Small-scale historical performance outcomes
Performance outcomes 2020-2021
Performance outcomes
The Commission publishes annually statistics and summary insights on the minor and intermediate retailers’ performance outcomes including customer service and reliability performance compared with historical performance, utilising data provided by the minor and intermediate retailers.
Customer service performance in 2020-21
In accordance with the Water Retail Code, all retailers must have in place enquiries, complaints and dispute resolution procedures approved by the Commission.
Further, retailers must offer programs to help customers experiencing financial hardship, such as flexible payment arrangements, customer hardship policies, and rules governing supply restrictions and debt recovery. Retailers must also actively engage with their customers to assist them in meeting their payment obligations. However, where a customer is not willing to participate or ceases making payment for reasons other than financial difficulty, service restriction or debt recovery may apply.
In 2020-21, retailers reported to have received a total of 421 complaints, 61 percent of which were related to sewerage services.
The number of customers on hardship programs were reported to have reduced in 2020-21 (132) compared with 2019-20 (273). The number of customers reported to be on flexible payment plans in 2020-21 was 4,989.
The number of legal actions undertaken against residential customers for non-payment of a water or sewerage bill were reported to have reduced in 2020-21 (381) compared with 2019-20 (518). This is further to a reduction in 2019-20 compared with 2018-19 (934) as a result of many retailers suspending such actions (at different times during the year) to provide temporary relief for customers from the social and economic impacts of COVID-19.
Reliability performance in 2020-21
The Water Retail Code also requires retailers to use best endeavours to minimise the frequency and duration of interruptions or limitations to supply. Retailers must also have in place policies, practices and procedures in dealing with the minimisation of the impact of unplanned interruptions to retail services and provision of information about unplanned interruptions to affected customers and bursts, leaks, blockages or spills in respect of its sewerage infrastructure or water infrastructure.
In 2020-21, retailers reported 25 unplanned interruptions and 14 water mains breaks for drinking water services.
In 2020-21, retailers reported a 93 percent reduction in unplanned sewerage service interruptions (124) when compared with 2019-20 (1,689). The significant increase in unplanned sewerage interruptions in 2019-20 compared with previous years was due to the power outages in the Adelaide Hills region at the time of the Cudlee Creek bushfireon 20 December 2019.
Annual performance report 2019-2020
Annual performance report 2018-2019
Annual performance report 2017-2018
Annual performance report 2016-2017
Annual performance report 2015-2016
Annual performance report 2014-2015
Annual performance report 2013-2014
Annual performance report 2012-2013