Our performance

Related information

	Customer service commitments
	Our service commitment scheme

The Water Corporation endeavours to provide you with high quality customer service in a variety of ways. To ensure this high level of service is maintained we continually monitor our customer service performance.

We are proud to show you our latest monthly performance results.

Telephone responsiveness

To ensure that each call is satisfactorily managed, we measure telephone responsiveness based on the percentage of calls answered within 30 seconds. This graph shows that we continue to perform well against targets set each year.

% of Telephone Calls answered within 30 seconds


	Result Achieved (%)	Target (%)
Dec-11	76	70
Jan-12	75	70
Feb-12	73	70
Mar-12	73	70
Apr-12	74	70

We have also achieved a 98% resolution of telephone calls ‘on the spot’ for your convenience.

Written customer correspondence & complaints

We have Corporate targets to resolve 90% of general written enquiries within 10 business days. We also aim to resolve 90% of written complaints within 15 business days of receiving them. The graphs show our excellent performance against these targets.

% of General Written Enquires responded to on time


	Result Achieved (%)	Target (%)
Dec-11	99	90
Jan-12	97	90
Feb-12	99	90
Mar-12	99	90
Apr-12	100	90

% of Written Customer Complaints responded to on time


	Result Achieved (%)	Target (%)
Dec-11	100	90
Jan-12	100	90
Feb-12	100	90
Mar-12	100	90
Apr-12	100	90

Installation of new services

When a new water connection is requested we aim to complete connection within 10 working days, or at an agreed time. The graph below shows how we are performing against those targets.

% of New Water Connections Installed within agreed time


	Result Achieved (%)	Target (%)
Dec-11	97	94
Jan-12	98	94
Feb-12	94	94
Mar-12	96	94
Apr-12	96	94

Responsiveness to water quality faults

To minimise inconvenience to you we aim to respond to more than 95% of reported water quality problems within 2 hours or an agreed time.

We missed the target response to a number of discoloured water faults that were received on weekends and public holidays. We will workhard to regain our target.