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HUNTER WATER CORPORATION COMPLIANCE AND PERFORMANCE REPORT 2012-13

SEPTEMBER 2013

Version 1.0 – August 2013

Address: 36 Honeysuckle Drive, Newcastle NSW 2300

Telephone: 1300 657 657

Fax: 02 4949 9414

TTY: 131 450

Website: www.hunterwater.com.au

© Hunter Water Corporation October 2012

ISSN: 1836-3253

ABN: 46228513446

Disclaimer

Hunter Water makes every effort to ensure the accuracy of the information provided. However, Hunter Water accepts no responsibility for incorrect information and encourages the public to contact us directly for verification.

Compliance and Performance Report 2012-2013│1

Contents

Executive Summary .............................................................................................................................. 6 1 Introduction ...................................................................................................................................... 7 2 Water Quality .................................................................................................................................... 8

2.1 Introduction ................................................................................................................................ 8 2.2 Drinking Water ........................................................................................................................... 8

Overview of Drinking Water Supply Systems ............................................................................ 8 Water Supply Systems and Performance at Critical Control Points ........................................ 12 Verification Monitoring ............................................................................................................. 20 Drinking Water Quality Management Activities and Programs 2012-13 ................................. 22 Drinking Water Quality Management Activities and Programs to Meet Future Objectives ..... 23 Proposed Significant Changes to the Drinking Water Quality Management System .............. 23 Water Quality Incidents and Actions Taken to Resolve Them ................................................ 24

2.3 Recycled Water ....................................................................................................................... 24 Overview of Recycled Water Systems .................................................................................... 25 Recycled Water Systems and Performance of Critical Control Points .................................... 27 Recycled Water Quality Management Activities and Programs 2012-13 ................................ 28 Recycled Water Quality Management Activities and Programs to Meet Future Objectives.... 29 Proposed Significant Changes to the Recycled Water Quality Management System ............ 29 Recycled Water Issues and Actions Taken ............................................................................. 29

3 Water Quantity................................................................................................................................ 31 3.1 Introduction .............................................................................................................................. 31 3.2 Water Conservation Target ...................................................................................................... 31 3.3 Residential Water Conservation Projects 2012-13 .................................................................. 32

Community Water Efficiency Education .................................................................................. 33 Household Appliance Replacement Incentives ....................................................................... 35 Review of Effectiveness of Residential Water Efficiency Projects .......................................... 35

3.4 Proposed Water Conservation Projects 2013-14 .................................................................... 35 Community Education and Awareness Programs ................................................................... 36 Household Appliance Replacement Incentives ....................................................................... 36

3.5 Water Sources in the lower Hunter .......................................................................................... 37 Chichester Dam ....................................................................................................................... 38 Grahamstown Dam .................................................................................................................. 39 Tomago Sandbeds .................................................................................................................. 39 Small Water Sources ............................................................................................................... 39

3.6 Reliable Quantity of Water Available from Existing Storages (yield) ....................................... 40 Service Levels for Drought Security (Definition of ‘Yield’) ....................................................... 40 Lower Hunter Yield .................................................................................................................. 40

3.7 Factors Affecting Yield ............................................................................................................. 41 Water Storage Performance in Drought .................................................................................. 41 Climatic Data, Trends and Projections .................................................................................... 41 Supply to and/or From Areas Outside the Area of Operations ................................................ 42 Constraints on Extraction of Water Due to Water Management Legislation ........................... 42

4 Assets ............................................................................................................................................. 43 4.1 Introduction .............................................................................................................................. 43 4.2 Overview of Hunter Water’s Asset Management System ....................................................... 43 4.3 Asset Management Activities and Programs Completed in 2012-13 ...................................... 44

Aquamark Recommended Initiative 1 – Alignment of Capability with Objectives ................... 45 Aquamark Recommended Initiative 2 – Rigorous Challenging of Business Cases ................ 46


Aquamark Recommended Initiative 3 – Consistent Approach to Maintenance Management 47 Aquamark Recommended Initiative 4 - Consistent Approach to Critical Assets .................... 48 Aquamark Recommended Initiative 5 - Operations and Maintenance Procedures Review ... 49

4.4 Asset Management System Failures ....................................................................................... 50 System Failure: Business Support Systems ............................................................................ 50

4.5 Proposed Significant Changes to the Asset Management System ......................................... 50 Redeveloping Hunter Water’s Asset Management Sytem ...................................................... 50

4.6 Asset Management Activities and Programs Proposed for 2013-14 ....................................... 51 Continued Work On Aquamark (2012) Recommendations ..................................................... 51 Electrical Safety Project ........................................................................................................... 51

5 Customers and Consumers .......................................................................................................... 52 5.1 Introduction .............................................................................................................................. 52 5.2 The Role of the Consultative Forum ........................................................................................ 52 5.3 Consultative Forum Activities and Achievements 2012-13 ..................................................... 53

Key Matters Raised in 2012-13 ............................................................................................... 53 Achievements in 2012-13 ........................................................................................................ 54

5.4 Customer Complaints .............................................................................................................. 55 Performance ............................................................................................................................ 55 Systematic Problems Arising from Complaints and Actions Taken to Resolve ...................... 64

5.5 Proposed Significant Changes ................................................................................................ 64 The Customer Contract ........................................................................................................... 64 The Procedure for Payment Difficulties and Actions for Non-Payment ................................... 64 The Consultative Forum Charter ............................................................................................. 64 The Internal Complaints Handling Procedure .......................................................................... 64 The External Dispute Resolution Scheme ............................................................................... 64

6 Environment ................................................................................................................................... 65 6.1 Introduction .............................................................................................................................. 65 6.2 Hunter Water Corporation’s Environmental Management System .......................................... 65 6.3 Changes to Environmental Targets – the 2013-2017 Environmental Management Plan ....... 66 6.4 Goal 1: Protection of Drinking Water Catchments ................................................................... 66

Actions to Manage Risks ......................................................................................................... 66 Performance Against Targets .................................................................................................. 68 Activities Planned for 2013-14 ................................................................................................. 71

6.5 Goal 2 - Reliable Supply of Drinking Water with Appropriate Environmental Management ... 71 Actions to Manage Risks ......................................................................................................... 71 Activities Planned for 2013-14 ................................................................................................. 77

6.6 Goal 3 - Conserve water supplies by ensuring efficient water use .......................................... 77 Actions to Manage Risks ......................................................................................................... 78 Performance Against Targets .................................................................................................. 79 Activities Planned for 2013-14 ................................................................................................. 82

6.7 Goal 4 - Manage Stormwater and Wastewater Infrastructure to Ensure Healthy Waterways 85 Actions to Manage Risks ......................................................................................................... 85 Performance Against Targets .................................................................................................. 85 Activities Planned for 2013-14 ................................................................................................. 90

6.8 Goal 5 - Minimise the Environmental Impacts of Hunter Waters Infrastructure Projects ........ 90 Actions to Manage Risks ......................................................................................................... 90 Performance Against Targets .................................................................................................. 92 Activities Planned for 2013-14 ................................................................................................. 94

6.9 Goal 6 - Promote Efficient Use of Resources and Minimisation of Waste .............................. 94 Actions to Manage Risks ......................................................................................................... 94


Performance Against Targets .................................................................................................. 95 Activities Planned for 2013-14 ............................................................................................... 100

6.10 Goal 7 - Responsibly Manage our Land and Property Assets .............................................. 101 Actions to Manage Risks ....................................................................................................... 101 Performance Against Targets ................................................................................................ 102 Activities Planned for 2013-14 ............................................................................................... 104

6.11 Goal 8 - Contribute to Sustainability and Environmental Awareness in the Community ....... 104 Actions to Manage Risks ....................................................................................................... 104 Performance Against Targets ................................................................................................ 105 Activities Planned for 2013-14 ............................................................................................... 107

6.12 Goal 9 - Environmental Management Practices and Promote a Responsible Culture .......... 107 Actions to Manage Risks ....................................................................................................... 107 Performance Against Targets ................................................................................................ 108 Activities Planned for 2013-14 ............................................................................................... 110

7 Performance Monitoring ............................................................................................................. 111 7.1 Introduction ............................................................................................................................ 111

Water Pressure Standard ...................................................................................................... 111 Water Continuity Standard ..................................................................................................... 112 Wastewater Overflow Standard ............................................................................................. 113

7.2 Performance Indicators 2012-13 ........................................................................................... 116 IPART Performance Indicators .............................................................................................. 116

8 Glossary ........................................................................................................................................ 157 8.1 Treatment Processes ............................................................................................................ 157 8.2 Key Physical, Chemical and Microbiological Parameters ..................................................... 158

Appendices

Appendix A Revised Goals and Targets in the 2013-17 Environmental Management Plan......171

List of Tables

Table 2.1 Chichester Water Supply Critical Control Point Performance 2012-13 ........................ 14

Table 2.2 Grahamstown Water Supply Critical Control Point Performance 2012-13 .................. 16

Table 2.3 Lemon Tree Passage Water Supply Critical Control Point Performance 2012-13 ...... 17

Table 2.4 Anna Bay and Nelson Bay Critical Control Point Performance 2012-13 .................... 19

Table 2.5 Gresford Water Supply Critical Control Point Performance 2012-13 ........................... 20

Table 2.6 Microbiological Water Quality 2012-13 ......................................................................... 21

Table 2.7 Key Physical / Chemical Parameters 2012-13 ............................................................. 21

Table 2.8 Drinking Water Quality Management Activities and Programs 2012-13 ...................... 22

Table 2.9 Proposed Drinking Water Quality Management Activities and Programs .................... 23

Table 2.10 Hunter Water’s Recycled Water Schemes ................................................................... 25

Table 2.11 The Vintage Recycled Water Scheme ......................................................................... 27

Table 2.12 Recycled Water Activities and Programs 2012-13 ....................................................... 28

Table 2.13 Recycled Water Activities and Programs 2013-14 ....................................................... 29

Table 3.1 Residential Water Use Per Annum ............................................................................... 31

Table 3.2 Residential Water Efficiency Projects and Estimated Water Savings .......................... 33

Table 3.3 Capacity of Existing Water Sources ............................................................................. 38


Table 5.1 National Water Indicators ............................................................................................. 52

Table 6.1 Tree Planting ................................................................................................................ 68

Table 6.2 Goal 1 - Performance and Compliance in 2012-13 ...................................................... 69


Table 6.4 Goal 3 - Performance and Compliance in 2012-13 ..................................................... 80

Table 6.5 Key Water Efficiency Projects for 2013-14 ................................................................... 83


Table 6.7 Biosolids Reuse ........................................................................................................... 88


Table 6.9 Key Energy Management Initiatives Undertaken in 2012-13 ....................................... 94


Table 6.11 Goal 7- Performance and Compliance in 2012-13 .................................................... 103

Table 6.12 Value of Sponsorship ................................................................................................. 105

Table 6.13 Goal 8 - Performance and Compliance in 2012-13 .................................................... 106

Table 6.14 Environmental Training Delivered in 2012-13 ............................................................ 108

Table 6.15 Goal 9 - Performance and Compliance in 2012-13 .................................................... 109

Table 7.1 I3 Overview of Events ................................................................................................. 120

Table 7.2 IPART Indicators ........................................................................................................ 147

Table 7.3 National Water Indicators ........................................................................................... 148

List of Figures

Figure 2.1 Hunter Water's Catchments, Storages and Water Treatment Plants ........................... 10

Figure 2.2 Water Supply Zones at Hunter Water .......................................................................... 11

Figure 2.3 Hunter Water’s Recycled Water Schemes ................................................................... 26

Figure 3.1 Ten Year Trend in Residential Water Use.................................................................... 32

Figure 3.2 Major Water Sources .................................................................................................... 38

Figure 3.3 Simulated Water Storage in the Lower Hunter ............................................................ 41

Figure 4.1 Aquamark Functional Comparison with Overall Benchmarking Group ........................ 45

Figure 4.2 Monthly Preventive Maintenance Compliance Record 2012-13 – All Assets .............. 48

Figure 5.1 Total Water and Sewerage Complaints by Year .......................................................... 57

Figure 5.2 Water Quality Complaints by Year .............................................................................. 58

Figure 5.3 Water Service Complaints by Year .............................................................................. 59

Figure 5.4 Sewerage Service Complaints by Year ........................................................................ 60

Figure 5.5 Drainage Complaints by Year ..................................................................................... 61

Figure 5.6 Billing Complaints by Year ........................................................................................... 62

Figure 5.7 Year Comparison of EWON Cases Closed by Level ................................................... 63

Figure 6.1 Breakdown of Water Sourced in 2012-2013 ................................................................ 75

Figure 6.2 Volumes of Water Sourced from 2003-04 to 2012-13 ................................................. 76

Figure 6.3 Extraction from Water Sources and Storages in 2012-13 ............................................ 76

Figure 6.4 Extraction from Water Sources 2003-02 to 2012-13 .................................................... 77

Figure 6.5 Annual Water Consumption – 5 Year Rolling Average ................................................ 81

Figure 6.6 Recycled Water Consumption By Sector ..................................................................... 82


Figure 6.7 Compliant Wastewater Treatment Plants ..................................................................... 88

Figure 6.8 Dry Tonnes of Biosolids Beneficially Reused ............................................................... 89

Figure 6.9 Markets for Biosolids .................................................................................................... 90

Figure 6.10 Energy Consumption by Asset Category 2012-13 ....................................................... 98

Figure 6.11 Historical Net Greenhouse Gas Emissions (Tonnes CO2 - Equivalents) ..................... 99

Figure 6.12 Greenhouse Gas Emissions Breakdown .................................................................... 100

Figure7.1 Water Pressure Standard ........................................................................................... 111

Figure 7.2 Water Continuity Standard (a) .................................................................................... 112

Figure7.3 Water Continuity Standard (b) .................................................................................... 113

Figure 7.4 Wastewater Overflow Standard (a) Performance ...................................................... 114

Figure 7.5 Wastewater Overflow Standard (b) Performance ...................................................... 115

Figure 7.6 WQ1 Performance ...................................................................................................... 116

Figure 7.7 WQ1.2 Performance ................................................................................................... 117

Figure 7.8 I1 Performance ........................................................................................................... 118








Figure 7.16 E1 Performance .......................................................................................................... 127





Figure 7.21 E11 Performance ........................................................................................................ 132



Figure 7.24 C1 Performance ......................................................................................................... 135







Figure 7.31 C10 Performance ....................................................................................................... 142






Executive Summary

Hunter Water Corporation (Hunter Water) is committed to delivering high quality, dependable and affordable water and wastewater services to the community of the lower Hunter region. Compliance with regulatory obligations is a key focus of Hunter Water’s operations. Hunter Water consistently complies with its Operating Licence obligations.

In 2012-13 Hunter Water achieved 100 per cent compliance with the standards set under the Operating Licence. This includes water continuity, water pressure and wastewater overflows. Hunter Water was also 100 per cent compliant with water quality targets for the year.

In the area of water quality, Hunter Water has identified critical control points across the water network and has achieved full compliance in 2012-13. For recycled water the critical control points are under development for each of the 16 recycled water schemes, as has been agreed with NSW Health. Critical control points have been developed for The Vintage Golf Club recycled water scheme and in 2012-13 Hunter Water achieved full compliance.

Hunter Water continues to work with the Metropolitan Water Directorate for water quantity planning as part of the Lower Hunter Water Plan. In 2012-13 a new water supply yield was defined and further work for the Lower Hunter Water Plan will continue in 2013-14.

In the 2012-13 period Hunter Water participated in the Aquamark 2012 benchmarking exercise and for six of the seven measures, Hunter Water performed above the median of the participating utilities. Opportunities for continued improvement have been identified and Hunter Water continues to work through the implementation of these initiatives.

The Community Consultative Forum continued to work with Hunter Water to address customer issues relating to planning and operations. In 2012-13 Hunter Water implemented a new Credit and Account Assistance Policy and updated its payment assistance scheme to support household customers in hardship.

Hunter Water has continued to deliver positive outcomes for the environment through its Environmental Management Plan (EMP) which defines the objectives and targets that Hunter Water use to manage risk and drive environmental improvements. A new EMP has been developed for the 2013-17 period and contains 11 primary goals that address Hunter Water’s key responsibilities to the community and environment.

Hunter Water has performed soundly during the first year of the new Operating Licence and is committed to full compliance with all relevant regulatory obligations.


1 Introduction

Hunter Water is a state-owned Corporation that provides water and wastewater services to over half a million people in the lower Hunter region. Hunter Water’s primary purpose is to supply reliable high quality water and wastewater services to its customers. Hunter Water’s operations are governed by an Operating Licence issued by IPART.

A new Operating Licence commenced on 1 July 2012 and will govern operations until 30 June 2017. The Operating Licence stipulates the manner in which Hunter Water will manage water quality, water quantity, assets, customers and consumers, environmental responsibilities, quality management and performance targets and monitoring.

The 2012-13 Compliance and Performance Report provides detailed information on Hunter Water’s performance against prescribed clauses of the Operating Licence. The 2012-13 Compliance and Performance Report is the first annual report under the 2012-17 Operating Licence.

Water quality performance is reported in chapter two. This chapter details the 2012-13 water quality activities and associated performance and outlines the activities and programs scheduled for 2013-14. Furthermore, the chapter reports on the performance of critical control points and any drinking water quality and recycled water quality management system failures and the actions that were taken to resolve these.

Water quantity performance is reported in chapter three. It reports on compliance with the water conservation target for residential water use in the lower Hunter region. The chapter details projects undertaken in 2012-13 and those planned for 2013-14. Furthermore the chapter details the new definition of yield as developed under the Lower Hunter Water Plan and information regarding quantities of water that can be derived from existing water sources.

Asset performance is reported in chapter four. This chapter reports on Hunter Water’s asset management system which is in accordance with the Aquamark 2012 benchmarking tool. It reports on the asset management programs and activities and associated outcomes as achieved in 2012-13 and those scheduled for 2013-14. Furthermore, the chapter details any system failures and proposed significant changes.

Customer and consumer performance is reported in chapter five. It reports on achievements of the Community Consultative Forum and matters arising from 2012-13 meetings. It also details complaint performance, systematic problems arising from complaints and the actions taken to resolve them. Proposed significant changes are also addressed.

Environment performance is reported in chapter six. It reports on the activities and programs undertaken in 2012-13 to manage risks to the environment. It also details Hunter Water’s performance in meeting targets for 2012-13 and those targets that are scheduled for 2013-14. Proposed significant changes are also addressed.

Performance monitoring is reported in chapter seven. This chapter provides performance data for key system performance standards as required under the Operating Licence. It compares performance to the previous five years and analysis around the results. Furthermore, the chapter reports performance against the IPART indicator set and presents this against five years of data to identify trends where possible. The data set for the 2012-13 National Performance Report is also provided.


2 Water Quality

2.1 Introduction

Chapter two provides an overview of Hunter Water’s water quality performance. Specifically, it reports on drinking water and recycled water quality management activities and programs completed in 2012-13 including the results and outcomes of those activities and programs. The chapter also reports on the activities and programs that Hunter Water proposes to undertake in 2013-14 to meet water quality objectives. Furthermore, it details the performance of critical control points over the long term in accordance with the Australian Drinking Water Guidelines and the Australian Guidelines for Recycled Water. The proposed significant changes to the drinking water and recycled water quality management systems are also reported. Finally, the chapter reports on any failures to the drinking water or recycled water quality management systems and the actions that have been taken to resolve them.

2.2 Drinking Water

Overview of Drinking Water Supply Systems

Hunter Water supplies high quality drinking water to more than half a million people in the Lower Hunter region of New South Wales.

Drinking water sources within Hunter Water’s area of operations include:

Chichester Dam;

Grahamstown Dam;

Tomago Sandbeds;

Anna Bay Sandbeds;

The Paterson River; and

The Allyn River.

Hunter Water operates six water treatment plants (WTPs) within its Area of Operations:

Dungog WTP;

Grahamstown WTP ;

Lemon Tree Passage WTP;

Anna Bay WTP;

Nelson Bay WTP; and

Gresford WTP.

The location of Hunter Water’s catchments, storages and WTPs are shown in Figure 2.1.

Hunter Water supplies a small volume of treated water to Midcoast Water in Karuah and can also supply and receive bulk treated water from Wyong Council. During 2012-13, Hunter Water supplied 22.6 ML of water to Wyong Council, but did not receive any water from Wyong’s water supply system.


Water supply zones are shown in Figure 2.2. Water supplied by Hunter Water is transported and stored within a closed, well-maintained distribution system. All clear water tanks and storage reservoirs within the distribution system are fully covered and regular inspections are undertaken to ensure the integrity of the system is maintained. Security measures are in place to prevent unauthorised access to water storages.

Maintenance and construction activities are undertaken in accordance with procedures that are designed to ensure drinking water quality is protected.

Hunter Water has backflow prevention measures in place to protect the water supply system from backflow from properties that are connected to the system.


Figure 2.1 Hunter Water's Catchments, Storages and Water Treatment Plants


Figure 2.2 Water Supply Zones at Hunter Water


Water Supply Systems and Performance at Critical Control Points

Hunter Water’s drinking water systems are managed in line with the 2011 Australian Drinking Water Guidelines (2011 ADWG’s) framework for management of drinking water quality (referred to as ‘the Framework’). One of the key elements of the Framework is the application of preventive measures at all steps in the water supply process from catchment to tap to ensure that consistently safe drinking water is supplied.

Critical Control Points are an important component of this element.

“A critical control point is defined as an activity, procedure or process at which control can be applied and which is essential to prevent a hazard or reduce it to an acceptable level.” (ADWG 2011 Section 3.3.2 Critical Control Points)

Critical control points have been identified for all of Hunter Water’s water supply systems. Where practical, water quality parameters at critical control points are continuously monitored using a SCADA system.

Critical limits have been defined for Critical Control Points within Hunter Water’s water supply systems.

“Critical limits are performance criteria that separate acceptability from unacceptability in terms of hazard control and water safety.” (ADWG 2011 Section 3.3.2 Critical Control Points)

Operational target levels for critical control points are set at a level that is more stringent than the critical limit. Using SCADA, alarm limits are set so that corrective action can be taken before the critical limit is reached. For key water quality parameters at some WTPs, the plant automatically shuts down before the critical limit is reached. Hunter Water is implementing automatic shutdown for key water quality parameters at all water treatment plants.

Critical control points where continuous monitoring and control is maintained include:

Coagulation / filtration i.e. operation of coagulation dosing systems, filtered water turbidity etc

Disinfection i.e. operation of chlorination systems, chlorine concentrations, pH, flow rates, clear water tank level etc

Fluoridation i.e. operation of fluoride dosing systems and fluoride concentration

Critical Control Points where it is not practical to have continuous monitoring and control include the following:

Maintenance of a closed distribution system, i.e. to ensure that the integrity of reservoirs is maintained;

Adherence to correct maintenance procedures to ensure watermain breaks and other faults are repaired in a way that will prevent contamination;

Correct procedures applied during construction to prevent contamination within the water supply system; and

Appropriate backflow prevention measures implemented to ensure the water supply is protected from potentially contaminated backflow from properties connected to the system.

An outline of each of Hunter Water’s water supply zones and performance at critical control points during 2012-13 is set out below.


Chichester Water Supply System

The catchment for this source consists mainly of pristine forest within a National Park, with a small area of cleared farmland. Water is chlorinated at the dam and filtered and disinfected at Dungog WTP. A small proportion of water from Dungog WTP is supplied to customers within the Dungog local government area. The majority of water is fed by gravity trunkmain to the Cessnock and Maitland areas (which are within the Chichester water supply zone) and Newcastle (where water from this source blends with water from Grahamstown WTP to form part of the supply to the Grahamstown water supply zone). The estimated population within the Chichester water supply zone is 133,000.

Chichester catchment and storage

The catchment for Chichester Dam is largely within the pristine Barrington Tops National Park with a small area (8 per cent) of cleared farmland. The catchment covers 197 km2 and receives water from the Chichester and Wangat Rivers.

The capacity of Chichester dam is 21,500 ML. The dam wall is 254m long and 43m high. Water from Chichester Dam is chlorinated at the dam and then transported via a gravity pipe to Dungog WTP.

Chichester Dam

Treatment at Dungog WTP

Dungog WTP is a direct filtration plant with a maximum capacity of 85 ML/d.

The treatment plant includes the following processes:

Coagulation / flocculation;

Filtration;

pH correction;

Disinfection; and

Fluoridation. Dungog Water Treatment Plant

A brief explanation of each of the water treatment processes in included in the Glossary.

Chichester distribution system

A small proportion of water from Dungog WTP is supplied to the townships of Dungog, Paterson, Vacy, Clarencetown and Seaham.

The majority of water from this plant is fed by gravity trunkmain to the Cessnock, Maitland and Newcastle areas. Water supplied to Maitland and Cessnock is re-chlorinated at the outlet to Buttai Reservoir. Water from the Chichester trunkmain also gravitates to the Newcastle and Lake Macquarie


areas (Grahamstown water supply zone), where it blends with water supplied from Grahamstown WTP.

Performance at critical control points within the Chichester water supply system during 2012-13 is provided in Table 2.1.

Table 2.1 Chichester Water Supply Critical Control Point Performance 2012-13

Critical Control Point Performance Compliant

Trunkmain chlorination at dam Chlorine concentration within the upper critical limit (< 5 mg/L) at all times

√

Dungog WTP coagulation & filtration

Filtered water turbidity within the critical limit (< 1 NTU) at all times

√

Dungog WTP post-filtration disinfection

Disinfection (CT > 4 min.mg/L) within the critical limit at all times Chlorine concentration within the upper critical limit (< 5 mg/L) at all times

√ √

Dungog WTP fluoridation Fluoride concentration within the critical limit (< 1.5 mg/L) at all times

√

Buttai chlorinator Chlorine concentration within the upper critical limit (< 5 mg/L) at all times

√

Fully enclosed distribution system and storages

Storages were routinely inspected and repairs promptly undertaken

√

Backflow prevention policy and procedures

Backflow prevention policy and procedures implemented

√

Maintenance and repair protocols and procedures

Protocols and procedures implemented √

Construction protocol and procedures


Grahamstown Water Supply System

Grahamstown Dam is fed by its own catchment, as well as water pumped from the Williams River. Water from Grahamstown Dam is filtered and disinfected at Grahamstown WTP. Grahamstown WTP can also treat water from the Tomago source. Treated water from Grahamstown WTP supplies Newcastle and Lake Macquarie, as well as Medowie, Stockton and Kooragang Island. Water from this supply zone is also pumped to the Tomaree Peninsular to form part of the supply to the Anna Bay / Nelson Bay area. The estimated population within the Grahamstown water supply zone is 374,000.

