkurac Creeks. (An areas. shrubs planted in the protected seeded with was direct additional 3 ha area species). understorey Weed spraying programs implemented at all implemented spraying programs Weed managed by us facilities and properties undertaken at Murchison measures Fox control Wastewater and Stanhope-Rushworth Management Facilities at wastewater Management of habitat areas flora and management facility sites to improve fauna species gain Management Facility Wastewater Kilmore covenanted area for Nature encompasses a Trust wetlands adjacent to the treatment vegetation established at Mid and understorey basin retention Shepparton Operations Centre vegetation Nest boxes and mid-storey Management Wastewater established at Kilmore Facility PROGRESS DURING 2019–20 DURING PROGRESS • • • • • • • • • • Weed free properties properties free Weed Increase native vegetation Increase on our properties native vegetation Increase on non-GVW properties Control of fox, rabbit Control numbers to and rodent impacts negative prevent on native habitat and crops Manage habitat on our properties TARGET Biodiversity Actions OBJECTIVE control Weed Encouraging a net gain of flora and fauna Encouraging a net gain of flora and fauna Vermin control Vermin Management of native flora and fauna
Goulburn valley water ANNUAL REPORT 2019| 2020 42 | ENVIRONMENTAL SUSTAINABILITY Goulburn valley water ANNUAL REPORT 2019| 2020 43 | ENVIRONMENTAL SUSTAINABILITY In 2019–20, Stage 1 of the Renewables Program In 2019–20, Stage 1 of the Renewables Program 2 installation of approximately through progressed installed MW of solar panels and the majority of the the end of 2019- towards energised systems were 20. Sites for Stage 2 of the Renewables Program during 2019–20, with identified and scoped were delivery scheduled for 2020-21. Initial scoping potential scale solar at three began into large When finalised, locations within our service area. will be used to guide decision-making this report moving forward. engaged with customers via the Customer We was consulted The group Carbon Advisory Group. on the options available to achieve the target. when managing infrastructure; and developed new when managing infrastructure; services for the growing water and wastewater catchment population. programs reporting An example of our community in our Environment to SEPP obligations is Agency Licence Annual Performance Protection available on our Statement which is publicly website. Goulburn Valley Water produces carbon emissions produces Water Goulburn Valley activities such as electricity use for pumping from wastewater from emissions and aeration, direct and the combustion of fuel to processes treatment vehicles, generators and diesel for energy provide pumps. total net emissions to to reducing committed We 37,416 tCO2e by 2024-25 as part of the Statement of Obligations – Emissions Reduction. Key include planned to achieve this target programs Performance and Energy the Renewables Program Program. CARBON EMISSIONS CARBON EMISSIONS STATE ENVIRONMENT PROTECTION POLICY (WATERS) POLICY PROTECTION ENVIRONMENT STATE Goulburn Valley Water incorporates the core incorporates the core Water Goulburn Valley Policy (Waters) Protection State Environment when delivering water and (SEPP) commitments our service area. across wastewater services managed pollution is appropriately This ensures of of protection a high standard to provide uses and to quality for beneficial environmental deliver the best outcome for the community. embedding this through demonstrated We within monitoring environmental high standard implemented accredited the catchment. We and management processes environmental to achieve SEPP obligations programs reporting 44 Goulburn valley water
CLIMATE ADAPTATION | ANNUAL REPORT 2019| Goulburn Valley Water plans for climate change • holding water resource entitlements in the adaptation and applies the Guidelines for Assessing Murray and Goulburn systems sufficient to meet the impact of Climate Change on Water Suppliers demand/inflow impacts of climate change to in Victoria. We consider the anticipated impacts 2065; that changing environmental conditions will have • UWS outcomes that are reflected in the on our water resources. This includes warmer, drier
2020 corporate Infrastructure Program and projects in climate conditions, more intense rainfall and more the next five years such as: frequent extreme events predicted for the future.
• Intelligent metering trial to reduce peak During 2019–20 we actively participated in water demand Integrated Water Management initiatives to ensure
appropriate water resource management in the • Water leakage improvement program face of climate change. We provided input to state climate adaptation strategies and participated in • Euroa raw water storage augmentation water sector climate change strategy workshops • Kilmore and Mansfield Environmental Offsets as well as the Department of Environment, Land, Projects Water and Planning Hume Region Environmental
Forums. • an Annual Water Outlook that is updated on a quarterly basis to forecast raw water storage Goulburn Valley Water also plans for climate levels and appropriate actions; and adaptation via its Urban Water Strategy (UWS) to
ENVIRONMENTAL SUSTAINABILITY ensure adaptive supply resilience for the long and • greenhouse gas reduction programs such as: short to medium term. This includes: • Solar Renewables Program • reflecting Bureau of Meteorology (BoM) predicted stream yields versus Goulburn Valley • Energy Performance Program. Water predicted urban demand balance until 2065;
80,000
70,000
60,000
50,000
40,000
30,000
20,000
10,000
0 2011–16 2016–17 2017–18 2018–19 2019–20 2020–21 2021–22 2022–23 2023–24 2024–25 BASELINE TARGET
ACTUAL EMMISSIONS* PROJECTED EMISSIONS 45 Goulburn valley water
Total Greenhouse Gas Emissions (tCO2-e) GREENHOUSE GAS EMISSIONS (tCO -e) 2 | ANNUAL REPORT 2019| 2019–20 PROJECTED SCOPE 1 SCOPE 2 TOTAL VARIANCE PERFORMANCE INDICATOR EMISSIONS EMISSIONS EMISSIONS EMISSIONS %
Water Treatment and Supply 14,664 615 13,680 14,295 -3
Wastewater Treatment and 46,187 52,784 9,023 61,807 34
Management* 2020
Transport** 1,308 1,337 0 1,337 2
Other Activities 322 0 315 315 -2
Total Emissions (a) 62,481 54,736 23,018 77,754 24
Notes for Total Greenhouse Gas
Emissions (tCO2-e) table: Increased emissions in 2019–20 are a result of:
• The Shepparton Wastewater Management Facility (WMF). Influent to this facility increased in volume by 17% and COD load by 25%, which resulted in an increase of more than 14,000 ENVIRONMENTAL SUSTAINABILITY
tCO2-e from the single facility.
