FAQs

The commitments, responsibilities and standards you can expect from us in relation to your water supply and wastewater service, as well as your rights and responsibilitiesas a customer, are outlined in:

• this commitment statement.

Information on the provision of these services can also be found in:

• the Redland City Council Customer Charter, and
• the South East Queensland Customer Water and Wastewater Code.

The Service Standards outlined in the Commitment Statement also inform City Water’s Annual Operational Plan each year and become the reporting mechanism by which our water and wastewater service delivery is measured.  

This document sets out the Customer Service Standards for Water and Wastewater Customers - both the standards for Council as the water distributor, and the standards for residents of Redland City Council who are Water and Wastewater Customers.

The current updates will allow Council to better understand how its service provision compares with other similar size councils in Queensland.

As Redland City Council is a water distributor, Council is required to have this document available on our website under relevant legislation and by industry regulation codes.

It is required under section 115 of the Water Supply (Safety and Reliability) Act 2008 for this document to be reviewed at least every 5 years. If there is any changes to it, it is required under section 120(1)the Water Supply (Safety and Reliability) Act 2008  to go to public consultation. Council is currently in the process of making changes to the document.

Key changes to the statement include:

• Updating the Service Standards (found in Appendix A) to re-word some standards to provide clarity and allow for improved reporting.
• Updating some performance indicators to include percentage compliance expectations (e.g. planned and unplanned interruptions) or benchmark the existing percentage compliance to similar water service providers. This change allows us to compare service delivery to other Queensland water service providers. 
• Increasing the Key Performance Indicators for Water Main and Wastewater main from <8  main breaks/100 km per reporting year to ≤12 main breaks/100 km per reporting year.  This change brings us in line with key neighbouring water service providers and will allow better comparison of our service delivery. 
• Updating references to government departments and legislation
• Updating the design of the document