Grahamstown catchment and storage


Grahamstown Dam is an off-river storage with approximately half of the stored water supplied from its own small catchment (area 115 km2) and the remaining half by pumping from the Williams River. The capacity of the dam is 182,300 ML.

Land use in the dam’s direct catchment include State Forest, rural, rural residential and urban.

The main land-use activities in the Williams River Catchment (area 974 km2) are rural in nature with cattle grazing and dairying predominating.

Water is pumped from Grahamstown Dam to Grahamstown WTP.

Grahamstown Dam

Treatment at Grahamstown WTP

Grahamstown WTP is a conventional water treatment plant and can treat water from Grahamstown Dam and / or Tomago Sandbeds. The plant has a maximum capacity of 257 ML/d.

The plant includes the following processes:

Aeration (Tomago water only);


Sedimentation;

Filtration;

pH correction;

Disinfection; and

Fluoridation.

Grahamstown WTP

Grahamstown Distribution System

Treated water from Grahamstown WTP is pumped to the Newcastle and Lake Macquarie local government areas. The water is re-chlorinated at four locations within the Newcastle and Lake Macquarie distribution system to improve the chlorine residual within the distribution system.

Water from Grahamstown WTP is supplied to Medowie, Stockton and Kooragang Island. Water from this zone is also pumped to the Tomaree peninsular to form part of the supply to the Anna Bay / Nelson Bay zone.

Performance at critical control points within the Grahamstown water supply zone during 2012-13 is set out in Table 2.2.


Table 2.2 Grahamstown Water Supply Critical Control Point Performance 2012-13


Grahamstown WTP Coagulation and Filtration

Filtered water turbidity within the critical limit (< 1 NTU) at all times

√

Grahamstown WTP and Mains Disinfection


√ √

Grahamstown WTP Fluoridation Fluoride concentration within the critical limit (< 1.5 mg/L) at all times

√

Distribution System Chlorinators (Cardiff, Toronto, North Lambton, South Wallsend Chlorinators)

Chlorine concentration maintained the within upper critical limit (< 5 mg/L) at all times

√



√



√





Lemon Tree Passage Water Supply System

Water is extracted from the North-Eastern end of the Tomago sandbeds and treated using two-stage filtration and disinfection at Lemon Tree Passage WTP. Treated water is pumped to Tanilba Bay, Mallabula, Lemon Tree Passage, Swan Bay and Karuah. The estimated population supplied by this system is 7,600.

Tomago sandbeds catchment and storage

The Tomago sandbeds catchment covers an extensive area (109km2) from Heatherbrae in the West to Lemon Tree Passage in the East. The majority of the catchment is State Conservation Area however, land use also includes residential, industry, transport, agriculture, utilities, defence force activities, recreational sites and viticulture.

Water is extracted from the Tomago sandbeds using a network of production bores before being treated at Grahamstown WTP, and at the North-Eastern end, at Lemon Tree Passage WTP. Tomago Sandbeds


Treatment at Lemon Tree Passage WTP

Lemon Tree Passage WTP has a maximum capacity of 5 megalitres per day.


Aeration;


Two stage filtration;

pH correction;

Disinfection; and

Fluoridation.

.

Lemon Tree Passage WTP

Lemon Tree Passage Distribution System

Water is supplied from Lemon Tree Passage WTP to Tanilba Bay, Mallabula, Lemon Tree Passage, Swan Bay and Karuah.

Performance at critical control points within the Lemon Tree Passage water supply zone during 2012-13 is set out in Table 2.3.

Table 2.3 Lemon Tree Passage Water Supply Critical Control Point Performance 2012-13


Lemon Tree Passage WTP coagulation and filtration

Filtered water turbidity within the critical limit (< 1 NTU*)

√

Lemon Tree Passage WTP disinfection


√ √

Lemon Tree Passage WTP fluoridation

Fluoride concentration within the critical limit (< 1.5 mg/L) at all times

√



√



√





The following exceptions for filtered water turbidity at Lemon Tree Passage WTP have been agreed to with NSW Health (as set in the criteria for notification to NSW Health):

Clearwater pumps stop/start operation and plant restarting causing brief turbidity spikes (stirring up lime solids); and Filter in a backwash cycle causing brief turbidity spikes. Backwashing of a roughing filter or a secondary filter may

cause turbidity spikes on either or both secondary filters due to flow changes and ripening effects


Anna Bay and Nelson Bay Water Supply System

The Anna Bay Sandbeds are located within the protected catchment of the Tomaree National Park. Water is naturally filtered within the sandbeds, and is aerated and disinfected at Anna Bay and Nelson Bay WTPs. Water from this source is blended with water from Grahamstown WTP to supply the Tomaree Peninsular. The estimated population within the Anna Bay / Nelson Bay Water Supply zone is 25,000.

Anna Bay sandbeds catchment and storage

The Anna Bay Sandbeds are located within the protected catchment of the Tomaree National Park. The catchment area is approximately 16 km2.

The groundwater is naturally filtered within the aquifer. Water is extracted from the sandbeds using a network of production bores and treated at Anna Bay and Nelson Bay WTPs

Anna Bay Bores

Treatment at Anna Bay and Nelson Bay Water

Treatment Plants

Anna Bay and Nelson Bay WTPs can each supply a maximum flow of about 12 ML/d.

The plants use the following processes:

Aeration;

pH correction;

Disinfection; and

Fluoridation.

Anna Bay WTP

Anna Bay / Nelson Bay distribution system

Water from the WTPs supply the Tomaree Peninsular, including Anna Bay, Boat Harbour, Salamander Bay, Nelson Bay, Fingal Bay, Shoal Bay, Corlette and Soldiers Point.

Water from Grahamstown WTP is also used to supply the Anna Bay / Nelson Bay water zone.

Performance at critical control points within the Anna Bay / Nelson Bay water supply zone during 2012-13 is set out in Table 2.4.


Table 2.4 Anna Bay and Nelson Bay Water Supply Critical Control Point Performance 2012-13


Anna Bay/Nelson Bay WTP disinfection


√ √

Anna Bay/Nelson Bay WTP fluoridation

Fluoride concentration within the critical limit (< 1.5 mg/L) at all times

√



√



√





Gresford Water Supply System

Water is extracted from the Allyn and Paterson Rivers and is filtered and disinfected at Gresford WTP. Water is supplied to Gresford and East Gresford, with an estimated population of 330.

Allyn and Paterson Rivers catchment

The predominant land uses within the Allyn and Paterson catchments include grazing, dairy and poultry farming, forestry and recreational activities.

Water is extracted from the Allyn and Paterson Rivers at Gresford, and is treated at the Gresford WTP.

Allyn River


Treatment at Gresford WTP

The maximum capacity of Gresford WTP is 0.6 ML/day.


Microfiltration; and

Disinfection.

The plant is remotely monitored using SCADA.

Automatic shutdown of the plant is in place for key water quality parameters.

Membrane Filtration - Gresford WTP

Gresford distribution system

Water from Gresford WTP is supplied to Gresford and East Gresford.

Performance at critical control points within the Gresford water supply system during 2012-13 is set out in Table 2.5.

Table 2.5 Gresford Water Supply Critical Control Point Performance 2012-13


Gresford WTP Microfiltration Filtered water turbidity within the critical limit (< 1 NTU) at all times

√

Gresford WTP Disinfection Disinfection (CT > 4 min.mg/L) within the critical limit at all times Chlorine concentration within the upper critical limit (< 5 mg/L) at all times

√ √

Fully enclosed Clear Water Tank and distribution system

Clear Water Tank routinely inspected and repairs promptly undertaken

√



√



Construction protocol and procedures Protocols and procedures implemented √

Verification Monitoring

The Framework emphasises a preventive approach (including operational monitoring and process control) combined with verification monitoring (Element five of the framework) to confirm that preventive measures have been effective.

“Verification of drinking water quality provides an important link back to the operation of the water supply system and additional assurance that the preventive measures and treatment barriers in the


water supply system have worked, and are working, to supply safe drinking water.” (ADWG 2011 Section 9.5 p. 9.17)

Verification monitoring is based on results of water quality samples that are representative of water supplied to customer’s taps.

Full compliance with regulatory requirements was achieved for verification monitoring for 2012-13 Table 2.6 and

Table 2.7 show the performance and mean results of analysis for key microbiological and physical / chemical parameters during this period.

It should be noted that the 2011 ADWG specify water quality standards that are considered safe for people to drink over an entire lifetime. Therefore, licence performance is a statistical analysis of results, based on percentage compliance rather than absolute figures.

Table 2.6 Microbiological Water Quality 2012-13

Parameter Health / Aesthetic

Measure of Compliance

Regulatory Target

Whole of Hunter Water 12 Months Samples

Compliant

E.coli Health % of samples containing <1 Most Probable Number (MPN) per 100 mL

>98% of samples shall contain <1 MPN per 100 mL

99.9% of samples contained <1 MPN per 100 mL

√

Table 2.7 Key Physical / Chemical Parameters 2012-13

Category Parameter Units 2011 ADWG

Guideline

Health / Aesthetic

Hunter Water Licence

Performance

12 Months

Mean

Compliant

Physical Turbidity NTU ≤ 5 Aesthetic 0.2 0.2 √

pH 6.5 to 9.2 Aesthetic 7.6 7.5 √

Colour HU ≤ 15 Aesthetic 5 5 √

Chemical Iron mg/L ≤ 0.3 Aesthetic 0.02 0.02 √

Manganese mg/L ≤ 0.5 Health 0.019 0.004 √

Aluminium mg/L ≤ 0.2 Aesthetic 0.052 0.051 √

Copper mg/L ≤ 2 Health 0.013 0.003 √

Lead mg/L ≤ 0.01 Health 0.002 0.001 √

Zinc mg/L ≤ 3 Aesthetic 0.003 0.002 √

Fluoride mg/L ≤ 1.5 Health 1.12 0.92 √

Chlorine mg/L ≤ 5 Health 0.9 0.3 √

Trihalo-methanes

mg/L ≤ 0.25 Health 0.136 0.078 √

Licence performance result for each Physical / Chemical Parameter is determined as follows:

For health related characteristics, the objective is to be confident that the 95th percentile of results over the preceding 12 months is less than the guideline value. This means that the upper bound of the 95 per cent confidence interval for the 95th percentile should be less than the guideline value.


For water quality characteristics which are not health related (ie aesthetic), the objective is to be confident that the mean value (or average) of results over the preceding 12 months is less than the guideline value. This means that the upper bound of the 95 per cent confidence interval for the mean should be less than the guideline value.

A brief explanation for each key water quality parameter is included in the Glossary.

Drinking Water Quality Management Activities and Programs 2012-13

Improvements to drinking water quality management undertaken or underway during 2012-13 are shown in Table 2.8

Table 2.8 Drinking Water Quality Management Activities and Programs 2012-13

ADWG Framework sub-element

Water quality objective Activity / Program Results / Outcomes

3.1 Preventive Measures and Multiple Barriers

Develop strategy for optimising chlorine residual in distribution system to provide additional barrier to pathogens

Distribution System Disinfection Residual Strategy

The strategy includes an investigation of organics in the Grahamstown source, enhanced coagulation at the WTP and, modelling of chlorine in the distribution system. The strategy will be completed by December 2014

3.2 Critical Control Points

Clearly define notification criteria for "failure of disinfection", ie critical limit for primary disinfection

Protocol, target and critical (notification) limit for disinfection at WTPs

Criteria for notification agreed with NSW Health

4.3 Corrective Action Ensure that WTP is shut down before unacceptable water quality is supplied to the zone

Auto-shutdown of WTPs for key water quality parameters

Automatic shutdown for key water quality parameters at WTPs fully implemented at four WTPs and partly implemented at two plants. Automatic shutdown for all WTPs is expected to be completed by end of December 2013

5.1 Water Quality Monitoring

Align pesticide monitoring program to pesticide use within catchments

Investigate pesticides used within Hunter Water's catchments

Investigation of pesticides used within Hunter Water's catchments undertaken and revised monitoring program proposed

7.2 Employee Training Improve staff awareness of risks / preventive approach to protecting drinking water quality.

Water Quality Awareness Training for relevant staff documented in training records

Water quality awareness training is now documented in training records system.


9.1 Investigative studies and research monitoring

Improve understanding of E coli as an indicator bacteria, and organic matter in Grahamstown source

Contributed to Australian Research Council research projects including E. coli as an indicator bacteria, Monitoring organic matter in drinking water systems using fluorescence spectroscopy

Projects on-going

Drinking Water Quality Management Activities and Programs Proposed to Meet Future Objectives

Proposed measures to improve drinking water quality management are outlined in Table 2.9.

Table 2.9 Proposed Drinking Water Quality Management Activities and Programs

ADWG Framework Sub-element

Water Quality Objective Activity / Program Scope / Expected Outcomes / Timeframe


Improve backflow prevention

Review backflow prevention strategies

Revise Backflow Prevention Strategy to include new measures to identify previously unknown high and medium risk customers. Revise Meter Fleet Management Strategy to include improved coverage of backflow prevention for meter fleet replacement. Strategies to be completed by July 2014

4.1 Operational Procedures 4.3 Corrective Action 4.4 Equipment Capability and Maintenance

Optimise operation of distribution chlorinators

Implement improvements to operation of distribution system chlorinators

Review operation of chlorinators in the distribution system and develop optimisation plans for each facility. Improvements plan to be developed by July 2014

4.2 Operational Monitoring

Document real-time performance against operational targets

Development of reporting protocol for filtered water turbidity and CT

System to be in place by July 2014.

5.1 Water Quality Monitoring

Align pesticide monitoring program to pesticide use within catchments

Implement revised pesticide monitoring program which targets pesticides used within Hunter Water's catchments

Revised monitoring program based on investigation of pesticide use within catchments agreed with NSW Health. Revised pesticide monitoring program to commence in 2013-14.

7.2 Employee Training Increase awareness of risks / preventive approach to protecting drinking water quality.

Development of on-line water quality awareness training

On-line training to be developed by July 2014

Proposed Significant Changes to the Drinking Water Quality Management System

Hunter Water does not propose any significant changes to its drinking water quality management systems for 2013-14.


Water Quality Incidents and Actions Taken to Resolve Them

Elevated Manganese at Gresford

Elevated concentrations of manganese were measured at Gresford and East Gresford from 3 to 12 October 2012. Manganese concentrations of up to 0.22 mg/L in the clear water tank and up to 0.17 mg/L in the distribution system were recorded. The ADWG aesthetic guideline for manganese is 0.1 mg/L and the health-based guideline is 0.5 mg/L. Three dirty water complaints were received during this period.

The elevated manganese concentrations were caused by silt build-up on the Paterson River off take structure. The Patterson off-take structure has been modified to reduce the build up of silt. Following modification to the off-take structure, manganese concentrations returned to acceptable levels. Regular cleaning of the structure to remove silt has been scheduled to prevent the problem recurring.

Detection of E. coli at Karuah

E. coli was detected within the distribution system at Karuah on 12 December 2012 and 21 January 2013. Biofilm within the pipe network is considered the probable source of the indicator bacteria however, investigation of other potential sources of contaminants was undertaken.

Karuah reservoir was inspected and found to be in good condition. Bird-wire and grating were installed over the scour pipe outlet to provide a robust barrier against birds and vermin entering.

The frequency and quantity of chlorine tablet dosing at Karuah reservoir was gradually increased to improve chlorine residual throughout the distribution system. Quality assurance controls were implemented for the dosing program to verify that each scheduled tablet dosing was completed.

Localised Taste and Odour Incident at Booragul

Six properties within Booragul were affected by a localised taste and odour problem which occurred on 27 and 28 June 2013. Extensive flushing of the mains and customers water pipes was undertaken, which resolved the problem.

Desktop and field-based investigation of the problem did not identify a definite cause. Possible sources of contamination include:

Backflow under pressure from customer’s service

Backflow under pressure from hydrants

Permeation of ground contamination through the mains

No likely source of backflow such as a pump connected to the distribution system was identified however, a number of water meters were found to not provide adequate backflow prevention. All water meters with the local section of the street were replaced. Backflow from customer’s services is considered to be a possible cause and consequently, Hunter Water will review its Backflow Prevention Strategy as a follow-up to this incident.

2.3 Recycled Water

Hunter Water’s recycled water schemes are currently managed under the National Water Quality Management Strategy Guidelines for Sewerage Systems: Use of Reclaimed Water 2000. As agreed with NSW Health in 2012, Hunter Water is working towards implementing the 2006 Australian Guidelines for Water Recycling (AGWR) by July 2015 for all existing schemes. The AGWR provides a


framework for the management of recycled water systems. The framework emphasises a risk management approach in controlling hazards to human health and the environment.

The key activities required to meet compliance with the AGWR are detailed in Hunter Water’s Five Year Recycled Water Quality Improvement Plan.

Details of activities completed during 2012-13 and proposed future improvements are outlined within this chapter.

Overview of Recycled Water Systems

Hunter Water’s current recycled water schemes provide recycled water from the Branxton, Cessnock, Dora Creek, Dungog, Edgeworth, Farley, Karuah, Kurri, Morpeth and Paxton Wastewater Treatment Works (WWTW) as described in Table 2.10. The location of Hunter Water’s current and proposed recycled water schemes is shown in Figure 2.3.

Table 2.10 Hunter Water’s Recycled Water Schemes

Wastewater Treatment Works Recycled Water Scheme Use

Branxton Branxton Golf Club, local farmer and The Vintage Golf Club

Cessnock Stonebridge Golf Club

Dora Creek Eraring Power Station

Edgeworth Oceanic Coal, Waratah Golf Club

Farley Local farmer

Karuah Karuah Effluent Reuse Enterprise

Kurri Kurri Kurri Kurri Golf Club and Kurri Kurri Tafe

Morpeth Easts Golf Club, McColl Engineering (trotting track irrigation) and local farmer

Paxton Paxton Woodlots

Dungog Local farmer

Hunter Water has committed to manage recycled water delivery processes to meet the requirements of the Operating Licence, customer agreements and other relevant regulatory requirements in a way that protects human and environmental health.

The Operating Licence requires that Hunter Water maintain a Management System that is consistent with the AGWR or, if NSW Health specifies any amendment or addition to the AGWR that applies to Hunter Water, the AGWR as amended or added to by NSW Health.

NSW Health has specified that all Hunter Water’s new recycled water schemes are to meet the requirements of the AGWR and that where necessary work must be done on existing schemes to meet the requirements of the AGWR. A key component of being compliant with the AGWR is the implementation of the risk based management framework.


Figure 2.3 Hunter Water’s Recycled Water Schemes


Recycled Water Systems and Performance of Critical Control Points

An initial Critical Control Point workshop has been conducted with relevant Hunter Water employees, identifying a number of key points in the process of each scheme. These key points will be effective control points to measure recycled water quality. Hunter Water is continuing to improve operational and monitoring procedures so that the optimal monitoring parameters, critical limits and associated preventative or contingent control actions are put in place at each of these points.

Hunter Water has agreed with NSW Health to have implemented the AGWR by July 2015. This will include a documented Recycled Water Management Plan identifying Critical Control Points for every scheme.

Hunter Water continues to work through the process of implementing the AGWR for all recycled water schemes. To date, Hunter Water has identified Critical Control Points as part of the management plan for the scheme supplying recycled water to The Vintage Golf Club.

Branxton Wastewater Treatment Works

Branxton WWTW accepts wastewater from Branxton East, Branxton and Greta. Influent entering the system is primarily residential (domestic) with only small commercial flows from retail outlets, hotels and small automotive repair garages (trade waste).

The WWTW includes the following processes:

Bioreactor;

Membrane Filtration; and

Chlorination.

Recycled water from Branxton WWTW is supplied to external consumers as well as for on-site use. External Customers include the Branxton Golf Course, a local farmer and The Vintage Golf Course.

Performance at Critical Control Points within the Branxton WWTW for The Vintage recycled water scheme, during 2012-13 is set out in Table 2.11.

Table 2.11 The Vintage Recycled Water Scheme


Membranes Turbidity within critical limit (< 0.5 NTU) at all times √

Chlorination The chlorination system is within the critical limits at all times

√


Recycled Water Quality Management Activities and Programs 2012-13

Table 2.12 Recycled Water Activities and Programs 2012-13

AGWR Framework sub-element

Recycled Water Objective

Activity / Program Results / Outcomes

3.1 Preventative measures and multiple barriers

Monitor customer on-site preventative measures

Conduct customer site audits

Site audits were completed to ensure all on-site measures are in operation. Improvement opportunities were identified and communicated.

4.3 Operational corrections Establish and document procedures for corrective actions where operational parameters have not been met

Develop a procedure detailing actions taken when responding to a recycled water event

The Recycled Water Quality Incident Response procedure has been developed.

4.3 Operational corrections Establish rapid communication system

Document a procedure to be followed when communicating recycled water issues

Recycled Water Quality Monitoring and Communication business rules have been created.

4.5 Materials and Chemicals

Ensure only approved materials and chemicals are used

Document procedures for evaluation of products, materials and chemicals

Processes have been developed as part of asset standards within the Asset Management Framework and the Hazardous Chemical manual.

5.5 Short-term evaluation of results

Establish procedures for the short-term review of monitoring data and satisfaction of users of recycled water

Document procedures on assessing, interpreting, reporting and monitoring results including corrective responses

The Recycled Water Quality Incident Response and Recycled Water Quality Monitoring and Communication address these aspects.


Develop reporting mechanisms internally and externally, where required

Establish communication procedures for recycled water quality results

Recycled Water Quality Monitoring and Communication and Hunter Water Australia (HWA) procedures address these aspects.

5.6 Corrective responses Establish and document procedures for corrective responses. Establish rapid communication systems

Revise current procedures with respect to AGWR, management plan and contract requirements

All relevant procedures have been updated to include trigger values for quality, corrective responses, contact details, communication and reporting.

10.2 Reporting Establish procedures for effective internal and external reporting

Establish reporting requirements dealing with incidents and ensuring key information on recycled water is being communicated

The Recycled Water Quality Incident Response, Recycled Water Quality Monitoring and Communication and the recycled water reporting documents have been created.


Recycled Water Quality Management Activities and Programs Proposed to Meet Future Objectives

Table 2.13 Recycled Water Activities and Programs 2013-14

AGWR Framework Sub-element

Recycled Water Objective

Activity / Program Results / Outcomes

2.3 Assessment of water quality data

Assess data to identify trends and potential problems

Update plant operational spreadsheets to identify quality monitoring results and implement automatic notifications if results fall outside values

Automatic notification of potential quality issues and the update of procedures addressing recycled water quality.

2.4 Hazard Identification and Risk Assessment

Identify hazards and risks and preventative measures

Review and update existing risk assessments

Assess if current controls are sufficient and consider new controls if required for each existing scheme.


Identify critical control points, document critical and target limits

Detailed assessment of system to identify requirements for implementation of management plan using Critical control points

Creation of a Hazard Analysis and Critical Control Point report.

4.4 Equipment Capability and Maintenance

Ensure that equipment performs adequately and provides sufficient flexibility and process control

Investigate existing process and identify additional monitoring or design features

Identification of maintenance responsibilities and improved process control.

5.1 Recycled Water Quality Monitoring

Determine characteristics to be monitored, points to be monitored and frequency

Review current monitoring practices

Identification of potential gaps in monitoring. Develop action plan for implementation.


Develop reporting mechanisms internally and externally where required

Develop standard reporting procedures for all major stakeholders

Improved internal and external reporting.

9.1 Validation of processes

Validate processes and procedures to ensure they control hazards effectively

Conduct desktop validation for all existing schemes

Validation reports created identifying compliance standards with AGWR.

Proposed Significant Changes to the Recycled Water Quality Management System

Whilst Hunter Water is progressing the five year plan, no significant changes to its recycled water quality management systems are proposed for 2013-14.

Recycled Water Issues and Actions Taken

Elevated E. coli at Branxton WWTW

The Branxton Recycled Water Quality Management Plan states that for the recycled water restricted access users, NSW Health notification is required for E. coli where consecutive test results in supplied water is >100 org/100mL from the farmers reuse storage pond.

A NSW Health notification was issued on 8 April 2013, as the recycled water quality results indicated an intermittent failure of E. coli results.

Investigations have shown that while the quality of recycled water entering the pond meets the requirements of the AGWR, recontamination occurs in the reuse customer’s pond as it is uncovered.


Discussions with NSW Health have occurred, with consideration given to increasing enforcement of the reuse customer’s on-site preventative measures.

Discussions have also occurred with the reuse customer with a view of modifying their access arrangements to be able to receive recycled water from the covered reuse storage pond. If this occurs the quality of the recycled water will improve because the covering reduces the risk of recontamination. A notice of improvement has been issued to the customer regarding their on-site preventative measure requirements. Discussions with NSW Health regarding the changes to the Branxton Recycled Water Quality Management Plan requirements are ongoing.


3 Water Quantity

3.1 Introduction

Chapter three provides an overview of Hunter Water’s performance in water quantity management. It reports compliance with the Water Conservation Target for residential water use in the lower Hunter, including projects undertaken in 2012-13 and planned for 2013-14 to achieve compliance. It also presents the new definition of yield developed as part of the Lower Hunter Water Plan and an estimate of the maximum reliable quantity of water that Hunter Water can derive each year from its existing water sources using the new yield definition.

3.2 Water Conservation Target

Hunter Water has a Water Conservation Target to ensure that the five year rolling average for annual residential water consumption is equal to or less than 215 kilolitres. The Water Conservation Target has been achieved in 2012-13.

Table 3.1 and Figure 3.1 show historical residential water usage. Water consumption per capita and per property varies each year due to the weather. The five year rolling average water consumption smooths out the effects of weather and has been trending downwards since 2005-06. This is due to water efficient behaviours in the home and more efficient appliances being available when old models need replacing.

Table 3.1 Residential Water Use Per Annum

2003-

04 2004-

05 2005-

06 2006-

07 2007-

08 2008-

09 2009-

10 2010-

11 2011-

12 2012-

13

Kilolitres per property

208 197 205 195 177 180 184 175 163 176

Five year rolling average of above

208 209 208 205 196 191 188 182 176 175

Kilolitres per person

79 75 78 76 70 71 72 67 62 68


Figure 3.1 Ten Year Trend in Residential Water Use

3.3 Residential Water Conservation Projects 2012-13

Hunter Water’s Water Conservation Target is based on residential water use. Hunter Water implements residential water conservation (or efficiency) projects to help meet the target.

