water and sewerage customer service standards and … · the purpose of this document is to present...

Water and Sewerage Customer Service Standards and Charter CUS-01

January 2016

Table of Contents 1. City of Gold Coast ...................................................................................................................... 5

1.1 Purpose ............................................................................................................................ 5 1.2 Disclaimer ......................................................................................................................... 5

2. Our services ............................................................................................................................... 6 2.1 Drinking water supply ........................................................................................................ 6

2.1.1 Water connection area ............................................................................................. 6 2.1.2 Areas outside the water connection area ................................................................. 6 2.1.3 Future connection for properties outside the water connection area......................... 6 2.1.4 Water connections ................................................................................................... 6 2.1.5 Temporary Connections ........................................................................................... 6 2.1.6 Drinking (potable) water filling stations ..................................................................... 6 2.1.7 Metered Standpipes ................................................................................................. 6

2.2 Sewage collection, treatment and disposal ....................................................................... 6 2.2.1 Sewerage connection area ...................................................................................... 7 2.2.2 Areas outside the sewerage connection area ........................................................... 7 2.2.3 Future connection for properties outside the sewerage connection area .................. 7 2.2.4 Sewer connections ................................................................................................... 7

2.3 Trade waste management................................................................................................. 7 2.3.1 Trade waste approval .............................................................................................. 7

2.4 Class A+ recycled water supply ........................................................................................ 8 2.5 Non Class A+ recycled water supply ................................................................................. 8

2.5.1 Connection to non-Class A+ recycled water ............................................................. 8 2.5.2 Recycled water filling stations .................................................................................. 9 2.5.3 Recycled water carriers............................................................................................ 9 2.5.4 Recycled Water Management Plan .......................................................................... 9

3. Our charges ...............................................................................................................................10 3.1 Introduction ......................................................................................................................10 3.2 Quarterly Billing ................................................................................................................10 3.3 Water service charge .......................................................................................................10 3.4 Water consumption charge ..............................................................................................10 3.5 Sewerage service charge .................................................................................................10 3.6 Class A+ recycled water consumption charge ..................................................................10 3.7 Non-residential charges ...................................................................................................10

3.7.1 Water service charge ..............................................................................................10 3.7.2 Water consumption charge .....................................................................................10 3.7.3 Sewerage service charge ........................................................................................10 3.7.4 Sewerage volumetric charge ...................................................................................11 3.7.5 Class A+ recycled water charge ..............................................................................11 3.7.6 Fire Service charge .................................................................................................11 3.7.7 Metered standpipe charges .....................................................................................11

3.8 Use of non-Class A+ recycled water ................................................................................11 3.9 Use of water for fire fighting .............................................................................................11

4. Our rights and responsibilities .................................................................................................12 4.1 Introduction ......................................................................................................................12 4.2 Service standards ............................................................................................................12 4.3 Meters ..............................................................................................................................12

4.3.1 Meter accuracy .......................................................................................................12 4.3.2 Meter replacement program ....................................................................................12

4.4 Water and sewerage rate notice.......................................................................................12 4.5 Planned and unplanned works, repairs and maintenance ................................................13 4.6 Reinstatement of surfaces................................................................................................14 4.7 Restriction of supply .........................................................................................................14

5. Your rights and responsibilities ...............................................................................................15 5.1 Introduction ......................................................................................................................15 5.2 Information and privacy ....................................................................................................15

5.2.1 Internet access .......................................................................................................15 5.2.2 Customer call monitoring ........................................................................................16

5.3 Special health needs ........................................................................................................16 5.4 Property connections .......................................................................................................16

5.4.1 Development and redevelopment of properties .......................................................16 5.4.2 Disconnection of water supply.................................................................................16 5.4.3 Disconnection of sewer mains.................................................................................16 5.4.4 Backflow prevention ................................................................................................16 5.4.5 Building near or over services .................................................................................17 5.4.6 Stormwater discharge .............................................................................................17 5.4.7 Obstruction of overflow relief gullies ........................................................................17 5.4.8 Sewer flap valves ....................................................................................................17 5.4.9 On-site pump stations and treatment facilities .........................................................18

5.5 Metering ...........................................................................................................................18 5.5.1 Special meter readings ...........................................................................................18 5.5.2 Sub-metering of multi-unit developments ................................................................18 5.5.3 Meter accuracy testing ............................................................................................18 5.5.4 Monitoring water use and water leaks .....................................................................18

5.6 Water conservation ..........................................................................................................19 5.6.1 Permanent water conservation measures ...............................................................19 5.6.2 Recycled water management plans ........................................................................19 5.6.3 Rainwater tanks ......................................................................................................19

5.7 Water and sewerage rate notice.......................................................................................19 5.7.1 Payment .................................................................................................................19 5.7.2 Tenants ...................................................................................................................19 5.7.3 Hardship arrangements...........................................................................................20

5.7.4 Concealed water leaks ............................................................................................20 5.7.5 Water used for fire fighting ......................................................................................20

5.8 Bursts, blockages and spills .............................................................................................20 5.8.1 Sewage blockages in private plumbing ...................................................................20 5.8.2 Water damage and sewage overflows ....................................................................21

6. Working together .......................................................................................................................22 6.1 General enquiries .............................................................................................................22 6.2 Service faults ...................................................................................................................22 6.3 Payment enquiries ...........................................................................................................22 6.4 Administration centres ......................................................................................................22 6.5 Branch offices ..................................................................................................................22 6.6 Complaints .......................................................................................................................23

6.6.1 What is a complaint? ...............................................................................................23 6.6.2 Complaint handling .................................................................................................23 6.6.3 Water and sewerage rate notice complaints ............................................................24 6.6.4 Odour complaints ....................................................................................................24 6.6.5 Water quality complaints .........................................................................................24

6.7 Appointments ...................................................................................................................24 6.8 Websites ..........................................................................................................................25 6.9 Scientific Services and Education Programs ....................................................................25

6.9.1 Scientific services ...................................................................................................25 6.9.2 School education programs ....................................................................................25

7. Definitions and meanings .........................................................................................................26

8. Appendix A – Water and Sewerage connection areas ............................................................29 Figure 1.1– Map of Existing Connection Areas – Water ............................................................29 Figure 1.2 – Map of Future Connection Areas – Water .............................................................29 Figure 1.3– Map of Existing Connection Areas – Sewerage ......................................................30 Figure 1.2 – Map of Future Connection Areas – Sewerage .......................................................30

9. Appendix B – service standards ..............................................................................................31 9.1 Service standards ............................................................................................................31

CUS-01 Water and Sewage Customer Service Standards and Charter of 33

1. City of Gold Coast 1.1 Purpose The City of Gold Coast (the City) purpose is to provide safe and reliable water and sewerage services to the Gold Coast, in cooperation with South East Queensland Water (Seqwater) to protect our communities’ health and lifestyle and help build future prosperity and opportunities which are summarised by the four following priorities namely:

• Protect the health and safety of ourselves and the community. • Perform regulatory requirements. • Prevent adverse impacts on the environment and the community. • Plan, develop, operate and maintain our assets effectively and efficiently.

