2.

How are we working with customers?

Listening to our customers

Understanding what our customers want is a big driver for Sydney Water.

Our customers have given us a clear message: most want more than just clean, reliable drinking water and standard services. They want products and services that provide value for money.

We want to make it easy for customers to connect and do business with us. While we are customer focused, our customer culture is continuing to evolve. We are working hard to listen to the customers’ voice and build it into decision-making.

We are already listening to our customers in a number of ways.

We regularly survey customers to find out what they think of us and how we can improve. Overall, customers view us positively, rating our service quality 7.5 out of 10.

Customers also think our customer facing staff in the field and in our Contact Centre do a great job. They believe we handle customer queries efficiently, have a good attitude and are easy to contact. For more information, see How are we tracking?.

We engage with customers at a community level. In December 2011, we renewed the Community Consultation Committee for North Head Wastewater Treatment Plant. The group will improve communications around the operation of the plant and discuss any issues impacting the local community.

We also continued to consult with our Customer Council on a range of topics. Some of these included the IPART pricing determination, the Payment Assistance Program, customer engagement and forecast water use.

We value the input from both these groups and will work with them so we can continue to understand what is important to our customers in the future.

Image of a Customer Council meeting

One way we listen to our customers is through the Customer Council. Pictured L-R Colin Foye (BlueScope Steel), Elizabeth Priestley (The Council of Social Service of NSW), John McInerney (Local Government), Carolyn Hodge (Public Interest Advocacy Centre), Julie Hegarty (Local Government), Martin Wells (Urban Development Institute of Australia); Nefley Hetherington, Sandra Gamble, Angela Tsoukatos, Catherine Rolston and Greg Longmuir (Sydney Water).