Net Emissions Trend
Total Net Emissions (tCO2-e)
80,000
70,000
60,000
50,000
40,000
30,000
20,000
10,000
0 2011–16 2016–17 2017–18 2018–19 2019–20 2020–21 2021–22 2022–23 2023–24 2024–25 BASELINE TARGET
ACTUAL EMMISSIONS* PROJECTED EMISSIONS
*The 2016–17 emissions figure has been corrected since it was originally reported. Calculation improvements were adopted in 2017–18 which result in higher emissions for 2016–17 than originally reported. COMMENTARY COMMENTARY COMMENTARY be much higher. enewables program included enewables program 309 8,846 13,411 22,566 Our r approximately 2MW of solar panels approximately installed in 2019–20, with most systems solar energy use in 2020-21 is forecast to use in 2020-21 is forecast solar energy coming online in May/June. The amount of 0.3 71.9 71.9 309 2019–20 2019–20 7,765 renewables) or market-based options (such as a options (such or market-based renewables) Option examination Agreements). Power Purchase is continuing. and refinement on the cover replacing currently In addition, we are Facility’s Management the Shepparton Wastewater Lagoon. Once completed, this High Rate Anaerobic generated by the treatment will enable the biogas than in proficiently more be captured to process or used to generate the past and either flared ability to party). A greater electricity (by a third the biogas generated will in turn reduce capture emissions. 13,650 21,724 RENEWABLE RENEWABLE ELECTRICITY USED (MWH) - - - - - 20.5 20.5 0.09 2019–20 RESULT (MWH) 2019–20 RESULT (MWH) 2018–19 RENEWABLE RENEWABLE ELECTRICITY USED (MWH) 2. Hydroelectric 3. Wind 4. Biogas 5. Greenpower 6. Other (B) TOTAL PERCENTAGE RENEWABLE RENEWABLE PERCENTAGE ELECTRICITY = (B)/(A)*100 1. Solar Sewerage collection, treatment and recycling Sewerage collection, treatment (A) TOTAL Renewable Electricity Reporting INDICATOR PERFORMANCE Total Electricity Consumption Total ELECTRICITY USE TOTAL and supply treatment Water ENERGY CONSUMPTION ENERGY Other (office, workshops, depots, etc) Emissions in 2019–20 increased 21% from 2018–19. 2018–19. 21% from in 2019–20 increased Emissions customers in was due to industrial This increase their production increasing one of our major towns flow and COD load in increased resulting capacity, to leading management facility, into the wastewater 2018–19. Scope 2 emissions higher emissions than consistent with 2018–19. remained additional in emissions, Due to the increase 2 to achieve the TAKE required initiatives are During 2019–20, we Pledge of 37,416 t CO2-e. broken emissions, examined options to reduce into either asset-based options (such as large-scale
Goulburn valley water ANNUAL REPORT 2019| 2020 46 | ENVIRONMENTAL SUSTAINABILITY Goulburn valley water ANNUAL REPORT 2019| 2020 47 | ASSETS AND INFRASTRUCTURE To help identify assets for investigation, help identify assets To Asset and/or replacement, rehabilitation is used to Software Management Information data which supports asset performance record This software Asset Management decisions. and for replacement has been earmarked in 2020–21. implementation will begin impacted by coronavirus These works were (COVID-19) in the latter part of the financial year, and safety of our response with the introduction policy limiting interactions with customers for works The works works only. to emergency in backyards until the COVID-19 will not be re-instated program transmission risk has been reduced. SEWER MAIN REHABILITATION SEWER MAIN REHABILITATION WATER MAIN REPLACEMENT WATER 33km of sewer During 2019–20 approximately cleaned mains and 325 maintenance holes were (CCTV) Television and inspected by Closed Circuit Kyabram, Kilmore, Euroa, in Alexandra, Broadford, Mansfield, Nagambie, Nathalia, Rushworth, Seymour and Shepparton. In addition, 7.4km of sewer mains were based on their observed condition rehabilitated in Alexandra, Kyabram, Mansfield, Mooroopna, Town. Shepparton and Violet Numurkah, Seymour, Goulburn Valley Water identifies water mains for Water Goulburn Valley consequence history, by their failure replacement and pipe material. During 2019–20 of failure in Kilmore, 3.8km of water mains we replaced Town. Nagambie, Nathalia, Shepparton and Violet ASSET MANAGEMENT operates 1,884km of water Water Goulburn Valley sewers, and pressure mains, 1,338km of gravity 136 tanks and reservoirs, 348 pumping stations, 26 wastewater plants and 37 water treatment management facilities. to the System has regards Our Asset Management ISO 55000 and conforms international standard and Finance’s with the Department of Treasury Asset Management Accountability Framework. ASSETS AND INFRASTRUCTURE AND ASSETS 2 3 4 5 5 5 6 8 16 33 PERCENTAGE % % PERCENTAGE 2019–20 2018–19 ogram rollout of root cause analysis training cause of root rollout implementation of chemical storage tank maintenance strategy for implementation of change management minor works. ABB Smart Sensor Trial – Motor condition ABB Smart Sensor Trial monitoring tool – Maintenance strategy optimisation Modla Trial tool (AMCV) Value Asset Management Customer study SPS05 of Shepparton major refurbishment inspection development of cathodic protection and maintenance program. critical pipelines condition assessment Reservoir options assessment for Mansfield No.3 development of sewer rising main monitoring pr Tower options assessment for Cobram Water • • • with 2019–20 results and compares areas growth five years. The dominant those for the previous Shepparton, in 2019–20 were areas growth Seymour and Cobram, which Mansfield, Kilmore, account for 78% of all new lots. • • • • • • • • • Further initiatives planned for 2020-21 include: 2016–17 2017–18 5 4 15 6 20 4 28 17 8 54 44 12 9 14 31 11 16 43 101 34 20 0 13 13 48 34 25 24 41 48 81 2 0 24 51 36 63 111 123 74 143 101 127 145 153 353 165 291 286 310 2015–16 ogram d eview MADe Trial – Reliability focused tool for assets MADe Trial development of asset lifecycle management standar development of lagoon and storage condition assessment pr dam outlet tower design review Sunday Creek drone surveys of key facilities drone asset management framework and strategy r framework cause analysis development of root undertaken at root cause analysis significant Shepparton SPS01 tanks and towers condition assessments tanks and towers condition algae Response Program Blue-green sewer network construction code of review Alexandra Seymour Broadford Yea Tatura Mooroopna Cobram Mansfield Kilmore Major activities completed or initiated during Major activities completed Asset Water’s Valley 2019–20 as part of Goulburn planning and related Management Strategy included: TOP 10 GROWTHTOP 10 TOWNS 2019–20 Shepparton Development of New Lots In accordance with Goulburn Valley Water’s Water’s with Goulburn Valley In accordance statutory obligations and policies, new with provided are developments in the service area water and sewerage services at the time reticulated it is possible to do so. of development wherever across created During 2019–20, 811 new lots were The table below indicates the our service area. the 10 major distribution of these lots across • LAND DEVELOPMENT • • • • • • • • • • ASSET PROTECTION
