Water and Sewerage Customer Service Standards and Charter CUS-01

Transcription

1 Water and Sewerage Customer Service Standards and Charter CUS-01 January 2016

2 Table of Contents 1. City of Gold Coast Purpose Disclaimer Our services Drinking water supply Water connection area Areas outside the water connection area Future connection for properties outside the water connection area Water connections Temporary Connections Drinking (potable) water filling stations Metered Standpipes Sewage collection, treatment and disposal Sewerage connection area Areas outside the sewerage connection area Future connection for properties outside the sewerage connection area Sewer connections Trade waste management Trade waste approval Class A+ recycled water supply Non Class A+ recycled water supply Connection to non-class A+ recycled water Recycled water filling stations Recycled water carriers Recycled Water Management Plan Our charges Introduction Quarterly Billing Water service charge Water consumption charge Sewerage service charge Class A+ recycled water consumption charge Non-residential charges Water service charge Water consumption charge Sewerage service charge Sewerage volumetric charge Class A+ recycled water charge Fire Service charge Metered standpipe charges...11

3 3.8 Use of non-class A+ recycled water Use of water for fire fighting Our rights and responsibilities Introduction Service standards Meters Meter accuracy Meter replacement program Water and sewerage rate notice Planned and unplanned works, repairs and maintenance Reinstatement of surfaces Restriction of supply Your rights and responsibilities Introduction Information and privacy Internet access Customer call monitoring Special health needs Property connections Development and redevelopment of properties Disconnection of water supply Disconnection of sewer mains Backflow prevention Building near or over services Stormwater discharge Obstruction of overflow relief gullies Sewer flap valves On-site pump stations and treatment facilities Metering Special meter readings Sub-metering of multi-unit developments Meter accuracy testing Monitoring water use and water leaks Water conservation Permanent water conservation measures Recycled water management plans Rainwater tanks Water and sewerage rate notice Payment Tenants Hardship arrangements...20

4 5.7.4 Concealed water leaks Water used for fire fighting Bursts, blockages and spills Sewage blockages in private plumbing Water damage and sewage overflows Working together General enquiries Service faults Payment enquiries Administration centres Branch offices Complaints What is a complaint? Complaint handling Water and sewerage rate notice complaints Odour complaints Water quality complaints Appointments Websites Scientific Services and Education Programs Scientific services School education programs Definitions and meanings 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 Appendix B service standards Service standards...31

5 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. Page 5 of 33

6 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 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 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 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 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 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 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 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. Page 6 of 33

7 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 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 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 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 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. Page 7 of 33

8 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 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) 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. Page 8 of 33

9 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 Recycled water carriers Non-Class A+ recycled water may only be transported and used by approved recycled water carriers 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. Page 9 of 33

10 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 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 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: Water service charge The water service charge is the same as for residential customers Water consumption charge The water consumption charge is the same as for residential customers Sewerage service charge The sewerage service charge is the same as for residential customers. Page 10 of 33

11 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 industrybased 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 Class A+ recycled water charge The Class A+ recycled water charge is the same as for residential customers 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 Metered standpipe charges Any metered standpipe used to draw water from our reticulation system must be hired on a long-term or shortterm 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. Page 11 of 33

12 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 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 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 Page 12 of 33

13 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: Page 13 of 33

14 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. Page 14 of 33

15 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 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 Internet access The City's internet service provider records anonymous web log data and 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. Page 15 of 33

16 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 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 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 for any enquiries on the development of properties involving material change in use, reconfiguring of lots and operational works 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 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 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. Page 16 of 33

17 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 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 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 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 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. Page 17 of 33

18 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 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 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 A standard fee is payable upon application 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 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 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. Page 18 of 33

19 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 Permanent water conservation measures The Queensland Water Commission (QWC), which set the permanent water conservation measures, ceased operations from 1 January There are currently no water restrictions in the divisions serviced by the City 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 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 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 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: Page 19 of 33

20 the property is individually metered the property is water-efficient (all water using devices must have a minimum 3-star rating under the waterefficient 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 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 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 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 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. Page 20 of 33

21 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 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. Page 21 of 33

22 6. Working together 6.1 General enquiries General enquiries can be made by contacting the Customer Contact Centre by phone (Monday to Friday, 7am to 6pm (excluding public holidays) - customercontact@goldcoast.qld.gov.au post Council of the City of Gold Coast PO Box 5042 Gold Coast Mail Centre QLD Service faults For any service faults or concerns about water quality or sewage odours, contact the 24 hour Customer Contact Centre on Payment enquiries Payment enquiries or requests for assistance with payment of charges can be made at the 24 hour Customer Contact Centre on 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: Branch offices Broadbeach 61 Sunshine Boulevard Mermaid Waters QLD 4218 Telephone: 1300 GOLDCOAST ( ) 8.15am 4.30pm, Monday to Friday (Closed 1pm - 2pm) Burleigh Heads Park Avenue Burleigh Heads QLD 4220 Telephone: 1300 GOLDCOAST ( ) 8.15am 4.30pm, Monday to Friday Coolangatta Level 1, The Strand Corner Marine Parade and Dutton Street Coolangatta QLD 4225 Telephone: 1300 GOLDCOAST ( ) 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 ( ) 8.15am 4.30pm, Monday to Friday (Closed 1pm - 2pm) Page 22 of 33