The purpose of this document is to present the Water and Sewerage Customer Service Standards and Charter. It is in accordance with the Water and Sewerage Services Code for Small Customers in South East Queensland (Code) which requires us to have a customer service standards and a customer charter. This document provides:

• an explanation of the services offered for drinking water, recycled water (Classes A+ and non-A+), sewage collection and treatment and trade waste services

• information on customer service processes such as connections, metering, billing, managing maintenance work, complaints and dispute resolution

• a list of service standards and targets to express the level of service the City aims to deliver to its customers and the environment. This includes standards for drinking water quality, water pressure, water supply interruptions, sewage overflows and odours, response times and repair completion times.

Overall, this document informs our customers of their obligations regarding their water use and sewerage systems and the level of service they, in turn, can expect from us.

This document is publically available to all our customers.

1.2 Disclaimer The service levels set out in this document are not a contract and are not intended to create any contractual obligations or rights. The times and service levels indicated are not intended to be prescriptive of exact times or levels of services to be provided.


2. Our services 2.1 Drinking water supply We purchase and distribute a reliable supply of drinking water via a network of reservoirs, pump stations and mains connected to the Seqwater grid.

2.1.1 Water connection area

We provide drinking water to our customers within our water connection area. This area covers developed properties within the urban areas and the park living/rural residential domains of the Gold Coast. Standard service areas for water supply are specified in Appendix A to this document.

There are some properties within the connection area where service is not provided under their land use type as defined in the City’s Planning Scheme.

2.1.2 Areas outside the water connection area

Water services are also provided to a number of properties outside the standard service area. The standard of service to these properties may not be equal to those within the standard connection areas because they have typically been connected via infrastructure that was not designed or built to our standards.

2.1.3 Future connection for properties outside the water connection area

Changes to existing Connection Areas occur based on the growth of the City. Potential Future Connection Areas are identified within the Water and Sewerage Network Services (Netserv) Plan (Part A). The Water Supply and Sewerage Infrastructure Plan which is part of the Netserv Plan has been developed to support our current City Plan.

2.1.4 Water connections

For new water connections, upgrades or modifications to existing connections please refer to our new Network Modifications, Extension and Connections Policy Procedure which is published on our website cityofgoldcoast.com.au/nmec.

2.1.5 Temporary Connections

You are able to apply for a temporary connection to our water network at designated locations. Please refer to our website cityofgoldcoast.com.au/nmec for further information including approval criterial.

2.1.6 Drinking (potable) water filling stations

Bulk water can be obtained by approved water carriers from designated water filling stations. Please refer to our website cityofgoldcoast.com.au/water for further details.

2.1.7 Metered Standpipes

A metered standpipe is a portable device used to make a temporary connection for extracting and measuring water taken.

The use of metered standpipes is subject to permit conditions. A metered hydrant standpipe can be hired. Please refer to our website cityofgoldcoast.com.au/water for terms and conditions of approval.

2.2 Sewage collection, treatment and disposal We own and operate four sewage treatment plants at Coombabah, Elanora, Merrimac and Pimpama.

We collect sewage from homes, businesses and schools across the city and maintain pumps and electrical systems at our sewerage facilities. This minimises occurrences of sewage overflow.

We also heavily invest in odour control equipment at our sewerage pump stations and treatment plants to reduce the impact on surrounding homes and businesses.

Reclaimed water and bio-solids from our sewage treatment plants are reused or recycled where possible prior to disposal or discharge to the environment.


2.2.1 Sewerage connection area

We provide sewerage services to our customers within the sewerage connection area. This area covers developed properties within the urban areas of the Gold Coast. Standard service areas for sewerage services are specified in Appendix A to this document.

There are some properties within the connection area where service is not provided under their land use type as defined in the City’s Planning Scheme.

2.2.2 Areas outside the sewerage connection area

Sewerage services are also provided to a number of properties outside the connection area. The standard of service provided to these properties are the same as that provided to properties within the connection area because they are connected to our sewerage system via compliant infrastructure.

2.2.3 Future connection for properties outside the sewerage connection area

Applications to connect to the sewerage system outside the sewerage service area will be considered subject to the conditions set out in our Network Modifications, Extension and Connections Policy Procedure which is published on our website.

2.2.4 Sewer connections

We manage several types of sewer connections such as:

• new connections • connections made at the request of a customer to replace a septic tank • connections made by our direction to replace a septic tank.

New commercial properties requiring service from our sewerage network may need a larger connection and approval.

All connections to our infrastructure require approval. Please refer to our new Network Modifications, Extension and Connections Policy Procedure which is published on our website cityofgoldcoast.com.au/nmec for detailed information on our approval terms and conditions.

2.3 Trade waste management Trade waste is liquid waste generated from any business such as cooking oil, grease and food solids produced by commercial and industrial outlets other than domestic sewage from toilets, hand basins and showers.

If waste is dumped or discharged directly into the sewerage system, there are risks of blockages and overflows that could harm public health and the environment.

Our sewage treatment plants are not designed to treat any trade waste as they contain toxic and harmful substances such as heavy metals, organic compounds, solvents, oils, grease, explosive substances, gross solids and chlorinated organic compounds. Therefore, it is an offence to discharge trade waste into our sewerage system without our approval.

Businesses may only discharge waste to our sewerage system in compliance with sewer admission standards which set limits on substances that are allowed and/or are prohibited from being discharged.

From 1 July 2015, we implemented new trade waste guidelines to ensure resources and waste are managed responsibly for the benefit of future generations.

Industry, business, trade or manufacturing customers wishing to discuss liquid waste discharges should call 1300 000 928.

2.3.1 Trade waste approval

Businesses wishing to discharge trade waste into the sewerage system must complete an approval application form. The approval stipulates the conditions for discharging trade waste into the sewerage system. Applicants must ensure all approvals (e.g. development application, plumbing and drainage approval) have been obtained prior to lodging an approval application form.


Please refer to the information on our website for further details and to download a copy of our approval application form.

2.4 Class A+ recycled water supply Class A+ recycled water is the highest quality of recycled water available. It undergoes a rigorous treatment process to ensure it meets strict environmental and health guidelines before being supplied to our customers.

Class A+ recycled water cannot be used for:

• drinking, cooking or other kitchen purposes • personal washing such as baths, showers and hand basins • domestic evaporative coolers • washing clothes • filling swimming pools and spas • recreation, such as playing under sprinklers and water toys • water source for pets and livestock • filling rainwater tanks or other storages.

Class A+ recycled water is only produced at the Pimpama Recycled Water Treatment Plant and is available to specially plumbed homes and businesses in the Pimpama-Coomera Master Plan Area (PCMPA).

However, due to the high cost of the scheme for the Gold Coast community, we will be staging a closure of the Pimpama Coomera Class A+ recycled water scheme (stopping all production of Class A+ recycled water). This scheme is being decommissioned in late 2016. Households will have minimal interruptions to service.

Following decommissioning and discontinuing production of Class A+ recycled water - drinking water will be supplied through the existing drinking water network and the recycled water network, all properties within the recycled water connection area will be required to remain connected to the recycled water network (pipework) to ensure current water pressures are maintained to ensure continuity of supply. There will be no need for customers to disconnect from the recycled water network.

2.5 Non Class A+ recycled water supply Non Class A+ recycled water is treated sewage that has been clarified and disinfected with chlorine, but has not been processed through a Class A+ (advanced) recycled water treatment plant.

Approximately 40 non-residential customers are connected to recycled water that is produced at our sewage treatment plants.