Residential water efficiency means the water saved by members of the lower Hunter community is changing the way they use water and or choosing water efficient appliances in the home.

Over the last 20 years there have been significant gains in the water efficiency of residential fittings and appliances. For example, most homes now have dual flush toilets, which are 67 per cent efficient. Showerheads are up to 100 per cent more efficient, taps are up to 90 per cent more efficient and washing machines are typically 50 per cent more efficient.

The uptake of water efficient products has been supported by State and Federal government legislation and incentive schemes, along with Hunter Water programs. National programs have focussed on labelling for water efficient products (Smart Approved Water Mark, 2005 onwards) and minimum water efficiency standards for toilets and washing machines (Water Efficiency Labelling Scheme WELS, 2005 onwards).

NSW government initiatives over the past 10 years have been:

Introduction of BASIX legislation in 2004-05, which imposes minimum water standards for new homes and renovations

Introduction of residential tenancies water efficiency legislation in 2011

NSW Energy Saving Scheme (replaced NSW Greenhouse Gas Abatement Scheme) which encouraged the installation of water efficient shower heads (2003 to 2011)


NSW Government Rebates for water efficient washing machines, rainwater tanks and dual flush toilets (2007-2011);

NSW Home Power Savers Program (income related free home retrofit) (2009- ongoing).

The uptake of water efficient products has significantly improved in recent years. Improvements will continue through the programs above as well as replacement of worn/broken appliances and fittings with new efficient models.

Hunter Water’s residential water efficiency projects aim to:

Support the most efficient use of existing water infrastructure

Raise customer awareness of cost effective opportunities to become more water efficient

Promote water efficient behaviour and improve the region’s readiness to act in drought

Equitably meet customer needs, especially those in financial hardship

Water savings achieved through Hunter Water’s residential water efficiency projects in 2012-13 and forecast water savings from projects planned for 2013-14 are provided in Table 3.2

Table 3.2 Residential Water Efficiency Projects and Estimated Water Savings

Program Project Water savings (ML/year)

Implemented in 2012-13

Since 2004

2013-14 Planned

Education Community education and awareness programs unquantifiable

Appliance replacement incentives

Showerhead exchanges 17 557

18

Shower timer and DIY water saving kit giveaways

n/a n/a

Hunter Region No Interest Loans Scheme (washing machines)

1 n/a 3-4

Total 18 557 21

Community Water Efficiency Education

Hunter Water’s approach to residential water efficiency education involves general education and awareness programs, collaborative promotion of water efficiency programs (such as the Water Efficiency Labelling Scheme for household appliances) and promotion of water saving products.

Hunter Water has developed a diverse community education and awareness program that continues to be delivered via a range of channels in partnership with community, industry and other agencies such as local government. The initiatives below have been delivered during 2012-13.

Website

Hunter Water’s website includes a dedicated “Save Water” section that provides information on how to be water efficient in the home and garden (http://www.hunterwater.com.au/Save-Water/Save-Water.aspx). In 2012-13 the residential sections - save water (landing page), water usage calculator, our save water initiatives, in the home, in the garden and how many buckets can you save – received 28,901 unique visitors.


Annual Water Efficiency Campaign

Advertising campaigns promoted water efficient behaviour in summer 2012-13. This included advertising in eight newspapers across the region, radio advertising on NXFM and KOFM and the Hunter Water stall at Surfest in February 2013. Three easy and simple water saving tips were promoted to residents to demonstrate how easy it is to save a bucket of water.

Educational Material to Schools

Hunter Water provides funding for the Ship O’Fools educational Bubbles and Supa Squirt Water Saving Show, catering for students from Kindergarten through to year six. The show was delivered to 7,360 students in 2012-13.

Community Sponsorship

In 2012-13 Hunter Water Community Grants provided direct funding to community organisations for water conservation projects.

Most of the grants were used to fund rainwater tanks, so that rainwater can be used outdoors instead of drinking water. Funded projects included:

Community gardens at St Albans Anglican Church, Compass Housing Services, Lake Macquarie High School (for Booragul, Woodrising, Marmong Point Neighbourhood Group) and Morisset Multipurpose Centre

Vegetable garden and education program for children, young people and adults with disabilities via Lifestyle Solutions

Sensory gardens at Seaham Public School and Riding for the Disabled Association

Rain water for irrigation at Newcastle National Park Croquet Club

Rain water for use in gardens and outside play areas at Thornton Child Care and Preschool Centre

Replacement of taps and bubblers with spring action apparatus to reduce water wastage at Mayfield West Demonstration School

Further information on Hunter Water’s Community Grants and recipients is available at http://www.hunterwater.com.au/grants

Promotion of Water Saving Products

Hunter Water continued to support the water efficiency labelling scheme (WELS) for household appliances by including information on WELS under the ’Save Water’ section of the Hunter Water website.

In addition, Hunter Water staff attended several community events to promote and encourage householder uptake of water efficiency products. The focus of the July 2012 Newcastle Home Show was on saving water in the home. Efficient gardening tips were provided at the Living Smart Festival during spring and general water efficiency tips were provided at Merewether High School’s Green Day in June 2013.

This activity relies on customers acting on their new awareness of water efficient products and behaviours; therefore the water savings are unquantifiable.


Household Appliance Replacement Incentives

Hunter Water offered a range of programs to replace home appliances with more water efficient models.

Showerhead Exchanges

Hunter Water jointly offered showerhead exchanges at seven events with Lake Macquarie City Council, Newcastle City Council and Cessnock City Council. Residential customers were able to exchange less efficient showerheads for either a free standard water efficient showerhead or a premium water efficient showerhead at a subsidised cost.

In 2012-13, 767 premium and 1,079 standard showerheads were exchanged providing an estimated annualised 17 ML of water savings.

Shower Timer and DIY Water Saving Kit Giveaways

In 2012-13, Hunter Water gave away stock of small water saving products at community events. These consisted of an electronic programmable shower timer to encourage people to take shorter showers and/or free Do-It-Yourself (DIY) water saving kit with tap aerators, installation tool and instructions for installation. Participation rates are no longer recorded because a recent statistical analysis was unable to verify water savings from this project using existing records and requiring customers to fill in a form to receive the giveaway was discouraging uptake.

Review of Effectiveness of Residential Water Efficiency Projects

In 2012, Hunter Water undertook a review of selected past and current water efficiency programs. Customers expressed high levels of satisfaction with water efficiency programs conducted by Hunter Water1.

A high proportion (97per cent) of retrofit products provided (dual flush toilets, low flow showers, tap aerators) were retained once installed.

Each single residential household participating in Hunter Water’s showerhead exchange program (offered from June 2010) was found to have savings of 12.4 +/- 3.4 kL per year. Each single residential household participating in the Hunter Water toilet replacement program (offered 2010-11) was found to have savings of 20.6 +/- 4.0 kL per year. Statistical analysis of water savings from Do It Yourself Kits was inconclusive.2

3.4 Proposed Water Conservation Projects 2013-14

Hunter Water proposes refocussing its residential water efficiency projects on customer education programs to improve water efficiency behaviours and assisting customers experiencing hardship to purchase water efficient products to help manage their water bills. Hunter Water’s main residential water efficiency projects in 2013-14 are:

1. Community education and awareness

2. Showerhead exchanges

3. Water efficient washing machines for customers experiencing hardship

1 Hunter Valley Research Foundation (HVRF), 2012 2 ISF, 2012


Community Education and Awareness Programs

In 2013-14 Hunter Water will continue its community education and awareness program that includes a dedicated water efficiency section of the website, outdoor spring gardening program, water wise collateral for events and school visits.

It is difficult to quantify the water savings from these initiatives.

Household Appliance Replacement Incentives

Showerhead Exchanges

It is estimated that 85 per cent of all inefficient showerheads will be replaced in the next 10 years. Hunter Water’s showerhead replacement program will speed up the rate of replacement through direct exchange and also through education on the benefits of using a low flow shower.

Customers are able to exchange their existing showerheads for a free standard low flow showerhead or a premium low flow showerhead at a subsidised cost of $50. In 2013-14 this will move from an event based program to ongoing availability of low flow showerheads at Hunter Water’s Customer Service Centres and participating council libraries.

In 2013-14 it is estimated that 2,000 showerheads will be exchanged, saving 18 ML per year of water.

Further information on Showerhead Exchange is available at http://www.hunterwater.com.au/Save-Water/Save-Water-Initiatives/Showerhead-Exchange.aspx

Hunter Region No Interest Loans Scheme – Water Efficient Washing Machines

Hunter Water has partnered with Ausgrid and Hunter Region No Interest Loans (HRNILS) to help people on a limited income, who cannot access mainstream credit, purchase a new washing machine with a water efficiency rating of 4.5 stars or better. HRNILS provide small, no interest loans to low income households for the purchase of essential household goods.

Hunter Water customers are being encouraged to take advantage of Ausgrid's Appliance Assist program. This program allows households on a limited income to purchase a new washing machine or refrigerator that includes a $100 rebate from Ausgrid.

Hunter Water is offering customers the opportunity to receive a free $30 gift card when they choose to scrap their old washing machine. This means that older, less water efficient washing machines are taken out of circulation and fully replaced with efficient models.

A water and energy efficient washing machine can save up to $100 per year in operating costs compared with an inefficient (1 or 2 water efficiency star rating) machine.

To be eligible for a HRNILS loan for a water efficient dual flush toilet or washing machine, you must live in a local government area serviced by Hunter Water, meet the HRNILS low income criteria (e.g. on Centrelink benefits, a low wage earner, on a Health Care card or Pension card), and be over the age of 18.

This program was re-launched in May 2013 and will continue in 2013-14. Water savings are expected to be approximately 3 to 4 ML/year.


3.5 Water Sources in the Lower Hunter

The lower Hunter’s water supply meets the needs of over half-a-million people from the local government areas of Newcastle, Lake Macquarie, Maitland, Cessnock, Port Stephens, Dungog and small parts of Singleton.

Drinking water is drawn from a combination of surface water and groundwater resources. The major water sources are shown in Figure 3.2 and the capacity of each source is provided in Table 3.3.


Figure 3.2 Major Water Sources

Table 3.3 Capacity of Existing Water Sources

Water Source Maximum Capacity (ML)

Chichester 21,500

Grahamstown 182,305

Tomago 60,000

Anna Bay 16,024

Total Storage 279,829

Chichester Dam

Chichester Dam is one of the Hunter’s most important freshwater storages. The dam contributes about 35 per cent of the Lower Hunter’s drinking water supply. The water in Chichester Dam mainly comes from the Barrington Tops National Park.


Water from Chichester Dam is treated at Dungog Water Treatment Plant and around 80 million litres per day on average is used by customers in Dungog, Maitland, Cessnock, Newcastle and Lake Macquarie. Around 14 million litres of water per day is released from the dam as environmental flows that serve to maintain downstream river flow and keep the river healthy. Chichester Dam is relatively small compared to the catchment area so water also flows over the spillway when the dam is full.

Water released from Chichester Dam flows down the Chichester River, joins the Williams River at Bandon Grove and continues its journey downstream to Seaham Weir.

Grahamstown Dam

Water is pumped from the Seaham Weir pool on the Williams River to Grahamstown Dam.

Grahamstown Dam also collects about half of its water from run-off from a local catchment and via rain on its surface. The dam is shallow with a large surface area so it can deplete very rapidly. It is about seven metres deep and has a large surface area about the size of 3,000 football fields. In a hot dry summer, Grahamstown Dam can lose as much in evaporation as it supplies to meet customer demands (about 200 million litres per day).

Water from Grahamstown Dam is treated at Grahamstown Water Treatment Plant and supplies Newcastle, Lake Macquarie and Port Stephens, providing about 40 per cent of the region’s drinking water requirements.

Grahamstown Water Treatment Plant can also treat groundwater from the Tomago aquifer. The Tomago aquifer is often referred to as the Tomago Sandbeds because the aquifer is coastal sand rather than hard rock.

Tomago Sandbeds

The Tomago Sandbeds is the major groundwater source, providing about 20 per cent of the Lower Hunter’s drinking water. The Tomago Sandbeds also have a large surface area and a relatively shallow water table. The water is generally less than five metres below ground level. Natural losses of water occur via seepage through the sand, direct evaporation, as well as evapo-transpiration through plants using the water to survive.

There are a lot of trees covering the Tomago Sandbeds. Pumping town water from the sandbeds has to stop when the water drops to low levels. This ensures that vegetation can continue to access water and support sensitive ecosystems.

Small Water Sources

The Lower Hunter also uses small groundwater sources on the Tomaree Peninsula known as the Tomaree Sandbeds. It is used for localised water supply at relatively low volumes compared with the overall system supply requirements.

The Allyn River and Paterson River provide localised water for treatment and use in the small township of Gresford.

While water from the Allyn River is used most of the time, pumping stops when flows are low and farmers and the environment have priority to use the limited water available. At these times town water is supplied from the Paterson River via Lostock Dam (which is owned and managed by State Water, on behalf of the NSW government).


3.6 Reliable Quantity of Water Available from Existing Storages (yield)

The Metropolitan Water Directorate within the Department of Finance and Services is leading a whole-of-government approach to developing the Lower Hunter Water Plan (LHWP). Providing water security during drought and reliable water supplies to meet the needs of a growing population and business activity are driving factors in developing a new water plan for the region.

As part of the planning process a new definition of ‘yield’ was developed. This is the maximum reliable quantity of water that can be derived from one year to the next, from existing water storages, taking into account all relevant factors.

The volume of water that can reliably be supplied each year in the lower Hunter is calculated by modelling how the water storages behave under different climatic conditions over the long term. The mathematical model takes into account the existing water supply system, operating rules, and forecast water demand. The model is also used to calculate how much water the storages can supply each year on average for agreed service levels.

Service Levels for Drought Security (Definition of ‘Yield’)

In preparing for drought, water planners must balance the community’s needs against the cost of additional sources of water which may only be needed occasionally. The social and environmental costs must be considered as well as the financial costs.

For many drought situations, water restrictions may be a cost-effective approach to provide short-term protection against running out of water. The community’s acceptance of restrictions is an important consideration.

Water planners therefore design water supply systems to meet agreed drought security service levels. These are designed to minimise the risk of running out of water during droughts, and set limits on how often (frequency) and for how long (duration) the community experiences drought water restrictions.

A benchmarking study for the Metropolitan Water Directorate has concluded that the Australian water industry does not have a standard for drought security levels of service. Based on a study of other water utilities in Australia, the proposed service levels for the Lower Hunter Water Plan are:

the average frequency of drought restrictions is not more than once every 10 years on average

the average duration of drought restrictions is not more than five per cent of the time

the chance of water storages approaching empty (defined as 10 per cent total storage level) is not more than once in 10,000 years.

These service levels were used to estimate how much water Hunter Water sources can supply over the long term.

Lower Hunter Yield

The modelling indicates that the lower Hunter storages can currently supply an average of 75 billion litres of water each year, which is enough to cater for growth for the next 20 years or so.

The Metropolitan Water Directorate commissioned a peer review of Hunter Water’s water supply source model and use of the model to calculate yield. The review found the “method for Yield estimation is reasonable and reflects current practice in various jurisdictions”


3.7 Factors Affecting Yield

Water Storage Performance in Drought

The region’s existing water sources perform well in average conditions. However, while the lower Hunter has enough water to meet the average needs of the growing region in the short to medium term, we also need to plan for periods of drought.

The impact of drought on the region’s water supply is shown in Figure 3.3 where significant droughts occurred in the 1900s, 1940s, 1960s, 1980s and 1990s. Strategies to improve water reliability at these times included water restrictions, new sources of supply, and user pays pricing to reduce demand. The region was fortunate to escape the worst of the drought in the 2000s, which impacted most of New South Wales. This was due to a series of ‘east coast lows’ which delivered significant rainfall that replenished storages. However, Hunter storages can drop rapidly during a drought as they are generally small or shallow, and experience significant natural losses from evaporation.

Figure 3.3 Simulated Water Storage in the Lower Hunter (Based on Historic Climate, Current Consumption, Current Water Sources)

Climatic Data, Trends and Projections

Climate and rainfall within the lower Hunter are highly variable and the impacts of future climate change are still unclear.

Hunter Water has been involved in a number research projects related to the potential impact of climate change on rainfall and runoff and how that may affect future water security for the metropolitan regions of NSW. These projects include:

NSW and ACT Regional Climate Model (NARCliM) Project

This project is being led by the Office of Environment and Heritage (OEH) and will develop a regional climate model for NSW and ACT and produce fine scale (10km x 10km) climate projections for use in planning and adapting for climate change impacts at a local scale.


Eastern Seaboard Climate Change Initiative (ESCCI) – East Coast Lows (ECL) Project Five – Influence of ECLs on the Security of Coastal NSW

The Lower Hunter region was fortunate to escape the 2000s drought experienced in Sydney, the Central Coast and much of Eastern Australia due to the occurrence of weather events known as East Coast Lows that generally bring rain. The Lower Hunter catchments had rain events that were missed by other water supply catchments to the north, west and south.

Without the contribution from ECLs, the Lower Hunter dams would have dropped significantly during the 2000s drought in parallel with the steady declines in water storage seen elsewhere across the state, including Sydney and the Central Coast. Instead the Hunter dams stayed relatively full throughout the event.

The Bureau of Meteorology has indicated that there is insufficient knowledge about the occurrence of East Coast Lows for them to be relied on in drought planning.

The ESCCI ECL project aims to better understand the behaviour of the ECL weather patterns as well as how climate change may change its behaviour in future years.

Sub-project five aims to better understand the hydrologic importance of ECLs and related weather systems for water supply to major storages and is therefore of interest to water supply management for the Hunter region.

Robust Optimization of Urban Drought Security for an Uncertain Climate NCCARF Project

This project was the subject of a Climate Change Adaptation Research Grant under the federally funded National Climate Change Adaptation Research Facility (NCCARF). The project contributors are the University of Newcastle, Sydney Catchment Authority and Hunter Water.

As climate predictions for the region continue to improve, the latest research findings will be included in the water supply modelling.

Supply to and/or From Areas Outside the Area of Operations

In 2006, when the Central Coast was in a severe drought situation with storages at record lows, Hunter Water entered into a supply agreement to construct a new strategic pipeline link inter-connecting the Hunter and Central Coast water supply systems. Neither party expects to transfer water under the agreement due to water shortages in the next four years. Water transfers may occur for operational reasons and/or to maintain water quality in the transfer main.

Constraints on Extraction of Water Due to Water Management Legislation

Hunter Water’s water extraction is the subject of licences and approvals under the Water Management Act 2000 (NSW) and conditions in the relevant water sharing plans.

Chichester Dam and Seaham Weir (on the Williams River) have conditions called ‘environmental flow rules’ that aim to help protect aquatic health by providing a share of water for the downstream environment. Changes to environmental flow rules for Chichester Dam and new conditions for Seaham Weir are being investigated which aim to achieve more variability in flows to reflect natural conditions. These investigations are running in parallel with the development of the Lower Hunter Water Plan.


4 Assets

4.1 Introduction

Chapter four provides an overview of Hunter Water’s asset management system which is in accordance with the Aquamark 2012 benchmarking tool. It reports on the asset management programs and activities completed by Hunter Water in 2012-13 and the results and outcomes of these activities. Furthermore, it reports on the proposed programs and activities for 2013-14. The chapter also reports on asset management system failures and proposed significant changes.

4.2 Overview of Hunter Water’s Asset Management System

For more than 100 years Hunter Water has been providing the community with water supply, wastewater collection and treatment, and stormwater services. Delivering this range of services requires management of a large portfolio of physical assets. Hunter Water’s physical assets comprise of multiple water and wastewater systems and sub-systems that are important in ensuring delivery of effective, efficient, high quality services.

In accordance with the Operating Licence, Hunter Water has used the Water Services Association of Australia’s Aquamark benchmarking tool to maintain and improve its Asset Management System. Aquamark provides independent assurance to Hunter Water that asset management is carried out to an appropriate quality and assists in identifying areas for improvement. Aquamark benchmarking is undertaken by many water and wastewater utilities on a four year cycle. In 2012, 37 organisations, including Hunter Water, took part in the benchmarking exercise. The findings of Aquamark (2012) were positive for Hunter Water, with identified asset management strengths in many areas. Particularly strong results were observed in corporate policy and business planning, asset capability forward planning, and asset replacement and rehabilitation functions. A summary of Aquamark results is shown in Figure 4.1.

Aquamark (2012) identified specific opportunities for improvement for Hunter Water. Some of these opportunities included: alignment of organisational management capability with asset management objectives; confirming business cases meet business objectives and investment requirements; holistic and consistent approach to maintenance management; proactive approach to management of critical assets; and review of operations and maintenance procedures. Hunter Water made many improvements to deal with these opportunities during 2012-13, and will continue to address further opportunities for improvement in 2013-14.

The objective of the asset management system is to ensure Hunter Water has in place the framework, processes, procedures, and resources to continually improve and effectively manage physical assets to support the business in meeting its corporate objectives.

Hunter Water’s asset management strengths as identified in Aquamark (2012) include:

Growth mapping project

The project reconciles differing growth/development projections from developers, Councils and others with Hunter Water’s data of actual development connections and service demands.

Capital prioritisation process

Hunter Water has aligned its capital prioritisation processes using a Program Management Office model developed in the United Kingdom.

Asset creation knowledge flagship


The knowledge flagship has been completed and was designed to provide a forum for consistent and proactive development of knowledge based systems associated with asset creation at Hunter Water.

Burwood Beach project

This environmental science project incorporates site specific analysis to understand the impacts of operations relating to human and environmental risks.

Treatment Alliance

This alliance model was implemented across 10 brownfield treatment plant upgrades to meet specific time, cost and quality outcomes.

Rising main risk model and watermain replacement analysis

These models provide a basis for segmented risk analysis for water mains and rising mains.

Energy management program

This program was designed to optimise energy use in Hunter Water and reduce greenhouse gas emissions.

Asset Management Framework

Hunter Water is building a consistent documented framework for asset management across the business.

4.3 Asset Management Activities and Programs Completed in 2012-13

Throughout 2012-13 Hunter Water continued to implement programs for each of the core functions of the asset management lifecycle as part of the day to day functions of asset management. These core functions are defined by Aquamark. The outcome of Aquamark (2012) was that Hunter Water performed at or above the median utility performance in six of the seven Aquamark functions. The performance is shown in Figure 4.1. The Aquamark functions include:

corporate policy and business planning

forward capability planning of assets

asset creation and acquisition

asset operations

asset maintenance

asset renewal

asset disposal

maintenance of asset management support systems

Assessment of these functions resulted in recommendations for improvement. These recommendations were a focus in 2012-13. Some key changes to the asset management system were a reflection of Aquamark (2012) findings. Five priority improvement initiatives for Hunter Water were identified in Aquamark (2012):

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Improvements have been made to enable a better understanding of asset performance. This included the development of reporting capability on asset failure and maintenance performance. Review of asset performance is now carried out routinely, with results presented to managers regularly. Setting up a periodic review function within asset maintenance and operations allows Hunter Water to prioritise activities consistently and improve understanding of the effects of initiatives across different areas of the business.

Improvements to Hunter Water’s maintenance planning function have been implemented, including increasing the proportion of efficiently planned maintenance work for civil and electrical mechanical maintenance activities through a common computerised maintenance management system.

Hunter Water will consider the ISO55000 series of asset management standards, which is scheduled for release in 2014, as part of the Integrated Quality Management System (IQMS) project. ISO55000 will be assessed as an option for Hunter Water’s Asset Management System at the appropriate time in the IQMS project. IPART will be notified of any proposed significant changes to the current asset management system which is in accordance with Aquamark, when an approach is confirmed.

Results and Outcomes

These structural and reporting changes have been implemented and will provide the base for continued development of the asset management system.

Aquamark Recommended Initiative 2 – Rigorous Challenging of Business Cases

This recommended improvement initiative from Aquamark (2012) relates to the processes in place to challenge business cases and their effectiveness. The deficiency identified by Hunter Water in the Aquamark (2012) survey was the low utilisation of a technical advisory group process and limited peer review beyond the project team and immediate superiors.

To address this recommendation the following changes have been implemented:

Bringing forward development of the business cases to the project initiation stage of the gateway process.

Reviewing and approving business cases by the Expenditure Review Committee (ERC).

Establishment of a value management process as part of the Asset Creation Quality Management System.

These changes are described in detail below:

The development and approval of a standalone preliminary business case at project initiation stage (Gateway 1) increases the rigour of entry of projects into the capital portfolio. The purpose of the preliminary business case is to demonstrate the need for the project and the pathway proposed for advancing the business case.

The ERC was established in September 2012 to provide oversight of and make decisions on all major financial commitments and undertakings with a view to protecting and improving the financial viability of Hunter Water. The membership of the ERC includes the Managing Director, Chief Finance Officer, Chief Operating Officer and five other senior Managers from across the business. As part of their role, the ERC reviews each business case and allocates associated financial resources for all capital investment decisions of $100,000 or more.


In April 2013 an integrated value management process was developed and incorporated into the Asset Creation Quality Management System. At the business case development stage, the focus of the integrated value management process is to gain input from a diverse range of internal stakeholders, including at least one stakeholder from outside the project team. This allows assumptions to be challenged and the process and approach reviewed. This process applies to all projects with an expected total capital cost of over $0.3m. Business cases are endorsed by the external member of the value management team prior to them being submitted to the ERC.

In combination, the three changes discussed above have addressed the recommended initiative to improve the rigour of the business case process.


The frameworks and changes have been well utilised resulting in high compliance and improved quality of business cases.

Aquamark Recommended Initiative 3 – Consistent Approach to Maintenance Management

This recommended improvement initiative from Aquamark (2012) relates to inconsistent processes between the civil maintenance group and the mechanical and electrical maintenance group.

As outlined in initiative 1 above, Hunter Water’s organisational structure was modified to incorporate a combined maintenance services team across civil, mechanical and electrical maintenance. Simultaneously, Hunter Water’s asset management team was restructured and is now consistent across the civil, structural, mechanical, and electrical engineering disciplines.

A monthly review process between stakeholders relating to maintenance and asset management performance was introduced in 2012 to review performance metrics and set priorities for improvement initiatives. This has provided a consistent review process for different areas within the maintenance services group. Preventive maintenance compliance increased sharply in 2012 when measurement was commenced in May. During most of 2012-13, preventive maintenance compliance was greater than 90 per cent for both critical and non-critical assets. This is shown in Figure 4.2.

