Have your say on water service standards

Fraser Coast residents are encouraged to have their say on a draft ‘Customer Service Charter’ that sets out service standards for drinking water and recycled water collection and treatment.

Deputy Mayor Darren Everard said Wide Bay Water – a business unit of the Fraser Coast Regional Council – reviewed its Customer Service Charter every five years to ensure it continued to meet community expectations and needs.

“The core business of Wide Bay Water is to ensure high-quality water and wastewater services are delivered to 100,000 people with 40,000 connections,” he said.

“The Charter includes Key Performance Indicators (KPIs) for services such as drinking water, recycled water, the collection and treatment of sewage, the process for connecting services, metering, accounting, customer consultation, complaints and dispute resolution.

“The KPIs include a range of targets such as ensuring water services are restored in less than five hours for 95 per cent of unplanned interruptions; and that less than five drinking water quality complaints are received per 1,000 connections.

“Council has reviewed the charter and we’re now seeking community feedback via an online survey, with hard copies of the charter and survey available at Fraser Coast libraries and Council’s Customer Service Centres in Maryborough and Hervey Bay.”

As part of the community consultation process, Council will hold drop-in information sessions at the Maryborough and Hervey Bay Libraries on:

• Wednesday, September 29, Maryborough Library: 10am to 12pm;
• Wednesday, September 29, Hervey Bay Library: 2pm to 4pm;
• Thursday, September 30, Hervey Bay Library: 10am to 2pm, and;
• Thursday, September 30, Maryborough Library: 2pm to 4pm.

For more information and to fill out the online survey, visit Council’s Engagement Hub website page at https://frasercoast.engagementhub.com.au/wbw-customer-service-charter

Wide Bay Water covers Hervey Bay, Maryborough, Tiaro, Torbanlea, Howard and Burrum Heads. The water network includes Lake Lenthall, Casava Dam, two weirs on the Burrum River and Teddington Weir on Tinana Creek and Mary River at Tiaro.

Wide Bay Water also operates an industry-leading wastewater re-use scheme which provides irrigation water for cane fields, turf farms and hardwood plantations. The scheme ensures that wastewater is re-used rather than discharged to the ocean.