Burke Shire Council (BSC) is committed to delivering quality and reliable water and sewerage services to its customers. This customer service standard outlines the level of service that BSC water and sewerage customers can expect and the targets that BSC strive to achieve to meet these are identified.
The customer service standards also describe the processes for service connection, billing, metering, accounting, customer consultations, shared responsibilities and dispute resolution.
To view the entire 'Customer Service Standards' document, please scroll to the bottom of this page.
Service Standards
| Performance Indicator |
Performance Measure |
Target |
| Water Services |
|
Water mains breaks
|
Per 100 km / year
|
<30
|
|
Incidents of unplanned interruptions
|
Per 1,000 connections / year
|
<50
|
|
Water quality related complaints
|
Per 1,000 connections / year
|
<10
|
| Drinking water quality |
% of samples tested with no E. coli detection / year
|
98%
|
|
Time to respond to water incidents – water quality complaints, burst mains, supply interruption
|
% of response to incident <12 hours
|
>95%
|
| Sewerage Services |
|
Sewer mains breaks and chokes (blockages)
|
Per 100 km / year
|
<25
|
|
Sewerage complaints – overflow on properties and odour
|
Per 1,000 connections / year
|
<50
|
|
Time to respond to sewerage incidents – blockages, chokes, overflows
|
% of response to incident <12 hours
|
>95%
|
| Combined |
|
Total water and sewerage complaints (any nature)
|
Per 1,000 connections / year
|
<120
|
Customer Service Standards
Customer Service Standards
In order to comply with the requirements of s575A of the Water Supply (Safety and Reliability) Act 2008, Council must publish electronic copies of a number of documents and reports relevant to the water and sewerage service it provides to its customers. These documents can be found below:
