aqwest water quality report 2015

Water Quality Report 2015

CONTENTSStatement of Compliance for the year ended 30 June 2015 ��1

OVERVIEWChief Executive Officer’s Report ��2Australian Drinking Water Guidelines ��5

DRINKING WATER QUALITY MANAGEMENT FRAMEWORKStakeholders ��7

COMMITMENT TO DRINKING WATER QUALITY Drinking Water Quality Policy ��9Aqwest Water Quality Resourcing �� 10Employee Awareness and Training �� 12

AQWEST WATER SYSTEMCommunity �� 14Water Source �� 15Aqwest Water Treatment Plants �� 16Distribution Network �� 18

KEY WATER QUALITY PARAMETERSKey Water Quality Parameters �� 20

WATER SYSTEMS ANALYSIS AND MANAGEMENTMulti-barrier Approach �� 22Incident Response �� 23Monitoring and Testing �� 24

WATER QUALITY RESULTS 2014-2015Assessable Results 2015 �� 26

CUSTOMER FEEDBACK 2014-2015Customer Focus �� 28Customer Complaints �� 31

FORWARD PLANNINGKey Corporate Forward Planning Objectives �� 32

WATER QUALITY REPORTS 2014-2015Water Quality Reports 2014-2015 �� 35

Statement of Compliance for the year ended 30 June 2015

On behalf of the Bunbury Water Corporation and in accordance with Section 11.3 of the Memorandum of Understanding with the Department of Health, and in accordance with its Operating Licence issued by the Economic Regulation Authority (ERA), we have pleasure in submitting the 2014-2015 Annual Water Quality Report.

This report documents compliance during the period 1 July 2014 to 30 June 2015, with all obligations of the Memorandum of Understanding for Drinking Water between the Department of Health and Aqwest-Bunbury Water Corporation.

Responsible Officer for Licensee

Mr Gary HallsworthManager Water Services Bunbury Water CorporationPO Box 400BUNBURY WA 6231

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• Taking advantage of improvements in technology

• Drawing on the combined expertise of a range of stakeholders to facilitate the Water Quality Committee

This report is compiled not only as a measure of compliance with the Aqwest – Department of Health Memorandum of Understanding for Drinking Water, but for customers, as a way of letting them know about the utility’s ongoing commitment to supplying the highest quality and most affordable drinking water possible.

Aqwest acknowledges the Department of Health as

Chief Executive Officer’s ReportAqwest is the trading name of the Bunbury Water Corporation, which commenced supplying drinking water to Bunbury and surrounding areas in 1906�

Providing sustainable high quality water services is obviously fundamental to Aqwest. The Board has a highly experienced Water Quality Committee and appreciates the external expertise brought to this forum by the Department of Health WA, Hunter Water Australia and the City of Bunbury.

A Memorandum of Understanding on water quality is in place between Aqwest and the Department of Health.

The Aqwest Board identified water quality as one of its five key performance indicators with a target to achieve 100 per cent microbiological compliance in seven out of seven water quality zones.

This target was achieved again in 2014-2015 and for every year over the past decade or more.

Aqwest is committed to providing sustainable, high quality drinking water that consistently meets or exceeds consumer expectations, the Australian Drinking Water Guidelines and regulatory requirements.

Exceeding the Australian Drinking Water Guidelines is achieved by:

• Maintaining access to good quality source water

• Continuing investment in treatment plants and operational activities

OVERVIEW

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OVERVIEW

the regulator of drinking water quality in Western Australia.

I would like to thank the Board and our staff for their tireless and vigilant approach to water quality, which is reflected in the results of this year’s Aqwest Annual Water Quality Report.

Brad Bevis Chief Executive Officer Aqwest

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OVERVIEW

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Australian Drinking Water Guidelines

The Australian Drinking Water Guidelines (ADWG) provide the water industry’s best practice on how to manage water quality. This includes a management framework and a number of target levels (health and aesthetic) for water quality parameters.

The ADWG are produced by the National Health and Medical Research Council (NHMRC) and are available from the NHMRC website (http://www.nhmrc.gov.au/ guidelines/publications/eh52).

One of the major aspects of the ADWG is the risk management approach from source to tap, ensuring there are control and monitoring points within the process chain to achieve water quality.

Aqwest follows the ADWG to meet the management framework and undertakes risk assessments on the water system. The Department of Health WA has been involved in these processes and is a major stakeholder in assessing water quality.

OVERVIEW

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http://www.nhmrc.gov.au

DRINKING WATER QUALITY MANAGEMENT FRAMEWORK

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Stakeholders

DRINKING WATER QUALITY MANAGEMENT FRAMEWORK

The Department of Health has designed and established a Memorandum of Understanding (MOU) with Aqwest, to foster a strong co-operative relationship to manage drinking water quality and protect public health.

This MOU is publically available from the Aqwest website at: www.aqwest.com.au/Downloads/RegulationsCodes.aspx.

