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Department of Natural Resources, Mines and Energy

Performance reporting

Water service providers need to invest in sound strategic and financial planning, so they can deliver safe and reliable services. To support this, we have introduced a mandatory performance reporting framework which requires annual reporting on key performance indicators (KPIs).

The framework will improve openness and give customers more insights into service provider performance and challenges. Service providers will be able to monitor and compare their results with other providers. This will help identify areas for improvement and budget priorities.

The purpose of performance reporting is to benchmark providers to encourage voluntary performance improvements and provide information to customers across Queensland to enable them to compare their provider performance to others around the state.

Reporting requirements

The KPIs are designed to monitor and benchmark performance on these common industry metrics:

  • water supply security
  • service delivery
  • financial stability
  • infrastructure investment and maintenance
  • demand management
  • customer service and affordability.

The number of KPIs reported on will vary according to the size of the provider and the type of service provided (as stated in the report requirement notice).

Content of performance reports

The annual performance report will include performance data against each KPI in the report requirement notice.

The performance report may also include:

  • a summary of any findings or recommendations in a performance audit report for the financial year
  • a report on the implementation of an improvement plan
  • a report about any action taken as directed by us.

Audit of performance report data

Periodically, service providers will need to engage a third party to audit the accuracy of data provided. A copy of the audit report must be provided to us.

We will notify providers which year their report is due.

Exceptions

Service providers that only supply water for non-drinking purposes will not be required to prepare a performance report but must maintain their registration as a service provider.

Report requirement notices

We issue a report requirement notice to service providers which lists the KPIs they must report on in their annual performance report.

New notices will only be issued if there is a change to the KPIs or other reporting requirements.

Read more about KPIs in the definitions guide (PDF, 651.6KB).

Submitting performance reports

Service providers have until 1 October each year to submit their performance reports for the previous financial year.

Service providers can submit their report to us using the Statewide Water Information Management (SWIM) database or email drinkingwater.reporting@dnrme.qld.gov.au to ask about other options.

The completed performance report should be published on the service provider's website as soon as possible.

Water and sewerage service provider performance comparative report

Read the 2015-16 service provider comparative report (PDF, 3.2MB).

Last updated:
25 January 2018
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