Goulburn valley water ANNUAL REPORT 2019| 2020 48 | ASSETS AND INFRASTRUCTURE Goulburn valley water ANNUAL REPORT 2019| 2020 49 | CUSTOMERS AND COMMUNITY Asset Management System and all critical alarms Asset Management System area’s on immediately to the affected passed are Faults and During 2019-20 the district operator. customer to 4,650 responded Team Emergency issues. to water and sewer in relation requests the public with Services team assists The Property to water and sewer asset locations, connections connection enquiries. This can and other property and located outside the Water include properties over our Sewerage Districts, building structures the assets and metering enquiries. During 2019–20 812 new water connections and team processed to compared handled 28 customer calls per day, 2018–19. 880 new connections and 30 calls daily in The Land Development team works with to provide developers consultants and property water and sewerage assets for new subdivisions. to The land developer engages a consultant design and construct the assets to our standards. the In addition to meeting the costs of servicing to pay new subdivision, the developer is required the major water customer contributions towards and sewerage assets that service the property. assets At the end of the maintenance period, the we assume to us, where formally transferred are ongoing operation and maintenance responsibility. In 2019–20 the Land Development team completed new water and sewer works for 66 projects of 626 new allotments. A involving the creation by subdividing created further 185 allotments were serviced by existing Goulburn already properties to 59 This compares infrastructure. Water Valley in 713 new allotments, with a resulting projects, by utilising existing further 225 allotments created during 2018–19. infrastructure COMMUNITY SERVICE OBLIGATIONS COMMUNITY SERVICE a range of provides Water Goulburn Valley on behalf of the Victorian concessions and rebates Government. In 2019–20 the combined total of was $5.280 million, these concessions and rebates the including 16 customers assisted through Community Rebate Program. CUSTOMER SERVICE CUSTOMER has four customer service Water Goulburn Valley and Services, Property teams; Customer Accounts Services and the Services, Business Customer team. These teams 24-hour Faults and Emergency to assist customers and make their trained are easy and positive. experience with us quick, and Services team The Customer Accounts for issuing timely and accurate is responsible accounts, managing ownership and tenancy In changes and account collection activities. excellent 2019–20 the team continued to deliver an customer experience, meeting and exceeding Plan. The team in our Water performance targets 20,000 of distributed over 258,000 bills (around an average of and received these electronically) such 130 calls daily for a wide range of enquiries, high water consumption, as change of tenancy, metering and payment assistance. hours Our Asset Monitoring team operates 24 All customer every day of the year. per day, to service difficulties and faults are calls relating call is logged into and managed. Each received a work the Asset Management System, where to the relevant is generated and dispatched order of district operator for attention. On completion are the associated works, all actions and outcomes This and saved against the work order. recorded related team also monitors and manages process a complex Supervisory Control alarms through And Data Acquisition (SCADA) system, covering over 500 asset sites and operating 24 hours per critical considered Many of these alarms are day. drinking water and to the supply of safe, reliable in the recorded All are protection. environmental CUSTOMERS AND COMMUNITY CUSTOMERS $714 2019–20 $10,383 $13,084 $398,184 $211,609 $4,646,303 $5,280,277 $946 2018–19 $18,524 $401,522 $127,470 $4,512,345 $5,060,807 $724 2017–18 $20,198 $347,847 $156,400 $4,378,698 $4,903,867 $0 $578 Policy is reviewed and updated annually and can and updated Policy is reviewed poses a be viewed on our website. Family violence of our substantial risk to the health and wellbeing have a Customer Family Violence customers. We place to in processes policy and comprehensive family identify and support customers experiencing violence. a range of payment options to also provided We were assist customers; as at 30 June 2020 there 2,043 customers on active payment plans. Goulburn also assisted 433 customers who Water Valley due to undetected experienced financial stress water leaks during the year. 2016–17 $321,943 $106,809 $4,286,010 $4,715,340 $0 $318 2015–16 $284,842 $106,783 $4,290,798 $4,682,741 PAYMENT MANAGEMENT AND HARDSHIP MANAGEMENT PAYMENT During 2019–20, 408 customers accessed the assistance program, Government’s Victorian including the Utility Relief Grant Scheme. Our supported another Financial Assistance Program 31 customers left 112 customers. During the year, after successfully paying Program the Hardship their accounts. Most of these customers have off maintained their payment arrangements on an ongoing basis. SOCIAL AND ECONOMIC IMPACTS has a Financial Assistance Water Goulburn Valley experiencing in place to assist customers Program The Customer Accounts and financial hardship. Services team is trained to identify vulnerable their customers and encourage them to discuss non-payment surrounding personal circumstances obtain of accounts. The team then assists customers government or internal assistance. The Hardship Community Service Obligations Community COMMUNITY SERVICE OF VALUE PROVIDED OBLIGATION Pension concessions Water and Sewerage Rebate and Sewerage Water Scheme Utility Relief Grant Scheme Utility Relief Grant Scheme Life support machines Life support machines Hardship Allowances Hardship Community Rebate Program TOTAL
Goulburn valley water ANNUAL REPORT 2019| 2020 50 | CUSTOMERS AND COMMUNITY Goulburn valley water ANNUAL REPORT 2019| 2020 51 | CUSTOMERS AND COMMUNITY 85 232 918 311 1546 $168.27 $301.10 $437.02 ANNUM) $906.39 CASES 2019–20 OWNER (BASED ON OWNER 260 KILOLITRES PER ALL RELEVANT INDUSTRY 1 5 0 12 18 $168.27 $231.62 $437.02 ANNUM) 2019–20 $836.91 CUSTOMER IMPACTS CUSTOMER OWNER (BASED ON OWNER 200 KILOLITRES PER GOULBURN VALLEY WATER The number of cases received by EWOV for The number of cases received with compared Water 2019–20 for Goulburn Valley water industry cases is set out in the all relevant table below. consumption will reduce by 2% (real $); each year $); by 2% (real consumption will reduce 2018–19 to period from of the five-year pricing 2022-23. - a case where EWOV provides information to the customer to assist with a concern and information to the customer to assist with a concern EWOV provides - a case where - a case that EWOV refers to Goulburn Valley Water to resolve Water to Goulburn Valley - a case that EWOV refers - the investigation of a customer’s complaint about Goulburn Valley Water by EWOV Water complaint about Goulburn Valley - the investigation of a customer’s - a request from a customer to EWOV for general information from - a request Investigation EVOW contact definitions: Enquiry Unassisted Referral for further assistance Water the customer to the Goulburn Valley refers Assisted Referral The Energy and Water Ombudsman (EWOV), and Water The Energy funded by is an independent body Victoria, are member utilities to assist customers who or dissatisfied with some aspect of service the state. interaction with utilities around TOTAL Investigations Assisted Referral Unassisted Referral Enquiry Number of EWOV Contacts TYPE OF CONTACT ENERGY AND WATER OMBUDSMAN WATER AND ENERGY 2019–20 PRICE SCHEDULE PRICE 2019–20 (per annum) service charge Water Water Bill Pricing 2019–20 Water ($1.1581 per kL) volume charge Water annum) (per Sewerage service charge TOTAL WATER BILLS WATER Services with our Essential In accordance Price Plan 2018-23 Commission-approved bills residential Water Valley commitment, Goulburn A) 260 kL and B) 200kL for average consumption A survey of APF customers revealed that they were that they were revealed A survey of APF customers of Price Plan overall progress all satisfied with the 2018-23. feedback on topics including Customers provided better with different how to communicate ideas to increase as well as customers groups, have an platforms. We customer usage of online ideas that we these action plan in place to progress back on at next year's APF. will report the Carbon Also part of the Price Plan commitment, was established in that Customer Advisory Group making 2018–19, continued to assist with decision environmental Water’s to minimise Goulburn Valley impact and mitigate climate change. A workshop and was held in November 2019 to discuss design that will contribute delivery elements of projects A target. emission reduction to the organisation’s but second workshop was planned for June 2020 (COVID-19) restrictions, because of coronavirus as one-on-one engagement activity. was delivered surveyed over the phone members were Group for Scope 2 emissions about their preferences projects. Customers involved in the Annual Performance Forum and the Carbon Customer Advisory Committee will continue to be engaged through activities, possibly a combination of face- future to-face and online events, as well a custom-built engagement platform, ParticipateGVW. Our Annual Customer Satisfaction Survey indicated 95% satisfied with that, again, customers are the overall level of service that Goulburn Valley continued to see positive We provided. Water as a collective that in satisfaction measures results at the top end of industry benchmarks on all are key metrics. The biannual Brand Survey showed of Goulburn of perceptions a a strengtehening on all attributes amongst residents Water Valley responsive, environmentally efficient, measured; open and professional, trustworthy, responsible, committed to quality and supportive transparent, to will use the survey results We of community. our customer service and continue to improve communication. OUR COMMUNITY is committed to delivering Water Goulburn Valley To centric manner. its services in a customer values and priorities, better understand customer stakeholder engagement we undertake various activities. for Public use International Association We and principles to values Participating (IAP2) core customers with its engagement approach ensure are IAP2 processes and communities is appropriate. project key elements of both internal and external design and delivery. and update of the The annual review was Communications and Engagement Strategy with many in December, by the Board approved in community engagement highlights delivered Group 2019. The internal Customer Experience Governance Group) called the Customer (previously teams to bring customer-facing was restructured together in the first half of the year to discuss and improved new ways to continuously create customer experiences. Water Goulburn Valley The Communications and Engagement Strategy, along with the Customer Strategy and Stakeholder that all aspects ensure Engagement Policy, service delivery Water’s of Goulburn Valley consistently place the and transparent are The Customer Strategy, customer at the centre. Communications and Engagement Strategy and all available on our website. policies are related Continuing to deliver on Price Plan 2018-23 engagement activities, the Annual Performance group Forum (APF) was held with a representative of customers in June 2020. The purpose of the customer satisfaction with the Forum is to capture of our Price Plan, inform the design and progress and being delivered implementation of the projects planning. project input to future (COVID-19) social gathering Because of coronavirus the APF this year was run as a series restrictions, of four online sessions; each session themed to and future of specific projects focus on the progress priorities. For example, one session discussed on water taste and ways to customer preferences communication about water quality issues. improve
Goulburn valley water ANNUAL REPORT 2019| 2020 52 | CUSTOMERS AND COMMUNITY Goulburn valley water ANNUAL REPORT 2019| 2020 53 | CUSTOMERS AND COMMUNITY We also contribute to resilient and liveable cities and liveable cities to resilient also contribute We healthy communities via and towns and supports Counts Programs. and Every Drop the Choose Tap sporting and hospitality partnerships Choose Tap including with organisations continued in 2019–20 Football and Goulburn Valley AFL Goulburn Murray as local cafes and Association, as well Umpires continuing to participate in the program restaurants The Every Drop drinking tap water. to promote than 200,000 more reached Counts Program water months promoting people over the summer area. the service efficiency across delivered were than 133,600 SMS messages More under Goulburn to customers during the year, continuing Price Plan commitment Water’s Valley digital service notifications. As well as to improve including informing customers of significant events, in the continuation of Stage 2 water restrictions also sent messages system, they were the Euroa unplanned about water quality events, planned and were interruptions and seasonal conditions that such as impacting or could impact service delivery, frost hydration During 2019–20 we installed 8 permanent local councils stations in partnership with three water for free to provide and community groups Cobram, Mooroopna, communities in Tatura, and Tongala Merrigum, Katamatite, Murchison, Kyabram. ran 15 water cafes that engaged with Staff 4,500 customers and community approximately Five the service area. members at 7 towns across cancelled due to COVID-19 water cafes were however sponsorship of local schools restrictions the continued in the later part of 2019–20 through in need. delivery of water bottles to children St Anne’s College officially launched as Goulburn St Anne’s Water Only secondary school first Water’s Valley choosing water with students, teachers and staff as their drink of choice during school hours. National Water Week events and