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Completion of preventive electrical and mechanical maintenance activities is now recorded and reported internally for different asset criticality levels. To ensure appropriate priority is given to critical assets, Hunter Water has set completion targets higher for critical assets than for non-critical assets.


Hunter Water has now carried out preliminary criticality assessments for assets relating to raw water, water treatment, water network, stormwater, wastewater network, and wastewater treatment.

Using asset criticality information in decision-making processes within the business will enable Hunter Water to improve its asset lifecycle management. For example, asset criticality is now an input in determining work priority.

Aquamark Recommended Initiative 5 - Operations and Maintenance (O&M) Procedures Review and Updating

This recommended improvement initiative from Aquamark (2012) relates to refreshing and comprehensively documenting operating and maintenance procedures throughout the organisation.

In 2012-13 multiple initiatives have been carried out to improve procedural documentation and review. These ranged from launching an Asset Operation Framework, to a comprehensive review of work procedures relating to wastewater treatment plants and electrical work.

The IQMS project has commenced with the aim of achieving certification across Workplace Health and Safety Management, Environmental Management and Quality Management systems. Operations and maintenance procedures will form part of the IQMS.

An Asset Operation Framework was launched in July 2012 to provide a system for managing and accessing procedures, plans and registers to operate catchment and network assets.

Hunter Water also commenced a major review of all standard operating procedures for wastewater treatment facilities. Significant resources have been allocated to ensure this is carried out effectively at Hunter Water’s 19 wastewater treatment facilities.

An electrical safety program was established in 2012-13 and will include development of safe work method statements and work instructions. The electrical safety project is discussed further in Asset Management activities and programs proposed for 2013-14.


Work has commenced on documentation common to all three elements of the IQMS with certification of Work Health & Safety Management System (to AS/NZS 4801:2001) due in December 2013.

Launching the Asset Operation framework on Hunter Water’s intranet provides staff to operational procedures, plans, registers, and other documents. Identification and access to these documents has improved, increasing effectiveness and facilitating identification of areas for improvement.

More than 50% of the Safe Operating Procedures for WWTPs were refreshed during 2012-13. Work to date has improved Hunter Water’s position relating to management of WWTPs.

Hunter Water’s suite of procedures regarding safe electrical work has been strengthened, and additional work is scheduled for 2013-14 as part of the overarching electrical safety project.


4.4 Asset Management System Failures

Continuous improvement is an important aspect of Hunter Water’s asset management system. The Aquamark (2012) assessment found that in six out of seven functional areas of asset management, Hunter Water’s performance was equal to or exceeding the median performance of other utilities.

System Failure: Business Support Systems

Hunter Water’s lower score in “business support systems” was primarily due to asset condition and likelihood of failure information and system renewal planning and forecasting. Other areas relating to a lower score for business support systems were attributed to system interconnectivity, usability, standard reporting, and user documentation and support.

Initiatives underway to improve the business support systems include a major upgrade of the ERP system and improved business reporting and visibility.

The upgrade of the ERP system, described in initiative three, will include consolidation of computerised asset maintenance data and processes and tighter integration with our Geospatial Information System. The project will also deliver an end-to-end field mobility solution to improve risk management and service levels to the community. The ERP system upgrade is planned for completion during 2014-15. This will provide increased ability for Hunter Water to efficiently deliver asset management services to the organisation.

During 2012-13, reporting functionality was developed to increase visibility of maintenance performance to the organisation. Improved work practices can now be driven through the systematic review of maintenance and asset management performance at a management level.

4.5 Proposed Significant Changes to the Asset Management System

Redeveloping Hunter Water’s Asset Management Sytem

Hunter Water is exploring the option of redeveloping its asset management processes into a system compliant with the international standard ISO55001 Asset Management. The ISO55001 Asset Management standard is scheduled for release in 2014. The Operating Licence requires that Hunter Water notify IPART of any proposed significant changes to the asset management system. Changes to the asset management system are being considered and Hunter Water will notify IPART of proposed changes when a position is agreed. In determining an approach to asset management, complementing and strengthening the asset management activities already implemented will be considered

As described earlier, Hunter Water is undertaking the IQMS project to achieve certification of its quality, safety and environmental management systems. A focus of the IQMS is to create consistency of management systems across Hunter Water. ISO55001 will be assessed as an option at the appropriate time in the IQMS project.

Redevelopment of Hunter Water’s asset management system will be a major body of work involving many processes and sub-processes. Redevelopment of the system is planned to be progressed over the next four years with the goal of 2016-17 completion. Specific plans for 2013-14 include the development of a strategic plan for asset management.

Strategic Plan for Asset Management

During 2013-14, Hunter Water plans to develop a new strategic plan for asset management which will document the role of the asset management system to support delivery of the asset management


objectives. This strategic plan will also set the goals for implementation of the key elements of the new asset management system once determined.

4.6 Asset Management Activities and Programs Proposed for 2013-14

Asset management activities and programs planned to be completed during 2013-14 are described below.

Continued Work On Aquamark (2012) Recommendations

Significant work was undertaken and resources employed in 2012-13 to address the improvement initiatives recommended by Aquamark (2012). Further work is required to continue to improve asset management at Hunter Water prior to the next Aquamark benchmarking exercise, currently expected to occur in 2016. Some of the activities relating to Aquamark (2012) recommendations that are to be progressed further during 2013-14 include:

Alignment of organisational asset management capability with asset management objectives. Hunter Water is continually improving its asset management system and will consider redeveloping its asset management system to be consistent with ISO55001.

Continued rigour around the assessment and justification of new business cases to ensure maximum value for money and appropriate investment decisions within the approved capital and operating budget of the 2013-17 price path.

Upgrading the ERP system. This is a major component of Hunter Water’s improvement program for asset management business support systems.

Completion of asset criticality assessments.

Electrical Safety Project

Hunter Water is currently reviewing and improving its electrical safety standards arising from an external audit of electrical safety at Hunter Water. This project includes development of electrical safety rules and specific asset management plans.


5 Customers and Consumers

5.1 Introduction

Chapter five provides an overview of Hunter Water’s customer and consumer performance in 2012-13. It reports on the Community Consultative Forum (Forum) matters arising and activities and achievements. Furthermore, the chapter addresses complaints and performance, systematic problems arising from complaints and actions taken to resolve these. The chapter also reports on proposed significant changes.

5.2 The Role of the Consultative Forum

Hunter Water’s Operating Licence requires Hunter Water to establish and regularly consult with a Consultative Forum to enable community involvement in issues relevant to Hunter Water’s performance under the Operating Licence. Hunter Water may use the Forum to provide advice on customer and consumer interests relating to the Customer Contract and other key issues relating to Hunter Water’s planning and operations.

Hunter Water is required to develop and maintain a Forum Charter that addresses, amongst other issues, the role of the Forum. The Forum is an advisory body, whose role is to provide advice, feedback and assessment on appropriate matters. The Charter was developed in 2003, reviewed by members for its relevance to the Operating Licence in 2010 and a new charter was developed and approved by the Board and Forum members in 2012. At all times the Charter has stated that the Forum is to provide:

A means for achieving effective customer and community input into Hunter Water’s decision-making processes in line with its obligations under its Operating Licence;

A means for examining relevant matters raised by community representatives and Hunter Water management;

Opportunities for matters raised by community representatives to receive direct consideration and response from Hunter Water; and

A means of facilitating and encouraging two-way communication between the representative groups and Hunter Water.

The Forum meets three times per year and is chaired by Hunter Water. The current committee members are detailed in Figure 5.1.

Table 5.1 National Water Indicators

Representative Organisation Representative Category

Geoff Maybury Cessnock City Council Local Government

Harold Johnston Dungog Shire Council Local Government

Anita Hugo Hunter Business Chamber Business and Consumer

Ingrid Berthold Hunter Central Rivers Catchment Management Authority

Environmental

Kevin McDonald Hunter Region Botanic Gardens Environmental

Ken Paxinos Lake Macquarie City Council Local Government

William Lennox Maitland Masonic Centre Residential Customers

David Compton Newcastle City Council Local Government

Barbara Smoothy Newcastle Older Women’s Network Older People


Carol Pasenow No Tillegra Dam Group Environmental

Geoff Dingle Port Stephens Shire Council Local Government

Rick Banyard Property Owners Association Business and Consumer Groups

Linda Bowden Save the Williams River Coalition Environmental

Carolyn Gillard Wetlands Environmental Education Centre

Environmental

James Hopson Williams Water Users Association People Living in Rural or Fringe Areas

5.3 Consultative Forum Activities and Achievements 2012-13

The Forum’s Charter requires the Forum to address matters relevant to Hunter Water’s performance and obligations under its Operating Licence, key issues related to Hunter Water’s planning, as well as other matters of public interest.

Issues raised and discussed were generated from both Hunter Water and its Forum members. In accordance with the Charter, matters were either raised for the information of members or to receive the feedback of members. It should be noted that the matters raised were relevant to the time of the question and further progress and or changes may have resulted since this time.

Key Matters Raised in 2012-13

Recycled Water

The editorial which appeared in “Recycled water and no one has to give a dam”, The Newcastle Herald, 9 June 2012, p.19 was raised. Recycled water was discussed and Hunter Water commented that it sees a place for recycled water solutions to facilitate growth in the lower Hunter.

Lower Hunter Water Plan

It was noted that Metropolitan Water Directorate within the Department of Finance and Services is leading the whole-of-government approach to develop the Lower Hunter Water Plan. The Metropolitan Water Directorate, in consultation with stakeholders and experts, will oversee quality control and review of data, modelling and options development, as well as lead the portfolio development and analysis, community engagement and publication of the plan itself. Hunter Water is providing research and information to support the planning process, including modelling and technical investigations of specific options.

Dissemination of information relating to the work done as part of the Lower Hunter Water Plan was discussed. Representatives from The Metropolitan Water Directorate were in attendance.

Tillegra Land

The process for selling Tillegra Land was discussed and Hunter Water provided an update on the process to date. It was noted that some previous owners have held their decision to buy back land pending the outcomes of the Lower Hunter Water Plan. Hunter Water noted that many of the sale contracts have related confidentiality agreements and therefore it is not appropriate to talk about specific details relating to the process.

It was noted that AECOM have been engaged to undertake the development of a land management strategy with expected completion in October 2013.


Litter Management Program

Hunter Water provided information on the litter management program as requested. It was noted that Hunter Water owns and maintains stormwater systems within the drainage catchments of Winding Creek (Lake Macquarie), Black Creek (Cessnock), Cottage Creek, Dark Creek, Ironbark Creek and Throsby Creek (Newcastle), and that two strategies for the management of litter being are employed by Hunter Water. These include inspection and cleaning and debris collection and removal.

IPART Price Determination

At the time of Hunter Water’s submission to IPART the details of the proposal were provided to the Forum. The price proposals were discussed in detail including the proposed percentage increases for each category. The main drivers of the capital program were discussed and noted as including:

Growth

Regulatory/Statutory Standards;

Business Support; and

Government Programs.

Customer affordability is a key driver and Hunter Water is focussed on optimising affordability for our customers, while delivering sustainable water services.

Payment Assistance Scheme

The implementation of the new Account Assistance Program, designed to assist customers who are having difficulty in paying their bills, was discussed. The training undertaken by the Customer Service Team to improve this service was noted.

Burwood Beach WWTW Stage 3 Upgrade

The scientific investigations relating to the impact of discharges from Burwood Beach WWTW into the marine environment were raised. It was noted that the results of the study will be incorporated into the sustainable decision making process for planning of the Stage Three Upgrade works at Burwood Beach WWTW. This process will consider a range of environmental, social, technical and financial factors to ensure the most sustainable outcome for the environment, community and Hunter Water.

Achievements in 2012-13

New Forum Charter

A new Charter was approved by the Hunter Water Board of Directors and Forum members in July 2012. This includes the following objectives.

The Forum will:

Consider and comment on a range of information that is presented to the Forum in relation to the performance objectives of Hunter Water.

Review the effectiveness of consultation approaches being considered and/or utilised by Hunter Water and be willing to participate in activities which may assist Hunter Water to meet consultation objectives.

Advise Hunter Water about current and emerging issues relating to the organisation from the community’s perspective.


Identify, communicate, represent and consider the broad range of needs and interests of the local community and other stakeholders within Hunter Water’s supply area.

Assist Hunter Water in keeping the local community and other stakeholders informed about the business by disseminating information via existing community networks.

Encourage all members of the Forum to present their views and respect their right to have different views.

Respond within agreed timeframes to requests for information.

Protect and preserve confidentiality.

New forum members

An expression of interest was issued to seek new members for the Forum. The new members include:

Maitland Masonic Centre – Mr William Lennox

Mr Lennox is Secretary and District Grand Inspector of Working in Freemasonary, with an extensive background including international banking, research and community involvement through Scouts Australia.

Newcastle Older Women’s Network Inc – Ms Barbara Smoothy

Ms Smoothy will provide important representation of older community members as a new member of the Community Consultative Forum.

Save the Williams Coalition – Ms Linda Bowden

Ms Bowden has an extensive background working in government as a senior policy officer and brings a keen interest in Lower Hunter water management, as well as experience working with a range of community groups, as benefits to the Community Consultative Forum.

Offsite Community Consultative Forum meeting

The meeting was held at East Maitland Bowling Club, the winner of Hunter Water’s 2012 Hunter Business Saver Award. The East Maitland Bowling Club won the award for installing a ‘waterless wok’ system in its kitchen and two 10,000 litre water tanks to irrigate its bowling greens.

5.4 Customer Complaints

Hunter Water applies a complaint definition that is consistent with Australian Standards and as required by the National Performance Framework 2012-13 Urban Performance Reporting Indicators and Definitions Handbook:

A complaint is an “expression of dissatisfaction made to an organisation, related to its products, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected” (AS ISO 10002-2006)

Performance

For the purpose of providing an overview of Hunter Water’s complaint performance, a number of complaint categories have been reported and evaluated in this section. The complaint categories reported are consistent with the National Performance Framework 2012-13 Urban Performance


Reporting Indicators and Definitions Handbook (hereafter referred to as the handbook) and are consistent with the methodology used in the 2012-13 reporting year. These indicators are used as part of the National Water Initiative (NWI) and are referred to as NWI Indicators.

Total Water and Sewer Complaints

The water and sewerage complaint rate for 2012-13 was 7.0 per 1,000 properties. Total water and sewerage complaints relating to water and sewer service complaints under the following categories:

Water Quality

Water Pressure

Water Continuity

Sewage Overflow

Sewage Odour

Drainage

Billing

The NWI Indicator for total water and sewerage complaints was recorded as 7.0 per 1,000 properties for 2012-13. The NWI Indicator also includes customer service complaints in its calculations. Figure 5.1 provides an overview of the total water and sewerage complaints performance since 2007.

Complia

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Water Quality Complaints

The total water quality complaint rate for 2012-13 was 2.9 per 1,000 properties. Figure 5.2 provides an overview of performance since 2007.

Figure 5.2 Water Quality Complaints by Year

Analysis

Water quality contacts are complaints relating to issues with the quality of water received such as colour, taste and odour. Escalated water quality complaints are those which require further investigation to resolve the issue by Hunter Water’s Customer Care and Complaints Team.

Hunter Water has a regular flushing program in place as part of routine maintenance of mains throughout Hunter Water’s system to minimise dirty water complaints.

Of the total 684 contacts and escalated complaints, 68 per cent related to dirty water, whilst 17 per cent were taste and odour related.


Water Service Complaints

The total water service complaint rate for 2012-13 was 0.2 per 1,000 properties, a 3 per cent increase from the previous year. Figure 5.3 provides an overview of performance since 2007.

Figure 5.3 Water Service Complaints by Year

Analysis

Water Service issues are complaints related to the continuity or pressure of water service to a property. Water pressure issues are recognised where a customer is receiving less than 20m pressure, or where a customer starts to receive lower pressure than normally experienced. Water continuity issues are experienced by customers when there is a failure of a water main or a water pump station (WPS).

During 2012-13 customers experienced a hot and dry period during the month of January which contributed to the increase in water pressure complaints compared to 2011-12 which was a milder summer with fewer low water pressure occurrences in the system.


Sewer Service Complaints

The total sewerage service complaint rate for 2012-13 was 1.6 per 1,000 properties. Figure 5.4 provides an overview of performance since 2007.

Figure 5.4 Sewerage Service Complaints by Year

Analysis

Overall, complaints related to sewerage service (overflow and odour complaints) have decreased in comparison to 2011-12 by 28 per cent. The volumes of complaints are 27 per cent below the long term average which has been a favourable result over the past five years.

The main driver behind the decrease in complaints is attributed to the seasonal weather variations experienced during 2012-13.


Drainage Complaints

The total drainage complaint rate for 2012-13 was 0.08 per 1,000 properties, a decrease of 0.1 per cent from the previous year. Figure 5.5 provides an overview of performance since 2007.

Figure 5.5 Drainage Complaints by Year

Analysis

Hunter Water is responsible for approximately 95 kilometres of stormwater carrier system in its area of operations. Over 80 per cent of this system is within the Newcastle Local Government Area.

The decrease in the number of complaints can be attributed to the increased scheduled maintenance program implemented in 2011-12 which repaired or removed debris from stormwater assets.


Customer Billing Complaints

The total billing complaint rate for 2012-13 was 2.2 per 1,000 properties. Figure 5.6 provides an overview of performance since 2007.

Figure 5.6 Billing Complaints by Year

Analysis

Figure 5.6 shows that there has been a 5 per cent increase in billing complaints per 1,000 properties recorded in 2012-13. This is above the previous four year average. The categories that saw an increase in 2012-13 were disputed consumption complaints, credit arrangements and restrictions.

Hunter Water experienced higher disputed consumption between January to June 2013 by comparison to the first half of the year. As was the case in previous years, usage increases in summer which in turn increases the bill. However, the increase experienced in 2012-13 summer was typically greater than previous years due to less rainfall and hotter conditions. This is compounded by the timing of the bill post Christmas period when payment of gifts purchased on credit card fall due.

During 2012-13 Hunter Water has introduced a new Account Assistance policy and updated its payment assistance scheme to support household customers in hardship. There has also been an increased focus on credit management actions throughout 2012-13 which has resulted in an increase in restriction action and debt recovery/legal escalation. As a result of the increased credit activity there has been an increase in complaints in these categories.

External Complaints

The Operating Licence requires Hunter Water to be a member of an industry-based dispute resolution scheme. Compliance is achieved through the membership established in 2002 with the dispute resolution scheme operated by the Energy and Water Ombudsman of NSW (EWON).

The scheme provides the customer access to an external dispute resolution body, which offers an independent review of complaints. Hunter Water remains committed to the internal complaints


management process and considers the services provided by EWON as part of that process. This extra service provides support to those customers who may not be satisfied with the solution offered by Hunter Water.

The details reported included all finalised EWON contacts in relation to Hunter Water issues. The data used is obtained from EWON reports.

Analysis - EWON

With a defined structure of roles and responsibilities within the Hunter Water Customer Care and Complaints Team, processes and procedures are in place to ensure effective communication to resolve issues to the satisfaction of all parties. Figure 5.7 presents information and trending of EWON complaint data.

Figure 5.7 Year Comparison of EWON Cases Closed by Level

EWON Category Definition

General Enquiry An enquiry that is not a complaint, or is not a complaint about energy and water matters.

Complaint Enquiry An enquiry that is a request for information or assistance regarding a complaint or dispute that can be dealt with fairly quickly without EWON contacting a member company. Complaint enquiries generally involve EWON providing information to customers, and/or referring them back to the member, and/or referring them to another appropriate agency

Refer to Higher Level This gives members a further opportunity to try to resolve customers’ issues without EWONs involvement, by referring customer complaints to the specialised dispute resolution team of the relevant member. This primarily refers to situations where the customer has had contact with a member, but at a call centre or equivalent level. RHLs are discussed with the customer who must agree to this process, and the complaint is referred to the member by email. An RHL that comes back to EWON would normally be treated as a Level 1 investigation

Level 1 A Level 1 matter has been raised with the company by the customer, but the customer is not satisfied with the company’s attempts to resolve the issue. Level 1 matters may involve several contacts with the customer and the


relevant company. A level 1 matter will not take more than 4 hours to complete

Level 2 If a matter cannot be resolved at Level 1 and there are grounds for further investigation, or the investigation takes more than 4 hours, it is upgraded to Level 2. A Level 2 investigation will generally require detailed investigation by both EWON and the member company

Level 3 If a matter cannot be resolved at Level 2 and there are grounds for further investigation or the investigation takes more than 8 hours it is upgraded to a Level 3. The Ombudsman may make a binding determination to resolve the matter at this stage

Determination At the completion of an investigation and in the absence of a negotiated/conciliated settlement, the Ombudsman can resolve the complaint.

Systematic Problems Arising from Complaints and Actions Taken to Resolve

Hunter Water has identified three areas within the complaints management system that require further work and for which business improvement strategies have been developed. These include:

Revised complaint investigation processes to reduce unassigned complaint timeframes.

Improved internal engagement with subject matter experts to expedite complaint responses.

Review of Hunter Water website customer information content including Frequently Asked Questions.

5.5 Proposed Significant Changes

The Customer Contract

Hunter Water reports no proposed significant changes to the customer contract for 2013-14.

The Procedure for Payment Difficulties and Actions for Non-Payment

Hunter Water reports no proposed significant changes to the procedure for payment difficulties and actions for non-payment for 2013-14.

The Community Consultative Forum Charter

Hunter Water report no proposed significant changes to the Community Consultative Forum charter for 2013-14. However it should be noted that the Community Consultative Forum Charter was amended in July 2012. There is no specific requirement under the Operating Licence to report on this change in the Significant Changes Report sent to IPART in March annually.

The Internal Complaints Handling Procedure

Revised Customer Complaints Handling Guidelines were released in August 2013. The guidelines will clearly outline the roles and responsibilities relating to receipt, response and resolution of complaints in the most effective and efficient manner.

The External Dispute Resolution Scheme

Hunter Water reports no proposed significant changes to the External Dispute Resolution Scheme in 2013-14.


6 Environment

6.1 Introduction

Chapter six provides an overview of Hunter Water’s performance in Environment. It reports compliance with clause 6 of the Operating Licence and details the activities undertaken by Hunter Water in 2012-13 to maintain programs to manage risks to the environment. Furthermore it reports on performance in meeting the targets and timetables for the 2012-13 and those proposed for 2013-14. Any proposed significant changes to environment targets or the timetables to achieve the targets are also reported in this chapter. In addition to reporting on compliance against the 2008-13 Environmental Management Plan (EMP), the goals of the revised EMP implemented in July 2013 are provided in Appendix A of this report.

6.2 Hunter Water Corporation’s Environmental Management System

Clause 6.1.1 of the Operating Licence stipulates that Hunter Water must have a Management System that is consistent with the Australian Standard AS/NZ ISO14001:2004 Environmental Management Systems – Requirements with guidance for use by 30 June 2017.

Hunter Water has had an EMS in place since 1995. Certification of this EMS has not been sought to date however the system has been designed to conform to the requirements of the Australian Standard AS/NZ ISO14001:2004. Hunter Water is committed to continual improvement and the EMS is continually reviewed and amended to take into account operational changes, emerging risks and improvements in management approaches.

During 2012-13 a number of actions have been taken as part of the ongoing review and improvement process for the EMS. These changes have supported a move towards certification of the system. This has included an update to the environmental risk assessment, further audits, and continuing review and update of EMS documentation.

In November 2012, an external audit of the Hunter Water EMS was carried out. The purpose of the audit was to:

Assess and determine how the EMS may relate to similar Work Health Safety (WHS) and IQMS processes.

Assess and determine priorities for integrating parts of the EMS with WHS processes.

Check the EMS for compliance against the ISO14001 standard.

Identify deficiencies with the implementation of the EMS.

Overall the audit found that the EMS had all the necessary structural elements in general compliance with ISO14001. The auditor found that the EMS was well developed and identified actions that require completion for certification to be achieved. An action plan was developed and will be implemented in order to achieve the goal of a certified system by 30 June 2017.

Following the certification of the Hunter Water EMS, the annual Operating Licence Environment Compliance and Performance Report will be prepared in accordance with clause 6.2.2 of the reporting manual.


6.3 Changes to Environmental Targets – the 2013-2017 Environmental Management Plan

The 2013-2017 Environmental Management Plan (EMP) is a key component of Hunter Water’s EMS. The EMP outlines Hunter Water’s environmental objectives and targets to manage risk and drive environmental improvements for the organisation over the period of the 2012-2017 Operating Licence.

The revised plan has eleven primary goals that address our key responsibilities to the community and the environment. Each goal sets out the objectives, actions and targets required to manage environmental performance over the remaining term of the Operating Licence.

There are numerous inputs that feed into the development of the EMP including:

Principles and commitments in the Hunter Water Community and Environment Policy.

Aspects that were determined through risk assessment and action planning workshops.

Hunter Water’s 2012-2017 Operating Licence.

Wastewater Environmental Protection Licence requirements.

Water Management Licence requirements.

Other applicable legislative requirements and other requirements to which Hunter Water has committed.

Hunter Water’s Statement of Corporate Intent.

Financial, operational and organisational considerations.

Internal and external consultation.

A series of targets have been developed to track performance against the key elements of the EMP. These are provided in Appendix A. Elements of the EMP that have changed from the 2008-13 EMP are shown in red.

6.4 Goal 1: Protection of Drinking Water Catchments

Actions to Manage Risks

Defining the Strategic Direction for Catchment Management and Identifying Actions

Hunter Water recognises the importance of the management of the water supply catchment to ensure ongoing safe and reliable drinking water for its customers. In January 2011, Hunter Water released the Catchment Management Plan – Hunter Water’s eight element plan for our catchments.

The Catchment Management Plan is a strategic document providing a framework for the long term protection of the drinking water catchments. The Catchment Management Plan identifies eight

Ensuring catchments are protected and managed is an important first step in ensuring a reliable supply of good quality water can be provided to our customers. Effective catchment management ensures community health is protected, provides an important natural asset and reduces treatment costs thereby minimising water prices for Hunter Water’s customers.


elements that are aimed at the protection of the drinking water catchment through the better management of activities that may pose a risk to water quality.

The key action in 2012-2013 was the development of the Catchment Improvement Plan which was released in November 2012. The Catchment Improvement Plan outlines actions that address the strategic issues identified in the Catchment Management Plan.

