HAVE YOUR SAY on Council’s Water and Wastewater Customer Service Standard

8 December 2023

Southern Downs Regional Council is committed to delivering reliable and quality water services to the region and invites the community to provide feedback on its draft Water and Wastewater Customer Service Standard.

The draft outlines the responsibilities and standards customers can expect from water and wastewater services across all reticulated systems on the Southern Downs and defines the rights and obligations of customers.

Mayor Vic Pennisi said that feedback is important to ensure that new updates to the standard aligned with the community’s needs and expectations.

“The Water and Wastewater Customer Service Standard sets the guidelines for fair, equitable and efficient delivery of water and wastewater services to residents on the reticulated network,” Mayor Pennisi said.

“With key indicators and targets for water and wastewater services delivery, Council’s performance can be measured for drinking water quality, water pressure, water supply interruptions, wastewater overflows and odours, response times and repair completion times.

“Overall, this document informs our customers about the service they can expect from Council and the obligations of customers in relation to their use of the water and wastewater systems.

“Community feedback will help inform Council’s decision-making with respect to adopting the updated standards and we encourage the community to review the document and provide input.”

The draft Water and Wastewater Customer Service Standard includes the addition of Section 3 Minimum Water Pressure, which covers the minimum water pressure that can be expected at the meter for urban and rural water areas. Adjustments have also been made to the response times to sewerage mains breaks and chokes in the smaller towns to reflect availability of staff in remote localities, particularly after hours.

A draft of the proposed Water and Wastewater Customer Service Standard is available for review and feedback can be emailed to mail@sdrc.qld.gov.au for consideration by 5pm Friday 29 December 2023.