competitions Week National Water 23 towns involving 6100 across delivered participants; 4,096 Students from 47 kindergartens, primary 47 kindergartens, 4,096 Students from and secondary schools participated in Goulburn education and awareness Water’s Valley programs; 11 new schools joined the School Water each school (SWEP) with Efficiency Program having their water meter fitted with a data logger to detect leaks; • • • • The community and schools continued to and schools continued The community Flush It’ and Don’t Tap’, participate in the ‘Choose during the first half of 2019– Only’ programs ‘Water 20. a week amongst Week, During National Water 5713 and the community, of activities for schools 34 schools decorated from primary school students 3Ps message for the ‘Big door hangers with the aim of the competition Flush Competition’. The hang their door hanger on was that students would the door at home to spread their toilet/bathroom and visitors. message to their family resulted (COVID-19) restrictions Whilst coronavirus and community visits in school, kindergarten still many were 2020, there ceasing in March which community education highlights for 2019–20, included: Goulburn Valley Water supports the wellbeing of Water Goulburn Valley communities by considering recreational regional values in water management and working collaboratively with our catchment partners. This Land and we engaged with the Taungurung year, Council to discuss a partnership to create Water cultural and social opportunities and recreational, access at the old Seymour storage near Trawool. also identified by Opportunities for this site were customers in one of online Annual Performance not our active storages are Forums. Currently but accessible to the public for safety reasons, collaborating with other agencies to we are determine opportunities and potential amenities for access. recreational
6.8 2.5 ($,000) 2019–20 2019–20
- - - 6.6 2.8 ($,000) 2018–19 2018–19
6.0 2.4 ($,000) 2017–18
5.7 1.8 ($,000) 2016–17 2017–18 2016–17
5.8 2.0 0.6% 0.5% 0.8% 1.0% 0.8% 1.3% 1.1% 1.4% 1.6% 1.4% 10.5% 11.1% 11.3% 11.1% 12.0% ($,000) 2015–16 2015–16 108.1% 77.8% 91.4% 99.7% 72.2% 25,034 32,896 29,001 30,287 41,777 203,690 207,238 208,658 219,057 230,770 21,667 28,675 32,031 29,675 31,770 862,574 876,830 887,137 903,595 924,913 25,987 25,389 25,084 26,300 25,388 25,528 23,072 24,316 24,859 25,659 43,066 45,997 48,392 49,312 54,076 78,507 77,683 84,338 86,527 87,023 2,422 2,422 2,422 3,479 3,479 5,651 5,496 5,283 5,226 5,240 225,357 235,913 240,689 248,732 262,540 888,561 902,219 912,221 929,895 950,301 2,850 2,161 3,070 5,836 9,182 600 1,600 500 76,667 76,987 80,413 82,876 88,454 81,957 81,444 87,908 92,363 96,205 5,290 4,457 7,495 9,487 7,751 Payments for Property, Plant & Payments for Property, Equipment (incl Infrastructure) Net Cash Flows from OperationsNet Cash Flows from 26,036 25,070 25,717 29,377 29,856 Total Liabilities Total Non-Current Liabilities Non-Current Current Liabilities Current Total Assets Total Non-Current Assets Non-Current Current Assets Current Net Result Before Tax Net Result Before Total Expenditure Total Environmental Contribution Environmental Finance Costs Depreciation Expenditure Depreciation Return on Equity Operating Expenditure Return on Assets Interest Cover (Cash) (times) Interest Total Revenue Total Interest Cover (EBIT) (times) Interest Other Revenue Gearing Ratio Government Contributions Summary of Financial Performance INDICATOR PERFORMANCE Internal Financing Ratio FINANCIAL RESULT FINANCIAL Revenue Business Core FIVE YEAR BUSINESS PERFORMANCE FIVE YEAR Results Summary of Financial BUSINESS PERFORMANCE BUSINESS
Goulburn valley water ANNUAL REPORT 2019| 2020 54 | BUSINESS PERFORMANCE Goulburn valley water ANNUAL REPORT 2019| 2020 55 | BUSINESS PERFORMANCE - - - - $ FUTURE FUTURE (EX GST) EXPENDITURE EXPENDITURE $ 2019–20 (EX GST) EXPENDITURE EXPENDITURE $ 67,102 67,102 24,000 24,000 71,524 71,524 (EX GST) 207,470 126,620 80,850 440,063 359,213 80,850 PROJECT FEE provision of expert analysis and advice; and/or of expert analysis and provision or other development of a written report intellectual output.” TOTAL APPROVED TOTAL Consultancies the Act 1994 requires The Financial Management that of all consultancy engagements disclosure undertook in 2019–20 where Water Goulburn Valley as “a particular type of a consultancy is defined primarily to perform a contractor that is engaged facilitates decision task for an entity that discrete making through: • • The number of consultancies $10,000 or greater greater The number of consultancies $10,000 or was five for the 2019–20 period. The total was to these consultancies in relation expenditure $359,213 (excl. GST). for The number of consultancies less than $10,000 The total expenditure the 2019–20 period was four. was $30,920 (excl. to these consultancies in relation GST). Design Review of Sunday Creek Design Review of Sunday Creek Outlet Tower Geophysical investigation at Mansfield Reservoir DHHS Fluoridation Feasibility Study 69,967 69,967 Sunday Creek Drought Drought Sunday Creek Management Response PURPOSE OF CONSULTANCY OF PURPOSE Total GHD GHD GHD Jacobs Group (Australia) Jacobs Group Gartner Australasia Advisory Services and IT Research Consultancies CONSULTANT Capital Works continued its significant Water Goulburn Valley with expenditure in 2019–20 capital works program of $41.77 million on 90 projects. included capital works in Tatura This expenditure upgrade, the plant for the water treatment Management Facility Shepparton Wastewater cover replacement, Lagoon High Rate Anaerobic and delivery of the waste management facility energy and the renewable at Kilmore project offset we continually at various sites. In addition, program and all areas, network across the reticulation renew assets. and upgrade various corporate renew Significant changes to financial position and and position financial to changes Significant performance after tax of $5.42 profit an operating recorded We was attributed to result million. This favourable being waste revenue and trade water sales revenue very dry summer than expected, due to a more period. BUSINESS COMPLIANCE BUSINESS Financial Review Year Current (CAPEX) $2,632,375.42 Capital expenditure Capital expenditure $0 (OPEX) Operational expenditure Operational expenditure Information and Communication and Communication Information expenditure (ICT) Technology Goulburn period, For the 2019–20 reporting of a total ICT expenditure had Water Valley the details shown below. $6,145,567.43, with Government Advertising Expenditure in the 2019–20 expenditure Water’s Goulburn Valley advertising period for government reporting campaigns did not exceed $100,000. The Act allows Goulburn Valley Water to refuse to refuse Water The Act allows Goulburn Valley to certain documents access, either fully or partially, or information. Examples include; cabinet documents, some internal working documents, privilege by legal professional documents covered such as legal advice, personal information about to Goulburn other people and information provided