Introduction

Gosford City Council's objective for water and sewerage is to support ecologically sustainable development and to meet the community needs through the provision and maintenance of effective services. To provide high quality water supply complying with recognised drinking water standards and to transport and treat sewage for disposal to meet the Council's environmental standards.

Our drinking water is highly regarded by the community and nationally. We are committed to conserving this vital resource, and to protecting and improving our waterways, bays and the marine environment. We recognise our important role in planning for future generations.

The following pages set down who we are, what we do and our commitment to the community's expectations of service from the Water & Sewerage Directorate and its staff through the use of current resources, technology and training.

Objectives

The Water and Sewer Directorate objectives are defined as follows:

• To support ecologically sustainable development and to meet the community needs through the provision and maintenance of effective services.
• To provide high quality water supply complying with recognised drinking water standards and to transport and treat sewage for disposal to meet the Council's environmental standards.

The following themes are incorporated into the Water and Sewer Directorate's Strategic Business Plan. These themes provide the range of views necessary to ensure a balanced approach to the business of the Directorate:

Our Customer

To effectively anticipate and to respond appropriately to customer needs.

Our Environment

To maintain sustainability of the NSW Central Coast environment and to the sustainability of the wider environment.

Our People

To establish and maintain productive and valued staff.

Our Assets

To apply best practice in operating and maintaining our assets.

Our Finances

To maintain the Water & Sewerage Directorate as a competitive and financially responsible and accountable entity.

Our Sustainability

To manage the business to be commercially successful in the longer term.

Our Accountability

To demonstrate accountability to all stakeholders.

Who we are

Gosford City Council's Water & Sewerage Directorate ("the Directorate") is a provider of high quality water complying with recognised drinking water guidelines. This is achieved through the planning and development of water supply schemes and the operation and maintenance and continuous improvement of existing installations.

The Directorate is responsible for the transport, treatment and disposal of sewage by effectively planning and developing works, and operating and maintaining existing installations to provide services fit for customers' purposes in an environmentally sustainable and economic manner.

Gosford City Council in conjunction with Wyong Shire Council jointly own and share responsibility of Water Supply Headworks to the community through a joint committee of the two Council's (Gosford/Wyong Councils' Water Authority) formed by the two Council's in 1977. The Authority is responsible for the operation and maintenance of water supply assets of dams and treatment for improving, conserving and supplying water. For further information on the Gosford /Wyong Councils Water Authority, please visit its website http://www.gwcwater.nsw.gov.au.

What we do

The Directorate is responsible for the continuous monitoring, management, operation and maintenance of both the water supply and waste water management. To achieve this, the Directorate undertakes the following:

Water Supply

• Continuously monitors and manages the available resources and takes responsible actions to ensure a lasting supply of water is available to our community;
• Monitors and maintains the quality of water available to the community;
• Ensures all water assets are maintained and repaired to protect our environment;
• Undertakes upgrades to the water assets to ensure continuous improvement to the water supply service;
• Provides water supply services to the community including beaches, parks and reserves;
• Coordinates and maintains records of properties and assets as required;
• Educates the community on the value of water as a precious resource through festivals and other appropriate activities.

Sewerage Service

• Monitors and maintains the services of sewage treatment and disposal for the community;
• Ensures all treatment works are maintained and repaired to protect our environment;
• Undertakes upgrades to waste water management assets to ensure continuous improvement to the sewage treatment and disposal service;
• Undertakes continuing research for better ways to dispose and/or re-use treated effluent;
• Provides sewerage services to the community, including beaches, parks and reserves;
• Coordinates and maintains records of properties and assets as required;
• Educates the community on the services provided, and how high levels of effluent treatment offer a sustainable sewage management plan.

The Directorate is responsible for water and sewage strategic planning to support environmental and ecological sustainable development in the community.

Our service to you

The Directorate understands the importance of providing a high level of customer service to the community.

The Directorate maintains water supply assets up to and including the water meter. Repairs to plumbing fixtures beyond the water meter are the responsibility of the property owner and must be carried out by a licensed plumber.The Directorate also maintains sewerage assets up to the point of connection within your property.

This point is typically within 1 metre of property boundaries and connected to with an inspection shaft. Repairs to pipes and fixtures beyond this connection point (including the inspection shaft) are the responsibility of the property owner and must be carried out by a licensed drainer.

Continuity of Water Supply and Sewerage Service

The Directorate's water supply and sewerage services are designed to service the community 24 hours a day, 7 days per week.However, there may be times when we need to interrupt, postpone or limit services.Where these instances are planned, the Directorate endeavours to give you reasonable written notice.

Should unplanned service interruptions or emergencies occur, such as burst water mains or sewer discharges, then we aim to respond to your service request within two hours and restore service within the industry standard of 5 hours.If the problem is less urgent in nature, repair work will be undertaken as staff and resources become available, which is usually within 3 working days.

Quality of Water

Gosford City Council assesses the quality of its drinking water using the values in the 2004 Australian Drinking Water Guidelines from the National Health and Medical Research Council, and is currently implementing the associated water quality management framework.

The Directorate endeavours to provide a minimum pressure of 12 metres head of water with a flow rate of 0.15 litres/second at the property boundary to all residential connections under normal operating conditions.

If you do experience any problems with the quality or pressure of the water supplied, we encourage you to contact us on the General Enquiries number below so that we can investigate and advise you promptly of the outcome.

We Need to Know

At times, the community may need to be made aware of issues which could arise in relation to the water supply. Gosford City Council, in conjunction with Wyong Shire Council, acts as the Joint Water Authority and has developed certain management plans to assist in dealing with times of drought, algae blooms, toxicity, or points of general interest. The Directorate will communicate to our customers and the community any issues of importance that require administration of these management plans.

Your rights and responsibilities

To ensure the Directorate delivers the best possible service to you, we need your assistance with:

• Maintaining the taps, pipes, plumbing and drainage on your property;
• Arranging access for our staff to enter your property to carry out repairs and modifications to Council assets if required;
• Providing easy access to the water meter so we can measure water consumption;
• Taking care never to discharge unauthorised substances into the sewers or stormwater drains;
• Taking a responsible approach to the amount of water used on premises; and
• Paying your account when it falls due.

How you can help us

To help us serve you better, the Directorate asks that you:

• Notify us as quickly as possible of any faults or problems you have noticed so that we can correct the problem;
• Call Council first, rather than a plumber, if unsure of who is responsible for repairs; and
• Contact us should you have any complaints, to ensure we are constantly improving our service delivery.

Gosford City Council's Water & Sewerage Directorate encourages feedback from our customers. It is important to us that you are satisfied with the services provided. Requests for service, complaints and suggestions are welcome and will be dealt with accordingly, which entitles a customer to have the following expectations:

• A prompt response to your request or complaint;
• Confidentiality of personal details;
• Information on the progress on your request or complaint;
• A thorough and objective investigation of the complaint; and
• Resolution of problems under Council's control to your expectations.

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