The MOU incorporates the 2004 Australian Drinking Water Guidelines Framework approach and is designed to integrate all facets of the drinking water quality management and assurance system. The MOU is structured to reflect the 12 guiding elements of the Framework for Drinking Water Quality contained within the Australian Drinking Water Guidelines 2004.

The MOU covers items such as the agreed monitoring program, management practices and procedures, approved chemicals and material to be used within the drinking water system, data management and reporting mechanisms and the type of incident and emergency responses required.

Aqwest provides Department of Health with quarterly MOU reports, which outlines performance against the agreed requirements as specified in the MOU.

Aqwest recognises and supports the ongoing

work of the Advisory Committee for the Purity of Water. More information on this committee can be found at: www.public.health.wa.gov.au/3/1585/2/committees_and_advisory_bodies.pm.

The Economic Regulation Authority (ERA) provides the licence for Aqwest to operate and licences for other water authorities. The licence sets minimum service and performance standards. Aqwest provides the ERA with quarterly Licence Reports, which outline the performance against the set minimum service standards.

The Department of Water is responsible for protecting and managing the State’s water resources, including managing the licensing system for water source allocation. Aqwest provides raw water information and data to the Department of Water to ensure the long-term sustainability of water supply for the Bunbury region.

Aqwest has a number of key stakeholders including:• The WA Department of Health• The WA Department of Water• The WA Economic Regulation

Authority

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http://www.aqwest.com.au

http://www.public.health.wa.gov.au/3/1585/2/committees_and_advisory_bodies.pm

http://www.public.health.wa.gov.au/3/1585/2/committees_and_advisory_bodies.pm

COMMITMENT TO DRINKING WATER QUALITY

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Drinking Water Quality Policy

AQWEST will provide drinking water that consistently meets consumer expectations and is in

accordance with Australian Drinking Water Guidelines and relevant regulatory requirements.

AQWEST will:

Secure access to quality water resources

Adopt a multi-barrier approach to best

practice water quality management

Keep abreast of emerging water

treatment technology

Continue investment in water production,

treatment and distribution infrastructure

for the future

Draw on the combined water quality

expertise of a range of stakeholders by

maintaining a Water Quality Committee

Maintain a Memorandum of

Understanding on water quality with the

Department of Health WA as required by

AQWEST’S Operating Licence.

Regularly monitor drinking water quality

Ensure relevant staf training is provided

Provide timely and relevant information

on water quality

Promote confidence in the water supply

and its management

Maintain appropriate contingency

planning and incident response capability

Welcome consumer feedback on water

quality, and promptly address any concerns

identied.

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Aqwest is committed to providing sustainable, high quality drinking water that consistently meets or exceeds consumer expectations, the Australian Drinking Water Guidelines and regulatory requirements.

Key Corporate Water Quality ObjectivesThe Aqwest Annual Report 2015 identifies Water Quality as one of its key result areas.

Key Result Area: Water QualityCommitment: High Quality

No Target ResultWQ1 Number of zones where

microbiological compliance was achieved

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Drinking Water Quality Policy

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Manager Water Services

Coordinator WaterTreatment

Water TreatmentPlant Operator


Water Quality Supervisor

AQWESTWater Quality Resourcing

Trainee WaterTreatment Plant

Water Treatment Operations

EngineeringServices

GHD

HydrogeologicalConsultancy

ServicesRockwater

ProcessEngineering

Water TreatmentHunter Water

Australia

HydraulicNetwork Analysis

MWH

Key Consultancies

City of BunburyHealth

Health DepartmentWA

PathWestLaboratory

Water Quality Compliance andRegulation

Water TreatmentPlant Operator SGS Laboratory


Aqwest has a dedicated team to operate and maintain its comprehensive water systems. Water quality is the major focus within the organisation and as a result, Aqwest has formed strong relationships with regulatory and compliance bodies and a number of external consultancies that provide technical assistance as required.

Aqwest is a member of the inter-departmental Advisory Committee for the Purity of Water.

Aqwest Water Quality Resourcing

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Manager Water Services

Coordinator WaterTreatment



Water Quality Supervisor

AQWESTWater Quality Resourcing

Trainee WaterTreatment Plant

Water Treatment Operations

EngineeringServices

GHD

HydrogeologicalConsultancy

ServicesRockwater

ProcessEngineering

Water TreatmentHunter Water

Australia

HydraulicNetwork Analysis

MWH

Key Consultancies

City of BunburyHealth

Health DepartmentWA

PathWestLaboratory

Water Quality Compliance andRegulation

Water TreatmentPlant Operator SGS Laboratory


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All employees are encouraged to increase their knowledge and skills and take part in professional development training.

Aqwest has a Memorandum of Understanding in place with the Water Corporation, which delivers training in accordance with the National Water Industry Training Package.

This arrangement has been highly successful with all Water Service and Water Treatment Plant Operators now holding Certificate III in Water Industry Operations.

Aqwest has a full time Safety Training and Compliance Officer who ensures the focus in this area is maintained.