in-confidence. Water Valley 1 September 2017, the Act has been From of Information the Freedom amended to reduce 45 days from time for requests (FoI) processing to 30 days. In some cases, this timeframe may be extended. $2,632,375.42 capital expenditure) ICT expenditure (Total = (Total ICT expenditure ICT expenditure relating to projects to create or enhance ICT capabilities to create to projects relating ICT expenditure Non-business as usual (BAU) operational expenditure and operational expenditure Non-BAU ICT expenditure relates to extending and enhancing our current ICT capabilities and enhancing our current to extending relates Non-BAU ICT expenditure to ongoing activities to relates which primarily ICT expenditure is all remaining BAU ICT expenditure ICT capability. operate and maintain the current ICT refers to our costs in providing business-enabling ICT services. It comprises business as usual (BAU) ICT business-enabling to our costs in providing ICT refers ICT expenditure and non-business as usual (non-BAU) expenditure Note: $3,513,192.01 Freedom of Information Freedom of Information Act 1982 allows the The Freedom public a right of access to documents held by purpose is to The Act’s Water. Goulburn Valley extend as far as possible the right of the community to access information held by government departments, local councils, Ministers and other bodies subject to the Act. An applicant has a right to apply for information including Water, held by Goulburn Valley supplied to us by or that are documents we create or an individual and may an external organisation photographs, also include maps, film, microfiche, computer printouts, computer discs, tape or videotapes. recordings • • • ICT Expenditure All operational ICT expenditure Business as usual (BAU) expenditure (Total) Disclosure of Major Contracts of Major Disclosure any major did not award Water Goulburn Valley $10 million during 2019–20. contracts valued over into with a value entered 65 contracts were There of less than $10 million.
Goulburn valley water ANNUAL REPORT 2019| 2020 56 | BUSINESS PERFORMANCE Goulburn valley water ANNUAL REPORT 2019| 2020 57 | BUSINESS PERFORMANCE , Executive Manager – Governance & (03) 5832 4842 Details of publications produced by Goulburn Details of publications produced can be about itself, and how these Water Valley obtained carried out Details of any major external reviews Water on Goulburn Valley and development Details of major research Water activities undertaken by Goulburn Valley public relations Details of major promotional, and marketing activities undertaken by Goulburn to develop community awareness Water Valley of the entity and its services rates Details of changes in prices, fees, charges, and levies charged. a. b. c. d. e. Building Act 1993 Building Water Goulburn Valley period, During the reporting the Building of compliance provisions met relevant maintenance activities. Act 1993 in building and Available and Information Prepared in Financial Reporting The information available Act 15B of the Financial Management Direction office Water’s Valley 1994 is held at Goulburn Shepparton and is available on in Fryers Street Members of Minister, to the relevant request the Parliament or the public, subject to FoI and Information Privacy Act 2000. on Additional Information Available Request Standing of the In compliance with requirements Finance, details of the Minister for Directions have been of the items listed below in respect available and are Water by Goulburn Valley retained of the subject to the provisions (in full) on request, of Information Act 1982: Freedom The information is available on request from: request on available is information The Hogan Danny Quality Systems Water Goulburn Valley Phone: Email: [email protected] An application fee of $29.60 applies, 1800 454 500 [email protected] PO Box 185, Shepparton VIC 3632 Government Contributions no Government were In 2019–20 there contributions received. Phone: Email: FoI statistics received Water During 2019–20 Goulburn Valley members of the general from two FoI requests made two FoI decisions in the 12 public. We months ending 30 June 2020 within the statutory 30-day timeframe, with full access granted in The average time taken to both requests. relation requests in 2019–20 was 12 days. During to finalise subject to a no requests were 2019–20, there by OVIC and none were complaint/internal review to VCAT. progressed If the applicant is not satisfied by the decision we is not satisfied If the applicant under section 49A of the make, they have a right Victorian by the Office of the Act, to seek a review (OVIC) within 28 days of Information Commissioner a decision letter. receiving the operation Further information regarding the Act; be obtained from and scope of FoI can made under the Act; and foi.vic.gov.au regulations Making a request can be lodged online at www.foi. FoI requests vic.gov.au if the document may apply and additional charges is time- for material and the search pool is large consuming. through Access to FoI documents can also be made of Information Freedom Water’s Goulburn Valley of as detailed in s17 of the Freedom Team, Information Act 1982. Requests should be in writing being and clearly identify the documents/materials sought. Applications should be made to: FoI Authorised Officer Water Goulburn Valley Mail: e or a matter onment Corruption. Mismanagement of public resources Risk to public health or safety or the envir • Public Interest Disclosures Act Disclosures Public Interest 2012 (formerly known as the Act 2012) Disclosures Protected Act 2012 enables Disclosures The Public Interest improper about people to make disclosures conduct by public officers and public bodies. The openness and accountability Act aims to ensure and by encouraging people to make disclosures them when they do. A public interest protecting is a complaint of corrupt or improper disclosure conduct by a public officer or a public body. is a “public body” for the Water Goulburn Valley purposes of the Act. or corrupt conduct involves substantial: Improper • • Local Jobs First Local Jobs in 2003 introduced The Local Jobs First Act Industry the Victorian August 2018 brings together Skills and Major Project Participation Policy (VIPP) previously which were Guarantee (MPSG) policy, separately. administered to apply the is required Water Goulburn Valley valued at $1 in all projects Local Jobs First policy MPSG applies to all construction million or more. The MPSG at $20 million or more. valued projects to guidelines and VIPP guidelines will continue apply to MPSG applicable and VIPP applicable contracts have been where respectively projects prior to 15 August 2018. entered Water During 2019–20, Goulburn Valley First commenced or completed one Local Jobs Elevated (a contract for the Yea project Standard was one small to Replacement) and there Tank a VIPP Plan medium sized business that prepared for or Local Industry Development Plan (LIDP) contracts. The conduct must be criminal in natur for which an officer could be dismissed. ests by relevant