Customer Service Standards - Water and Waste Management Customer Service Standards - Water and Waste Management

Burke Shire Council (BSC) is committed to delivering quality and reliable water and sewerage services to its customers. This customer service standard outlines the level of service that BSC water and sewerage customers can expect and the targets that BSC strive to achieve to meet these are identified.

The customer service standards also describe the processes for service connection, billing, metering, accounting, customer consultations, shared responsibilities and dispute resolution.

To view the entire 'Customer Service Standards' document, please scroll to the bottom of this page.

Service Standards

 Performance Indicator

Performance Measure


Water Services

Water mains breaks

Per 100 km / year


Incidents of unplanned interruptions

Per 1,000 connections / year


Water quality related complaints

Per 1,000 connections / year


Drinking water quality

% of samples tested with no E. coli detection / year


Time to respond to water incidents – water quality complaints, burst mains, supply interruption

% of response to incident <12 hours


Sewerage Services

Sewer mains breaks and chokes (blockages)

Per 100 km / year


Sewerage complaints – overflow on properties and odour

Per 1,000 connections / year


Time to respond to sewerage incidents – blockages, chokes, overflows

% of response to incident <12 hours



Total water and sewerage complaints (any nature)

Per 1,000 connections / year



Customer Service Standards

Click here to view the entire 'Customer Service Standards'.