The Catchment Improvement Plan commences in July 2013 and continues until 2017. The plan will be updated and refined as needed to enable continual improvement. The plan:

Expands on the eight elements of the Hunter Water Catchment Management Plan.

Links with the requirements of the Australian Drinking Water Framework.

Is a proactive approach to catchment management, recognising it as an important barrier to water quality risks.

Provides the basis for justification of future expenditure on catchment management initiatives.

Stakeholder Consultation

Hunter Water identified the following key stakeholder agencies in relation to catchment management:

Hunter Central Rivers Catchment Management Authority

The Department of Primary Industries

Dairy New South Wales

Dungog Shire Council

Port Stephens Council

These stakeholders are considered partners for education and on-ground works programs and have been consulted throughout the development of the Catchment Improvement Plan.

In 2013-14 Hunter Water aims to create a steering group of catchment stakeholders for ongoing implementation of the Catchment Improvement Plan.

Tree Planting

In 2012, Hunter Water commenced a large tree planting program in the drinking water catchment. The locations of the tree plantings include Hunter Water land adjacent to Grahamstown Dam, Chichester Dam and at Irrawang Swamp.

The tree planting has been funded by a grant from the Australian Government’s Water for the Future Initiative as part of the National Urban Water and Desalinisation Plan. The plantings will contribute to Hunter Water’s carbon offsets with the plantings from this program offsetting the emissions produced from the operation of recycled water plants at Kooragang and Branxton. The tree planting will also improve the protection of our drinking water catchments and biodiversity on Hunter Water land.

The total number of trees planted in 2012-13 was 280,716 which makes it the largest tree planting project Hunter Water has undertaken. The cumulative number of trees planted since 2007-08 is 321,760. See Table 6.1.


Table 6.1 Tree Planting

2007-08 2008-09 2009-10 2010-11 2011-12 2012-13 Total

Number of trees planted

2,964 430 16,398 17,702 3,550 280,716 321,760

Miscellaneous Actions

In conjunction with defining the strategic direction for the management of Hunter Water’s drinking water catchments, and the actions to implement these, Hunter Water continues to work with key stakeholders to ensure that vital activities such as weed management, feral animal control, bushfire management, land rehabilitation, control of illegal dumping, and control of unauthorised access are undertaken within the drinking water catchments. For more information on these actions refer to Goal seven.

Performance Against Targets

The performance against the 2008-13 EMP actions for the protection of drinking water supplies is shown in Table 6.2. Overall the level of compliance was high with six of the seven targets closed out or ongoing with the only target not met being related to tree planting.

With the release of the 2013-17 EMP and the 2013-17 Catchment Improvement Plan new actions and targets will commence from 1 July 2013. The new objectives, targets and timeframes related to this goal in the 2013-17 EMP are provided in Appendix A.


Table 6.2 Goal 1 - Performance and Compliance in 2012-13

Objectives Actions Targets Compliance

Continue to be involved in and support strategic initiatives to maintain and improve the ecological health and water quality of source waters

Continued involvement in developing and promoting best management farming practices along the Williams River

Finalise Project Report for Greswick Angus Demonstration Farm by end of 2008.

Completed 2008

Develop Land Management Implementation Plan for Hunter Water activities within drinking water catchment areas

Develop plan by end of 2008 Catchment Management Plan completed in 2011

Develop Plan of Management agreements with the Department of Environment and Climate Change in relation to the transfer of management responsibilities within Tomago, Tomaree and Stockton Groundwater Reserves

Plans of Management to be finalised by Dec 2009.

Complete (Finalisation of Plans of Management for Tilligerry will be responsibility of National Parks and Wildlife Service as required under the NP&W Act.)

Ensure that land use activities within the special areas do not present a risk to water quality

Continue to liaise with local Councils and the Department of Water and Energy to ensure that developments are consistent with Hunter Water (Special Areas) Regulation.

Comply with drinking water quality monitoring requirements in Operating Licence.

Ongoing

Continued close liaison with agencies responsible for catchment protection to identify and support a range of priority actions to promote ecological health and improve water quality

Full compliance with Operating Licence requirements relating to catchment management

Ongoing

Continued close liaison with agencies responsible for catchment protection to ensure that community education and incident response planning is well promoted and implemented.

Regular meetings with NSW Office of Water, Councils and Catchment Management Authority

Ongoing



Undertake measures that will promote ecological health and water quality within drinking water catchments

Undertake large scale tree planting activities within the Hunter Water’s operational area including drinking water catchments

1.5 million native trees to be planted within catchment areas and within other locations of Hunter Water’s operational area within the next ten years.

Incomplete. 280,716 trees were planted in 2012-13 with a total of 321,760 over 5 years (overall target will not be achieved as plantings associated with the Tillegra Dam project will no longer occur)


Activities Planned for 2013-14

Future activities to protect drinking water supplies are defined in the Catchment Improvement Plan and the EMP. The following actions are planned to commence in 2013-14:

Dairy effluent and farm management project.

Integrated land management project

Septic inspection and rectification project

Working with stakeholders including the establishment of a catchment stakeholder group

Water quality monitoring of high risk areas

Fostering research

Perform proactive surveillance

Engaging the community

Planning for emergencies

6.5 Goal 2 - Reliable Supply of Drinking Water with Appropriate Environmental Management


Water Management Licence Compliance

Hunter Water’s Water Management Licence permits water extraction from the Williams River, Chichester Dam, Grahamstown Dam, groundwater sources at Tomago and Tomaree and the Paterson and Allyn Rivers. The licence package requires monitoring and reporting and several supplementary studies to be undertaken.

During 2012-13 Hunter Water used the Balickera Water Pumping Station to transfer water from the Williams River to Grahamstown Dam to maximise dam levels for possible future dry conditions. Whilst most of the 2012-13 resulted in experienced low levels of water in the river preventing transfers to occur, high rainfall experienced across the catchment area at the end of January and early February 2013, allowed for pumping throughout February 2013. This increased the Grahamstown Dam storage

Hunter Water is permitted to extract water from the environment under a combined water supply work and water use approvals licence issued by the NSW Office of Water (NOW) under the Water Management Act, 2000. The licences have detailed monitoring and reporting requirements and also include a requirement to undertake a number of environmental studies which are designed to develop a better understanding of the long term sustainability of Hunter Water’s extraction activities. Water supply in the lower Hunter is highly vulnerable to drought. Water levels can drop faster than in most other major Australian urban centres during drought because lower Hunter storages are small or shallow with high evaporation rates. The planning process to secure water for the lower Hunter is underway. The Metropolitan Water Directorate within the Department of Finance and Services is leading development of the Lower Hunter Water Plan in close consultation with Hunter Water, other government agencies and the lower Hunter community.


capacity from a yearly minimum of 81.8 per cent in mid January to 100 per cent at the end of February.

A yearly total of 27,600 megalitres was transferred from the Williams River to Grahamstown Dam with the storage level in the dam at 97 per cent at the end of June 2013 and maintaining an annual average of 93.3 per cent.

Sustainable Groundwater Use

The Water Management Licence requires a baseline vegetation monitoring program and water stress monitoring program to be developed in Tomago and Tomaree Special Areas as a follow-up from the Sustainable Groundwater Extraction Strategy. The baseline vegetation monitoring program aims to assess the effects of groundwater extraction on the ecology of groundwater dependent ecosystems (GDEs). The water stress monitoring program is a preliminary investigation to develop a program aimed at assessing the effects of groundwater extraction below the 95th percentile water level in each groundwater management zone on groundwater dependent endangered ecological communities (EECs). Baseline monitoring will occur in 2013-14.

Long-term Security and Drought Contingency

Water planning for the lower Hunter will comply with the requirement in the Water Quantity clause of the Operating Licence and also the National Urban Water Planning Principles adopted by COAG.

The Lower Hunter Water Plan is due for completion in December 2013. For further information about actions related to the long-term security of water supplies and solutions to address drought and future growth of the region refer to Chapter three.


Hunter Water included a number of targets in the 2008-13 EMP for this goal. The performance against these targets is shown in Table 6.3.

The new objectives, targets and timeframes for this goal are provided in Appendix A. The actions relate to the implementation of the LHWP as well as a focus on reducing environmental risks associated with water treatment and storage.

.




Comply with the requirements of the Water Management Licence, Water Access Licences and associated approvals

Operate, monitor and report in accordance with Water Management Licence, Water Access Licences and associated approvals requirements

Full compliance with Water Management Licence requirements – to view the licence requirements visit http://www.dnr.nsw.gov.au/

In 2012-13 Hunter Water reported three breaches against the NOW licence. Two breaches were related to environmental flow release irregularities and one with the temperature profile of Chichester Dam. NOW considered Hunter Water’s actions to address the breaches were appropriate.

Prepare and implement a Sustainable Groundwater Extraction Strategy

Sustainable Groundwater Extraction Strategy and vegetation monitoring program in place

Provide for water access and environmental flows in accordance with licence requirements.

Compliant. For further information see Chapter three, Constraints on extraction of water due to water management legislation

Maintain long term security and sustainability of water use for our growing number of customers

Prepare and seek environmental approvals for development of a dam at Tillegra, upgrades at Balickera Pump Station and improved connections in water supply with Central Coast

Full compliance with any relevant conditions of approval

Approval obtained for all projects and works complete with the exception of the Tillegra Dam which was not granted planning approval

As part of the planning for Tillegra Dam develop construction and operational environmental management plans that allow for the dam to be constructed and operated in a manner that minimises environmental impacts.

Develop a construction environmental management plan before commencing the construction of the new dam

No longer applicable

Revise Integrated Water Resource Plan in consultation with the community.

Revise plan by end 2008. Plan finalised in late 2008. The development of the Lower Hunter Water Plan has replaced the Integrated Water Resource Plan. The Lower Hunter Water Plan will be released in 2014.



Take a regional perspective with regards to future water supply requirements

Hold regular discussions with Central Coast Councils and any other relevant councils in relation to ongoing water requirements

The LHWP will determine the optimal supply demand mix to ensure a secure and sustainable supply for the Lower Hunter. It will include consideration of inter-regional opportunities for water supply options, including the Central Coast.

Further development of drought contingency measures to ensure our customers never run out of water

If water storage levels fall below critical trigger points the Corporation will undertake environmental investigations and seek approvals regarding access to groundwater supplies at Tomago and North Stockton in the event of a severe drought

Commence investigations if the trigger nominated in the Drought Management Plan is reached.

No longer applicable. Subject to the development of the Lower Hunter Water Plan.

Investigate water recycling and capture options Options paper by end of 2009 The Lower Hunter Recycled Water Initiative which was formulated in 2010 addressed this action. The Lower Hunter Recycled Water Initiative includes two large recycled water schemes which will save valuable drinking water and improve water security in the lower Hunter. Water recycling is further considered as part of the Lower Hunter Water Plan.

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Hunter Water continues to focus on demand management programs including water loss management and water efficiency as a key component of water conservation practices.

Water Efficiency

A number of residential and non-residential programs have been delivered throughout 2012-13 in accordance with agreed expenditure targets and are described below.

Focus area Program

Residential water efficiency programs Community education and awareness programs

Water metering

Collaborative promotion of water efficiency programs

Residential showerhead exchange program

Support of the Hunter Region No Interest Loans Program

Promote water saving products

Web links to water efficiency websites

Non-residential water efficiency programs Leakage in schools program

Hunter Business Water Savers program

Non-residential benchmarking study across similar industries

Irrigation and landscape efficiency program

Large customer smart metering program

Large customer water efficiency audits

Hunter Water assets review

Water Recycling

Hunter Water’s Lower Hunter Recycled Water Initiative is a four-year program that will deliver two significant recycled water projects by the end of 2014 to improve the water supply security in the Lower Hunter. These projects include:

Kooragang Industrial Water Scheme; and

The Vintage Recycled Water Scheme

Construction commenced in February 2013 on the Kooragang Industrial Water Scheme which will provide up to 9ML/day of recycled water for industrial use. Once commissioned in December 2014,


the scheme will save up to 3,300 million litres of potable water each year and will be the Hunter’s largest recycled water scheme.

In October 2012 Hunter Water commenced supply of recycled water from the Branxton Wastewater Treatment Works via a 10km purpose built pipeline to The Vintage Golf Course for irrigation purposes. The recycled water pipeline was part of the $48 million wastewater treatment works upgrade and recycled water scheme that delivered an alternative water supply for irrigation in the area.

The scheme delivers up to 300 million litres of recycled water annually from the upgraded Branxton WWTW to The Vintage Golf Club for use on their greens and fairways. The pipeline assures a supply of water for The Vintage even during drier times when local waterways can otherwise run low. It also delivers environmental benefits by reducing the amount of water extracted from local waterways for irrigation, as well as the volume of treated wastewater discharged into nearby waterways from the Branxton plant.

During 2012-13 Hunter Water continued to deliver recycled water to a variety of customers including Eraring Energy, Oceanic Coal, several municipal golf courses, Kurri Kurri TAFE and a variety of agricultural water users.

Loss Management

In 2012-13 Hunter Water continued the active leak detection program. Leak detection was carried out on 146 km of pipeline as of June 30 2013. The current package of works includes 1236 km of pipeline to be completed by September 2013.

Other works related to loss management include:

Pressure management program - the installation of a pressure reduction valve and associated equipment at Argenton.

Watermain replacement program – replacement of 10.6km of reticulation mains with multiple breaks or leaks recorded.

Water service replacement program – replacement of sections of main between the reticulation main and customer meter that have failed.

Leakage investigations at Stoney Pinch Reservoir.


In 2012-13 Hunter Water had a number of key performance indicators related to water efficiency and conservation. Performance against these targets is provided in Chapter three. The performance against the 2008-13 EMP targets for this goal is shown in Table 6.4.

The newly released 2013-18 EMP has separated this goal into two. One goal is dedicated to conserving water supplies by ensuring efficient water use and a second goal dedicated to the implementation of water recycling initiatives.

The new objectives and targets are included in Appendix A and include actions to continue implementing efficiency programs, recycling schemes, offset projects and identifying further opportunities for recycling.




Promote and implement water use efficiency programs

Revise Integrated Water Resource Plan including education programs in consultation with the community

Ensure that the 5 year rolling average for annual residential water consumption calculated for the financial year is equal to or less than 215 kilolitres

In 2012-13 the average annual residential water consumption was 176kL. The 5 year rolling average was 175.5kL.

Implement water loss reduction where environmentally and economically feasible

Undertake leakage detection, water pressure management and water loss reduction programs

Undertake active leak detection for at least 4,000km of water mains over the next 5 years

A total of 146 km of leak detection was completed in 2012-13 which brings the cumulative total to 4,975km over the life of the EMP.

Implement water recycling where environmentally and economically feasible

Proceed with planning for recycled water plant on Kooragang Island

Complete project planning and design by end of 2009

Planning complete. Construction commenced.

Explore the viability of dual reticulation water recycling opportunities for any new greenfield development within Hunter Water’s area of operations

Commission Thornton North Dual Reticulation scheme by end of 2009.

Deferred due to changes in development timing.

Seek additional water recycling initiatives where environmentally and economically feasible and socially acceptable

Increase recycled water usage from 4000ML/yr in 2007 to 8000ML/yr in 2013 (includes both direct and indirect reuse)

Incomplete. The Kooragang Industrial Water Scheme that is scheduled for completion in 2014 will go a long way to helping Hunter Water achieve this target. Hunter Water is assessing potential opportunities for onsite recycled water at wastewater treatment plants.

Implement targeted community education for all new water recycling initiatives

Communication plans in place for each new scheme at least 6 months prior to commissioning

Communication and consultation plans are in place for existing initiatives.


The rolling five year target of 215 kilolitres of water consumption a year has been met over the past ten years as shown in Figure 5.6. The figure also shows that there has been a general downward trend in water consumption over this period. However it should be noted that residential water consumption in 2012-13 was greater than 2011-12. This was due to a hot summer and dry conditions experienced at the end of 2012, in addition to 2011-12 having a cool wet summer, reducing water demand.

Figure 6.5 Annual Water Consumption – 5 Year Rolling Average


Figure 6.6 Recycled Water Consumption By Sector

Note: Com/Mun/Ind = Community/Municipal/Industrial


Hunter Water is planning to spend $315,000 on water efficiency programs in 2013-14, with the goal of identifying 268ML/yr of cost effective savings. The focus in 2013-14 will be on water efficiency education and business water efficiency.

The key projects in 2013-14 are shown in Table 6.5.


Table 6.5 Key Water Efficiency Projects for 2013-14

Focus Area Program Description

Non -Residential Major customer audits Voluntary water audits for major customers (consumption > 50ML/yr). Aim to conduct four audits.

Hunter Business Water Savers Program

Free water audit of amenities and commercial kitchens in 20 sites per annum. Customer with the best water saving project receives a $10k prize at the Hunter Business Awards.

Education Primary school education ‘Bubbles and Squirt’ education program that encourages water efficient behaviour. Program rolled out to 60 primary schools per annum.

General school education program School education program that includes data loggers, school audits and the Steel River education centre. Following the pilot of the new program in 2013-14, the program will roll out to approximately 40 schools per annum from 2014-15 onwards. The program will draw upon the AWA water education project which is standardising water education as part of the new Australian Curriculum.

General education Water efficiency to be included as one of the themes in the seasonal water marketing campaign; a water efficiency message in every Making Waves bill insert; information on saving water on Hunter Water’s webpage for residential and non-residential sectors

Water efficiency partnerships and Sponsorships

Funding support for national education initiatives such as Smart Approved Water Mark (logo used for promoting water efficient products and services); National Water Efficiency Benchmark program (information for non residential customers to compare water use efficiency); Sponsorship of the Australian Water Association project that aims to standardise water education throughout Australian that is in-line with the new Australian Curriculum. Aim to provide an online education portal for teachers and students. Project expected to be launched in 2014-15.

Rainwater tank education Trial in Cameron Park to determine failure rates in installed rainwater tanks and educate participants on options to fix. Program to be delivered in partnership with Lake Macquarie City Council.

Residential Showerhead exchange Exchange of up to 2000 showerheads per annum. Customers exchange up to 2 showerheads with the basic model is free and premium model at cost (currently $50). Program partners with local councils and large businesses. Will target nursing homes and flats and units in 2013-14.

Hunter Region No Interest Loans Scheme

Provision of no interest loans to low income households to fund purchase of new water efficient washing machines. The program involves marketing of program and incentive ($30 gift card) to reduce


Focus Area Program Description

the number of old washing machines.


6.7 Goal 4 - Manage Hunter Water’s Stormwater and Wastewater Infrastructure to Ensure Healthy Waterways, Clean Beaches and Clean Air


Hunter Water continues to invest in improvements to its WWTWs and wastewater transportation networks. During 2012-13 upgrades to Farley and Shortland WWTWs were completed as well as major upgrades to the wastewater transport networks at Morpeth, Adamstown and Newcastle. Key upgrade works commenced at Aberglasslyn and Williamtown/Raymond Terrace.

Planning works to reduce the impacts of wastewater overflows continue to be a major focus. Planning is also underway to investigate long term upgrade options for Hunter Water’s largest wastewater treatment plant at Burwood Beach.

Water quality monitoring results from the Hunter region’s bathing beaches taken as part of the NSW EPA’s beach watch program indicate that the beaches continue to be amongst the cleanest beaches in the State.


The 2012-13 performance against the environmental management plan targets is shown in Table 6.6.

The new objectives, targets and timeframes related to this goal are shown in Appendix A. Included in the new EMP are revised target dates for the actions to be completed over the five year period of the plan. Appendix A includes details of this goal with revisions and additions to targets indicated in red.

The Environment Protection Authority issues licences for Hunter Water’s wastewater pipe network and treatment systems. The past five years has seen major upgrades to both inland and ocean wastewater treatment plants to service growth and notable system improvements to reduce the potential for sewer overflows. Beachwatch water quality monitoring results consistently reveal excellent results for the Hunter’s beaches.




Dispose of wastewater in an environmentally sustainable manner

Operate, monitor and report in accordance with OEH licence requirements

Full compliance with OEH licences Hunter Water had 15 out of 19 fully compliant plants. The overall level of compliance was 99.14 per cent.

Reduce environmental and community impact of overflows from the wastewater systems

Prepare and implement Upgrade Management Plans (UMP) for each wastewater system

Upgrade Management Plans in place for all wastewater systems with this requirement.

Cater for growth across the Lower Hunter by planning and upgrading wastewater treatment facilities

Implement major upgrades for treatment plants over the next ten years

Meet OEH Pollution Reduction Program Commitments and not be an impediment to proposed regional growth centre’s

Hunter Water completed 20 of 22 Pollution Reduction Program items in 2012-13. Two PRP items did not meet the due date but are now complete.

Monitor the health of our waterways and beaches

Continue environmental monitoring of receiving inland and ocean receiving waterways and involvement in the OEH Beachwatch program.

Full compliance with beach water quality specified by OEH under the program

100 per cent. compliance with the Beachwatch program requirements.

Review and publicly report on Inland & Ocean Monitoring Programs by end of 2009

During 2012-13 a two year Marine Environmental Assessment Program for Burwood Beach and Boulder Bay WWTWs continued in consultation with OEH, NSW Health and the Marine Parks Authority. The purpose of this program is to assist in the decision-making process for the Stage 3 Upgrades of Burwood Beach and Boulder Bay WWTWs. The studies are to be completed in 2013-14 and the results will be made available via a public consultation process in early 2014. Hunter Water has reported annually on Ocean Monitoring Programs each year as part of the annual operating licence reporting.

Manage storm water assets to improve environmental outcomes

Continue to implement relevant actions from the Storm Water Environmental

Implementation of the Storm water Environmental Improvement Plans

Actions from the Storm Water Environmental Improvement Plans were completed. An


Improvement Plans update of the Stormwater Environmental Improvement Plan is due for completion in 2014. This report will outline Hunter Water's future direction for stormwater and outline key projects to be implemented.

Manage trade waste to ensure no adverse impacts on the sewage system, treatment plants or effluent.

Commence regular inspections of minor trade waste customers. Implement a risk based approach to inspection and sampling of major customers.

400 minor customer inspections per annum

Hunter Water completed 273 minor trade waste inspections in 2012-13. In all previous years of the EMP the target was reached.

Maximise beneficial reuse of biosolids where environmentally and economically acceptable

Operate in accordance with the Biosolids Strategy and Implementation Plan which outlines mine site rehabilitation and pasture improvement as the two primary end uses in the medium term.

100% reuse of all dewatered biosolids. In 2012-13, 5,778 tonnes (dewatered biosolids) were produced; 5300 tonnes were reused. 92 per cent of biosolids produced were reused with the remaining 8 per cent stockpiled for transportation.

Manage odour production from our wastewater treatment plants and systems

Monitor odour complaints received to enable proper assessment of need for odour control actions.

Number of Complaints to remain under 250 complaints (annual average over 5 years).

The five year annual average for odour complaints was 207 at the end of the 2012-13 period. Further detail of complaints received is reported in Chapter four.


Figure 6.7 Compliant Wastewater Treatment Plants

Table 6.7 Biosolids Reuse

2008-09 2009-10 2010-11 2011-12 2012-13

Dewatered biosolids reused (dry tonnes)

5,091 5,123 4,668 4,738 5,300

Per cent of biosolids suitable for land application reused (%)

88 104 95 86 92

Percent of biosolids stockpiled for future reuse (%)

12 0 5 14 8

Hunter Water reuses 100 per cent of biosolids produced from its operations. In a given year, where the figure for ‘per cent of biosolids suitable for land application reused (%)’ is not equal to 100 per cent, it should be noted that the remaining percentage of biosolids has been stockpiled on site for reuse at a later date. This can occur due to a range of reasons including contractor availability and weather constraints.


Figure 6.8 Dry Tonnes of Biosolids Beneficially Reused

Production of biosolids has been generally consistent over the last five years with slight variations explained largely by onsite stockpiling due to reuse site demand and accessibility of sites.


Figure 6.9 Markets for Biosolids

Of the biosolids produced 66 per cent was reused for agriculture, 26 per cent for mine site rehabilitation and the remaining 8 per cent was stock piled for future reuse which was a similar trend to 2011-12.


There are ten Pollution Reduction Program (PRP) items due to be delivered in 2013-14. The PRP’s are related to the Burwood Beach WWTW and reticulation system, Paxton WWTW, Raymond Terrace reticulation system and Tanilba Bay WWTW.

All ten of these PRP items are on track for completion within the prescribed timeframes.

6.8 Goal 5 - Minimise the Environmental Impacts of Hunter Waters Infrastructure Projects


In 2012-13 Hunter Water had a capital works expenditure program of $121.77 million. The projects delivered included water and wastewater transportation upgrades, water treatment plant upgrades and wastewater treatment plant upgrades. Throughout the year, Hunter Water has continued to focus on the management of environmental impacts resulting from the construction and operation of infrastructure. This included attention to EMS procedures for environmental impact assessment and

Over the life of this plan Hunter Water will be managing a significant program of capital development which will provide assets to meet higher standards and future growth in the region. Hunter Water undertakes environmental impact assessments and community consultation for all capital works projects to ensure that the environmental and community impacts of all infrastructure projects are minimised.


onsite environmental management. In addition to these standard measures, Hunter Water implemented specific actions to target high risk environmental aspects. The key actions undertaken in 2012-13 are described below.

Environmental Impact Assessment

In 2012-13 Hunter Water continued to assess all infrastructure projects in accordance with relevant legislation. Environmental impact assessments were undertaken for all projects where required by the Environmental Planning and Assessment Act 1979. The assessments included specialist assessments where required.

Environmental Surveillance

In 2012-13 Hunter Water continued to focus on environmental surveillance of its capital works projects. For projects that were considered to be high risk or have sensitive environmental issues, an environmental management representative was engaged to carry out compliance inspections, and provide advice and environmental management support to the Project Manager.

Provision of Archaeological Services

Aboriginal Cultural Heritage is considered of high importance for infrastructure projects. In 2012-13 Hunter Water had seven active Aboriginal Heritage Impact Permits (AHIP’s) and consequently, Hunter Water focused on improving heritage support for infrastructure projects. Throughout 2012-13 a consulting archaeologist was embedded in the Hunter Water Infrastructure Delivery Team. The purpose of this role was to:

provide support during the Aboriginal Heritage Assessment process,

engage with Aboriginal Groups and stakeholders

provide support in administering AHIP applications and compliance,

provide field support to project teams where an AHIP is issued.