officers. ests by relevant A declaration of shares held by senior officers held by A declaration of shares have ever been issued in Goulburn (No shares Water) Valley board Details of overseas visits undertaken (No members or senior executives took overseas trips). work related A list of Goulburn Valley Water’s major Water’s A list of Goulburn Valley committees, the purposes of each committee, been and the extent to which the purposes have achieved of A statement of completion of declarations pecuniary inter A statement on industrial relations within relations A statement on industrial Water Goulburn Valley Assessments and measures undertaken to Assessments and measures and safety of the occupational health improve employees Competitive Neutrality Policy Competitive neutrality seeks to enable fair competition between government and private sector businesses. Any advantages or disadvantages that government businesses may of government experience, simply as a result ownership, should be neutralised. continues to implement and Water Goulburn Valley apply principles under the ‘Competition Principles and ‘Competition and Infrastructure Agreement’ in its business undertakings. Reform Agreement’ j. k. h. i. g. Additional information included in Annual Annual in included information Additional Report items have been of the following Details in respect included in this report: f. Information that is not applicable to Goulburn Goulburn applicable to not is that Information Water Valley to The following information is not relevant set out for the reasons Water Goulburn Valley below:
Goulburn valley water ANNUAL REPORT 2019| 2020 58 | BUSINESS PERFORMANCE Goulburn valley water ANNUAL REPORT 2019| 2020 59 | BUSINESS PERFORMANCE Risk and Emergency Management Management Emergency Risk and risk has a robust Water Goulburn Valley developed and improved management framework is compliant with the over many years which Water’s ISO 31000 and Goulburn Valley VGRMF, The requirements. Statement of Obligation involvement in establishing the has strong Board and and reviewing risk appetite Corporation’s Business and Strategic Risks. Risks monitoring Core quarterly to the Audit reported and reviewed are and Risk Committee. a risk database (Periscope) to record use We improvements treatment risks and to capture by reviewed and actions. Higher level risks are and status of risk owners quarterly for risk trend reviewed are while lower level risks treatments annually. IBAC, GPO Box 24234, Melbourne VIC 3001 You can make a public interest disclosure about disclosure a public interest can make You members, or its board Water Goulburn Valley by contacting IBAC on the officers or employees below. contact details provided is not able Water Valley Please note that Goulburn disclosures. public interest to receive for the protection have established procedures We for detrimental action in reprisal of persons from about Goulburn disclosure making a public interest are employees. Procedures or its Water Valley available on our website. CONTACTS Anti-Corruption Independent Broad-Based Commission (IBAC) Victoria 459 Collins Street, Level 1, North Tower, Address: 3000. Melbourne Victoria Mail: Internet: www.ibac.vic.gov.au Phone: 1300 735 135 Email: see the website above for the secure for which also provides process, email disclosure anonymous disclosures. made no disclosures were During 2019–20 there Act 2012. Disclosures under Public Interest Subsequent Events no events occurring after balance were There Goulburn date which may significantly affect operations in subsequent reporting Water’s Valley periods. 3 1 5b 4b 2b NOTES TO esulted from esulted from 1.5% -7.0% 40.0% 11.1% 33.3% 22.8% 166.7% TARGET VARIANCE VARIANCE eased earnings 5a 4a 2a NOTES 8.1% 3.0% -5.0% -9.1% YEAR -20.0% -27.6% -12.5% eased Current Assets. This resulted from Assets. This resulted eased Current TO PRIOR VARIANCE VARIANCE to budget due to net operating cash flows being higher than budget. This r developer additional trade waste receipts, the temporary from contributions and receipts transfer of water entitlements. to incr receivables. current increased year over year due to decr before net interest and tax and an increase in and tax and an increase net interest before average assets caused by a significant capital This was attributable to increased program. and employee operational expenditure direct benefits. The Internal Financing Ratio is favourable Ratio is favourable to budget due The Current The Return on Assets Ratio is unfavourable
TARGET 3. 4a. 2b. 2019–20 2019–20 RESULT 2019–20 2019–20 1.0% 0.8% 0.3% 1.6% 1.4% 1.0% 41.6% 39.5% 38.9% 99.7% 72.2% 58.8% 11.1% 12.0% 12.9% RESULT 2018–19 1.1 times 1.0 times 0.9 times 6.6 times times 6.8 5.1 times eased net capital EBITDA Margin Tax, Interest, Earnings Before and Amortisation Depreciation Revenue * 100 / Total Return on Equity Average Tax / after Net Profit Equity * 100 Total Internal Financing Ratio Net Operating Cash Flow less Dividends / Net Capital * 100 Expenditure Return on Assets Net Interest Earnings Before Assets * / Average and Tax 100 Gearing Ratio finance Debt (including Total Assets * 100 leases) / Total Current Ratio Current Assets / Current Current Liabilities (excluding long- and term employee provisions in advance) revenue Cash Interest Cover Cash Interest Net Operating Cash Flows / and Tax Net Interest Before Payments Net Interest KEY PERFORMANCE KEY PERFORMANCE INDICATOR esulted from additional trade waste receipts, esulted from year over year due to incr developer contributions and temporary transfer developer contributions combined with of water entitlement receipts, over and rates on loans rolled interest reduced being drawn lower than budgeted borrowings down for the year. an increased from This resulted expenditure. of capital works year over year. program to budget due to cash from operations to budget due to cash from being higher than budgeted and net interest payments being lower than budgeted. This r The Internal Financing Ratio is unfavourable The Cash Interest Cover Ratio is favourable The Cash Interest
F7 F6 F3 F5 F2 2a Notes: 1. F4 KPI NO. F1 PERFORMANCE REPORT 2019–20 REPORT PERFORMANCE Indicators Financial Performance
