{
  "source": {
    "url": "https://www.gww.com.au/about/corporate-information/our-strategies-plans-reports/customer-outcomes-performance-reports",
    "title": "GWW customer outcomes performance 2025–26",
    "publisher": "Greater Western Water",
    "period": "2025-26",
    "periodStart": "2025-07-01",
    "periodEnd": "2026-06-30",
    "retrievedAt": "2026-09-11T07:43:56.124933Z",
    "sha256": "730f6a9c47ad841eeff15af4fcd78645bece9e1f0be6d7ca361174aa951981ab",
    "assessmentDate": "2026-07-25",
    "limitations": [
      "Annual provider reporting; not an operational incident feed or asset-condition inspection.",
      "Customer Forum traffic-light ratings incorporate judgement and differ from a strict numerical target test.",
      "Contacted-customer surveys are selected samples; the report gives no sample sizes or uncertainty intervals.",
      "Billing problems can influence satisfaction independently of network reliability.",
      "GWW's explanations about complex events and environmental causes require incident-level validation.",
      "This 2025–26 series is kept separate from the existing BOM/ESC 2024–25 series; no cross-source trend or rate has been inferred.",
      "The source page may be revised. This dataset records a fixed, hashed HTML snapshot; source content has not been republished in full."
    ]
  },
  "measures": [
    {
      "id": "1b",
      "title": "Water-quality satisfaction",
      "value": 76,
      "unit": "%",
      "target": {
        "operator": ">=",
        "value": 85,
        "display": "≥85%",
        "operatorExplicit": true
      },
      "reportedStatus": "Not met",
      "numericTargetMet": false,
      "definition": "Share of surveyed contacted customers satisfied with water quality.",
      "sourceLocator": {
        "section": "Results by outcome",
        "outcome": 1,
        "measure": "1b",
        "tableRowLabelPrefix": "1b)",
        "archivedHtmlLine": 1196
      },
      "qualification": "Monthly survey of customers who interacted with GWW; satisfaction means a score of at least 7 out of 10. This selected group is not the entire customer population. The report does not publish sample sizes or confidence intervals. The source specifies contact within the past 12 months. GWW identifies billing delays and inaccuracies as a likely influence on satisfaction; this is not evidence that network faults caused the result.",
      "network": "water"
    },
    {
      "id": "1c",
      "title": "Customers with repeated unplanned water outages",
      "value": 98,
      "unit": "customers",
      "target": {
        "operator": "<",
        "value": 270,
        "display": "<270",
        "operatorExplicit": true
      },
      "reportedStatus": "Met",
      "numericTargetMet": true,
      "definition": "Customers experiencing more than four unplanned water-supply interruptions during the year.",
      "sourceLocator": {
        "section": "Results by outcome",
        "outcome": 1,
        "measure": "1c",
        "tableRowLabelPrefix": "1c)",
        "archivedHtmlLine": 1202
      },
      "qualification": "A count of affected customers, not an interruption count or a rate; changing customer numbers can affect comparisons.",
      "network": "water"
    },
    {
      "id": "1d",
      "title": "Residential sewer service interruptions",
      "value": 4096,
      "unit": "interruptions",
      "target": {
        "operator": "<",
        "value": 3100,
        "display": "<3,100",
        "operatorExplicit": true
      },
      "reportedStatus": "Not met",
      "numericTargetMet": false,
      "definition": "Residential sewer service interruptions, including blockages but excluding faults in customer-owned pipes.",
      "sourceLocator": {
        "section": "Results by outcome",
        "outcome": 1,
        "measure": "1d",
        "tableRowLabelPrefix": "1d)",
        "archivedHtmlLine": 1208
      },
      "qualification": "Not a count of unique customers or a failure rate per network length. GWW reports that a few complex cases affected the result; source-level incident details are unavailable.",
      "network": "sewer"
    },
    {
      "id": "2a",
      "title": "Priority-one burst and leak repair time",
      "value": 560,
      "unit": "minutes",
      "target": {
        "operator": "<",
        "value": 465,
        "display": "<465 mins",
        "operatorExplicit": true
      },
      "reportedStatus": "Not met",
      "numericTargetMet": false,
      "definition": "Mean time to repair priority-one main or trunk bursts or leaks until supply, service and infrastructure risks are removed.",
      "sourceLocator": {
        "section": "Results by outcome",
        "outcome": 2,
        "measure": "2a",
        "tableRowLabelPrefix": "2a)",
        "archivedHtmlLine": 1292
      },
      "qualification": "GWW attributes elevated averages to a small number of complex repairs involving access, safety, infrastructure and coordination constraints. It says routine response medians were within target but does not publish those medians here. Incident records are needed to test that explanation. Repair time is not the same measure as BOM's average customer interruption duration.",
      "network": "water"
    },
    {
      "id": "2b",
      "title": "Sewer blockage and spill repair time",
      "value": 129,
      "unit": "minutes",
      "target": {
        "operator": "<",
        "value": 117,
        "display": "<117 mins",
        "operatorExplicit": true
      },
      "reportedStatus": "Not met",
      "numericTargetMet": false,
      "definition": "Mean time from notification to resolving reported sewer blockages or spills until infrastructure or service risks are removed.",
      "sourceLocator": {
        "section": "Results by outcome",
        "outcome": 2,
        "measure": "2b",
        "tableRowLabelPrefix": "2b)",
        "archivedHtmlLine": 1298
      },