Aqwest recognises that it has a responsibility to employ trainees as its contribution to developing people and communities.

Joshua Pickering started his Water Services Traineeship in January 2015 and will complete a Certificate II and III in Water Industry Operations over the next two years.

Staff attendance at relevant training courses and conferences is also encouraged including national forums convened by the Australian Water Association - OzWater, VicWater - Annual Conference and the Water Industry Engineers and Operators Victoria Annual Conference.


Employee Awareness and Training

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AQWEST WATER SYSTEM

MAIDEN BOOSTER PUMP

TECH RESERVOIR/TREATMENT PLANT & BOOSTER PUMP

SKEWES TREATMENT PLANT

GLEN IRIS BOOSTER PUMP &PROPOSED TREATMENT PLANT

WATER QUALITY CENTRE

MAIDMENT EMERGENCY BULK WATER CONNECTION

South Western H

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DALYELLUP

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Koombana Drive

Sandridge Road

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Westwood Street

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Forrest Highway

Picton RoadPICTON

GLEN IRIS

EATON

Blair Street

Robertson Drive

Koombana Bay

SPENCER TREATMENT PLANT

MARLSTON BOOSTER PUMP

ROBERTSON TREATMENT PLANT

MANGLES RESERVOIR

STANBURY BOOSTER PUMP

HASTIE RESERVOIR/TREATMENT PLANT & BOOSTER PUMP

SHEARWATER BOOSTER PUMP

SCOTT BOOSTER PUMP

ROBERTS RESERVOIR

IRWIN TREATMENT PLANT

STOCKLEY BOOSTER PUMP

AQWEST“YOUR LOCAL WATER SUPPLIER”

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WAROONA

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EXISTING LOW LEVEL WATER MAINSEXISTING HIGH LEVEL WATER MAINS

AQWESTOPERATINGLICENCE AREA

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Aqwest services areas from Koombana Bay to Dalyellup and out to Picton East, which is approximately 17,000 properties.

This includes:

• Bunbury

• Carey Park

• College Grove

• Dalyellup East

• Davenport

• East Bunbury

• Glen Iris

• Picton

• Picton East

• South Bunbury

• Usher

• Withers.

The service area is illustrated in the adjacent operating licence area plan.

Community

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AQWEST WATER SYSTEM

Aqwest sources water from the Yarragadee Aquifer, within the Perth Basin.

There are three broad levels of groundwater flow systems within the southern Perth Basin. They are the superficial aquifer, Leederville Aquifer and Yarragadee Aquifer. The Lesueur Sandstone upon the Vasse Shelf is treated as a separate aquifer system, which is connected with the Yarragadee Aquifer.

The Bunbury Basalt is considered an almost total barrier to groundwater flow, with the Yarragadee Aquifer recharged directly by rainfall where the Bunbury Basalt outcrops.

Aqwest has an extraction licence issued by the Department of Water to extract water from the Yarragadee Aquifer and has 12 production bores. The table below is an outline of the amount of water Aqwest has produced over the past five years.

The Department of Water has created a Source Protection Plan for the Bunbury Water Reserve, which includes eight bores:

• Hastie 1 and 2

• Irwin 1 and 2

• Spencer 1 and 2

• Tech 1 and 5.

Water Source

This Plan provides a risk assessment of current land use and actions to secure and protect sources for the future. Hydrogeological consultants Rockwater is engaged to review the Source Protection Plan along with current groundwater results and extraction, to ensure future operational strategies are sustainable.

6.6

6.7

6.8

6.9

6.5

2011 2012 2013 20142009 20152010

GL

ANNUAL PRODUCTION (GL)

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6.2

6.1

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1 gigalitre (GL) is 1 thousand million (1,000,000,000) litres or 1000 megalitres; 1 megalitre would fill a swimming pool 50 metres long, 20 metres wide, and one metre deep. 1000 of these swimming pools would equal 1 gigalitre.

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AQWEST WATER SYSTEM

Aqwest has six treatment plants, which are designed to treat water from the Yarragadee Aquifer and focus on removing iron and manganese.

• Hastie WTP

• Tech WTP

• Irwin WTP

• Robertson WTP

•Spencer WTP

• Skewes WTP

The treatment plants have a number of key treatment steps, which aim to treat the raw water from the Yarragadee Aquifer to produce safe and high quality water. As part of the water treatment process, a number of physical and chemical treatment steps are carried out. At each of these steps, Aqwest complies with the requirements for chemicals in contact with or added to drinking water as required by the Department of Health WA.

Aqwest’s water treatment steps are described in more detail on the next page.