Non-Class A+ recycled water cannot be used for:

• drinking, cooking or other kitchen purposes • bathing, showering or toilet flushing • fire fighting • filling swimming pools, spas or play equipment • washing cars, watering livestock • commercial or industrial food processing, irrigating minimally processed edible food crops • filling ponds, lakes, water bodies or tanks (unless an agreement to do so has been made).

2.5.1 Connection to non-Class A+ recycled water

Access to non-Class A+ recycled water for non-residential purposes may be made available within proximity of the pipeline network running from the sewage treatment plants.

For further information please refer to our website cityofgoldcoast.com.au/recycledwater.


2.5.2 Recycled water filling stations

Non-Class A+ recycled water can be obtained by authorised recycled water carriers from recycled water filling stations. Locations are subject to change without notice.

2.5.3 Recycled water carriers

Non-Class A+ recycled water may only be transported and used by approved recycled water carriers.

2.5.4 Recycled Water Management Plan

A standard Recycled Water Management Plan (RWMP) has been developed to assist operators in complying with their recycled water supply agreement and general legislative obligations. It includes information on risk management, vehicle signage requirements, vehicle disinfection and hazard identification.

To become an authorised recycled water carrier, an application for recycled water carrier agreement form must be lodged. We conduct regular surveillance of our filling stations to ensure only authorised recycled water carriers access our supply.


3. Our charges 3.1 Introduction Although we are the Gold Coast city’s water service provider, Seqwater owns the bulk water supply, including Hinze Dam and the desalination plant.

We buy the water that our customers use from Seqwater and the price paid is reflected in our water bills together with our price for access and utilisation of our water distribution system to have the water delivered to our customers.

3.2 Quarterly Billing We issue our water bills quarterly, usually in July, October, January and April. Quarterly bills help our customers to monitor their water usage and assist with earlier detection of abnormal usage caused by a concealed leak.

3.3 Water service charge This is a fixed amount, charged three months in advance, regardless of actual water usage. This charge is for ongoing connection, or the ability to connect, to our water distribution system.

3.4 Water consumption charge Water consumption, as measured by your water meter for the previous three months, and is charged per kilolitre (1000 litres). Water consumption is divided into retail water and bulk water charges.

If access to read your water meter is not available, water consumption may be estimated for this charge, based on previous use. This will be indicated on your bill. For more information on your water consumption charges or how your water bill is calculated, please contact us on 1300 000 928.

We are required to read your water meter at least once every 12 months.

3.5 Sewerage service charge This is a fixed amount, charged in advance, for ongoing connection, or the ability to connect, to the City's sewerage transportation and treatment system.

3.6 Class A+ recycled water consumption charge This is a charge applicable to Pimpama-Coomera customers for recycled water consumption as measured by their purple recycled water meter. It is charged per kilolitre (1000 litres).

This charge is based on water consumption from the previous three months.

If access to your water meter is not available, water consumption may be estimated for this charge, based on previous use. This will be indicated on your bill. For more information on your water consumption charges or how your water bill is calculated, please contact us on 1300 000 928.

We are required to read your water meter at least once every 12 months.

3.7 Non-residential charges Non-residential charges are similar to residential charges but are comprised of five components:

3.7.1 Water service charge

The water service charge is the same as for residential customers.

3.7.2 Water consumption charge

The water consumption charge is the same as for residential customers.

3.7.3 Sewerage service charge

The sewerage service charge is the same as for residential customers.


3.7.4 Sewerage volumetric charge

The sewerage volumetric charge is based on the volume of sewage assumed to be discharged from the property into the sewerage system. This is calculated by multiplying the water consumption by an industry-based discharge factor less a half-yearly discharge allowance and is then charged per kilolitre.

For information on the standard industry-based discharge factor please refer to our website.

3.7.5 Class A+ recycled water charge

The Class A+ recycled water charge is the same as for residential customers.

3.7.6 Fire Service charge

Non-residential customers that have a fire service are charged a fixed amount in advance irrespective of the volume of water used.

3.7.7 Metered standpipe charges

Any metered standpipe used to draw water from our reticulation system must be hired on a long-term or short-term basis. The hire of metered standpipes is subject to any water conservation measures applicable at the time.

For more information and/or application forms, please refer to our website cityofgoldcoast.com.au/water.

3.8 Use of non-Class A+ recycled water Customer fees and charges for the use of recycled water (non-class A+) are negotiated on an individual contract basis.

3.9 Use of water for fire fighting There is no charge for water taken from a firefighting system or a fire hydrant for firefighting purposes which includes training and testing equipment. However, if not for firefighting purposes, water from a firefighting system (or a fire hydrant) must not be taken without our permission.


4. Our rights and responsibilities 4.1 Introduction In general:

• we have the right to enter a property for the purpose of reading, replacing or maintaining the water meter between 7am and 6pm

• we have the right to enter a property at other times if the situation is deemed an emergency or a breach of legislation is suspected

• our meter readers are required to carry identification which must be produced upon request • we have the right to issue warning notices and penalty infringement notices (PINS) for illegal water use in

accordance with relevant water legislation.

4.2 Service standards We set high standards for our water and sewerage services which are consistent with our corporate vision and commitment to customers and the environment. We will make every reasonable effort to:

• provide water and sewerage services on a continual basis unless an interruption is required for emergency repairs or planned maintenance of the system

• supply quality drinking water free from harmful organisms, colour, taste or odour in accordance with the National Health and Medical Research Council (NHMRC) Australian Drinking Water Guidelines (2011)

• minimise overflows from the sewage collection system and ensure affected areas are cleaned up and disinfected as soon as possible

• acknowledge a complaint within ten business days.

Refer to Appendix B for the Customer Service Standards.

4.3 Meters Meter readings are used to calculate consumption charges that appear on the water and sewerage rate notices.

Drinking water and Class A+ recycled water meters are read quarterly. Non-Class A+ recycled water meters are read monthly.

The water meter is usually located in the footpath in front of the property. It is sometimes also located inside the property and the meter reader will need to enter the property to take the reading.

4.3.1 Meter accuracy

Mechanical meters tend to slow down and meter accuracy reduces as a result of increasing age and usage.

To get a water meter tested for accuracy, an application for water meter accuracy test form must be lodged. Please refer to our website cityofgoldcoast.com.au/meters for further information and to download a copy of the application form.

4.3.2 Meter replacement program

The City runs a meter replacement program. If a water meter is damaged or has stopped, an estimate of the property's water consumption will be applied based on historical consumption. When a water meter is replaced, the final reading is recorded for billing prior to the new meter being installed.

4.4 Water and sewerage rate notice A water and sewerage rate notice requires payment every quarter and includes the following information:

• water and sewerage charges • customer name • postal and residential address • water and sewerage rate notice number • date of issue and period covered by the water and sewerage rate notice


• the number of days from the previous meter read to the current meter read • separation of the bulk water costs (from the State Government) and the distribution and retail charges (by

the City) • separation of the water and sewerage services charges and the fixed access charges from the variable

volumetric charges • the total consumption for the current period and a comparison with the total consumption for the previous

period and the same period last year • daily average consumption for the current period and a comparison with the daily average consumption

for the previous period and the same period last year • the date by which you are required to pay and the ways by which you can pay • information on help that can be provided if you are experiencing difficulty paying • our telephone contact details (for account and payment enquiries) as well as a 24 hour telephone number

for faults and emergencies • information about remissions or concessions that you may be entitled to • information on interest charges applicable on unpaid or outstanding water and sewerage • charges • information about how to read your water meter and to check for leaks • or any matter prescribed under a regulation.

