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.
|Performance Indicator||Performance Measure||Target|
|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%
|Sewer mains breaks and chokes (blockages)||Per 1,000 connections / year||<25|
|Sewerage complaints – overflow on properties and odour||% of response to incident <12 hours||<50|
|Time to respond to sewerage incidents – blockages, chokes, overflows||% of response to incident <12 hours||>95%|
|Combined||% of response to incident <12 hours||
|Total water and sewerage complaints (any nature)||Per 1,000 connections / year||<120|
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:
|Drinking Water Quality Management Plan||1.87 MB|
|Drinking Water Quality Management Plan 18-19||318.41 KB|
|Drinking Water Quality Management Plan Report 15-16||792.57 KB|
|Compliance Indicators Report||222.24 KB|
|Drinking Water Quality Management Plan 2019-20||634.14 KB|
|SWIM Data - General Indicators||213.37 KB|