Aqwest Water Treatment Plants

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AQWEST WATER SYSTEM

PRODUCTION BORES Bores are drilled through the Bunbury basalt layer to the Yarragadee Aquifer

AERATION Water is sprayed to aerate and oxidise out iron (turning it from soluble to particulate iron) and helps to increase the pH levels

OXIDATION After aeration, chlorine is added to the water, which oxidises any remaining iron and manganese so it can be filtered out

FILTRATION Filtration is used to capture the solid particles of iron and manganese. This reduces the turbidity and colour in the water

DISINFECTION The amount of chlorine added in the oxidation phase is enough to maintain the disinfection levels required to preserve microbiological safety

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AQWEST WATER SYSTEM

Aqwest‘s distribution network delivers water from the treatment plants to the Bunbury community. The distribution system has the following major components:

Distribution Network

Estimated population (2011 Census) 34,620

Total number of connections 16950

Total length of mains 391 km

Area covered 100 km2

Number of reservoirs 4

Number of booster stations 9

Number of reticulation/distribution Water Quality Zones 7

Chlorine Residual target 0.2 – 0.6 mg/L

Mains and Valve Replacement ProgramWater mains and valve replacement continues to be a strategic asset replacement priority. Expenditure on these programs is directly commensurate with risk reduction and improved sustainability within the distribution network.

Aqwest continues to achieve renewal rates for water mains and valves that accords with the business‘ long-term capability strategies.

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AQWEST WATER SYSTEM

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KEY WATER QUALITY PARAMETERS

The water that Aqwest sources from the Yarragadee Aquifer has a number of unique characteristics. The source water is higher in iron and manganese and also has low pH levels. The groundwater can also have high levels of Total Dissolved Solids (which is typical of groundwater supplies).

Key Water Quality Parameters

IRON Iron in water does not present a health hazard, but it may cause taste, staining and accumulation problems.A high concentration of iron (> 0.3 mg/L) in treated water gives water an undesirable rust brown appearance, causing reddish-brown staining of laundry, porcelain, dishes, utensils and glassware.

The ADWG recommend that based on aesthetic considerations, the concentration of iron should not exceed 0.3 mg/L.

MANGANESE Manganese acts in a similar way to iron and can cause brownish-black stains, as well as taste and accumulation problems.Manganese is not considered a health concern unless the concentration exceeds 0.5 mg/L.

The ADWG recommend that based on aesthetic considerations, the levels of manganese should not exceed 0.1 mg/L.

COLOUR AND TURBIDITY

Turbidity is a measurement of the light scattering property of water. Turbidity is caused by the presence of fine suspended matter such as clay, silt, colloidal particles and the degree of scattering is dependent on the type, amount and composition of the suspended matter. Turbidity of 5 NTU would appear slightly muddy or milky in a glass. Crystal clear water usually has a turbidity of less than 1 NTU. Colour is measured in Hazen Units (HU). As a guide, tea has a colour of about 2500 HU, and a colour of 15 HU can be noticed in a glass of water. In bore water (such as in Bunbury) red rusty coloured water is often caused by the oxidation of iron and dark blackish water is often due to manganese.

The ADWG recommend that turbidity should not exceed 5 NTU for aesthetic considerations, however, if disinfection is required then a turbidity of less than 1 NTU is desirable at the point of disinfection.

The ADWG value for colour is based on the colour that is noticeable in a glass. This is generally accepted as 15 HU.

While the Bunbury Basalt protects the Yarragadee Aquifer, there is a risk of microbiological contamination after the water is taken from the Aquifer and within the reticulation system. Because the water is warm, there is a risk of Amoeba, such as Thermophilic Naegleria. As a result, chlorine is

used to disinfect the water and to provide ongoing disinfection protection within the reticulation system.

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KEY WATER QUALITY PARAMETERS

pH pH is the measure of the hydrogen ion concentration of water. pH is not measured in any units.Very high and low pH values in the water can cause skin and eye irritations and corrosion issues within water assets.

The suggested aesthetic pH target from the ADWG is 6.5 to 8.5.

TOTAL DISSOLVED SOLIDS

Freshwater Saline

Increasing TDS

Natural Minerals

Total Dissolved Solids (TDS) consist of inorganic salts such as sodium, potassium, calcium, magnesium, chloride, sulphate, bicarbonate, carbonate, silica, organic matter, fluoride, manganese, nitrate and phosphate. Groundwater often has higher levels of TDS and hardness due to dissolved minerals compared to surface waters.

Treated water quality containing TDS levels of below 500 mg/L is classified as good.

MICROBIOLOGICAL PATHOGENS AND DISINFECTION

The most common and widespread health risk associated with drinking water is contamination by microorganisms. Organisms associated with the gut of humans and mammals cause the usual waterborne diseases (from faecal contamination). Tests are undertaken for Escherichia coli (E.Coli) to indicate faecal contamination.As Bunbury water is consistently above 24oC, there is also a risk of the amoeba Naegleria fowleri and therefore, tests are undertaken for this. Naegleria fowleri is an environmental pathogen, which naturally lives in warm water, if the organism is in the water and the water passes up the nose, such as from diving into water, it can travel to the brain causing Primary Amoebic Meningoencephalitis (PAM). PAM is a rare but fatal condition where the organism attacks brain matter.To ensure microbiological safety, Aqwest uses chlorine to disinfect water. Chlorine is monitored weekly to ensure water within the reticulation system maintains disinfection protection. As an additional measure, a Heterotrophic Plate Count (HPC) is also undertaken, which is an indicative test of the level of microbiological growth in the reticulation system. This is an indicator test only and does not have health related targets; however, Aqwest responds to any level of HPC with remedial action within the reticulation system.