An easy reference-guide has been developed to assist our customers in reading their notices and can be accessed from our website cityofgoldcoast.com.au/water.

4.5 Planned and unplanned works, repairs and maintenance Occasionally we need to undertake planned maintenance works and emergency repairs to the water supply and sewerage system.

For planned works, we will:

• provide written notice to the occupier of all affected properties at least 48 hours prior to commencing work • undertake planned work that involves interruption to the water supply or sewerage system at a time that

minimises disruption to residents and businesses. Every reasonable effort will be made to perform this work between 9am and 3pm in residential areas and between 6pm and 6am in non-residential areas.

For emergency repairs and service faults, we will, where possible:

• respond to service faults within quoted timeframes (where complete failure of supply of water, customer water illness complaint, internal flooding or damage to premises or traffic interruption due to water main failure, the response time is within 2 hours of notification).

• directly advise that water supply will be turned off around the affected area • provide alternative water supply throughout the interruption for customers with special needs.

In the event a City officer is required to enter a private property, we will:

• make every effort to contact the occupier of the property prior to entering the property • ensure that all City staff and authorised contractors produce their identification card upon arrival • advise the occupier of the property as to the nature of the work required, the personnel and equipment

that will be involved and the timeframe to complete the work • undertake the work as carefully as possible with all effort made to minimise the impact to the property and

disruption to the occupier • leave a calling card after completion of the work if the occupier of the property is not present • discuss any reinstatement works with the occupier prior to commencement • make every effort to reinstate the property to its prior state as quickly as possible after completion of the

work.

In all circumstances a City officer will:


• undertake works in a safe manner in line with best practices • present in a neat and tidy manner • be professional and courteous at all times and refrain from any offensive behaviour or coarse language.

4.6 Reinstatement of surfaces In many cases, water and sewer mains are located beneath the street or footpath in front of the property. Therefore sometimes it is necessary to cut and excavate landscaping and concrete driveways to repair or replace water mains and other infrastructure.

Where possible, we will attempt to find an alternative to cutting driveways, but in the event an alternative solution is not viable, cutting may be unavoidable. In those circumstances, we will restore the driveway with plain concrete.

Some properties have decorative driveways with pavers, exposed aggregate, stamped concrete, tiles or slate surfaces that are difficult or impossible to reinstate to their previous condition. In those circumstances we will discuss the works with the property owner prior to commencement of works.

4.7 Restriction of supply We may restrict water supply to a property when the property owner:

• has not paid a water and sewerage rate notice • has been provided with at least two reminder notices and has not sought assistance in paying the

account • has failed, more than once in a 12 month period, to comply with any agreed payment plan.

By law, the water supply may be reduced to the minimum level required for the health and sanitation of the occupier, but not completely shut off.

We will not restrict the supply if you are registered with us for special health needs.

Prior to any work, we will communicate the details to the impacted property owners.


5. Your rights and responsibilities 5.1 Introduction In general, customers are responsible for:

• the maintenance of internal plumbing on the property such as clearing tree root intrusion on sewer pipes and regularly checking for leaks on water pipes

• ensuring their water meter is free from any obstructions and readily accessible by meter readers • the cost of sewer blockages caused by covered inspection holes, defective fittings on property or putting

inappropriate items in the sewerage system • notifying us of any dangers on their property such as dangerous dogs • advising us if uninterrupted and/or high volumes of water are required for life support equipment or

dialysis machines • ensuring prohibited substances are not disposed of through the sewerage system - refer to our Water

Network Modifications, Extension and Connections Policy Procedure which is published on our website cityofgoldcoast.com.au/nmec for further information on prohibited substances.

• ensuring approvals are gained for connection, disconnection, modification or extension of our infrastructure

• not interfering or causing damage to our infrastructure • ensuring that stormwater drainage is not connected to and/or does not access the sewerage system • payment for relevant services provided by the City.

In addition, customers must allow an authorised person from the City convenient and unhindered access to their property to:

• install, read, test maintain, replace or alter meters • connect, restrict or restore supply • inspect, make safe, operate, maintain, remove, repair or replace any infrastructure or equipment • disconnect unauthorised connections to the system.

5.2 Information and privacy We are committed to protecting customer privacy. We collect and manage personal customer information in accordance with the Information Privacy Act 2009.

The primary intent of the Information Privacy Act 2009 is to protect personal information which is collected, stored, used and disclosed in the delivery and conduct of Government services.

5.2.1 Internet access

The City's internet service provider records anonymous web log data and email traffic for:

• statistical purposes • system trouble shooting • maintenance purposes.

This includes:

• browser type such as Internet Explorer, Safari, Firefox • traffic patterns such as date and time of visits, pages visited and documents downloaded • referring information such as previous page visited prior to accessing the City’s website.

According to the Telecommunications Act 1997, personal details are not identified except in specified circumstances such as investigations carried out by law enforcement agencies.


5.2.2 Customer call monitoring

When a customer calls the Customer Contact Centre, a pre-recorded message is played: "your call may be monitored or recorded for quality, training and verification purposes. Please let us know if you would prefer not to have your call monitored or recorded".

Any personal information provided during a phone call will only be used to appropriately respond to the enquiry or request.

5.3 Special health needs Customers must register with us if water is mandatory to maintain special medical needs. For instance, we maintain a register of residential properties and hospitals that operate dialysis machines so as to ensure that a continuous supply of drinking water is maintained at these locations in the event of a burst water main or a planned shutdown of the water supply.

Customers who wish to discuss their needs can contact the customer service number 1300 000 928. If the situation becomes life threatening, emergency services should be called immediately on 000.

For information on the management of dialysis remissions please refer to our policy ‘Concession for water consumption charges due to renal dialysis patients dialysing at home’ which is located on our website cityofgoldcoast.com.au/water.

5.4 Property connections 5.4.1 Development and redevelopment of properties

Sometimes when a property is redeveloped, it is necessary to relocate or upgrade the existing water supply and sewer connections.

We can be contacted on 1300 000 928 for any enquiries on the development of properties involving material change in use, reconfiguring of lots and operational works.

5.4.2 Disconnection of water supply

If a property no longer requires water supply to an existing service, the meter and meter box may be removed from the property after approval has been obtained. For further information please refer to the Gold Coast Water Network Modifications, Extension and Connections Policy Procedure which is available from our website cityofgoldcoast.com.au/nmec.

5.4.3 Disconnection of sewer mains

If a property no longer requires a sewer connection, the existing pipe connecting to the sewer main must be cut off and capped by a licensed plumber to prevent water or soil entering the system after approval has been granted by the City. For further information please refer to Gold Coast Water Network Modifications, Extension and Connections Policy Procedure which is available from our website cityofgoldcoast.com.au/nmec.

5.4.4 Backflow prevention

Preventing the reverse flow of water from a polluted or contaminated source into the drinking water supply system is known as backflow prevention. This can occur in commercial and industrial facilities that have:

• taps or running water outlets in a contaminated area • submerged water outlets used for filling tanks in a commercial/industrial process • water supply connected to commercial or industrial process pipes.

