Water Districts Service Standards

Water Districts Service Standards

Take the survey hereFact Sheet

Supply interruptions in these pumped water districts can have serious consequences on stock, partially during summer.

Water Districts - Efficiency achieved as a % of delivered

Water Districts - Number of supply interruptions for continuous period in excess of 96 hours

Number of supply interruptions for continuous periods in excess of 96 hours

GMW manages four pumped pipelines that supply Domestic and Stock water to more than 800 customers in the East Loddon and Tungamah water districts. This service standard only relates to our customers in these water districts.

 East Loddon South and Normanville

 The Loddon Water Districts are managed by the Loddon Valley Customer Service Centre. The Customer Service Manager, Loddon Valley is responsible for the day-to-day management of the Water Districts within the Loddon Valley. A customer services officer is responsible for the day‑to‑day running and maintenance of the system.

Tungamah

The Tungamah Water District is managed by the Shepparton Customer Service Centre. The Customer Service Manager, Shepparton is responsible for the day-to-day management of the Tungamah Water District. A customer services officer is responsible for the day-to-day running and maintenance of the system.

The table below provides more detailed information about our pipelines.

This service standard is an indicator that reports any unplanned interruption to service that is the result of asset failure causing a service outage for longer than 96 hours to one or more customers. Our current target is zero.

Supply interruptions in these pumped water districts can have serious consequences on stock, partially during summer. Supply interruptions for greater than 96 hours could result in you exhausting on farm storage putting the health of stock at risk.

Why is this topic being considered?

Service Standards are standing for our pricing submission. This was a new service standard introduced during our last pricing submission as it recognised the importance of supply reliability where alternate sources of water supply are generally limited.

We understand how important a secure supply is to you and because of this we’re seeking feedback on how we’re tracking and if there are other ways we can work with you to better meet your needs.

What are the decisions to be made?

  • What is your greatest customer service need?
  • Does this service standard represent this need?
  • Can you manage different timeframes of supply interruptions at different times of the year?
  • Is there a better way of providing supply interruption notifications?

How does this matter affect customers?

Customers on our Domestic and Stock pipelines are required to have sufficient on-farm storage to help cover the four-day outage outlined in this service standard.

What is not-negotiable in this topic?

  • Ensuring customers' water supply

What is negotiable in this topic?

  • At the inception of the three domestic and stock pipelines, business rules were developed in conjunction with customer working groups and it was agreed that customer would need to have storage tanks on their properties to cater for four days’ supply for their households and four days’ storage for their stock requirements.
  • Both GMW and its customers would need to consider and support any extension of the repair period beyond four days.

What are the known, viable options?

  • Reducing service during winter period, when demand is less

If other options are identified, can they be considered?

Yes.

Efficiency achieved as a % of delivered

GMW manages four pumped pipelines that supply Domestic and Stock water to more than 800 customers in the East Loddon and Tungamah water districts. This service standard only relates to our customers in these water districts.

The efficiency measure is determined as the difference between the recorded deliveries against the measured inflows. Our current target for achieving this is 85% of the time.

The more efficient the distribution system operation, the less water we need to release from the storage to meet your needs. In other words – the more efficient the system, the less extra water we need to get it there.

Why is this topic being considered?

Service Standards are standing items. We’re seeking your feedback to make sure they’re hitting the mark for you!

We understand how important an efficient supply is to you and our business but we want to know if this service standard adequately demonstrates this.  We’re seeking feedback as to whether this is important to you or if there are other ways we can work with you to better meet your needs.

What is the decision(s) to be made?

  • What is your greatest customer need?
  • Is this service standard clear to you?
  • If so, do you think it's the right measure to use?
  • If not, can we change this measure to provide better information to our customers?

How does this matter affect customers / stakeholders?

Each pipeline district has its own ‘bundled’ entitlement, which has a loss component built into it.  

Tungamah has 135.9ML loss (total with customer entitlements 1001ML), Normanville 109.1ML loss (total 638ML) and East Loddon has 97ML loss (total 468ML).  Each site also had a storage facility to hold water for winter delivery to the customers and this where the main element of loss is contributed to.

Once the water is pumped into the pipeline for customer use, the efficiency is very high with losses only occurring due to the breaks / leaks and times of scouring /flushing the pipelines to reduce the build-up of silt within.  

What is not-negotiable in this topic?

The service standard is a standing order in our Water Plan. To remove this we must gain the support of our customers.

What is negotiable in this topic?

The need for the service standard and the service standard itself.

What are the known, viable options?

GMW could operate the three pipelines and not use the storage at each site during the warmer months of the year – to reduce evaporation at the storage. This can lead the pipelines to being more exposed to channel issues i.e.: Blue Green algae (BGA) being present and being pumped through the pipeline.

Currently the storages are used for the whole year and this protects customers from being exposed to BGA, which can bloom in the channel system.  

If other options are identified, can they be considered?

Yes.