The ADWG state that thermotolerant coliforms/E.Coli should not be present in a minimum 100mL sample. A presence suggests a potentially serious fault in the integrity of the water supply system.The Department of Health WA has notification protocols in place regarding Naegleria.Chlorine levels have health and aesthetic targets. The health target is that chlorine should be less than 5mg/L, and for aesthetic consideration. Aqwest aims for chlorine residual at the customer’s tap to be no more than 0.6 mg/L.

RADIOLOGICAL HEALTH

There are natural levels of radiation within the environment, and groundwater sources such as the Yarragadee Aquifer can have higher background levels than that of surface water systems. Radiological levels are not highly variable over time and as a result, testing is undertaken periodically. Initial testing is undertaken for gross alpha and gross beta radioactivity, following which Radium-226 and Radium-228 can be determined.

ADWG 2004 recommends levels should not exceed 0.5 Bq/L.

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WATER SYSTEMS ANALYSIS AND MANAGEMENT

One of the major aspects of the Australian Drinking Water Guidelines (ADWG) is the risk management approach from source to tap, ensuring there are control and monitoring points within the process chain to achieve water quality.

The Guidelines state that a multi-barrier approach is the most effective for safe, high quality drinking water.

Aqwest has undertaken a hazard analysis and critical control point analysis to ensure there are a number of effective controls and barriers within the treatment process. It has been identified that there are four major barriers to ensure water quality:

Multi-barrier ApproachProtected Groundwater – The Yarragadee Aquifer is considered a confined aquifer due to the Bunbury Basalt layer. This provides the water source with a level of protection from contamination.

Treatment – Aqwest treatment plants are monitored with online instrumentation and operational checks to ensure water quality.

Disinfection Residual – Adding chlorine provides disinfection residual within the reticulation system. Chlorine levels are monitored weekly to ensure the barrier is being maintained after water leaves the treatment plants.

MAIDEN BOOSTER PUMP

TECH RESERVOIR/TREATMENT PLANT & BOOSTER PUMP

SKEWES TREATMENT PLANT

GLEN IRIS BOOSTER PUMP &PROPOSED TREATMENT PLANT

WATER QUALITY CENTRE

MAIDMENT EMERGENCY BULK WATER CONNECTION

South Western H

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DALYELLUP

COLLEGEGROVE

Spen

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Koombana Drive

Sandridge Road

South Western

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Min

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Westwood Street

Oce

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Forrest Highway

Picton RoadPICTON

GLEN IRIS

EATON

Blair Street

Robertson Drive

Koombana Bay

SPENCER TREATMENT PLANT

MARLSTON BOOSTER PUMP

ROBERTSON TREATMENT PLANT

MANGLES RESERVOIR

STANBURY BOOSTER PUMP

HASTIE RESERVOIR/TREATMENT PLANT & BOOSTER PUMP

SHEARWATER BOOSTER PUMP

SCOTT BOOSTER PUMP

ROBERTS RESERVOIR

IRWIN TREATMENT PLANT

STOCKLEY BOOSTER PUMP

AQWEST“YOUR LOCAL WATER SUPPLIER”

AQWESTINFRASTRUCTURE

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WAROONA

DARDANUP

PEPPERMINTGROVE BEACH

AUSTRALIND

EXISTING LOW LEVEL WATER MAINSEXISTING HIGH LEVEL WATER MAINS

AQWESTOPERATINGLICENCE AREA

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Reticulation System – The Aqwest team ensures the reticulation system is well maintained to preserve the integrity of the delivery system.

Aqwest operates and maintains these multiple barriers, ensuring they are robust and that high quality water is delivered to the Bunbury community.

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The identification, evaluation, assessment and treatment of risks are the prime functions of Aqwest’s risk management program. This program has been developed using the Risk Management and Business Continuity Management Guidelines set by the RiskCover Division of the Insurance Commission of Western Australia and ISO31000-2009.

Aqwest maintains a comprehensive Risk Management System and a Business Continuity Plan that are both regularly reviewed by RiskCover and are internally reviewed and tested at regular intervals.

In the event of a water quality incident, staff activate the Water Quality Incident Plan, which is a comprehensive guide to handling water quality events and links to the binding protocols of the Aqwest – Department of Health MOU.

Under Section 9.6 of the MOU, Aqwest is required to test the Water Quality Incident Response Plan annually.

In the 2014-2015 reporting period, the test was undertaken in November 2014 at the Water Quality Centre. The scenario test included the loss of a significant asset, a spike in a water quality parameter at a water treatment plant and the media response

Incident response

to both incidents. Both the testing of the facilities and the response plan were considered to be successful.

