Appendix 5: Guarantee of service and social programs

Our Customer Contract contains provisions to address customers’ access to water supply, including:

  • rights for customers experiencing hardship

  • delivery of customer assistance

  • restriction, disconnection and restoration procedures.

We made no changes to these Customer Contract provisions during 2011–12.

We run several social programs at the direction of the NSW Government. The goals of the programs are:

  • equity and affordability – to give customers adequate access to water, wastewater and drainage services

  • environmental – to protect sensitive environments and local waterways.

During 2011–12, we provided social programs totalling $151.9 million. This represents an increase of 5% or $7.7 million from the previous year, mainly due to higher pensioner rebates.

Figure 19 – Our five-year history of social program expenditure 2007–08 to 2011–12

Image of Figure 19 – Our five-year history of social program expenditure 2007–08 to 2011–12