To continue providing high quality, reliable, safe and affordable water services, water corporations will work with – and communicate effectively and transparently to – their customers and the local community
Even better customer service and community engagement
Previously, water sector customer service performance was measured by quantity, e.g. by reporting the average number of seconds it took customers to be connected to an operator:
Account and fault line business-reported data for all Victorian water businesses. Source: Essential Services Commission Water Performance Reports
In future we’ll be able to let you know how your water corporation is performing in the quality of its customer service and community engagement, e.g.:
- percentage of customer queries resolved by the first response; and
- customer satisfaction score
Water sector complaints referred to the Ombudsman
We’ll still report on key measurable actions here, and expect that performance will improve year on year. This figure shows water customer cases referred to the Ombudsman:
Source: Energy and Water Ombudsman Victoria Annual Reports
By communicating clear performance information from across the industry the government can ensure that the Victorian water sector is providing the best possible service to the community.
Page last updated: 24/09/18