As part of continuous improvement, Aqwest uses

the lessons learned from the exercise to refine the incident response plans.

No Department of Health notifiable incidents occurred in the 2014-2015 reporting period.

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Aqwest has a comprehensive monitoring program, which was developed in conjunction with the Department of Health. The results of this program have been summarised with a more detailed report provided in the later section of this report.

The results have been broken into four key groups:

• Microbiological and Disinfection Health – Includes Escherichia coli and Thermophilic Naegleria results, as well as chlorine levels and the levels of disinfection by-products, Trihalomethanes (THMs).

• Chemical Health – Includes a large range of parameters with a health-related guideline value in ADWG 2004, which have also been grouped into inorganic and organic.

• Radiological Health – Testing is periodic and maintains 100 per cent compliance.

• Aesthetic Results – Are non-health-related water quality parameters, which Aqwest aims to achieve. There are a number of characteristics that are related to water chemistry which are termed physical or chemical characteristics and have ADWG aesthetic targets.

Monitoring and Testing

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WATER QUALITY RESULTS 2014-2015

Microbiologicial and Disinfection Health ResultsAqwest collected 60 samples from water treatment plants (treated) and 576 from the reticulation system during the reporting period and 100 per cent of these results were compliant with no detections of either Escherichia coli or Thermophilic Naegleria. A further 1,148 samples were taken for chlorine levels in the reticulation system and these tests were all within the ADWG health target for chlorine.

As Aqwest sources water from the Yarragadee Aquifer, it has naturally low levels of organics and as a result has a low risk of forming disinfection by-products (THMs). Because of this low risk, testing for THMs occurs on an annual basis. Testing showed 100 per cent compliance with the ADWG.

Chemical Health ResultsThere are a large number of chemical parameters

Assessable Results 2015that have health-related guideline values in the Australian Drinking Water Guidelines 2004 (ADWG). These include 14 criteria tested in the treated water infrastructure (clear water tanks) following the treatment plants and 10 parameters tested in the reticulation system.

The detailed report provided in the following section gives more information on the individual parameters and the frequency of testing. Aqwest achieved 100 per cent compliance with all the health-related requirements set out in ADWG 2004 for chemical parameters.

Radiological Health ResultsGroundwater radiological testing is carried out in accordance with parameters and frequencies based on the ADWG 2004 and in consultation with the Department of Health WA.

In October 2013, tests were undertaken for Gross Alpha, Gross Beta, Radium-226 and Radium-228

and results from these samples were 100 per cent compliant. Radiological testing is undertaken every two years.

The next set of samples will be taken in the 2015-2016 financial year.

Aesthetic ResultsThere are also a large number of parameters with aesthetic guideline values in ADWG 2004. These include eight parameters tested in the treated water infrastructure (clear water tanks) following the treatment plants and 18 parameters tested in the reticulation system. The detailed report provided in the following section gives more information on the individual parameters and the frequency of testing.

These guideline values for aesthetic parameters are not health-related targets. They are targets that we aim to achieve to provide a high level of water quality, beyond just meeting the primary safety targets.

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WATER QUALITY RESULTS 2014-2015

100%100% 100% 100% 100% 97.8% 99.7% 99.6%

100%

Naegleria IronChemicalChlorine Health

Physical (pH)Escherichia coli

Disinfection (Chlorine)

2014-15 RETICULATION HEALTH COMPLIANCE 2014-15 RETICULATION AESTHETIC TARGET MET

80% 80%

60% 60%

40% 40%

20% 20%

0% 0%

AESTHETIC RETICULATION Parameter Unit ADWG No. of Samples No not meeting Aesthetic target % meeting ADWG Aesthetic Target

Physical (pH) 6.5 - 8.5 684 15 97�8%

Disinfection (Chlorine) mg/L 0 - 0.6 1148 3 99�7%

Iron mg/L 0 - 0.3 261 1 99�6%

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CUSTOMER FEEDBACK 2014-2015

The following documents are available free of charge to customers upon request, or can be downloaded from the Aqwest website: www.aqwest.com.au.

• Customer Service Charter• Annual Report• Information on Headworks contributions• Information sheet regarding disputes• Strategic Development Plan• Water Conservation Campaign documents• By-laws• MOU with the Department of Health.

Overall satisfactionAqwest delivers services with a clear customer focus and a major objective to achieve a minimum of 85 per cent approval rating.

Customer FocusIn the 2014-2015 Customer Satisfaction Survey, an overall satisfaction rating of 87.3 per cent was achieved. The 2015 Survey provided valuable feedback on Aqwest’s performance. While the majority of issues have been previously identified in prior surveys, the onus remains with Aqwest to continually improve.

QualityOverall, 80.1 per cent of respondents agreed that Aqwest supplies water of an acceptable quality including 39.3 per cent who agreed strongly and 40.8 per cent who agreed.