Backflow is also required for properties that:

• are connected to recycled water, • have rainwater tanks connected to the internal plumbing or • have more than one meter connection.


Backflow is prevented by installing a prevention device such as a one-way valve that prevents contaminants from entering the system. These are supplied in testable and non-testable types depending on the risk associated with the possible contamination. Testable devices require annual testing to ensure satisfactory operation.

5.4.5 Building near or over services

There are strict guidelines regarding structures built adjacent to or over the City’s water and sewerage infrastructure.

For further information please refer to the Gold Coast Water Network Modifications, Extension and Connections Policy Procedure which can be accessed from our website cityofgoldcoast.com.au/nmec or alternatively the legislated requirements under the Water Supply (Safety & Reliability) Act 2008, Part 7, Section 192 and the South-East Queensland Water (Distribution and Retail Restructuring) Act2009, Part3, Section 53BU.

5.4.6 Stormwater discharge

It is the property owner’s responsibility to ensure stormwater is not discharged into the sewerage system which can cause sewage overflows into properties downstream, public health impacts and environmental damage.

Illegal sources of stormwater inflow can include:

• connection of roof downpipes into the sewerage system (including carports, patio covers and extensions added after the house was originally constructed)

• overflow from rainwater tanks • swimming pool, spa or ornamental pond overflow • connection of garden drains and agi pipes from behind retaining walls into the sewerage system • concreting, paving or turfing up to the level of the overflow relief gully (ORG) • inadequate property drainage that leads to flooding and inundation of the ORG during heavy rain.

Areas that incur wet weather sewage overflows are regularly inspected.

For further information on prohibited substances please refer to the Gold Coast Water Network Modifications, Extension and Connections Policy Procedure which can be accessed from our website cityofgoldcoast.com.au/nmec or alternatively Schedule 1 of the Water Supply (Safety and Reliability) Act 2008.

5.4.7 Obstruction of overflow relief gullies

An overflow relief gully (ORG) is a fitting outside the home designed to release sewage overflows safely.

It is the responsibility of the property owner to ensure their home has a properly installed and operational ORG. It must not be:

• covered by landscaping, garden beds or any objects such as pot plants • locked in place, corroded, filled with silt or concreted in.

5.4.8 Sewer flap valves

A flap valve is a one-way valve fitted to a private sewer drain pipe to prevent backflow from the sewer mains. The sewerage system is designed to cater for both predicted dry weather sewer flows and for additional flow during wet weather caused by stormwater infiltration into the system.

Stormwater infiltration can enter the sewerage system via:

• stormwater flooding over the top of sewer manholes • infiltration of ground water through cracks in the pipes.

The City may fit flap valves at the request of the property owner who may have experienced problems with sewage backing up from the mains and overflowing the property during heavy rain. If the sewerage main starts to back up, the flap valve is designed to close by any flow coming back up the pipe to protect the property from overflow.


Once installed, the flap valve becomes part of the property owner’s sewer system. Property owners are, however, advised not to interfere with the valve as it could result in a malfunction leaving the property unprotected from sewage overflows during heavy rain. If a flap valve malfunctions, a licensed plumber should be contacted immediately.

Customers must be aware that when the flap valve is pushed closed during wet weather, sewage cannot be released from the property until the back pressure subsides. During this period, running showers, washing clothes or dishes and flushing toilets should be avoided to prevent an overflow.

5.4.9 On-site pump stations and treatment facilities

On-site sewerage facilities include pump stations and many types of sewage treatment and land application such as septic tanks, aerated sewage treatment systems, bio-filter systems, composting toilets and activated sludge systems. They are owned and managed by the property owner and located within their private property.

5.5 Metering 5.5.1 Special meter readings

Property owners can request a special water meter reading, if:

• the property is for sale and a water rate adjustment is required as part of the final settlement (to work out the amount of water consumed at the property since the last meter reading was carried out)

• a tenancy agreement requires the tenant to pay or contribute to the water consumption charges.

To request a special meter reading, property owners and/or their agent should contact the Customer Contact Centre on 1300 000 928. A standard fee is payable upon application.

5.5.2 Sub-metering of multi-unit developments

Historically, multi-unit developments had two options for the management of their water consumption charges:

• option A - total consumption recorded by the master meter apportioned in accordance with Lot Entitlement and billed to each Lot owner separately through the rate notice

• option B - total consumption recorded by the master meter billed entirely to the Body Corporate

Before 1 January 2008, sub-meters were not required to be installed, but if they were already installed, they were not owned by the Council.

After 1 January 2008, sub-metering of multi-unit developments was introduced. They are owned by the City but it is not mandatory to retro-fit sub-meters to existing multi-unit complexes. The Body Corporate can, however, elect to do so at its own cost.

5.5.3 Meter accuracy testing

If there are concerns regarding your water meter’s accuracy or reliability, you can apply to have your meter tested by us or arrange an independent test. This can be done within 12 months of the relevant rate notice. For information on fees and to download the application form please refer to our website cityofgoldcoast.com.au/meters.

The prescribed margin for meter accuracy is defined by the National Measurement Institute’s National Framework for Urban Water Measurement.

If the meter is found to be running ‘slow’ and under-charging the property owner, no refund or adjustment to the water consumption charge will be made. If the meter is found to be running ‘fast’ and over-charging the property owner, the testing fee will be refunded and the water consumption charge will be adjusted on the next rate notice.

Interest is not payable by the customer or the City on any amount undercharged or overcharged.

5.5.4 Monitoring water use and water leaks

Property owners are responsible for all water use and leaks on their property. Customers can monitor their water use by reading their water meter on a regular basis.


To check for leaks in and around your property we have developed a fact sheet titled “About your water meter” which is available for download from our website cityofgoldcoast.com.au/water.

Larger water customers can apply for permission to install a probe/data logger to their water meter if they want to monitor their water consumption more regularly. Data loggers typically consist of an electronic probe connected to the water meter that transmits pulses from the water meter to a data collection unit that displays the current reading and allows analysis of water consumption data.

Please refer to our website cityofgoldcoast.com.au/meters for further information on conditions and to download the application form.

5.6 Water conservation 5.6.1 Permanent water conservation measures

The Queensland Water Commission (QWC), which set the permanent water conservation measures, ceased operations from 1 January 2013.

There are currently no water restrictions in the divisions serviced by the City.

5.6.2 Recycled water management plans

All non-residential non-Class A+ recycled water customers connected to recycled water must enter into an agreement for the supply of recycled water with the city. The agreement documents the obligations of the customer and the City regarding supply and use of recycled water. Customers must also submit a Recycled Water Management Plan (RWMP).

In some instances, customers may be required to submit a Recycled Water Management Plan to the Department of Energy and Water Supply for approval under the Queensland Recycled Water Guidelines. Customers will be advised if they are affected by these guidelines.

Customers using recycled water in the Gold Coast area (excluding Class A+ dual reticulated customers in the Pimpama - Coomera area) are required to undertake recycled water user training.

5.6.3 Rainwater tanks

Rainwater tanks conserve the region’s drinking water supply and provide a valuable source of water. Depending on their size and the roof catchment area, tanks can provide a property with up to 75,000 litres per year.