Throughout the year, the Archaeologist provided heritage support on at least 20 capital works projects. The specialist input helped to minimise risks to cultural heritage, improved efficiency of the administration of AHIP’s and built on existing relationships in the Aboriginal community.

Development of Aboriginal Cultural Heritage Guidelines

In 2013 Hunter Water prepared Guidelines for Aboriginal Cultural Heritage Assessment and Consultation. The aim of the guidelines are to assist Hunter Water to meet its legislative responsibilities with respect to Aboriginal community consultation and assessment of the potential impacts of Hunter Water’s activities on Aboriginal cultural heritage.

These guidelines are scheduled to be implemented in mid 2013.

Aboriginal Cultural Heritage Awareness Training

In conjunction with the preparation of the Guidelines for Aboriginal Cultural Heritage Assessment and Consultation, a training program was delivered to relevant Hunter Water staff to raise awareness of requirements with respect to Aboriginal Heritage. The training was delivered to 35 staff.



The performance against the 2008-13 EMP actions for managing risks associated with infrastructure projects is shown in Table 6.8. Hunter Water has met all the actions identified in the EMP.

The new objectives, targets and timeframes related to this goal are shown in Appendix A.




Conservation of natural resources Undertake appropriate environmental assessment for applicable new infrastructure and relevant operational activities

Full compliance with environmental legislation

Environmental impact assessments were completed for all applicable projects in 2012-13.

Develop procedures and training in accordance with the Corporate Environmental Management System to ensure project managers and contractors are aware of environmental responsibilities

471 staff received environmental training in 2012-13.

Incorporate environmental requirements into contracts

Environmental requirements are built into all relevant contracts.

Conservation of cultural heritage Undertake appropriate indigenous and non-indigenous heritage assessments

Heritage assessments have been undertaken for all relevant projects.

Minimise impacts on community Undertake appropriate consultation and community impact assessment for applicable new infrastructure and relevant operational activities

Full compliance with safeguards nominated in impact assessment process

Environmental compliance is routinely monitored by Environmental Management Representatives.

Undertake periodic customer surveys to gauge satisfaction with Hunter Water.

A Reputation Survey was undertaken 2012. 87% of respondents indicated that they were satisfied with Hunter Water as a water utility. This was a small improvement on past surveys. The findings showed that Hunter Water is regarded as a good ‘environmental manager’ with 70% of respondents giving a positive score when answering this question.



Hunter Water is committed to continual improvement and in 2013-14 will continue to focus on improving environmental management incorporation into the delivery of new infrastructure. There will be a strong focus on development of new EMS procedures, environmental training in the areas of erosion and sediment control and environmental incident management and the development of internal guidelines regarding approvals required for dewatering and aquifer interference under the Water Act and Water Management Act.

The NSW Government is currently rolling out a new planning system for NSW. The reforms will be the most significant changes to environmental planning since the introduction of the Environmental Planning and Assessment Act in 1979. Hunter Water will input into the development of environmental impact assessment guidelines and strategic processes related to the planning reforms as required.

6.9 Goal 6 - Promote Efficient Use of Resources and Minimisation of Waste


Energy and Carbon Management

In mid 2013 Hunter Water finalised a revised version of the Greenhouse Gas and Energy Management Policy. The revised policy statement includes a stronger focus on optimising expenditure on energy. The policy will be released in August 2013.

In 2012-13 Hunter Water was focussed on energy management improvements through conducting more strategic energy procurement and implementing energy efficiency initiatives across the operations. The Energy Management Team has an annual target of achieving $200,000 in savings each year through energy management initiatives. This target has been exceeded for 2012-13. The initiatives that delivered the highest annual savings are shown in Table 6.9.

Table 6.9 Key Energy Management Initiatives Undertaken in 2012-13

Initiative Description Estimated Annual Savings

Energy contract Guided by energy market specialists Hunter Water commenced a new energy contract on 1 January 2013

$2,000,000

Network charge refunds Refunds associated with supply of electricity to external stakeholders through the Hunter Water high voltage network

$132,000

Key infrastructure upgrades

Burwood Beach wastewater treatment works (WWTW) primary pump station control scheme

$36,000

Hunter Water is a medium level consumer of electrical energy currently using about 70,000 – 80,000 MWh per annum. Drivers for a focus on energy management and efficiency include electricity price increases, government policy and regulations, and technology improvements.

Our other main priority with regard to efficient use of resources is to reduce and effective manage waste generated as a result of our operations. Hunter Water has a contract in place to remove and recycle waste spoil that results from operational activities. Waste generated on infrastructure delivery projects is managed by contractors in accordance with legislative requirements with recycling encouraged wherever possible.


Cardiff South water pump station installation of variable speed drives

$30,000

Renewable energy projects

Head office solar panels and Cessnock WWTW cogeneration from biogass

$50,000

Carbon Offsets

In July 2012 the Commonwealth Government’s carbon pricing mechanism commenced. Hunter Water is currently below the carbon emission threshold to have a direct financial liability under the scheme.

With the assistance of an Australian Government funding grant linked to the Lower Hunter Recycled Water Initiative, Hunter Water planted 278,000 trees around Grahamstown and Chichester Dams, and at Irrawang Swamp. This contributed to the total of 280,716 planted in 2012-13. These trees offset the emissions produced from the operation of recycled water plants at Kooragang and Branxton.

The tree planting project will be registered as a project under the carbon farming initiative. In addition, further carbon offsets achieved through the installation of solar panels on the Hunter Water Head Office building, and cogeneration at Cessnock WWTW will be registered to qualify for renewable energy certificates. These will contribute to Hunter Water’s total greenhouse gas offsets.

Waste Management Guidelines

In 2012-13 Hunter Water has focussed on improving waste management practices and awareness of waste management requirements across the various areas of operations. A key action related to this has been the preparation of a waste management guideline. The purpose of the guideline is to assist Hunter Water project managers to comply with the NSW Governments waste regulatory framework.

The guideline provides practical advice on:

how to plan projects to avoid the generation of unnecessary waste during construction

how to recycle or re-use waste to reduce costs

exploring opportunities to minimise the volumes of waste that would otherwise need to be sent to landfill.

In conjunction with the preparation of the waste management guidelines, a training course in waste management was prepared and delivered to relevant staff in May 2013.


Performance against the 2008-13 EMP targets for efficient use of resources and minimisation of waste is shown in Table 6.10. The new objectives, targets and timeframes related to this goal are shown in Appendix A.




Minimise the environmental impact of Hunter Water’s use of energy and greenhouse gas emissions

Develop Greenhouse Gas Emissions Strategy including initiatives that will offset greenhouse gas emissions

Strategy developed by end of 2008. Completed 2009. A revised Greenhouse Gas and Energy management Policy was released in August 2013.

Develop and implement energy savings plans for major facilities

Develop energy savings plans for top 10 energy use facilities by mid 2008 and implement 75% of identified savings by 2013

Projects with annual savings of 823 megawatt hours were implemented in 2012-13. Over the last four years, Hunter Water has created more than $1 million worth of annual savings through implementing energy efficiency initiatives.

Develop incentive program for Hunter Water to take up fuel efficient fleet cars

Programs in place by 2009 Hunter Water has implemented a scheme for its executive vehicles that mandates that new fleet vehicles meet 3.5 stars as per the green vehicle guide as a minimum. A progress incentive scheme has also been implemented to encourage the selection of vehicles that are 4 stars and above.

Explore potential for greater use of LPG gas and bio-diesel fuel alternatives

Hunter Water has mandated the use of biofuels where this is an option for a particular vehicle and where there is local availability.

Implement Hunter Water’s Waste Recycling and Purchasing Policy (WRAPP)

Develop a recycled materials strategy, including initiatives that will reduce the use of virgin extracted natural materials

Strategy in place by end of 2009 The recycled materials strategy was completed in 2010. New procedures and training were developed and implemented in 2012-13.


Undertake a study to investigate the potential to increase the amount of recycled materials used for new infrastructure projects

Study completed by end of 2010 As part of the recycled materials strategy an investigation into the use of recycled materials within new infrastructure projects was also completed.


Energy consumption across the asset categories was dominated by wastewater treatment and water transport which is similar to historical consumption.

Figure 6.10 Energy Consumption by Asset Category 2012-13


Greenhouse gas emissions trended down from a peak in 2010-11. This was mainly due to reduced flows into the wastewater treatment plants resulting in lower than normal energy use at these facilities. Fugitive emissions from wastewater treatment plants also trended down. This is contributable in part to changes in the National Energy and Greenhouse Reporting Act methodology for calculating nitrous oxide emissions from treatment plants that discharge into ocean and estuarine receiving waters. Fuel use also trended down compared to the past few years. Overall, in 2012-13, Hunter Water has met its target to remain carbon stable over the life of the 2008-2013 Environmental Management Plan.

Figure 6.11 Historical Net Greenhouse Gas Emissions (Tonnes CO2 - Equivalents)


Greenhouse emissions from wastewater assets continue to comprise the majority of the overall emissions generated by Hunter Water.

Figure 6.12 Greenhouse Gas Emissions Breakdown


In 2013-14 Hunter Water will continue to meet commitments for energy efficiency projects. This will include continuing design input into:

Key water pump station upgrades including Neath, Schroder and Lambton.

Advanced power control which takes advantage of reservoir capacity and off peak pumping.

In addition to the above projects, Hunter Water has been undertaking detailed energy audits of five wastewater treatment plants with the aid of NSW Office of Environment and Heritage subsidies. These audits were completed in July 2013. A further 40 potential energy saving initiatives have been identified across Hunter Water assets. These initiatives could result in up to $2 million in savings annually. However, it should be noted, this is an estimate and there is a varied level of risk, return, and work required in developing each business case. Based on current prioritisation and scheduling it is anticipated that $1 million of these initiatives may be implemented over the next five years.

Hunter Water will focus on improving data and calculation methodologies relating to fugitive emissions. This will include work with W-S-A-A to improve methodologies for estimating emissions arising from sludge lagoons.


6.10 Goal 7 - Responsibly Manage our Land and Property Assets


Heritage Asset Management

Following the finalisation of the Hunter Water heritage register and Heritage Asset Management strategy in 2010, work has continued to develop conservation management plans for those sites determined to have State heritage significance. In 2012-13 Hunter Water completed the preparation of the Dudley Reservoir Conservation Management Plan.

Weed Management

Hunter Water holds a licence issued by the Office of Environment and Heritage to treat the aquatic weeds, Water Hyacinth and Alligator Weed. This licence allows for up to three treatments per growing season.

In 2012-13 Hunter Water focused on aquatic weeds where there is potential for the weeds to create operational and/or water quality problems. These locations included Seaham Weir Pool and Balickera Canal. Regular visual inspections of special areas waterways indicate that Chichester Dam and Grahamstown Dam currently have no aquatic weed problems.

Hunter Water continues to work closely and liaise regularly with Port Stephens Council’s Noxious Weeds Officers regarding the treatment of all weeds within the Port Stephens LGA on land that is owned or under the care and control of Hunter Water. In 2012-13 Hunter Water provided funding of $5,000 to Port Stephens Council to assist in weed treatment within the Seaham Pool Weir.

In addition to aquatic weed management, the following weed control was undertaken on land owned or controlled by Hunter Water:

Hunter Water owns large areas of rural property in the Upper Williams River Tillegra region. Hunter Water must manage all land responsibly. Giant Parramatta Grass is a major weed species that reduces the productivity of grazing land. Due to the extensive area affected by this weed aerial spraying via helicopter was employed. Treatment of this weed will require ongoing remediation in future years.

Blackberry and lantana was treated on Hunter Water land in the Chichester catchment which is adjacent to the Barrington Tops National Park and also Blackberry and lantana was treated on Hunter Water land surrounding Balickera Canal and Grahamstown Dam.

Bush Regeneration and Land Contamination Management

Hunter Water has continued bush regeneration and tree planting projects associated with capital works restoration activities at Glenrock State Conservation Area, Ash Island, Cessnock Water Pump

Hunter Water owns a large amount of land and has total assets valued at approximately $3 billion. Effective land management is therefore a very important Corporate responsibility. Public safety, site security, bushfire management, weed management, bush regeneration, grounds maintenance, feral animal control, asset protection, landscaping, control of illegal dumping, land contamination and flood management are just some of the many property related activities that Hunter Water has to regularly address and manage as part of its overall land management responsibilities. Whilst there are many land management activities that are required on an ongoing basis several key tasks have been specifically highlighted for inclusion in the Environmental Management Plan.


Station, Beresfield to Stony Pinch Trunk Main Upgrade and Mayfield to Broadmeadow Wastewater System Upgrade.

Land contamination assessment work and fencing activities associated with the presence of lead adjacent to the Chichester Trunk Gravity Main continued in 2012-13. Furthermore, a review of the risk of groundwater contamination in proximity of wastewater treatment plants was undertaken.

Feral Animal Management

The 2012-13 program targeted wild dogs and foxes using 1080 baiting. Baiting was carried out in July and August 2012 on Hunter Water land at Tomago, Grahamstown Dam, Balickera Canal and Chichester Dam. Baiting is carried out in these months as the risk to non-targeted species is minimised.

In 2012-13 sponsorship funding of $3,000 was provided to the Allyn, Paterson, and Williams Wild Dog Association. This association is endorsed by the Livestock Health and Pest Authority (LHPA) who also provide technical support. The funding was used to provide training on trapping, safe baiting procedures and environmental awareness to members as well as to purchase traps and assist the aerial baiting program.

Assets and Facilities

As in previous report periods, unauthorised access on Hunter Water land continued to be a significant problem during 2012-13 with vandalism and illegal dumping associated with illegal access. Given the length and remoteness of boundary fencing under the control of Hunter Water it is not possible to keep out determined offenders. A security gate has been installed at Belmont WWTW to prevent dumping and concrete blocks have been used where suitable.

Hunter Water continues to work closely with NSW Police, Port Stephens Council and National Parks and Wildlife Service in addressing this problem.


Performance against the goals of the 2012-13 EMP is shown in Table 6.11. Hunter Water has achieved the targets for this goal and continues to implement ongoing management practices to address the risks associated with its land and property.

The new objectives, targets and timeframes related to this goal are shown in Appendix A.


Table 6.11 Goal 7- Performance and Compliance in 2012-13


Conserve our heritage Develop register for Hunter Water’s heritage assets

Finalise register by end of 2008 Complete. The Heritage Register can be viewed on the Hunter Water’s website.

Effective land management Develop and maintain contaminated sites register

Develop register by mid 2008 The contaminated sites register was completed in August 2010. Hunter Water has been undertaking detailed investigations into high risk sites.

Continue weed and feral animal control programs for land under our control

Report annually on land management activities

Weed and feral animal control is managed and reported in the section titled Actions to Manage Risks.

Undertake bush regeneration and land contamination assessments when appropriate

Bush regeneration and land contamination assessments are reported on in the section titled Actions to Manage Risks.

Assets and facilities are maintained in a manner aesthetically acceptable to the community

Undertake landscaping programs in association with upgrades of operational facilities

Landscaping plans for new infrastructure including specified maintenance periods.

Restoration requirements are built into all relevant construction contracts.

Aesthetics to be factored into asset design Review implementation of Hunter Water’s aesthetics policy by 2010

A review of the policy was completed and no changes were considered necessary.



During 2013-14 a number of activities are planned including:

Development of a new bushfire management plan for Hunter Water. The plan will update Hunter Water’s procedures and processes in relation to fire preparedness, emergency response and catchment recovery. Work will also focus in fire vulnerability assessments for Hunter Water assets.

A guideline procedure will be developed relating to the use of pesticides on Hunter Water land in drinking water catchments.

Development of maps in Hunter Water’s Geographic Information System that identify operating assets vulnerable to climate change impacts such as sea level rise, flooding, and coastal recession.

The ongoing implementation of weed control and feral animal control programs.

A groundwater monitoring program will commence at selected wastewater treatment plants to investigate the levels of nutrients and other contaminants within the groundwater at these sites.

6.11 Goal 8 - Contribute to Sustainability and Environmental Awareness in the Community


Hunter Water is committed to working with the community to achieve a sustainable water cycle. In 2012-13 Hunter Water engaged with the community through a number of programs. Programs include community education initiatives and school programs.

Some of the programs delivered to schools in 2012-13 included:

Smart Metering for schools

Ship O Fools water education show in primary school and pre-schools

Online water saving games

Catchment management water authority education programs – Catchment crawl, Water watch Program and Brochure competition

Teacher resources – The Water Kit

Initiatives aimed towards the broader community included:

Showerhead exchanges

To achieve sustainable water cycle management it is necessary for Hunter Water to provide for broad community involvement in issues that affect the way people interact with the water cycle. Hunter Water promote community ownership and responsible use of water resources through public education programs and school and community group talks. Hunter Water also has an annual sponsorship program designed to support a wide range of community and environmental activities throughout the region.


Hunter Region No Interest Loan Scheme

Summer water efficiency marketing campaign

Autumn catchment management marketing campaign

Attendance at events – Newcastle Home Show, Tocal Field Days and Surfest.

Hunter Water is committed to community sponsorship programs. Sponsorship programs are designed to support a wide range of community and environmental activities.

The value of projects sponsored in 2012-13 is shown in Table 6.12.

Table 6.12 Value of Sponsorship

2007-08 2008-09 2009-10 2010-11 2011-12 2012-13

Value of sponsorship for community environmental projects

$131,000 $172,500 $125,000 $127,000 $121,000 $153,944


Performance against the goals of the 2012-13 EMP is shown in Table 6.13. Hunter Water has achieved the targets for this goal.




Develop partnerships with the community

Maintain a sponsorship program which provides support to relevant community environmental initiatives.

Call for applications for sponsorship program annually

The current program will end June 2013. In 2012-13 the total sponsorship provided was $153,944.

Participate in the Together Today program which will support research and development of water and energy saving initiatives as well as raising awareness and educating the broader community of better ways to save and use our valuable resources.

Measurable reductions in per capita use of energy and water across the Hunter

During 2012-13 membership with Together Today continued. Initiatives with partners included the Showerhead Exchange Program, Transitions Street Newcastle Challenge, Living Green editorial in The Herald newspaper.

Continue to inform the community of the Corporation’s activities and its impact on the environment.

Utilise Open Board, the Consultative Forum, media, Annual Reporting, Hunter Water website, Hunter Water’s community newsletter, open days, school curriculum support materials and other information packages.

Conduct biennial customer surveys to gauge customer satisfaction.

A Community and customer reputation survey was completed in 2011-12 as well as satisfaction data collected from transactions. Feedback has shown an increase in customer satisfaction levels since 2009-10.

Consult with stakeholders and the community in relation to operational activities and infrastructure projects

Report on environmental performance

Include environmental reporting in the Hunter Water Annual Report and report annually on key indicators.

Annual Report and Environmental Performance Indicator Report to be posted on the Hunter Water website by end of November each year.

The 2011-12 Environmental Performance Indicator report was completed and posted on the website in September 2012. The Annual Report was posted on the website in November 2012.



Education programs for students and the community will continue during 2013-14. Marketing campaigns to promote water efficiency, catchment management and sustainability will support these programs.

In August 2013 a revised Sponsorship and Donations Program was launched. Sustainability grants will be open for community applications. Projects for water and wastewater education and conservation will be a focus of the community programs. Hunter Water will also deliver water and wastewater infrastructure for the community and support students in water-related fields with scholarships.

6.12 Goal 9 - Continue to Improve Environmental Management Practices and Promote an Environmentally Responsible Culture


Environmental Management System Review

The review and improvement of the Hunter Water EMS is ongoing and work will continue in 2013-14. The goal for certification of the EMS is 30 June 2017. This timeframe is aligned with the Operating Licence. to develop a management system consistent with the Australian Standard AS/NZS ISO 14001:2004: Environmental Management Systems – Requirements with Guidance for Use.

Key actions undertaken in 2012-13 in relation to the EMS included:

Environmental risk review and new five year EMP

New guidelines and procedures

New guidelines for waste management and Aboriginal heritage management.

Procedures for sampling, investigation and reporting environmental incidents.

In 2012-13 the following environmental audits were completed:

Internal audit of environmental compliance of capital works projects.

Internal audit of treatment plant chemical storage and stormwater management.

Internal audit of environmental incident management procedures.

Independent audit of the Hunter Water EMS.

The audit findings are reported to the Board Audit and Risk Committee. Outcomes and recommendations from the audits have been included in the Corporate Audit Management System for implementation and close out.

Hunter Water’s Environmental Management System provides a framework for developing, implementing and monitoring our Corporate environmental commitments. We will strive for continual improvement in our environmental and social performance which will be measured by performance indicators and publicly reported each year.


Training

In 2012-13 five environmental training programs were delivered to Hunter Water personnel. A description of each training program and the number of staff trained is provided in Table 6.14.

Table 6.14 Environmental Training Delivered in 2012-13

Training Description Staff trained 2012-13

General environmental awareness

An online training module for all staff to raise awareness of environmental responsibilities and corporate goals.

313

Environmental due diligence Training on the Protection of Environment Operations Act 1997, and assessing and controlling environmental risks. Directed to Managers and Supervisors.

49

Identifying and managing environmental risk

Training on the Protection of Environment Operations Act 1997, and assessing and controlling environmental risks. Directed to field staff.

58

Aboriginal cultural heritage awareness

Training to raise awareness of responsibilities in relation to Aboriginal cultural heritage assessment and management and strict liability offence. Directed to contract managers.

35

Waste management in capital works

Training to raise awareness of waste management requirements for infrastructure projects. Directed to contract managers.

16


Performance against the 2008-13 EMP targets for this goal is shown in Table 6.15. All targets have been met for the 2012-13 reporting period.

The goal to continue to improve environmental management practices and promote an environmentally responsible culture continues to be encapsulated in the 2013-17 EMP. The new EMP includes additional and revised actions and targets with the objective of continuing to improve environmental management at Hunter Water and achieve certification of the EMS.

Included in the new EMP are revised target dates for the actions to be completed over the five year period of the plan. Appendix A includes details of this goal with revisions and additions to targets indicated in red.




Continue to develop effective tools and systems to manage environmental responsibilities

Maintain and continually improve the Corporation’s Environmental Management System

Management review of Environmental Management System every year

Management review was undertaken in November 2012.

An environmentally aware and committed workforce

Rolling program of targeted environmental training for staff

100 people put through environmental training each year.

471 Hunter Water staff received environmental training in 2012-13

Environmental awareness and proven performance from our contractors

Environmental inductions and preparations of site specific Environmental Management Plans mandatory for all construction works that can affect environment

Full compliance Environmental inductions and preparation of site specific Environmental Management Plans were completed for all construction works.

Audit environmental performance Periodically undertake internal and external audits of environmental requirements and systems

Independent audit of Corporate Environmental Management System every 5 years and minimum of 2 internal environmental audits each year

An independent audit of the Hunter Water Environmental Management System (EMS) was also completed in 2012-13. An EMS improvement plan is currently in place and Hunter Water has committed to having an accredited EMS before June 2017. Three internal audits were completed. All audits are reported to the Board Audit and Risk Committee.



Environmental Management System Improvements

In 2013-14 work will continue to improve the EMS to ensure certification of the system can be achieved within the prescribed timeframe. The EMS includes an action plan that defines the required actions and issues to be addressed. This plan is a live document and is continually revised to include newly identified actions and record completion of actions.

In 2013-14 Hunter Water is delivering a new IQMS computer business solution. This will provide enhanced functionality to the development of the IQMS which includes the EMS.

Environmental Training

The following training programs are scheduled for 2013-14:

Soils, sediment and erosion control awareness.

Environmental incident management

Environmental audits

The 2013 environmental compliance internal audit identified a number of recommendations. In regard to planned capital works projects. This includes procedural improvements to corrective action management and environmental specifications in contract documentation. These recommendations will be implemented according to a timeframe approved by the Audit and Risk Committee.

Environmental audits proposed for 2013-14 include:

Internal audit of biosolids management.

Internal audit of chemical storage and stormwater management at treatment plants.

National Greenhouse and Energy Reporting (NGER) reasonable assurance audit

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7.2 Performance Indicators 2012-13

IPART Performance Indicators

In addition to the suite of NWI Indicators that Hunter Water report performance against each year, a supplementary set of indicators is set by IPART under the Operating Licence. Table 7.2 summarises performance of these indicators.

WQ1 Microbiological compliance - percentage of routine water quality samples that comply with the Australian Drinking Water Guidelines for E. Coli

Figure 7.6 WQ1 Performance

Figure 7.6 shows that in 2012-13 99.9 per cent of all routine water quality samples complied with the Australian Drinking Water Guidelines for E.coli.


WQ1.2 Chemical/physical compliance - Percentage of routine water quality samples that comply with the Australian Drinking Water Guidelines for key chemical/physical parameters

Figure 7.7 WQ1.2 Performance

The result of 99.9 per cent compliance represents three routine samples from over 1,600 samples returning a result above guideline levels. This is an indication of the high quality of water supplied to customers with respect to chemical/physical parameters.

“In general, the physical characteristics of water are not of direct public health concern, but they do affect the aesthetic quality of the water, which largely determines whether or not people are prepared to drink it”.

(NHRMC Guidelines, 2011).


I1 The number of properties affected by an unplanned water interruption duration of more than 1 hour and less than or equal to 5 hours

Figure 7.8 I1 Performance

This indicator demonstrates that Hunter Water has sustained the improved performance of 2011-12. The main incidents that occurred during the year were trunk main failures in Wallsend and Kooragang Island.

The Wallsend break in March 2013 resulted in water interruptions to 1,445 properties in Maryland and Fletcher. Unlike a break in November 2012 which resulted in discontinuities for greater than 5 hours, this break was located quickly and due to its location, additional feeds were available to maintain supply.

The Kooragang Island break caused a drop in pressure locally, which resulted in water interruptions across the Stockton Bridge to Stockton and Fern Bay. Recent water main amplifications in Kooragang meant that when the break was isolated, supply was returned within 150 minutes.


I2 Occurrences of water interruptions to affected properties (ie the number of properties experiencing 3 or more planned and unplanned water interruptions of more than one hour duration)


Results indicate improved performance in 2012-13, due in part to Hunter Water’s water main replacement program which has remediated mains with a high likelihood of failure. The majority of interruptions have resulted from unplanned works. 14 out of 77 interruptions were planned works including works associated with replacing water mains to address this specific criteria.