Out of the 11.9 per cent of respondents who disagreed, 31.3 per cent said it was because of bad taste/smelling water, 25 per cent nominated dirty water and 27.1 per cent said there was a chlorine taste to the water.

DrinkabilityOverall, 91.5 per cent of respondents thought the water supplied by Aqwest was safe, 4.2 per cent disagreed, 3.5 per cent were neutral and 0.7 per cent didn’t know. The main concerns of those who disagreed were the bad taste and smell of the water (23.5 per cent) and the chemicals in the water (47.1 per cent).

The water produced and supplied by Aqwest meets all Department of Health requirements. Smell and taste is a very individual aesthetic quality and some individuals can be more sensitive than others, however, customers can be assured that the water supplied is of a high standards and is safe to drink.

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http://www.aqwest.com.au


50% 50%

4.31WEIGHTED AVERAGE WEIGHTED AVERAGE 4.06 4.11 3.92 3.88 3.96 3.85 3.94 3.97

49.0% 80.1% 86.2% 84.7% 80.9% 88.0% 85.1% 84.4% 80.4%

37.3%

28.4%

43.8%

42.5%

16.7%

6%

38.3%

7.7%7.5%

11.9%7.7%

10.7%

8.8%

6.3%3.6% 4.1%

11.2%

8.4%14.4%

2.2%4.0% 4.9%

4.0%

9.1% 5.7%10.6% 9.3%

4.17 3.85

201520152015(n=402)

2014(n=407)

2013(n=404)

2012(n=409)

2011(n=401)

2010(n=416)

2009(n=435)

2008(n=440)2015

OVERALL SATISFACTION WITH SERVICE PROVIDERS – 2015 WATER QUALITY: AQWEST SUPPLIES WATER OF AN ACCEPTABLE QUALITY

AQWEST ELECTRICITY PROVIDER

TELECOMMUNICATIONSPROVIDER

40% 40%

100% 100%

30% 30%

90% 90%

20% 20%

80% 80%

10% 10%

70% 70%

0% 0%

60% 60%

VERY SATISFIED SATISFIED NEUTRAL DISSATISFIED VERY DISSATISFIED DONT KNOW AGREE NEUTRAL DISAGREE DONT KNOW

SOURCE: AEC SOURCE: AEC

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KEY PERFORMANCE INDICATORS (%) RESPONSE

2015 2014 2013 2012 2011 2010 2009 2008

Overall satisfaction with Aqwest 87�3% 91�6% 88�9% 97�0% 91�3% 92�9% 94�4% 93�5%

Overall satisfaction with tap water services 80�3% 84�3% 86�2% 82�4% 83�5% 77�6% 87�4% 81�1%

Customer contact (Satisfaction with response) 82�0% 89�0% 81�3% 90�9% 89�7% 85�5% 90�8% 88�9%

No (unexpected) interruptions to water service 86�6% 89�2% 85�4% 87�3% 87�9% 88�2% 88�2% 87�0%

Water safe to drink 91�5% 88�9% 90�8% 91�4% 92�7% 87�0% 88�9% 83�1%

Acceptable water quality 80�1% 86�2% 84�7% 80�9% 88�0% 85�1% 84�4% 80�4%

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Aqwest is committed to resolving complaints fairly, efficiently and in a courteous and effective manner. Feedback is valued and is assessed as part of a continuous improvement process to enhance products and customer service.

Under Aqwest’s Water Services Operating Licence, customer complaints must be received, recorded, and where possible, resolved within 15 business days. Customers are kept fully informed on the progress of their complaint until a solution is found.

The Water Services Code of Conduct 2013 requires Aqwest’s Complaints Management Procedure to conform to Australian Standard Customer Satisfaction - Guidelines for Complaints Handling in Organisations AS ISO 10002-2006.

Staff are trained to handle customer complaints and where necessary, liaise with officers who are authorised to settle complaints.

Customers are entitled to have their complaint investigated and resolved by the Energy and Water Ombudsman.

The following performance indicators were set by Aqwest for complaints in 2014/15 (per 1000 properties, per year):

Customer Complaints

The performance indicators are monitored at monthly Board meetings.

Complaint statistics for 1 July 2014 to 30 June 2015 are:

Target Result

Water quality <10 0�12

Water pressure or flow <4 0�2

Billing or accounts <2 0�9

Number of Complaints

Water Quality 2

Water Pressure or Flow 4

Billing or Accounts 16

Other 5

Total 27

Resolution of Complaints

Resolved by routine business practices

25

Unresolved 2

Total 27

Written Complaints

Total number of written complaints 15

Number of written complaints resolved in 15 days.

15

Number of written complaints resolved in more than 15 days.

0

Number of complaints outstanding at 30 June 2015

2

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FORWARD PLANNING

Key Corporate Forward Planning ObjectivesAqwest’s Strategic Development Plan (SDP) sets out the purpose, vision, values and guiding principles of the organisation.