Rainwater tanks also help to reduce the volume of storm water runoff from homes and other buildings. Customers can elect to install a rainwater tank on their property; customers must ensure that the overflow is connected to the stormwater system and not the sanitary drainage (sewerage) system

Queensland Health does not recommend the use of water from rainwater tanks for drinking or food preparation if town drinking water supply is available. In areas where the rainwater tank is the sole supply of water, Queensland Health recommends that all users follow the advice provided on its website cityofgoldcoast.com.au/water to optimise the water quality and manage risks to human health.

Connecting a rainwater tank to the internal plumbing of a property requires approval from the City’s Plumbing and Drainage section.

5.7 Water and sewerage rate notice 5.7.1 Payment

Payments of water and sewerage rate notices are required within 30 days of the date on the notice. A range of payment options are available, including the ability to set up a payment plan and pay the balance by instalments or alternatively, property owners can also make arrangements to have their charges paid automatically via direct debit.

5.7.2 Tenants

From 1 April 2008, property owners have been entitled to pass on water consumption costs for rented properties to the tenants if all of the following conditions are satisfied:

http://www.goldcoastwater.com.au/t_gcw.asp?PID=5885


• the property is individually metered • the property is water-efficient (all water using devices must have a minimum 3-star rating under the water-

efficient labelling and standards (WELS) scheme) • the rental agreement states that the tenant must pay for water consumption

Costs associated with water and sewerage access charges and the installation of water saving devices remain the responsibility of the landlord and may not be passed on to tenants in rental properties.

The landlord/owner of a property must ensure their tenants, when required, allow an authorised person from the City access to the tenanted premises.

For more information, tenants are advised to refer to the Residential Tenancies and Rooming Accommodation Act 2008 and the Residential Tenancies Authority website.

5.7.3 Hardship arrangements

We are committed to the collection of overdue sundry debts and rates and charges in a fair, equitable and timely manner, but with due consideration to financial hardship faced by our customers which could affect their ability to meet the payment terms for their water and sewerage rate notices. Under our Debt Recovery Policy, a copy of which is available from our website cityofgoldcoast.com.au/water, or will be provided upon request, our customers can apply for assistance in financial hardship.

5.7.4 Concealed water leaks

We are responsible for water breaks and repairing leaks to the water mains up to and including the water meter at the front of the property. The property owner is responsible for breaks and repairing water leaks within the property.

In the event of a burst or leaking pipe, the property owner must arrange and pay for a licensed plumber to undertake the repair.

In some cases a concealed water leak occurs on a property which is hidden from view either underground or under concrete. If a concealed water leak has been found and repaired, the property owner can lodge an application to claim relief from the water consumption charges and the sewerage volume charges (relevant to non-residential customers only) under our Water and Sewage Leakage Relief Policy. The relief is a partial refund of the charges once the leak has been repaired by a licensed plumber. Pensioners and non-profit organisations may be eligible for a larger proportion of leakage relief. In all cases, the property owner is responsible for paying for the leak to be repaired.

Applications for leakage relief are only for leaks in the supply pipe from the water meter to the building. Leaks in internal plumbing, toilets, showers, hot water systems, irrigation lines and swimming pools do not qualify.

Application of the leak remission does not remove the customer’s obligation to pay outstanding charges for the water supplied. Additional conditions apply to multi-unit developments.

5.7.5 Water used for fire fighting

In the event that water is used at a property for firefighting purposes, the property owner can lodge an application for a rebate under our Water Usage for Genuine Fire Emergencies Policy. For more information please visit our website cityofgoldcoast.com.au/water.

5.8 Bursts, blockages and spills 5.8.1 Sewage blockages in private plumbing

The property owner is responsible for clearing blockages and repairing cracks or breaks to the sewerage plumbing within the property and down to the first inspection opening (IO) inside the property boundary. In cases where the connection of the private plumbing to the sewer main is outside the property boundary, the property owner is only responsible for the private plumbing up to the line of the property boundary.

In the event of a sewage blockage, the property owner must contact a licensed plumber to identify the cause. If the blockage is located within the property owner's area of responsibility, the property owner must pay for the cost of clearing the blockage and any associated repairs to the private plumbing.


If the blockage is located within our area of responsibility, the plumber must contact us as soon as possible to arrange an inspection of the blockage. This will require the plumber to have a camera on-site for internal inspection of the sewer.

If the blockage is located within our area of responsibility, we will make payment of the reasonable charge from the plumber in attending on-site.

5.8.2 Water damage and sewage overflows

An overflow occurs when a water main bursts and sewer pipes get blocked with tree roots or other debris. If this occurs:

• property owners should contact their insurers • tenants should advise the owner or property manager/agent of any damage to the property. Tenants

should also contact their insurers for any damage.

We recognise that such an event is distressing and will, without liability, assist owners and occupiers with support and advice throughout the process.


6. Working together 6.1 General enquiries General enquiries can be made by contacting the Customer Contact Centre by

• phone - 1300 000 928 (Monday to Friday, 7am to 6pm (excluding public holidays) • email - [email protected] • post – Council of the City of Gold Coast

PO Box 5042 Gold Coast Mail Centre QLD 9729

6.2 Service faults For any service faults or concerns about water quality or sewage odours, contact the 24 hour Customer Contact Centre on 1300 000 928.

6.3 Payment enquiries Payment enquiries or requests for assistance with payment of charges can be made at the 24 hour Customer Contact Centre on 1300 000 928 or in person at any of the following locations:

6.4 Administration centre The City of Gold Coast administration centre is open from 8:15am to 4:30pm, Monday to Friday.

• Nerang 833 Southport Nerang Road Nerang QLD 4211 Telephone: 1300 000 928

6.5 Branch offices • Broadbeach

61 Sunshine Boulevard Mermaid Waters QLD 4218 Telephone: 1300 GOLDCOAST (1300 465 326) 8.15am – 4.30pm, Monday to Friday (Closed 1pm - 2pm)

• Burleigh Heads Park Avenue Burleigh Heads QLD 4220 Telephone: 1300 GOLDCOAST (1300 465 326) 8.15am – 4.30pm, Monday to Friday

• Coolangatta Level 1, The Strand Corner Marine Parade and Dutton Street Coolangatta QLD 4225 Telephone: 1300 GOLDCOAST (1300 465 326) 8.15am – 4.30pm, Monday to Friday (Closed 1pm - 2pm)

• Helensvale Corner Lindfield Road and Sir John Overall Drive Helensvale QLD 4212 Telephone: 1300 GOLDCOAST (1300 465 326) 8.15am – 4.30pm, Monday to Friday (Closed 1pm - 2pm)


• Palm Beach 26 Eleventh Avenue Palm Beach QLD 4221 Telephone: 1300 GOLDCOAST (1300 465 326) 8.15am – 4.30pm, Monday to Friday (Closed 12 noon - 1pm)

• Southport 47 Nerang Street Southport QLD 4215 Telephone: 1300 GOLDCOAST (1300 465 326) 8.15am – 4.30pm, Monday to Friday

• Upper Coomera 90 Reserve Road (corner Reserve and Abraham Roads) Upper Coomera QLD 4209 Telephone: 1300 GOLDCOAST (1300 465 326) 8.15am – 4.30pm, Monday to Friday (Closed 12 noon - 1pm)

6.6 Complaints 6.6.1 What is a complaint?

The City recognises a complaint is an expression of dissatisfaction related to its products or services, or the complaints process itself, where a response or resolution is explicitly or implicitly expected. A complaint could include a customer:

• providing negative feedback about dealings with us • dissatisfied with a decision made under our policy • dissatisfied with an action or failure to act by us.

