Under the Water Supply (Safety and Reliability) Act 2008, service providers are required to ensure the continuity of the services they supply to customers.
This involves developing and adopting a customer service standard that documents:
The level of service to be provided to customers;
Processes for customer interaction with the service provider; and
Any other matter stated in the guidelines, if any, issued by the regulator for preparing customer service standards.
Council has established performance indicators for the water supply schemes for which it is registered as a service provider.
Download Customer Service Standards
Target service standards and performance indicators are grouped into three categories,
Town water supplies (Chinchilla, Dalby, Jandowae, Miles, Tara and Wandoan),
Village water supplies (Bell, Condamine, Meandarra and Warra) and
Hamlet water supplies (Brigalow, Dulacca, Flinton, Glenmorgan, Jimbour, Kaimkillenbun,
Kogan, Moonie, The Gums and Westmar).
Performance Indicators
Day-to-day continuity of water supply
We aim to provide a continuous and reliable delivery of water supply to all our customers.
At times, we may need to interrupt your water supply service to undertake maintenance and repair work. In these instances, we aim to provide you with at least 48 hours notice prior to the event.
Our water supply system may also be interrupted by acts outside of our control. For unplanned events, we are unable to provide you any notice. If your service is affected, we aim to restore your connection as quickly and effectively as possible.
We will endeavour to restore all interruptions within 5 hours.
Adequacy and quality of normal water supply
Council aims to provide and maintain sufficient reserves of raw water, surface, recycled and underground to meet the regions current and future needs.
Council will endeavour to maintain the water flow and pressure in accordance with State Government guidelines.
If you notice a significant change in the usual water supply pressure not caused by household pipes and fittings, we encourage you to contact Council immediately. We will investigate and advise you of any action that has been, or needs to be, taken to rectify any problems.
It is also a goal of Council to ensure, by regular and thorough testing of water quality, that the water complies with the appropriate standards.
Council aims to comply with most physical, chemical and microbiological parameters of the National Health and Medical Research Council(NHMRC) Australian Drinking Water Guidelines.
Town Water Supplies
Town Water Supplies | Target |
| Continuity of Your Water Supply | |
| Extent of unplanned interruptions per 1,000 connections/year | <25 |
| Time for restoration of services - unplanned interruptions | >90% restored within 4 hours |
| Response time to all incidents | >95% within 1 hour |
| Adequacy and Quality of Normal Water Supply | |
| Minimum water pressure/flow expectation at boundary | >16 metres 95% of the time except for trickle fed services where minimum flow is 1,000 litres/day. |
Drinking Water Quality
(Physical/Chemical parameters only)* | TDS: >95% of samples to be <600mg/L
Hardness: >90% compliance with ADWG
Turbidity: >95% compliance with ADWG |
| Drinking water quality complaints per 1,000 connections/year* | <10 |
| Drinking water quality incidents per year* | <20 |
*Drinking water quality (physical/chemical parameters only), drinking water quality complaints and drinking water quality incidents are not applicable to the Tara water supply.
Water Customer Service Standards