Goulburn valley water ANNUAL REPORT 2019| 2020 60 | BUSINESS PERFORMANCE Goulburn valley water ANNUAL REPORT 2019| 2020 61 | BUSINESS PERFORMANCE 1 3 NOTES TO -2.6% -4.1% -1.1% -11.7% TARGET -100.0% VARIANCE VARIANCE 2 2 NOTES YEAR 7.1% 0.0% -3.1% -5.1% -2.6% TO PRIOR VARIANCE VARIANCE Waiting until daylight to safely remove until daylight to safely remove Waiting to enable access to repair trees several large the main. • in of work practices expressed refinement Price Plan 2019–23 Water’s Goulburn Valley time has been allowed to ensure greater where by an artificial sense safety is not compromised of urgency. budget due to net profit after tax being higher budget due to net profit was attributable to higher than budgeted. This developer waste revenue, than budgeted trade transfer of water contributions and temporary entitlements. by managerial revaluations over the past two over the past revaluations by managerial to decreased years. This was attributable water sales. from revenue The variance to target is attributed to ongoing The variance to target The Return on Equity Ratio is favourable to The Return on Equity 120 98% 95% 100% 0.06% TARGET minutes 2019–20 2019–20 3. 5b. 106 94% 97% 94% 0.00% RESULT minutes 2019–20 2019–20 99 99% 97% 0.00% 100% minutes RESULT 2018–19 Sewer spills interruptions spills Sewer Number of residential sewerage customers affected by sewerage interruptions within 5 hours restored Containmentof sewer spills reticulation Sewer spills from and branch sewers contained within 5 hours/total sewer spills and branch reticulation from sewers *100 Interruption Time Interruption duration of unplanned Average water supply interruptions unplanned of Restoration supply water Unplanned water supply within 5 interruptions restored hours/total unplanned water supply interruptions *100 Unplanned water supply supply water Unplanned interruptions Number of customers receiving 5 unplanned interruptions in the year/total number of water (domestic and non-domestic) customers * 100 Numerous leaks occurring outside normal Numerous business hours; infrastructure road around Complex repairs and a gas main; and KEY PERFORMANCE KEY PERFORMANCE INDICATOR customers experiencing five unplanned year. interruptions in the reporting to: • • budget due to earnings before net interest net interest before budget due to earnings than budgeted. This was and tax being higher than budgeted trade attributable to higher and developer contributions waste revenue, water entitlements. temporary transfer of net profit a decreased year over year due to in average equity caused after tax and increase The variance to target is attributed to no The variance to target The variance to prior year is primarily attributed The Return on Assets Ratio is favourable to on Assets Ratio is favourable The Return Ratio is unfavourable The Return on Equity
SS2 SS1 WS2 WS3 WS1 Water and Sewerage Service Performance Indicators and Water KPI NO. Notes: 1. 2. 4b. 5a. 1 3 NOTES TO -44.7% -55.4% TARGET VARIANCE VARIANCE 2 NOTES 2.2% YEAR 28.9% TO PRIOR VARIANCE VARIANCE e has been a minor increase in year over e has been a minor increase alley Water continuing to improve the to improve continuing alley Water V customer accuracy of its billing, which ensures training minimised. Continued complaints are of customer in the area line staff for front remain complaints service has also ensured below target. year billing complaints received. This was due year billing complaints received. personnel to changeover in meter reading in a higher number of unread which resulted meters. Ther to Goulburn is attributed The variance to target TARGET 2. 3. 2019–20 2019–20 RESULT 2019–20 2019–20 2.76 2.820.45 5.1 0.58 1.3 RESULT 2018–19 esponse. emain well within target. The emain well within target. oved processes associated with oved processes ovement works at various sites; ocesses associated with Water Treatment ocesses associated with Water significant natural events and large unplanned interruptions; and Being proactive in informing customers Being proactive of water quality events as they occur and outlining r Plants; Ongoing commitment to water quality asset impr Impr Ongoing improvements in operating Ongoing improvements pr Water quality complaints quality Water Number of complaints per 1000 customers ComplaintsBilling Number of complaints per 1000 customers KEY PERFORMANCE KEY PERFORMANCE INDICATOR • • variance is attributed to a range of matters, including: • • Complaints r Notes: 1. CR1 CR4 Customer Responsiveness Performance Indicators Performance Responsiveness Customer KPI NO.
Goulburn valley water ANNUAL REPORT 2019| 2020 62 | BUSINESS PERFORMANCE Goulburn valley water ANNUAL REPORT 2019| 2020 63 | BUSINESS PERFORMANCE 2 4 NOTES TO 25.2% -24.4% TARGET VARIANCE VARIANCE 1 3 -e at this facility is due to 2 NOTES ease in Scope 1 emissions from YEAR -9.5% -21.1% evious year. The primary reason behind The primary reason evious year. TO PRIOR VARIANCE VARIANCE explained by note 3 above. a 17% increase in influent volume and 25% a 17% increase in comparison to in influent COD load increase the pr in volume and load is a major the increase their production industrial customer increasing to the discharge capacity and, therefore, Management Facility. Shepparton Wastewater to an incr Shepparton Water's Goulburn Valley The increase Management Facility. Wastewater of over 14,000 tCO The variation to the 2019–20 target can be The variation to the 2019–20 target The variation to the previous year is attributed The variation to the previous tonnes 62,481 TARGET 4. 3. 2019–20 2019–20 RESULT tonnes 77,754 2019–20 2019–20 97% 88% 70% RESULT tonnes 64,229 2018–19 alley Water’s equivalent 2 emissions 2 Net tonnes CO Effluent Re-useVolume use)(end Total net CO KEY PERFORMANCE KEY PERFORMANCE INDICATOR tertiary wastewater management facilities, particularly the Shepparton Actiflo facility. capacity for irrigation due to rainfall in autumn 2020. rainfall early in the irrigation season increasing the the capacity for irrigation and reducing need to operate Goulburn V The variation is attributed to a reduced The variation is attributed to below average . E1 E2 Environmental Performance Indicators Performance Environmental KPI NO. Notes: 1. 2 64 Goulburn valley water
Independent Auditor’s Report CERTIFICATION OF PERFORMANCE REPORT FOR 2019–20 To the Board of the Goulburn Valley Region Water Corporation |
ANNUAL REPORT 2019| pinion I have audited the accompanying performance report of the Goulburn Valley Region Water Corporation (the corporation) for the year ended 30 June 2020, which
We certify that the accompanying Performance Report of Goulburn Valley Region Water Corporation, in comprises the: respect of the 2019–20 financial year, is presented fairly in accordance with the Financial Management Act • financial performance indicators 1994. • water and sewerage service performance indicators
2020 The Performance Report outlines the relevant performance indicators for the financial year as determined by • customer responsiveness performance indicators the responsible Minister and as set out in the Corporate Plan 2019–20, the actual and comparative results • environmental performance indicators achieved for the financial year against pre-determined performance targets and these indicators, and an • certification of performance report. explanation of any significant variance between the actual results and performance targets and/or between the actual results in the current year and the previous year. In my opinion, the performance report of the Goulburn Valley Region Water Corporation for the year ended 30 June 2020 presents fairly, in all material respects, in As at the date of signing, we are not aware of any circumstance which would render any particulars in the Financial Performance Report to be misleading or inaccurate. accordance with the performance reporting requirements of Part 7 of the Management Act 1994.