I3 Events leading to planned or unplanned water interruption where 250 or more properties experience an interruption of over 5 hrs duration)


Table 7.1 I3 Overview of Events

Job Number

Date Location - Street/Suburb Number of Properties

Duration (hours)

Comments Interruption Type

392208 20.07.12 Thalab Road – New Lambton

309 5.9 200mm break Unplanned

394250 02.11.12 Various streets – Fletcher/Wallsend

2,008 7.2–15.3 500mm break Unplanned

403617 01.03.12 Adelaide Street – Raymond Terrace

660 6.1 250mm break Unplanned

Table 7.1 highlights an improved result this year, in part due to Hunter Water’s increased focus on incident escalation to ensure that the appropriate level of attention is provided to reduce the impact on our customers.

The incidents at New Lambton and Raymond Terrace are examples of jobs where a combination of factors can increase the interruption times. These factors included:


Location of a break. At Raymond Terrace the break was in a low lying swampy area and occurred on a wet day. In New Lambton, water did not come to the surface, but travelled underground in the stormwater network.

Multiple assets – both incidents had at least two mains in the same vicinity, which increased diagnosis times.

The Wallsend / Fletcher incident was extended for a number of reasons, including that it occurred in a remote area and late at night which increased time to find the issue. It was identified that some serviced properties could be rezoned to an adjoining lower pressure area, hence the duration of the outage for some customers was reduced. Due to the size of the main (500mm) and the difficult site conditions, the repairs and re-pressurisation of the main were extended and some customers at higher elevations were impacted until the main repairs were fully complete. Bottled water was made available for customers at the Maryland Shopping Centre.


I4 The number of residential properties affected by planned water supply interruptions in peak hours (5am-11pm)


The level of planned interruptions for 2012-13 has reduced from 2010-11 and 2011-12 due to a reduction in the number of water main replacements and new main connections.


I5 The number of properties in the utility's drinking water supply network experiencing a water pressure failure which is occasional or recurrent, but not permanent


This indicator’s result is dependent on weather patterns and associated demand in a given year. During both the current reporting year and in 2010-11, long hot and dry periods in summer increased customer demands on the water supply, thus increasing the number of low pressure events. The lower result in 2011-12 was due entirely to weather conditions (reduced maximum temperatures and increased rainfall) over the summer period.


I6 Number of Priority 1 sewage overflows responded to in a year


Hunter Water has achieved its lowest result for this indicator since 2009-10. This reduction in the volume of Priority 1 sewage overflows is consistent with the overall reduction for all uncontrolled overflows. This can be attributed to the sewer lining program involving patch lining mains that had repeat overflows, improved jetting equipment and work practices.


I7 Number of Priority 2 sewage overflows responded to in a year


Priority 2 overflows were maintained at a similar level to 2011-12 which is at the lowest over the last five years. Hunter Water has concentrated on reduction of Priority 1 sewage overflows and as evidenced in Indicator I6 this reduction has been achieved.


I8 Number of residential customers' dwellings affected by sewer spills not contained within 1 hour of notification


The results indicate a second year of improved performance where approximately 37 per cent of all Priority 1 and 2 sewer spills are contained within 1 hour of being notified by the customer. Within one hour the job is logged, dispatched to crews and the blockage or other problem is rectified. Improvements have been a result of a number of factors, including the increased visibility of pending jobs by maintenance staff since the introduction of mobile computing in vehicles.


E1 Total number of proceedings and penalty notices under the Protection of the Environment Operations (POEO) Act 1997 issued to the water utility

Figure 7.16 E1 Performance

Hunter Water received two penalty infringement notices from the NSW Environment Protection Authority in 2012-13. One penalty notice related to a sewer overflow from a developer works’ project at Gillieston Heights and the other related to a sewer overflow from a wastewater pumping station at Anna Bay.

Hunter Water has introduced a number of initiatives to reduce the risk of sewer overflows. This has included a review of contractor responsibilities and operational supervision procedures to reduce the likelihood of preventable overflows.


E2 Total number of proceedings and penalty notices under the Protection of the Environment Operations (POEO) Act 1997 issued to contractors engaged by the water utility


Contractors working on Hunter Water projects have not had any proceedings or penalty notices under the Protection of the Environment Operations Act 1997 issued in 2012-13 which is consistent with performance over the past five years.


E3 Total electricity consumption by water assets (kWh/ML of water supplied to be included)


Electricity consumption per ML of water supplied has been trending down over the past five years, showing a 22 per cent decrease since 2008-09. Hunter Water has implemented a range of energy efficiency initiatives at key water pumping stations such as replacing standard drives, improvements to pumping and control schemes, and replacement of inefficient pumps that have contributed to this result.


E4 Total electricity consumption by sewer assets (kWh/ML of sewage collected)


Electricity consumption per ML of sewage collected has increased in 2012-13 compared to 2010-11 and 2011-12. Energy efficiency initiatives have been implemented across sewer assets however it is noted that wastewater treatment plant upgrades can often increase energy consumption requirements. Upgrades at Farley, Shortland, Edgeworth, Toronto and Branxton have been completed in the last two years.


E5 Electricity consumption from renewable sources or generated by water utility expressed as a percentage of total electricity consumption


In early 2013 photo-voltaic solar panels on Hunter Water’s Head Office roof were installed and generate renewable energy to supplement power requirements for the Head Office building. Up until 2012-13 Hunter Water did not generate any electricity for sale or internal use. Hunter Water assets are used to generate power with hydro-electric power generators located at Chichester Dam and within the Chichester Trunk Gravity Main however these generators are owned and operated by Delta Electricity. A cogeneration facility that will generate electricity from digester biogas has been constructed at Cessnock Wastewater Treatment Plant. This facility will be commissioned in August 2013.


E11 Total mass of biosolids produced by the water utility


Biosolids production increased slightly in 2012-13 years. A number of the treatment plant sludge lagoons including Dora Creek, Branxton, Paxton, Shortland and Tanilba Bay were dewatered during 2012 which has resulted in the higher production in 2011-12 and 2012-13 compared to 2009-10 and 2010-11. Dewatering sludge lagoons involves removal of biosolids that have been accumulating over a number of years, therefore resulting in a large volume of biosolids requiring management


E12 Percent of solid waste recycled or reused expressed as a percentage of solid waste generated


Note that this indicator does not include biosolid reuse as per the definition.

In 2012-13, Hunter Water continued to achieve high levels of waste recycling. The high levels of recycling is dominated by capital works projects and operational spoil management reuse contract. The recycling percentages are slightly below levels achieved in recent years. Note that recycled waste figures are heavily influenced by soil/spoil that is generated from both operational activities and as part of capital works projects.


E17 Total number and nature of proceedings or penalty notices of conditions under licences issued to the water utility by NSW Office of Water for water management


No proceedings or penalty notices relating to Water Management Licence conditions have been issued to Hunter Water by the NSW Office of Water since the licence arrangements have been in place.

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C2 Percent of calls abandoned

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The percentage of calls abandoned decreased in 2012-13. This is a result of Call Centre Services moving into its second year of operations with Hunter Water’s Third Party provider. The Provider has gained an increased understanding of Hunter Water’s business which has equipped them to resource appropriately.

The 2012-13 per cent of calls abandoned decreased from 2011-12, however performance is higher than 2008-09 and 2009-10. This is due to Hunter Water applying a new method of measuring per cent of calls abandoned from 1 July 2011. The new measure provides a better indicator of the customer’s experience with the Hunter Water Call Centre by measuring the “actual” waiting time to speak to a Customer Service Representative. There is no industry customer service standard for measuring per cent of calls abandoned with Hunter Water opting for a measure that provides a responsive customer service channel to assist with satisfying customers.

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C11 – The total number of residential customers disconnected for non-payment of amounts owed to the utility


This is the first year that reporting of this indicator was required. There have been no residential customers disconnected from our services this financial year.


C12 The total number of non-residential customers disconnected for non-payment of amounts owed to the utility


This is the first year that reporting of this indicator was required. There have been no non-residential customers disconnected from our services this financial year.


C13 Total number of residential customers on whom water flow restrictions have been imposed


*Note: the data for 2008-09 up to and including 2011-12 includes non-residential properties.

Due to a growth in aged debtors and increasing credit risk, the credit management policy was revised in July 2012. This involved an increased focus on credit action on overdue accounts which has resulted in placing a higher number of customers on water flow restriction. This trend is expected to continue moving forward. 2012-13 is the first year of reporting residential and non-residential results separately for this indicator. This action has resulted in a 30 per cent reduction in Aged Debt.

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Table 7.2 IPART Indicators

IPART Indicator 2008-09 2009-10 2010-11 2011-12 2012-13

WQ1 Microbiological compliance – percentage of routine water quality samples that comply with the ADWG for E.Coli

99.6 99.9 99.4 100 99.9

WQ1 Chemical/physical compliance – percentage of routine water samples that comply with the ADWG for key chemical/physical parameters

99.6 99.6 99.9 99.9 99.9

I1 The number of properties affected by an unplanned water interruption duration of more than 1 hour and less than or equal to 5 hours

42,671 43,705 42,322 34,993 35,870

I2 Occurrence of water interruptions to affected properties (ie the number of properties experiencing 3 or more planned and unplanned water interruptions of more than one hour duration)

4,301 2,737 6,624 3,177 1,834

I3 Events leading to planned or unplanned water interruption where 250 or more properties experience an interruption of over 5 hours duration

- - 5 4 3

I4 The number of residential properties affected by planned water supply interruptions in peak hours (5am-11pm)

11,680 12,980 16,844 17,152 11,760

I5 The number of properties in the utility’s drinking water supply network experiencing a water pressure failure which is occasional or recurrent, but not permanent

1,182 1,182 1,860 698 1,473

I6 Number of priority 1 sewage overflows responded to in a year 580 892 1,138 904 764

I7 Number of priority 2 sewage overflows responded to in a year 2,660 3,186 3,195 2,473 2,475

I8 Number of residential customers’ dwellings affected by sewer spills not contained within 1 hour of notification

2,364 2,503 2,807 2,334 2,036

E1 Total number of proceedings and penalty notices under the Protection of the Environment Operations (POEO) Act 1997 issued to the water utility

- 1 - - 2

E2 Total number of proceedings and penalty notices under the Protection of the Environment Operations (POEO) Act 1997 issued to contractors engaged by the water utility

- - - - -

E3 Total electricity consumption by water assets (kWh/ML of water supplied to be included)

561 503 498 456 435

E4 Total electricity consumption by sewer assets (kWh/ML of sewage collected) 667 673 612 559 624

E5 Electricity consumption from renewable sources or generated by water utility expressed as a percentage of total electricity consumption

- - - - 0.03

E11 Total mass of biosolids produced by the water utility 5,762 4,920 4,911 5,532 5,778

E12 Percent of solid waste recycled or reused expressed as a percentage of solid waste generated

84 93 95 91 87


IPART Indicator 2008-09 2009-10 2010-11 2011-12 2012-13

E17 Total number and nature of proceedings or penalty notices of conditions under licences issued to the water utility by NOW for water management

- - - - -

C1 The percentage of complaints resolved within 10 business days - - - - 81

C2 Percent of calls abandoned 3.3 4.1 5.4 6.1 4.7

C3 Percent of metered accounts of customers that receive a bill not based on a business meter read for one year

- - - - 0.18

C4 Number per 1000 properties of contacts received by water utility that are requests for instalment or deferred payment plans

- - - - 106.5

C7 Percent of residential customers on instalment plans - - - - 2.48

C8 Percent of non-residential customers on instalment plans - - - - 0.24

C9 Number of customers receiving payment assistance vouchers or payment assistance scheme credits

- - - - 962

C10 Value of payment assistance vouchers or payment assistance scheme credits provided to customers

- - - - 121,803

C11 The total number of residential customers disconnected for non-payment of amounts owed to the utility

- - - - -

C12 The total number of non-residential customers disconnected for non-payment of amounts owed to the utility

- - - - -

C13 Total number of residential customers on whom water flow restrictions have been imposed

1,205 1,016 908 350 1,118

C14 Total number of non-residential customers on whom water flow restrictions have been imposed

- - - - 74

Table 7.3 National Water Indicators

NWI Indicator 2008-09 2009-10 2010-11 2011-12 2012-13

W1 Volume of water sourced from surface water (ML) 61,814 63,433 65,676 61,035 66,060

W2 Volume of water sourced from groundwater (ML) 5,504 7,117 2,333 2,159 2,561

W3 Volume of water sourced from desalination (ML) - - - - -

W3.1 Volume of water sourced from desalination of marine water - - - - -


NWI Indicator 2008-09 2009-10 2010-11 2011-12 2012-13

W3.2 Volume of water sourced from desalination of groundwater - - - - -

W3.3 Volume of water sourced from desalination of surface water such as dams, rivers or irrigation channels

- - - - -

W4 Volume of water sourced from recycling (ML) 2,872 2,899 2,186 1,873 1,874

W5 Volume of water received from bulk supplier (ML) - - - - -

W5.1 Volume of potable water received from bulk water supplier - - - - -

W5.2 Volume of non potable water received from bulk supplier - - - - -

W6 Volume of bulk recycled water purchased (ML) - - - - -

W7 Total sourced water (ML) 70,190 73,449 70,195 65,067 70,495

W8 Volume of water supplied – Residential (ML) 37,199 38,463 37,087 34,911 38,370

W8.1 Volume of potable water supplied – residential - - 37,087 34,911 38,370

W8.2 Volume of non-potable water supplied – residential - - - - -

W9 Volume of water supplied – commercial, municipal and industrial (ML) 21,487 21,081 21,068 20,923 22,670

W9.1 Volume of potable water supplied – commercial, municipal and industrial (ML) - - 21,068 19,225 21,026

W9.2 Volume of non-potable water supplied – commercial, municipal and industrial (ML)

- - - 1,698 -

W10 Volume of water supplied – Other (ML) 8,334 8,689 9,539 9,226 9,198

W10.1 Volume of potable water supplied – other - - 9,539 9,046 9,198

W10.2 Volume of non-potable water supplied – other - - - 180 -

W10.3 Volume of water supplied – managed acquifer recharge - - -

W10.4 Volume of water supplied – agricultural irrigation - - -

W11 Total urban water supplied (ML) 67,020 68,233 125,849 120,894 70,238

7W11.1 Total urban potable water supplied - - 67,694 63,182 68,594

W11.2 Total urban non-potable water supplied - - - 1,878 -

W11.3 Total volume of potable water produced - - - 63,182 68,623

W12 Average annual residential water supplied (kL/property) 179.7 184.0 175.0 162.9 175.8

W13 Volume of water supplied – environmental flows (ML) 5,110 5,110 5,110 5,110 5,110


NWI Indicator 2008-09 2009-10 2010-11 2011-12 2012-13

W14 Volume of bulk water exports (ML) 161 2316 315 12 29

W14.1 Volume of potable bulk water exports - - 315 12 29

W14.2 Volume of non-potable bulk water exports - - - - -

W15 Volume of bulk recycled water exports (ML) - - - - -

W16 Volume of waste collected – residential sewage, non-residential sewage and non-trade waste (ML)

61,589 52,379 63,971 76,388 63,400

W17 Volume of waste collected – trade waste (ML) 3,225 3,102 3,898 4,389 4,697

W18 Total sewage collected (ML) 64,815 55,481 67,869 80,777 68,097

W18.1 Volume of sewage supplied to other infrastructure operators - - - - -

W18.2 Volume of sewage taken from other infrastructure operators - - - - -

W18.3 Volume of sewage taken from sewer mining - - - - -

W18.4 Volume of sewage measured at inlet to treatment works - - 67,869 80,777 68,097

W18.5 Volume of sewage treated effluent - - 63,190 80,777 68,097

W19 Sewage collected per property (kL/property) 307.2 260.5 314.2 368.9 307.5

W20 Volume of recycled water supplied – residential (ML) - - - - -

W21 Volume of recycled water supplied – commercial, municipal and industrial (ML) 2,289 2,648 2,006 1,643 1,644

W22 Volume of recycled water supplied – agricultural (ML) 2,623 2,520 2,488 2,824 2,445

W23 Volume of recycled water supplied – environmental (ML) - - - - -

W24 Volume of recycled water supplied – on site (ML) 180 180 180 198 180

W25 Volume of recycled water supplied – other (ML) - - - - -

W25.1 Volume of recycled water supplied – managed aquifer recharge - - - - -

W26 Total recycled water supplied (ML) 5,091.7 5,348.0 4,674.1 4,664.0 4,269.0

W27 Recycled water (percent of effluent recycled) 7.9 9.6 7.4 5.8 6.3

W28 Total volume of urban stormwater discharges from a stormwater discharge point - - - - -

W28.1 Volume of urban stormwater supplied to other infrastructure operators - - - - -


NWI Indicator 2008-09 2009-10 2010-11 2011-12 2012-13

W28.2 Volume of urban stormwater - - - - -

W28.3 Volume of urban stormwater supplied for managed aquifer recharge - - - - -

W28.4 Volume of urban stormwater used - - - - -

W29 Total volume of treated and untreated sewage discharges from a sewage discharge point

- - 63,971 75,915 63,828

A1 Number of water treatment plants providing full treatment 6 6 6 6 6

A2 Length of water mains (km) 4,821.9 4,856.6 4,896.1 4,930.0 4,819.7

A3 Properties served per km of water main 46.0 46.3 46.6 46.7 48.3

A4 Number of sewage treatment plants 18 18 18 18 19

A5 Length of sewerage mains and channels (km) 4,625.6 4,667.0 4,729.9 4,791.6 4,851.5

A6 Properties served per km of sewer main 45.6 45.6 45.7 45.7 45.6

A7 Number of recycled water treatment plants - - - - -

IA8 Total number of water main breaks 1,571 1,553 1,526 1,244 3,221

A8 Water main breaks (per 100km of water main) 32.6 32.0 31.2 25.2 66.8

A9 Infrastructure leakage index (ILI) 1.3 1.3 1.2 1.1 1.1

A10 Real losses (L/service connection/d) 94 88 84 75 75

A11 Real losses (kL/km water main/d) 3.7 3.5 3.4 3.2 3.4

A14 Sewer main breaks and chokes (number per 100km sewer main) - 58.2 59.9 46.6 42.3

A15 Property connection sewer main breaks and chokes (per 1000 properties) - 12.7 12.7 9.3 8.6

C1 Population receiving water supply services (000s) 516 522 539 540 545

C2 Connected residential properties – water supply (000s) 207 209 212 214 218

C3 Connected non-residential properties – water supply (000s) 15 16 16 16 15

C4 Total connected properties – water supply (000s) 222 225 228 230 233

C5 Population receiving sewage services (000s) 496 501 520 517 523

C6 Connected residential properties – sewerage (000s) 199 201 204 207 209


NWI Indicator 2008-09 2009-10 2010-11 2011-12 2012-13

C7 Connected non-residential properties – sewerage (000s) 12 12 12 12 12

C8 Total connected properties – sewerage (000s) 211 213 216 219 221

IC9 Total number of water quality complaints 720 775 636 660 684

C9 Water quality complaints (per 1000 properties) 3.2 3.4 2.8 2.9 2.9

IC10 Total number of water service complaints 49 63 60 39 54

C10 Water service complaints (per 1000 properties) 0.22 0.28 0.26 0.17 0.23

IC11 Total number of sewerage service complaints 485 459 483 481 344

C11 Sewerage service complaints (per 1000 properties) 2.30 2.15 2.24 2.20 1.55

IC12 Total number of billing and account complaints – water and sewerage 340 502 508 477 523

C12 Billing and account complaints – water and sewerage (per 1000 properties) 1.53 2.23 2.23 2.07 2.24

IC13 Total number of water and sewerage complaints for the reporting period 1,632 1,848 1,737 1,741 1,643

C13 Total water and sewerage complaints (per 1000 properties) 7.35 8.21 7.62 7.56 7.54

C14 Per cent of calls answered by an operator within 30 seconds (%) 72 70 60 71 79

C15 Average duration of an unplanned interruption – water (minutes) 120.77 118.6 140.7 121.7 142.4

C16 Average sewerage interruption (minutes) - - 141.97 155.9 153.9

IC17 Total number of unplanned interruptions 60,215 57,484 58,918 47,393 54,995

C17 Average frequency of unplanned interruptions – water (per 1000 properties) 271 255 258 206 236

IC18 Total number of customers to which restrictions applied for non-payment of water bill

1,205 1016 908 350 1,192

C18 Number of restrictions applied for non-payment of water bill (per 1000 properties) 5.4 4.5 4.0 1.5 5.1

IC19 Total number of customers to which legal action applied for non-payment of water bill

75 2 20 16 631

C19 Number of legal action applied for non-payment of water bill (per 1000 properties) 0.3 0.0 0.1 0.1 2.7

IE1 Total volume of sewage treated to a primary level - - - - -

E1 Percent of sewage treated to a primary level - - - - -

IE2 Total volume of sewage treated to a secondary level 37,490 32,781 36,916 45,311 37,919


NWI Indicator 2008-09 2009-10 2010-11 2011-12 2012-13

E2 Percent of sewage treated to a secondary level 57.8 59.1 54.4 56.1 55.7

IE3 Total volume of sewage treated to a tertiary level 27,325 22,700 30,952 35,466 30,178

E3 Percent of sewage treated to a tertiary or advanced level 42.2 41.0 45.6 44.0 44.3

E4 Percent of sewage volume treated that was compliant (%) 91.1 95 100 99.4 100.0

E5 Number of sewage treatment plants compliant at all times 12 of 18 17 of 18 7 of 18 12 of 18 15 of 19

E6 Public disclosure of your sewage treatment plants performance Yes Yes Yes Yes Yes

E7 Compliance with environmental regulator – sewerage (yes/no) No No N/A No No

E8 Percent of biosolids reused 88 104 95 86 92

IE9 Net greenhouse gas emissions (net tonnes CO2 equivalents) – water 29,340 32,317 32,020 26,417 26,589

E9 Net greenhouse gas emissions (net tonnes CO2 equivalents) – water (per 1000 properties)

132.2 143.6 140.4 114.7 114.1

IE10 Net greenhouse gas emissions (net tonnes CO2 equivalents) – sewerage 57,603 62,567 65,466 67,871 56,351

E10 Net greenhouse gas emissions (net tonnes CO2 equivalents) – sewerage (per 1000 properties)

273.0 293.7 303.1 309.9 254.5

IE11 Net greenhouse gas emissions (net tonnes CO2 equivalents) – other 4,560 5,886 6,258 6,582 5,904

E11 Net greenhouse gas emissions (net tonnes CO2 equivalents) – other (per 1000 properties)

20.5 26.2 27.5 28.6 25.3

IE12 Total net greenhouse gas emissions (net tonnes CO2 equivalents) 91,502 100,770 103,745 100,870 88,844

E12 Total net greenhouse gas emissions (net tonnes CO2 equivalents) (per 1000 properties)

412.2 447.9 455.0 437.9 381.4

IE13 Total number of sewer overflows reported to the environmental regulator 70 5 4 2 4

E13 Sewer overflows reported to the environmental regulator (per 100km of main) 1.51 0.11 0.08 0.04 0.08

P1 Tariff structure – water Two part tariff. Fixed service

charge + usage charge

Two part tariff. Fixed service








P1.1 Free water allowance (kL) – water 0 0 0 0 0

P1.2 Fixed charge – water 41.46 39.94 18.80 18.84 18.92


NWI Indicator 2008-09 2009-10 2010-11 2011-12 2012-13

P1.3 Usage charge 1st step 1.27 1.57 1.71 1.90 2.08

P1.4 Usage charge 2nd step - - - - -

P1.5 Usage charge 3rd step - - - - -

P1.6 Usage charge 4th step - - - - -






P1.12 Special levies ($) – water - - - - -

P1.13 Income from special levies retained by utility? (Yes/No) – water - - - - -

P2 Annual bill based on 200kL/a – water 295.46 353.94 360.80 398.84 434.92

P2.1 Average annual residential water supplied (kL/property) 179.705 184.0335 174.939 162.296 175.769

P3 Typical residential bill – water 269.68 328.873 317.945 328.296 384.519

P3.1 Number of meter readings per annum – water 3 3 3 3 3

P3.2 Number of bills per annum – water 3 3 3 3 3

P4 Tariff structure – sewerage Two part tariff. Fixed service


Service charge only

Service charge only

Service charge only

Service charge only

P4.1 Fixed charge – sewerage 321.17 462.43 489.36 521.25 555.28

P4.2 Usage charge – sewerage 0.47 - - - -

P4.3 Special levies ($) – sewerage 54.84 33.23 33.86 34.86 35.89

P4.4 Income from special levies retained by utility (Yes/No) – sewerage Yes Yes Yes Yes Yes

P5 Annual bill based on 200kL/a – sewerage 368.17 495.66 523.22 556.11 591.12

P6 Typical residential bill – sewerage 363.4 495.66 523.22 556.11 591.12


NWI Indicator 2008-09 2009-10 2010-11 2011-12 2012-13

P6.1 Number of bills per annum – sewerage 3 3 3 3 3

P7 Annual bill based on 200kL/a (water & sewerage) 663.63 849.6 884.02 954.95 1026.04

P8 Typical residential bill (water & sewerage) 633.08 824.53 841.17 884.41 975.64

F1 Total revenue – water ($000) 90,099 112,479 108,880 112,961 134,290

F2 Total revenue – sewerage ($000) 111,359 121,808 129,974 148,487 157,664

F3 Total income for utility ($000) 201,510 234,792 239,724 261,010 291,953

F4 Residential revenue from usage charges – water (%) 66 64 66 66 95

F5 Revenue per property for water supply services ($/property) 405.85 499.91 477.54 490.39 576.44

F6 Revenue per property for sewerage services ($/property) 527.77 571.87 601.73 678.02 712.01

F7 Income per property for utility ($/property) 907.70 1043.52 1051.42 1133.12 1253.21

F8 Revenue from Community Service Obligations (%) 4.60 4.82 4.94 4.83 4.67

F9 Nominal written down replacement cost of fixed water supply assets ($000s) 1,535,793 1,579,034 1,642,790 1,930,105 2,260,902

F10 Nominal written down replacement cost of fixed sewerage assets ($000s) 2,648,806 2,715,289 3,001,406 3,195,059 3,224,788

IF11 Operating cost – water (000s) 40,949 42,859 43,516 51,780 54,393

F11 Operating cost – water ($/property) 184.46 190.49 190.86 224.79 233.49

F11.1 Operating cost – water ($/ML) – bulk utility 0.58 0.58 0.62 0.82 0.77

IF12 Operating cost – sewerage (000s) 57,277 65,018 69,752 63,120 79.302

F12 Operating cost – sewerage ($/property) 271.45 305.25 322.93 288.22 358.13

F12.1 Operating cost – sewerage ($/ML) – bulk utility 0.82 0.89 0.99 1.00 1.12

F13 Combined operating cost – water and sewerage ($/property) 456 496 514 513 592

F13.1 Combined operating cost – water and sewerage ($/ML) – bulk utility 1.40 1.47 1.61 1.82 1.90

F14 Total water supply capital expenditure ($000s) 68,009 53,567 24,926 34,637 28,880

F15 Total sewerage capital expenditure ($000s) 71,165 106,368 135,155 79,815 58,842

F16 Total capital expenditure for water and sewerage ($000s) 139,174 159,934 160,081 114,452 87,722


NWI Indicator 2008-09 2009-10 2010-11 2011-12 2012-13

F17 Economic real rate of return for water supply (%) 2.5 3.7 3.3 2.2 2.8

F18 Economic real rate of return – sewerage (%) 2 1.8 1.8 1.8 2.1

F19 Economic real rate of return – water and sewerage (%) 2.2 2.5 2.3 2 2.5

F20 Dividend ($000s) 30,400 34,100 16,600 20,820 15,600

F21 Dividend payout ratio (%) 68.7 75.8 69.6 62.8 113.0

F22 Net debt to equity % 32.0% 3861.2% 40.0% 58.8% 75.1%

F23 Interest cover 3 2.36 2 1.69 1.44

F24 Net profit after tax ($000s) 44,253 44,974 24,004 33,153 13,798

F25 Community service obligations ($000s) 9,278 11,328 11,852 12,618 13,636

F26 Capital works grants – water ($000s) - - - 108.5 107.5

F27 Capital works grants – sewerage ($000s) - - - - -

H1 Water quality guidelines ADWG 2004 ADWG 2004 ADWG 2004 ADWG2011 ADWG2011

H2 Number of zones where microbiological compliance was achieved 4 of 5 5 of 5 5 of 5 5 of 5 5 of 5

H3 % of population where microbiological compliance was achieved 100 100 100 100 100

H4 Number of zones where chemical compliance was achieved 5 of 5 5 of 5 5 of 5 5 of 5 5 of 5

H5 Risk-based drinking water management plan externally assessed No No No No No

H6 Risk-based drinking water management plan (Please specify plan in place eg ISO9001, HACCP, ADWG, Aquality assessment)

ADWG ADWG ADWG ADWG ADWG

H7 Public disclosure of drinking water performance (yes/no) Yes Yes Yes Yes Yes


8 Glossary

8.1 Acronyms

Process Description

ADWG Australian Drinking Water Guidelines

EMP Environmental Management Plan

EMS Environmental Management System

ERC Expenditure Review Committee

EWON Energy and Water Ombudsman of NSW

IQMS Integrated Quality Management System

IPART Independent and Regulatory Tribunal

WHS Work Health Safety

WTP Water Treatment Plant

WWTW Wastewater Treatment Works

8.2 Treatment Processes

Process Description

Bioreactor A bioreactor is a device that supports an aerobic or anaerobic biological environment.

