Customer Service Standards
The purpose of the Customer Service Standards (CSS) document is to describe South Burnett Regional Council’s water and wastewater customer services and standards in accordance with the Water Supply (Safety and Reliability) Act 2008 and Australian Drinking Water Guidelines 2014.
Council’s CSS document provides:
- an explanation of the services offered for drinking water, wastewater collection and treatment. General information is also provided about the provision of trade waste services; however trade waste customers are expected to have individual contracts with Council that will contain information specific to their requirements
- information on a range of customer service processes including connections, metering, billing managing maintenance work, complaints and dispute resolution
- a list of key performance indicators and targets to express the level of service Council aims to deliver to its customers and the environment. This includes standards for drinking water quality, water pressure, water supply interruptions, wastewater overflows and odours, response times and repair completion times.
This document also sets out our shared rights and responsibilities.
Overall, the Customer Service Standards inform customers of the service that they can expect to receive from South Burnett Regional Council, and the obligations of customers in relation to their use of the water and wastewater systems. The document is available to all customers. It applies to all customers who do not have a specific or individual contract with Council for supply of water and wastewater services.
Businesses wishing to discharge trade waste into council's sewer require a "Trade Waste Permit".
The net cost associated with the reticulation of water supply in each scheme will be funded by a per kilolitre charge (consumption charge) for every kilolitre of water used as measured by a meter. Meters shall be read as near as practicable to 30 June and 31 December each year, but generally throughout the months of June and December. Water Consumption charges will be included on each six monthly rate notice.
Tier Range Limits
|Meter Size||Kilolitres per Teir|
|Tier 1||Tier 2||Tier 3||Tier 4||Tier 5||Tier 6|
|20 mm||0 - 80||81 - 120||121 - 300||301 - 500||501 - 1,700||> 1,700|
|25mm||0 - 128||129 - 192||193 - 480||481 - 800||801 - 2,720||> 2,720|
|32/40 mm||0 - 320||321 - 480||481 - 1,200||1,201 - 2,000||2,001 - 6,800||> 6,800|
|50/80 mm||0 - 520||521 - 780||781 - 1,950||1,951 - 3,250||3,251 - 11,050||> 11,050|
|100 mm||0 - 1,200||1,201 - 1,800||1,801 - 4,500||4,501 - 7,500||7,501 - 25,500||> 25,500|
Charges per Kilolitre for Water Used
|Water Area||Tier 1||Tier 2||Tier 3||Tier 4||Tier 5||Tier 6|