      "qualification": "GWW attributes elevated averages to a small number of complex repairs involving access, safety, infrastructure and coordination constraints. It says routine response medians were within target but does not publish those medians here. Incident records are needed to test that explanation. This is a repair-time mean, not the percentage of spills contained within five hours.",
      "network": "sewer"
    },
    {
      "id": "2c",
      "title": "Water supply restored within five hours",
      "value": 90,
      "unit": "%",
      "target": {
        "operator": ">",
        "value": 95,
        "display": ">95%",
        "operatorExplicit": true
      },
      "reportedStatus": "Largely met",
      "numericTargetMet": false,
      "definition": "Share of unplanned water-supply interruptions restored within five hours.",
      "sourceLocator": {
        "section": "Results by outcome",
        "outcome": 2,
        "measure": "2c",
        "tableRowLabelPrefix": "2c)",
        "archivedHtmlLine": 1304
      },
      "qualification": "The numerical target was missed; the published traffic-light assessment was 'Largely met'. GWW says complex repairs contributed to the result. This rounded measure is not directly comparable with another source's series until their definitions are reconciled.",
      "network": "water"
    },
    {
      "id": "2d",
      "title": "Overall contacted-customer satisfaction",
      "value": 42,
      "unit": "%",
      "target": {
        "operator": ">",
        "value": 80,
        "display": ">80%",
        "operatorExplicit": true
      },
      "reportedStatus": "Not met",
      "numericTargetMet": false,
      "definition": "Share of surveyed contacted customers satisfied overall with GWW.",
      "sourceLocator": {
        "section": "Results by outcome",
        "outcome": 2,
        "measure": "2d",
        "tableRowLabelPrefix": "2d)",
        "archivedHtmlLine": 1310
      },
      "qualification": "Monthly survey of customers who interacted with GWW; satisfaction means a score of at least 7 out of 10. This selected group is not the entire customer population. The report does not publish sample sizes or confidence intervals. The source specifies contact within the past 12 months. GWW identifies billing delays and inaccuracies as a likely influence on satisfaction; this is not evidence that network faults caused the result.",
      "network": "customer"
    },
    {
      "id": "3b",
      "title": "Value-for-money satisfaction",
      "value": 36,
      "unit": "%",
      "target": {
        "operator": ">",
        "value": 60,
        "display": ">60%",
        "operatorExplicit": true
      },
      "reportedStatus": "Not met",
      "numericTargetMet": false,
      "definition": "Share of surveyed contacted customers satisfied that GWW prices represent value for money.",
      "sourceLocator": {
        "section": "Results by outcome",
        "outcome": 3,
        "measure": "3b",
        "tableRowLabelPrefix": "3b)",
        "archivedHtmlLine": 1400
      },
      "qualification": "Monthly survey of customers who interacted with GWW; satisfaction means a score of at least 7 out of 10. This selected group is not the entire customer population. The report does not publish sample sizes or confidence intervals. GWW identifies billing delays and inaccuracies as a likely influence on satisfaction; this is not evidence that network faults caused the result. Delayed bills and longer billing periods are identified as possible contributors.",
      "network": "customer"
    },
    {
      "id": "4a",
      "title": "Business customer satisfaction",
      "value": 27,
      "unit": "%",
      "target": {
        "operator": null,
        "value": 65,
        "display": "65%",
        "operatorExplicit": false
      },
      "reportedStatus": "Not met",
      "numericTargetMet": null,
      "definition": "Share of surveyed business customers satisfied with responses to enquiries and complaints.",
      "sourceLocator": {
        "section": "Results by outcome",
        "outcome": 4,
        "measure": "4a",
        "tableRowLabelPrefix": "4a)",
        "archivedHtmlLine": 1491
      },
      "qualification": "Monthly survey of customers who interacted with GWW; satisfaction means a score of at least 7 out of 10. This selected group is not the entire customer population. The report does not publish sample sizes or confidence intervals. GWW identifies billing delays and inaccuracies as a likely influence on satisfaction; this is not evidence that network faults caused the result. The source states a 65% target without an inequality; no numerical target operator has been inferred.",
      "network": "customer"
    },
    {
      "id": "5b",
      "title": "EPA-notifiable sewer spills",
      "value": 50,
      "unit": "spills",
      "target": {
        "operator": "<",
        "value": 13,
        "display": "<13",
        "operatorExplicit": true
      },
      "reportedStatus": "Not met",
      "numericTargetMet": false,
      "definition": "Number of sewer spills requiring notification to the environmental regulator.",
      "sourceLocator": {
        "section": "Results by outcome",
        "outcome": 5,
        "measure": "5b",
        "tableRowLabelPrefix": "5b)",
        "archivedHtmlLine": 1609
      },
      "qualification": "A reportable-event count, not all spills or a failure rate. GWW cites dry conditions, tree roots and fats, debris and wipes in its explanation; this page alone cannot establish event-level causes or locations.",
      "network": "sewer"
    }
  ],
  "validation": {
    "measureCount": 10,
    "checks": [
      "All results, target text and traffic-light statuses match the archived table cells.",
      "Every explicit comparison operator is preserved; the unstated operator for 4a remains null.",
      "The 2c numerical failure and published 'Largely met' judgement are both retained.",
      "Reporting period is verified in both the heading and explanatory paragraph."
    ]
  }
}