Examples of matters that are not classified as complaints include:

• a request for service or assistance with clarification on a matter • an inquiry into the progress of a water meter connection • a request to take action on a leaking water pipe or any other service fault • an inquiry to seek clarification or further information about the water and sewer service.

However, if no action or inadequate action is taken on a request for service or information, or inquiry seeking clarification, the subsequent contact would be classified as a complaint and managed under our Complaints (Administrative Actions) Policy a copy of which may be accessed from our website cityofgoldcoast.com.au/water.

6.6.2 Complaint handling

When customers contact us with a complaint by telephone, email, and letter or in person, customers can expect to:

• have their complaint and personal details kept confidential • be treated with courtesy and respect • receive appropriate support if special needs are identified (such as availability of interpreters) • receive an acknowledgement of a complaint within 10 business days • be provided with a reference number for any future enquiry or follow-up • have the matter investigated thoroughly and objectively • be kept informed of the process and outcome • receive a decision on the complaint within 45 business days.

We prioritise complaints based on the seriousness and complexity of the complaint.


If, after the above process is conducted, the customer is not satisfied, the customer may within 10 business days request a review of the complaint.

If, the customer is not satisfied after the review, the matter may be referred to the Energy and Water Ombudsman Queensland (EWOQ) whose details are:

Energy and Water Ombudsman Queensland Level 16, 53 Albert Street, Brisbane [PO Box 3640 South Brisbane BC Qld 4101] Freecall: 1800 662 837 Fax: (07) 3087 9477 Email: [email protected] or [email protected] Under the Water and Sewerage Services Code for Small Customers in South East Queensland (Code), the City and the customer must endeavour to resolve any dispute between each other about our relevant services, in good faith, prior to proceeding to lodge a complaint with EWOQ.

6.6.3 Water and sewerage rate notice complaints

Complaints or disputes associated with the water and sewerage rate notice are managed in accordance with the complaint handling process outlined in 6.6.2, with the following additions:

• within 20 business days of receiving a request to do so, we will review a customer’s water and sewerage rate notice

• following the review, we may require the customer to pay the higher of: o the portion of the rate notice that is not in dispute; or o the average amount of the customer’s water and sewerage rate notice for the relevant property

in the last 12 months pending resolution of the dispute.

If the customer and the City cannot agree on the amount owing, the complaint handling resolution process will apply.

Once the dispute is resolved, the customer must pay any balance owing to us, or we will refund any overpaid amount to the customer within 20 business days after the date on which the dispute is resolved.

6.6.4 Odour complaints

Sewage naturally produces odorous gases which is caused by hydrogen sulphide gas and is recognisable by its characteristic rotten egg smell. This can be more noticeable in winter, early morning and calm conditions. Similar odours can also come from sources not related to the sewage system such as mangrove swamps, rubbish, dead animals or industrial air emissions.

We will investigate all odour reports.

6.6.5 Water quality complaints

Supplying good quality and safe drinking water is our main priority. In order to do this, we undertake regular monitoring of the quality of drinking water in accordance with the Australian Drinking Water Guidelines (ADWG).

Please contact us immediately on 1300 000 928 if there are any concerns regarding the taste, odour or appearance of the drinking water.

Chlorine taste or odour is a feature of our water supply at times. Chlorine is added as a disinfectant to provide protection of the water supply and ensure it is safe to drink. If the taste of chlorine is unpleasant, fill drinking water containers and let them stand for a period and the chlorine will naturally dissipate over a short time.

6.7 Appointments When making an on-site appointment with a customer for any purpose related to water and sewerage services, the officer will specify a time period for the appointment which:

• in urban areas will identify whether the appointment will be during the morning or afternoon of a specified day


• in rural areas will identify a specific day.

The City and the customer may reschedule the appointment by providing reasonable notice before the appointment.

6.8 Websites Our website cityofgoldcoast.com.au/water offers extensive information on water and sewerage services.

More information of the State Government's Water Reform Program and each of the State Government-owned water supply authorities can be found at the following websites:

• Queensland Ombudsman http://www.ombudsman.qld.gov.au/Makeacomplaint/tabid/134/Default.aspx • Department of Energy and Water Supply https://www.dews.qld.gov.au/ • Seqwater http://www.seqwater.com.au/ • Energy and Water Ombudsman Queensland http://www.ewoq.com.au/

6.9 Scientific Services and Education Programs 6.9.1 Scientific services

Our Scientific Services section consists of a laboratory situated at the Smart Water Research Centre in Southport. The section is accredited with the National Association of Testing Authorities (NATA) for sample collection and chemical and microbiological tests. The section is equipped for testing water from a range of sites, such as swimming pools, rainwater tanks, bores, waterways, cooling towers, houseboats and sewage treatment systems.

For further information about sample collection, testing services, fees, water quality monitoring, training or consulting services, contact our Scientific Services on (07) 5581 1960 or email [email protected].

6.9.2 School education programs

The ‘Make your water mark!’ Water Saver Education Program is a comprehensive water curriculum with a regional focus specifically tailored for schools in the Gold Coast region. It is aligned with the national curriculum and a full suite of lesson plans are available for early childhood, primary school, middle and secondary school.

For further information please visit our website cityofgoldcoast.com.au/schoolwatersaver or email [email protected].

http://www.ombudsman.qld.gov.au/Makeacomplaint/tabid/134/Default.aspx

https://www.dews.qld.gov.au/

http://www.seqwater.com.au/


7. Definitions and meanings

Term Definition

ADWG Australian Drinking Water Guidelines (2011) published by the National Health and Medical Research Council (NHMRC).

Backflow A reverse flow condition created by a difference in water pressure that causes water to flow back into the distribution pipes of a potable water supply from any source other than the intended one.

Bulk Water Supply Authority

The Queensland Bulk Water Supply Authority, trading as Seqwater, conducts its affairs on a commercial basis and sells its water services to the South East Queensland Service Providers. It was created on 1 January 2013, through a merger of the SEQ Water Grid Manager, Linkwater, Queensland Water Commission and the former SEQ Water.

Consumption Water that is consumed by humans or livestock, incorporated into products or crops, evaporated, transpired by plants or otherwise removed from the immediate environment.

Desalination The process that removes salt from saline water to produce potable/drinking water.

Dual reticulation A water supply system that provides two types of water services to each property. It requires two separate pipe systems in the roads and properties.

One type is potable (drinking) water suitable for indoor use that requires high quality water. The other type is Class A+ recycled water that can be used outdoors and to flush toilets, etc.

E.coli (Escherichia coli)

A common bacterium found in the gut of warm-blooded animals and used as an indicator of faecal pollution. High levels of E.coli do not necessarily indicate the presence of human pathogens as E.coli is also found in birds and cattle.

Freshwater Water that contains less than 1,000 milligrams per litre (mg/L) of dissolved solids; generally more than 500mg/L of dissolved solids is undesirable for drinking and many industrial uses. Water found in lakes, rivers, streams.

