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Hunter Water Compliance and Performance Report 2015-16

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Hunter Water Compliance and Performance Report 2015-16 COMPLIANCE AND PERFORMANCE REPORT 2015-16 SEPTEMBER 2016 HUNTER WATER Version 2.0 – 31 August 2016 Address: 36 Honeysuckle Drive, Newcastle NSW 2300 Telephone: 1300 657 657 Fax: 02 4949 9414 TTY: 13 1450 Website: www.hunterwater.com.au © Hunter Water Corporation August 2016 ISSN: 1836-3253 ABN: 46228513446 Disclaimer Hunter Water makes every effort to ensure the accuracy of the information provided. However, Hunter Water accepts no responsibility for incorrect information and encourages the public to contact us directly for verification. TABLE OF CONTENTS Executive Summary ....................................................................................................................................... 1 1 Introduction ............................................................................................................................................ 2 2 Water Quality .......................................................................................................................................... 3 2.1 Introduction ....................................................................................................................................... 3 2.2 Drinking water .................................................................................................................................. 3 2.2.1 Overview of drinking water supply systems ........................................................................ 3 2.2.2 Water Supply Systems and performance at critical control points ...................................... 6 2.2.3 Verification monitoring ....................................................................................................... 13 2.2.4 Drinking water quality management activities and programs 2015-16 ............................. 15 2.2.5 Proposed drinking water quality management activities and programs 2016-17 ............. 16 2.2.6 Significant changes to the drinking water quality management system ............................ 17 2.2.7 Water quality issues and actions taken to resolve them ................................................... 17 2.3 Recycled water ............................................................................................................................... 19 2.3.1 Overview of recycled water schemes ................................................................................ 19 2.3.2 Recycled water schemes and performance of critical control points ................................ 20 2.3.3 Recycled water quality management activities and programs 2015-16 ............................ 30 2.3.4 Proposed recycled water quality management activities and programs 2016-17 ............. 30 2.3.5 Recycled water issues and actions taken ......................................................................... 31 2.3.6 Significant changes to the recycled water quality management system ........................... 31 3 Water Quantity...................................................................................................................................... 32 3.1 Introduction ..................................................................................................................................... 32 3.2 Water conservation target .............................................................................................................. 32 3.3 Projects to achieve water conservation target 2015-16 ................................................................. 32 3.4 Proposed water conservation projects 2016-17 ............................................................................. 34 3.5 Reliable quantity of water available from existing storages (yield) ................................................ 35 3.5.1 Water sources ................................................................................................................... 35 3.5.2 Service levels for drought security (definition of ‘yield’) .................................................... 35 3.5.3 Lower Hunter yield............................................................................................................. 35 3.6 Factors affecting yield .................................................................................................................... 36 3.6.1 Water storage performance in drought ............................................................................. 36 3.6.2 Climatic data, trends and projections ................................................................................ 36 3.6.3 Supply to and/or from areas outside the area of operations ............................................. 37 3.6.4 Constraints on extraction of water due to water management legislation ........................ 38 3.6.5 Constraints on extraction of water due to other issues ..................................................... 38 4 Assets ................................................................................................................................................... 39 4.1 Introduction ..................................................................................................................................... 39 4.2 Overview of Hunter Water’s asset management system ............................................................... 39 4.3 Asset management activities and programs 2015-16 .................................................................... 42 4.3.1 Maintenance management ................................................................................................ 42 4.3.2 Critical asset operation and resilience............................................................................... 43 4.3.3 Operations and maintenance procedures ......................................................................... 44 4.4 Asset management system issues and actions taken ................................................................... 44 4.5 Proposed asset management activities and programs 2016-17 .................................................... 44 4.6 Proposed significant changes to the asset management system .................................................. 44 5 Customers and Consumers ................................................................................................................ 45 5.1 Introduction ..................................................................................................................................... 45 5.2 The Consultative Forum ................................................................................................................. 45 5.2.1 Compliance with the Consultative Forum Charter ............................................................. 45 5.3 Consultative Forum activities and achievements 2015-16 ............................................................. 48 5.3.1 Key matters raised in 2015-16 .......................................................................................... 48 5.3.2 Achievements in 2015-16 .................................................................................................. 49 Compliance and Performance Report 2015-16 | i 5.4 Payment difficulties, assistance options and recovery actions ...................................................... 49 5.5 Complaints handling ....................................................................................................................... 50 5.5.1 Complaints handling process ............................................................................................ 51 5.5.2 Actions to address systemic problems arising from complaints ........................................ 52 5.6 Proposed significant changes ........................................................................................................ 54 6 Environment ......................................................................................................................................... 55 6.1 Introduction ..................................................................................................................................... 55 6.2 Hunter Water’s Environmental Management System .................................................................... 55 6.3 Environmental Management Plan - 2013-2017 ............................................................................. 55 6.4 Goal 1: Protection of drinking water catchments ........................................................................... 56 6.4.1 Actions to manage risks .................................................................................................... 56 6.4.2 Performance against targets ............................................................................................. 57 6.4.3 Activities planned for 2016-17 ........................................................................................... 60 6.5 Goal 2: Reliable supply of drinking water with minimal environmental impacts ............................. 61 6.5.1 Actions to manage risks .................................................................................................... 61 6.5.2 Activities planned for 2016-17 ........................................................................................... 64 6.6 Goal 3: Conserve water supplies by ensuring efficient water use ................................................. 65 6.6.1 Actions to manage risks .................................................................................................... 65 6.6.2 Performance against
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