Coagulation / Flocculation

During coagulation, liquid aluminium sulfate (alum) and/or polymer is added to untreated water (raw water). When mixed with the water, this causes tiny particles that are naturally present in the source water, when extracted, to stick together or coagulate. The heavier / larger coagulated material called ‘floc’ is easier to remove by settling or filtration.

Disinfection Water is disinfected before it enters the distribution system to ensure that any disease-causing bacteria, viruses, and parasites are destroyed. Chlorine is used because it is a very effective disinfectant, and residual concentrations can be maintained to guard against possible biological contamination in the water


distribution system.

CT values are used to calculate disinfectant dosage for the chlorination of drinking water. The CT value is the product of the concentration of chlorine and the contact time with the water being disinfected. It is expressed in units of min.mg/L.

Filtration Water flows through a filter designed to remove particles in the water. The filters are made of layers of sand and gravel, and in some cases, crushed anthracite. Filtration collects the suspended impurities in water and enhances the effectiveness of disinfection. The filters are routinely cleaned by backwashing.

Microfiltration is a filtration process which removes particles from water by passage through a microporous membrane.

Fluoridation Water fluoridation is the treatment of community water supplies for the purpose of adjusting the concentration of the free fluoride ion to the optimum level sufficient to reduce dental decay. Hunter Water is required to fluoridate in accordance with the NSW Fluoridation of Public Water Supplies Act 1957.

pH Correction

Lime is added to the filtered water to adjust the pH and stabilise the naturally soft water in order to minimise corrosion in the distribution system, and within customers’ plumbing.

Sedimentation As the water and the floc particles progress through the treatment process, they move into sedimentation basins where the water moves slowly, causing the heavy floc particles to settle to the bottom. Floc which collects on the bottom of the basin is called sludge, and is piped to drying lagoons.

8.3 Key Physical, Chemical and Microbiological Parameters

Water Quality Parameter

Description

Turbidity Turbidity refers to the cloudiness or dirtiness of water, and is measured by a light scattering technique. Turbidity is measured in Nephelometric Turbidity Units (NTU).

Aluminium Aluminium occurs naturally in untreated water in the form of silts and clays. Aluminium sulphate (alum) is also used as a flocculant to remove unwanted colour and turbidity from water supplies. Research has shown that aluminium in drinking water does not make up a substantial proportion of aluminium ingested, and that aluminium in drinking water is no more bio-available than any other source

Chlorine Chlorine is used as a disinfectant in water treatment. It controls potentially harmful micro-organisms to ensure the safety of drinking water

Colour Colour is measured in Hazen Units (HU). Colour can originate from organic matter in the soil through, or over, which the water has passed.


Copper Copper is naturally present in both treated water and throughout the distribution system. However, soft water in contact with copper plumbing systems can on occasion give higher concentrations of copper at the customer tap. The incidence of high copper concentrations within Hunter Water’s area of operation is very low, and customer complaints are infrequent.

E. coli Escherichia coli is an indicator bacteria, that is, bacteria which are not normally harmful in themselves, but may indicate the presence of other pathogenic (disease-causing) micro-organisms. E. coli is a type of thermotolerant coliform bacteria, and is nearly always present in the faeces of humans and other warm-blooded animals. E. coli is generally regarded as the most specific indicator of faecal contamination, and therefore an important indicator for public health.

Fluoride In accordance with the Fluoridation of Public Water Supplies Act 1957, fluoride is added to the water to help prevent tooth decay and generally improve dental health.

Iron and Manganese

Iron and manganese may occur naturally at low levels in the water and may be responsible for taste and staining problems with the water.

Lead Lead levels in Hunter Water’s distribution system are typically less than the 0.001 mg/L limit of detection and well below the health guideline of 0.01 mg/L. Lead levels in customer plumbing can occasionally be elevated where water has lengthy residence time in contact with brass plumbing fittings. These contain small quantities of lead, and leaching into the water can occasionally occur. However this is very unlikely to cause continually elevated lead levels. Note that within the area serviced by Hunter Water, there is little or no lead pipework left in the plumbing systems.

pH pH is a measure of the hydrogen ion concentration of water. A pH of 7 is neutral, greater than 7 is alkaline, and less than 7 is acidic. pH is important because it can affect the disinfection process.

Trihalomethanes THMs are formed during the disinfection process by reaction between chlorine and mainly naturally-occurring organic substances. Treatment processes are controlled to minimise their production.

Zinc As with other heavy metals, treated and reticulated water supplied by Hunter Water contains only very low levels of naturally occurring zinc. Some elevated levels in customer plumbing can be caused by old galvanised pipes and some leaching (“dezincification”) from older style brass fittings. Newer plumbing systems do not use galvanised steel, and brass fittings are normally “dezincification resistant”, so levels of zinc at the tap are rarely elevated.


APPENDIX A - Revised Goals and Targets in the 2013-17 Environmental Management Plan

Note: Any changes from the 2008-13 EMP are shown in red

Goal 1 Protection of Drinking Water Catchments

Objectives Actions Targets Date

Address the top water quality risks as identified in the Catchment Improvement Plan

Improve dairy farm runoff - Partner with Department of Primary Industries (DPI) by co-funding a position with DPI that would work with dairy farmers in the Williams River catchment. Develop monitoring framework to confirm the improvements in effluent discharge quality.

Develop farm improvement agreements with 50% of the dairy farms within the Williams River catchment by 2017

December 2017

Improve septic performance - Partner with Dungog and Port Stephens Councils to increase septic inspection in catchments

25% increase in the number of additional inspections and rectifications to failing septics

December 2017

Stabilise river banks on Hunter Water land - Plant riparian vegetation and fence Williams River riverbank at Tillegra

50% of Hunter Water owned riparian zone in Tillegra Valley to be fenced and revegetated by 2017. Water quality improvements to be assessed and publicly reported.

December 2017

Work with stakeholders and engage with the community to deliver improved catchment outcomes

Establish a Catchment Stakeholder Group and regularly meet with all catchment stakeholders

Catchment Stakeholder Group and terms of reference to be established.

December 2013

Leverage partnerships to improve drinking water catchment awareness by supporting community programs that promote water source protection and catchment health. Subject to current review

Inclusion of catchment education outcomes in sponsorship assessment criteria

December 2013

Maintain links with the University of Newcastle and other research providers to increase understanding of drinking water catchments

Inclusion of catchment and water quality outcomes in research collaboration assessment criteria

December 2013

Increase catchment signage to promote community awareness of Hunter Water’s catchments and the need to protect them

Have new signage in place by target date December 2014



Work with Port Stephens Council to investigate ways of reducing water quality impacts from Campvale Drain catchment.

Water quality options assessment to be completed.

December 2017

Minimise risks via effective regulation, monitoring and surveillance Ensure appropriate land use planning in catchments via liaison with

development consent authorities re existing and proposed development applications in catchments

Conduct regular meetings with development consent authorities. Develop standard conditions of approval in consultation with development consent authorities.

Every six months June 2014

Work with Parliamentary Counsel to remake and strengthen the Hunter Water Regulation 2010

Remake the Hunter Water Regulation. June 2015

Write a raw water monitoring plan which maximises the efficiency of water monitoring in catchments

Revised water quality monitoring plan developed.

June 2015

Develop a procedure relating to the use of pesticides on Hunter Water land in drinking water catchments.

Develop procedure by target date June 2014

Hunter Water operational staff to undertake proactive surveillance in catchment areas. Implement a scheduled surveillance program and document results in a corporate database.

Scheduled program in place by target date December 2014

Undertake a catchment assessment that records a baseline catchment condition prior to rolling out the CIP. This will provide an important baseline against which to monitor benefits.

Finalise catchment assessment June 2014

Consult with RAAF and Newcastle Airport in relation to specific water quality risks arsing from the proximity of these facilities to the Grahamstown Dam and Tomago sandbeds catchments.

Conduct regular meetings with RAAF and Newcastle Airport.

Annually


Goal 2 Reliable Supply of Drinking Water with Minimal Environmental Impacts


Comply with the requirements of the water supply work and water use approvals licence.

Operate, monitor and report in accordance with licence requirements

Full compliance with Water Management Licence requirements – to view the licence requirements visit http://www.water.nsw.gov.au/Water-Licensing/Corporate-licences/default.aspx

Over the term of the existing licence package.

Develop an ecological monitoring program to assess the effects of groundwater extraction on the ecology of groundwater dependent ecosystems.

December 2013

Provide for water access and environmental flows in accordance with licence requirements.

March 2014

Maintain long term security and sustainability of water use for our growing number of customers

Assist NSW Metropolitan Water Directorate, government agencies and our community to develop a new water plan for the lower Hunter

Support Metropolitan Water Directorate to deliver Lower Hunter Water Plan to Minister

December 2013

Development of drought contingency measures to ensure our customers never run out of water

Drought management planning is a key focus of the first iteration of the Lower Hunter Water Plan being led by the Metropolitan Water Directorate. The LHWP will identify a preferred portfolio of options to reduce the risk of tunning out of water in an extreme drought.

Support Metropolitan Water Directorate to deliver Lower Hunter Water Plan to Minister

December 2013

Reduce environmental risks associated with water storage and water treatment operations

Undertake condition assessment of Balickera Tunnel. Any remedial actions will need to take into consideration the bat colonies that rely on the tunnel for habitat.

Condition assessment to be completed June 2017

Undertake assessment of the impacts of the Grahamstown WTP sludge lagoons on the surrounding environment.

Environmental Assessment to be completed June 2015

Develop and implement water treatment residuals strategy to ensure the most efficient and sustainable end use for the water treatment by-products.

Strategy to be finalised by target date. December 2013


Goal 3 Conserve Water Supplies by Ensuring Efficient Water Use


Promote and implement water use efficiency programs for customers

Implement water efficiency programs for residential and business customers

Achieve combined water savings of 350 ML per year through water efficiency, water loss reduction and onsite water reuse initiatives.

Over the life of the current price path (2013-14 – 2016-17)

Implement water efficiency and water loss reduction programs within Hunter Water’s operations where economically feasible.

Undertake leak detection, water pressure management and water loss reduction programs

Over the life of the current price path (2013-14 – 2016-17)


Goal 4 Implement Water Recycling Initiatives


Water reuse schemes are to comply with Australian Guidelines for Water Recycling

Ensure new and existing water recycling scheme comply with Australian Guidelines for Water Recycling (2006)

All new and existing schemes to be compliant with the guidelines

December 2015

Implement on-site water reuse schemes at wastewater treatment plants

Develop on-site recycling schemes for Boulder Bay WWTW, Shortland WWTW, and Cessnock WWTW

Commission schemes by target date December 2016

Deliver Lower Hunter Recycled Water Initiative

Complete Kooragang Industrial Water Scheme Commission scheme by target date April 2015

Offset greenhouse gas emissions associated with operating the Lower Hunter Recycled Water Initiative water reuse schemes. Offset projects include installation of Cessnock cogeneration, installation of solar panels on Head Office and tree planting program for carbon sequestration on Hunter Water land.

Complete offset projects by target date December 2013

Continue to identify and evaluate opportunities to implement water recycling

Develop an updated effluent masterplan for wastewater treatment plants that identifies sustainable and affordable opportunities to recycle water

Complete masterplan by target date June 2017


Goal 5 Manage Hunter Water’s Stormwater and Wastewater Infrastructure to Ensure Healthy Waterways, Clean Beaches and Clean Air


Dispose of wastewater in an environmentally sustainable manner.

Operate, monitor and report in accordance with EPA licence requirements

Full compliance with EPA licences For the full term of each approved licence

Reduce environmental and community impact of overflows from the wastewater systems

Review approach to wet weather overflow abatement for each wastewater system in consultation with EPA

Full compliance with EPA licences For the full term of each approved licence

Review approach to dry weather overflows and incident notifications. Pursue opportunities for improvement.

Full compliance with EPA licences

December 2013

Develop program to undertake failure modes affects analysis for all critical pump stations.

December 2013

Develop strategy to assess reliability of SCADA/PLC/telemetry including condition assessment of instrumentation and development of specifications for recoding as applicable

December 2013

Meet EPA Pollution Reduction Program commitments and facilitate growth

Submit Burwood Beach WWTW Stage 3 Upgrade Options Report to EPA.

Full compliance with EPA Pollution Reduction Program commitments

July 2014

Investigate impacts of wastewater disposal on receiving environment at Tanilba Bay WWTW

June 2014

Develop long term sustainable effluent management strategy for Paxton WWTW

December 2013

Undertake sewage pump station overflow frequency reduction investigations within the Lake Maquarie Catchment

June 2015

Upgrade works at Beresfield No.5 Wastewater Pump Station June 2015



Manage stormwater assets to improve environmental outcomes

Development of Stormwater Environmental Improvement Plan Stormwater Environmental Improvement Plan completed

December 2014

Manage trade waste to ensure no adverse impacts on the sewerage system, treatment plants or effluent.

Deliver an improved treatment plant tankering strategy to reduce business and related environmental risk.

Strategy completed by target date December 2016

Maximise sustainable beneficial reuse of biosolids

Revise the Biosolids Strategy Strategy completed by target date December 2014

Undertake audit of biosolids storage facilities Audit to be completed by target date June 2014

Manage odour production from our wastewater treatment plants and systems

Monitor odour complaints received to enable proper assessment of need for odour control actions. Review of contractual documentation for odour control and chemical dosing.

Number of Complaints to remain under 250 complaints (annual average over 5 years).

Over the life of this EMP

Monitor the health of our waterways and beaches.

Continue environmental monitoring of receiving inland and ocean receiving waterways and involvement in the EPA Beachwatch program.

Full compliance with beach water quality specified by EPA under the program


Provide sewerage services to unsewered pockets of residential properties located in urban infill areas.

Where requested, provide information to Councils and residents on Hunter Water’s cost sharing arrangements for the provision of sewerage to residential properties in urban infill areas.

Where all properties in a particular infill area agree to proceed and meet relevant costs. – Note Hunter Water may also consider a lesser majority of 75% providing that either the EPA and/or Council mandate connection of the remaining properties to the sewer network.

In accordance with agreed program with Council and residents.

Deliver sewerage services to unsewered townships.

Proceed to deliver sewerage services where funding is made available by the State Government.

Highest priority townships based on assessment of environmental / health risk, and cost, and as approved by Cabinet.

In accordance with agreed program with State Government.


Goal 6 Minimise the Environmental Impacts of Hunter Water’s Infrastructure Projects


Conservation of natural resources Undertake appropriate environmental assessment for applicable new infrastructure and relevant operational activities.

Full compliance with environmental legislation Full compliance with safeguards nominated in impact assessment process

Ongoing

Framework to be formalised to include environmental risk identification at concept design inception stage and reviewed at various milestones during projects, as part of Asset Creation Framework. Improve linking risk assessment to Greenslip.

July 2014

Revise environmental requirements in general specification for contracts to ensure all key issues are addressed at high level.

July 2014

Develop internal guidelines regarding approvals required for dewatering and aquifer interference under the Water Act /Water Management Act.

July 2014

Conservation of cultural heritage Undertake appropriate indigenous and non-indigenous heritage assessments in accordance with OEH Aboriginal Assessment Guidelines.

Full compliance with environmental legislation

Ongoing

Finalise internal guidelines and provide training in Aboriginal heritage

December 2013

Minimise impacts on community Undertake appropriate consultation and community impact assessment for all new infrastructure and relevant operational activities

Undertake annual customer surveys to gauge satisfaction with Hunter Water.



Goal 7 Promote Efficient Use of Resources and Minimisation of Waste


Comply with all relevant energy and greenhouse gas related regulation

Fulfil reporting requirements relating to the National Greenhouse and Energy Reporting Act.

Full compliance with relevant legislation Ongoing

Undertake investigations to comprehensively understand future liabilities and opportunities under the Clean Energy Future legislation and whether cost effective actions can be taken to reduce greenhouse gas emissions.

Update Hunter Water’s Energy Management and Greenhouse Abatement policy.

August 2013

Pursue financially viable greenhouse abatement projects and renewable energy opportunities

Offset greenhouse gas emissions from the operation of the Lower Hunter Recycled Water Initiative recycled water projects over the next twenty years.

Total offsets required will be approximately 68,000 tonnes over twenty years or an annual average offset of 3400 tonnes.

Review progress in December 2017

Pursue cost effective energy efficiency projects for existing and new infrastructure.

Achieve savings of $200K per year as a result of implementation of energy efficiency projects


Develop energy monitoring and reporting framework

Develop energy management plans for major assets Develop Energy Management Plans for the ten largest energy consuming assets

December 2016

Maintaining a comprehensive energy bill checking and data management system

Call tenders for new system March 2014

Comply with all relevant waste management related legislation

EMS waste management procedure to be drafted with waste training to be provided for all relevant staff. Internal audits of contracts and management to be undertaken

More than 80% of solid waste recycled or reused


Report on waste generation and recycling initiatives in accordance with WRAPP requirements.



Goal 8 Responsibly Manage our Land and Property Assets


Conserve our heritage Maintain register for Hunter Water’s heritage assets and develop conservation management plans for any assets identified as having potential state significance. Incorporate register attributes into ellipse.

Conservation management plans for all state significant heritage assets to be completed.

June 2014

Implement Heritage Asset Management Strategy Apply to have state significant heritage items listed on the State Heritage Register

December 2015

Effective land management Implementation of Land Management Plans for Hunter Water owned rural lands. Lease agreements to be monitored annually.

Compliance with commitments Over the life of this EMP

Continue weed and feral animal control programs for land under Hunter Water’s control

Report annually on land management activities

Annually

Develop a weed management strategy for treatment plant sites Compliance with commitments December 2015

Improve site security at Hunter Water facilities Risk based site security management plans for critical infrastructure in place

July 2016

Develop biodiversity offsetting strategy for Hunter Water that allows for improved conservation outcomes whilst balancing the needs of Hunter Water’s infrastructure delivery program.

Policy in place by target date. July 2016

Contaminated land management to be effectively managed

Develop a Contaminated Site Management Policy Prepare a strategy to prioritise site contamination management

Policy and strategy in place by target date July 2016

Implementation of Lead Management Plan for Chichester Trunk Gravity Main

Full compliance with commitments Over the life of this EMP

Assets and facilities are to be maintained in an manner that is aesthetically acceptable to the

Aesthetics to be factored into asset design Review implementation of Hunter Water’s Aesthetics Policy and application to standards

December 2015



community Undertake landscaping programs in association with upgrades of operational facilities

Landscaping plans for new infrastructure including specified maintenance periods.

Ongoing

Use of spatial tools to improve property and asset management relating to the environment

Develop GIS layer showing Aboriginal heritage sites and areas of sensitivity around operational assets to inform strategies for managing Aboriginal heritage in close proximity to Hunter Water assets.

GIS layer available and information loaded into ellipse

December 2014


Goal 9 Organisational Environmental Resilience and Emergency Preparedness


Build resilience for Hunter Water’s dams and catchments

Revise the Hunter Water Bushfire Management Plan to set out best practice in relation to fire preparedness, emergency response and catchment recovery to address the risk of bushfire.

Revised plan in place by target date

December 2015

Keep watching brief on emerging technologies to respond to major algal blooms.

Report to be done by target date December 2016

Prioritise emergency preparedness within the organisation

Root cause analysis to be undertaken for every serious incident that is reported to the EPA

100% compliance Over the life of this EMP

Collation of all root cause analysis results and incident management corrective actions implemented


Undertake a review of environmental response / reporting process (sampling, cleanup & reporting) including a review of procedure for reporting wet weather overflows

To be completed by target date December 2013

Undertake periodic hazardous goods audits at treatment plants containing these materials.

Audits of all sites containing hazardous chemicals to be completed

December 2016

Contingency plans to aid in the rapid response to environmental incidents for critical wastewater network infrastructure are prepared /updated and implemented.

Plans updated by target date June 2014

Engineering approval process for changes made to control systems governing wastewater pump stations

To be completed by target date August 2013

Identify critical assets and map surrounding environmental constraints to allow contingency plans for access and repair during emergency works.

GIS layer available and information loaded into ellipse.

December 2014

Develop and implement cross business emergency response Relevant staff are trained in emergency Over the life of this



preparedness and training response and preparedness EMP

Implement Hunter Water’s Climate Change Adaptation Plan

Undertake vulnerability mapping of operating assets vulnerable to climate change impact (specifically focusing on sea level rise, flooding, coastal recession and bushfire) A risk assessment of Hunter Water’s critical infrastructure assets are evaluated, mapped and response preparedness plans are in place to minimise environmental hazards associated with climate change.

GIS layer available and information loaded into ellipse.

December 2016

Incorporating climate change adaptation planning into decision making tools and frameworks

Climate change considerations build into asset creation procedures and sustainable decision making tools and frameworks

December 2015

Strategically invest in R&D and staff knowledge management initiatives that will build Hunter Water’s resilience to climate change

Inclusion of climate change adaptation outcomes in research collaboration assessment criteria

December 2013

Sustainable decision making tools All strategies or option selection processes for preparation of a business case that involve potential investment of more than $3m are to consider non-cost factors using the sustainable decision making framework.

100 % compliance Over the life of this EMP


Goal 10 Contribute to Sustainability and Environmental Awareness Within the Community


Develop partnerships with the community

Maintain a sponsorship program which supports relevant community environmental initiatives. (sponsorship program currently under review)

Inclusion of environmental outcomes in sponsorship assessment criteria

December 2013

Seek opportunities to partner with stakeholder organisations and community groups in environmental initiatives.

Annually

Continue to inform the community of the Corporation’s activities and its impact on the environment.

Utilise the Consultative Forum, media, Hunter Water website, Hunter Water’s community newsletter, school curriculum support materials and other information packages.

Increase awareness of Hunter Water sustainable initiatives (measured by the annual customer reputation survey.

Annually

Consult with stakeholders and the community in relation to operational activities and infrastructure projects

Maintain and /or improve improved reputation of Hunter Water as per above.

Ongoing

Assist the community understand the true value of water

Prepare an annual report on Hunter Water’s environmental performance and compliance with relevant requirements.

Environmental Performance and Compliance Report and Key Performance Indicators Report to be posted on the Hunter Water website by September each year. Increased awareness of the water cycle, treatment, water efficiency waste water treatment and other water related matters.

Annually

Promote community education around water efficiency and sustainable urban water management

Ongoing

Fit out education facility at the recycled water plant at Steel River.

December 2014

Work with AWA to develop water education resources for schools to tie in with the National Curriculum. Promote use of the resources in the Lower Hunter once developed.

July 2014


Goal 11 Continue to Improve Environmental Management Practices and Promote an Environmentally Responsible Culture


Achieve and maintain ISO certification of Hunter Water’s Environmental Management System

Implement the Environmental Management System Project Improvement Plan.

Achieve certification by target date September 2014

An environmentally aware and committed workforce

Maintain a environmental training needs analysis and forward training program for staff

All training to be completed in accordance with needs analysis

Ongoing

Develop an online environmental awareness training program that will be completed by all staff and be incorporated into new staff induction process

All staff to complete training module by target date

December 2013

Participate in NSW Government Sustainability Advantage program.

Achieve gold membership status by target date

December 2014

Environmental awareness and proven performance from our contractors

Environmental inductions and preparations of site specific Environmental Management Plans mandatory for all construction works that can affect environment


Audit environmental performance Undertake routine internal and external audits of environmental system to maintain certification.

Maintain certification Ongoing following September 2014

Periodically undertake internal and external compliance audits against environmental requirements

Minimum of 2 internal environmental compliance audits each year

Annually

HUNTER WATER CORPORATION · Hunter Water Corporation (Hunter Water) is committed to delivering high...

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