Water network complaints

We receive fewer network asset complaints compared to retail complaints (273 in FY24, up 11% from FY23). However, complaints about network services are more complex, can require substantial actions to resolve and may involve higher monetary values than billing complaints. Examples of common network service complaints include:

• Damage to property: compared to electricity services which are mostly delivered above ground and over property, water infrastructure is usually underground. When things go wrong, such as leaks in the water or wastewater mains, there can be a substantial impact on properties – which can require compensation or remediation. Damage can also be caused by water providers undertaking works on water infrastructure under or nearby a home.

• Network events: water or wastewater overflows that impact public areas, like roads, buildings and footpaths.

• Network operation and maintenance: the ongoing operation and maintenance of network assets and the impact on customers. Examples include environmental impact on residential customers, such as dust, noise and odour.

• Quality of supply: including issues such as water pressure, taste and odour.

We also receive complaints about connection services, such as maintaining private water and wastewater service pipes within property boundaries and issues with approval works or compliance certificates for developments.

Case study

 Unresolved broken water valve near property

A customer noticed that a water valve near his property was broken and was leaking extensively. He contacted the water provider multiple times over four months however the issue remained unresolved. The customer was concerned about the waste of water and the inconvenience of having to raise the issue with the water provider on so many occasions.

EWON initially referred the complaint to a specialist team at the water provider to try to resolve directly with the customer. The customer returned to EWON for further assistance as the water provider said it repaired the valve, however it was still leaking water.

When EWON requested additional information from the provider it said several attempts had been made to repair the stop valve, however there were two that needed fixing and one was in the middle of the road. Due to the complexity of the repair, the water provider needed to obtain a Road Occupancy Licence to complete the work after hours with traffic control.

The water provider explained it would need to shut two large trunk mains, which would involve a trial shutdown to ensure that the mains could be isolated. It explained that there was a risk of affecting supply to around 15,000 customers and the additional precaution was necessary to assess the extent of the shut down and limit further issues. It had scheduled a trial shutdown and after this would be able to provide an update as to when the repairs would be completed.

The customer was provided with this additional information, along with a contact at the water provider to seek updates on the work, if required.