Greywater Domestic wastewater from baths, showers and laundries. Generally considered to be less contaminated than wastewater, but at times may contain levels of faecal contamination similar to wastewater from toilets. Excludes toilet waste. Previously called sullage.

Kilolitre One thousand litres.

Leakage Water that is lost in transit from a pipe.

LinkWater LinkWater was the Queensland Government statutory authority responsible for the management, operation and maintenance of potable bulk water pipelines and related infrastructure throughout South East Queensland. It ceased trading on 31 December 2012.

Megalitre One million litres – about the size of a one metre deep Olympic-sized swimming pool.


Term Definition

NHMRC National Health and Medical Research Council

Non-Class A+ recycled water

Class A, B or C recycled water as defined under Schedule 3D of the Public Health Regulation 2005.

ORG An overflow relief gully is a drain-like fitting located outside the home, designed to release any sewerage overflow outside of the home in the event of a blockage in the sewer main.

Potable water Drinkable water. It is usually treated freshwater that meets Australian Drinking Water Guidelines (ADWG).

Rainwater tank On-site storages to collect roof water for beneficial use.

Reclaimed water See Recycled water.

Recycled water Sewage that has been highly treated to appropriate standards for the required use in accordance with the Public Health Regulation 2005 Schedules 3C and 3D. It is classified as Class A+, A, B or C.

Saline water Water that contains significant amounts of dissolved solids, usually sodium chloride (salt).

Seqwater It is the Queensland Governments statutory authority responsible for ensuring a safe, secure and reliable water supply across South East Queensland. It was created on 1 January 2013, through a merger of the SEQ Water Grid Manager, LinkWater, Queensland Water Commission (QWC) and the former SEQ Water.

Sewerage system The system of pipes and pump stations for collecting and transporting sewage from each property to the sewage treatment plant.

Sewage Treatment Plant (STP)

A facility for the treatment of sewage to remove pollutants (solid matter and pathogens) producing treated recycled water and biosolids.

Water Acts Queensland Government Legislation specific to the water industry, particularly in SEQ, for example: Water Act 2000, Water Supply (Safety and Reliability) Act 2008, SEQ Water (Restructuring) Act 2007, SEQ Water (Distribution and Retail Restructuring) Act 2000, SEQ Water (Distribution and Retail Restructuring) and Other Legislation Amendment Act 2010

Water conservation Preventing and reducing wasteful, uneconomical, impractical or unreasonable use of water resources.

Water grid The water supply and transport infrastructure that supplies water to South East Queensland.

Water quality Physical, chemical and biological measures of water.

Water Reform State-driven water reforms that restructured the water industry in South East Queensland starting in 2007 and culminating in the creation of the local government-


Term Definition

owned City of Gold Coast and two other retail-distribution entities (Queensland Urban Utilities and Unity Water) in 2010. Earlier stages resulted in the creation of the Grid Manager, Linkwater and Seqwater.

Water Treatment Plant

A facility that treats freshwater piped from reservoirs into potable water for supply to the community.


8. Appendix A – Water and Sewerage connection areas Figure 1.1– Map of Existing Connection Areas – Water Figure 1.2 – Map of Future Connection Areas – Water


Figure 1.3– Map of Existing Connection Areas – Sewerage Figure 1.2 – Map of Future Connection Areas – Sewerage


9. Appendix B – service standards 9.1 Service standards

Standards Description Target

Minimum drinking water pressure

The minimum pressure customers can expect to receive immediately upstream of the water meter under normal service conditions. This excludes those customers in non-standard water service areas and during periods of fire flow.

22 metres or 220 kPa

Minimum A+ recycled water pressure

The minimum pressure customers can expect to receive immediately upstream of the water meter. This excludes those customers in non-serviced areas.

17 metres or 170 kPa

Extent of unplanned drinking water interruptions (Water Interruption Frequency)

*An unplanned water supply interruption occurs when a property is without a service due to any cause. This excludes the following: property service connection interruptions (unless the burst or leak requires the water main to be shut down for repairs which affects multiple customers); interruptions that cause some reduction to the level of service but where normal activities (shower, toilet flushing, washing, etc) are still possible; planned interruptions, except where the customer has not received notification or the interruption exceeds the original notification.

< 100 unplanned interruptions per 1,000 connections per annum

Extent of unplanned A+ recycled water interruptions

An unplanned recycled water supply interruption occurs when a property is without a service due to any cause. This excludes the following: property service connection interruptions, unless the burst or leak requires the water main to be shut down for repairs which affects multiple customers; interruptions that cause some reduction to the level of service but where normal activities (toilet flushing, outdoor cleaning, car washing, etc) are still possible; planned interruptions, except where the customer has not received notification or the interruption exceeds the original notification.

< 100 unplanned interruptions per 1,000 connections per annum

Time for restoration of water service – unplanned interruption

Restoration occurs where all interrupted connections are restored to normal service. 80% within 5 hours

Time for restoration of A+ recycled water service – unplanned interruption

Restoration occurs where all interrupted connections are restored to normal service.

60% within 5 hours

Time for restoration of wastewater service – unplanned interruption

Restoration occurs where all interrupted connections are restored to normal service.

80% within 5 hours


Standards Description Target

Compliance with drinking water quality

The Australian Drinking Water Guidelines specified by the National Health and Medical Research Council. > 98% of all samples collected within a 12 month period pass E.coli test

Compliance with A+ recycled water quality

The Australian Recycled Water Guidelines specified by the National Health and Medical Research Council. > 98% of all samples collected within a 12 month period pass E.coli test

Drinking water quality complaints

*The total number of complaints received that relate to water quality including water quality complaints resulting from operational practices. Including: discoloration, taste, odour, stained washing, illness, and cloudy water. Excluding: service interruption, adequacy of services, restrictions, water pressure.

< 2 complaints per 1,000 connections per annum

A+ recycled water quality complaints

The total number of complaints received that relate to recycled water quality including water quality complaints resulting from operational practices. Including: discoloration, odour, illness, and cloudy water. Excluding: service interruption, adequacy of services, restrictions, water pressure. Complaints from separate customers arising from the same cause count as separate complaints, as do multiple complaints from one customer. Includes complaints received in person, by mail, phone, email or text.


Sewage overflows to customer properties

Sewage overflows to customer properties may occur either as a result of on-lot plumbing or off-lot sewerage issues. Customers are advised in the first instance to contact their plumber if their system is blocked (by tree roots, etc). If the plumber identifies the issue is with the sewerage system, Gold Coast Water will reimburse the plumber/customer for the work and undertake rectification. Most overflows occur during wet weather periods as a result of high inflow/infiltration of stormwater to the sewerage system. The sewerage system is designed to cater for limited inflows, events greater than this (including widespread flooding and inundation) are excluded from this criterion).

< 5 overflows per 1,000 connections per annum

Sewage odour complaints

*If a customer rings to report a sewage odour, this is a complaint. Complaints from separate customers arising from the same cause count as separate complaints, as do multiple complaints from one customer. Includes complaints received in person, by mail, phone, email or text.


Rev. 6, 24/04/2015 CUS-01 Water and Sewage Customer Service Standards and Charter iSpot# 46610357 of 33

For more information P 1300 GOLDCOAST (1300 000 928) W cityofgoldcoast.com.au

http://www.cityofgoldcoast.com.au/

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