Aqwest‘s commitments to water quality are detailed within the plan as follows:

• Maintaining access to good quality source water

• Continuing investment in treatment plants and operational activities

• Taking advantage of improvements in technology, and

• Drawing on the combined expertise of a range of stakeholders to facilitate its Water Quality Committee.

Water qualityOne of the main capital works projects was the refurbishment of the filters at the Robertson Treatment Plant to improve water quality and increase the life of the plant.

Tech Reservoir refurbishmentThe second stage of the Tech Reservoir refurbishment project was completed which included joint repair and proving the grouting of the foundations. Under the five stage project, the high density polyethylene liner will be removed and the concrete joints reconstructed.

The Tech Reservoir holds 76 million litres of water, which is more than three days supply for Bunbury and is Aqwest‘s largest potable water storage facility.

Mains and valve replacementAqwest continued its ongoing maintenance program to replace water mains and valves, which are prioritised and completed on a rolling program to meet the long term capability strategies.

Security reviewAqwest developed a Strategic Security Management plan following a review of security at all sites. Each facility was given a security criticality rating and will be upgraded as part of a staged project in 2015/16.

Water meter replacementA strategy was developed to replace meters with smart water meters, which are computerised and can read water usage and detect leaks from a central location. The meters will be trialled and then installed in stages from 2015/16.

Glen Iris Water Treatment Plant DevelopmentA future water treatment and storage facility has been identified at Glen Iris as part of Aqwest‘s future planning to secure sustainable, high quality water for the Bunbury community.

Moving to the east ensures the water source will not be affected by community development or seawater intrusion. The Glen Iris location was chosen based on hydrogeological surveys and preliminary testing has indicated that the raw water quality is excellent.

Work on the concept design for the water treatment plant was completed during the 2012- 2013 financial year, but due to funding limitations, the project has not progressed to detailed design and construction phase.

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FORWARD PLANNING

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WATER QUALITY REPORTS 2014-2015

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Calculation AssumptionsThe following is an explanation of the calculations presented in this report:

1 Datasets presented and used for analysis in the report are from the Aqwest monitoring program which have been classed as assessable.

2 Treated water are results from samples taken from the Water Treatment Plant delivery line or the Water Treatment Plant clear water tanks or reservoirs.

3 Reticulation are results from samples taken from the Aqwest reticulation system from official sample points.

4 Results are presented to two decimal places in this report. Rounding has been undertaken to two decimal places, with values less than 5 rounded down and values equal or greater than 5 rounded up.

Water Quality Reports 2014-2015Units and AbbreviationsThe following is an explanation of the units and abbreviations presented in this report:

Test/Parameter Abbreviations

Comp Compliance

No Number

% Percent

Max Maximum Value

THMs Trihalomethanes

TDS Total Dissolved Solids

Units

mg/L Milligrams per Litre

µg/L Micrograms per Litre

CFU/100 mL Colony Forming Units per 100 millilitres

org/250 mL Organisms per 250 millilitres

HU Hazen Units

NTU Nephelometic Turbidity Units

Bq/L Becquerel per Litre

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DRINKING WATER QUALITY REPORT - AESTHETIC FROM 1/07/2014 TO 30/06/2015

CHARACTERISTIC Units ADWG (Aesthetic Target) Max No not meeting

Aesthetic target No of Samples % meeting Aesthetic target

RETICULATION

Physical

pH - 6.5 - 8.5 6.2-8.2 15 684 97�8

TDS mg/L 0 - 500 360 0 27 100

True Colour HU 0-15 <1 0 108 100

Turbidity NTU 0 - 5 1�7 0 108 100

Disinfection

Chlorine mg/L 0 - 0.6 0�64 3 1,148 99�7

Organic

Toluene µg/L 0 - 25 <0�5 0 19 100

Xylene µg/L 0 - 20 <1 0 19 100

Inorganic

Aluminium mg/L 0 - 0.2 <0�02 0 123 100

Ammonia (as NH3) mg/L 0 - 0.5 <0�005 0 108 100

Copper mg/L 0 - 1 0�11 0 228 100

Hydrogen Sulphide mg/L 0 - 0.05 <0�05 0 108 100

Iron mg/L 0 - 0.3 0�68 1 261 99�6

Manganese mg/L 0 - 0.1 0�02 0 261 100

Zinc mg/L 0 - 3 0�08 0 228 100


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CHARACTERISTIC Units ADWG (Aesthetic Target) Max No not meeting

Aesthetic target No of Samples % meeting Aesthetic target

TREATED WATER

Physical

Hardness mg/L 0 - 200 150 0 21 100

pH - 6.5 - 8.5 6.3 - 7.7 1 60 98�3

TDS mg/L 0 - 500 632 2 21 90�5

Disinfection

Chlorine mg/L 0 - 0.6 0�70 1 60 98�3

Inorganic

Aluminium mg/L 0 - 0.2 <0�02 0 57 100

Chloride mg/L 0 - 250 290 2 21 90�5

Iron mg/L 0 - 0.3 0�19 0 69 100

Manganese mg/L 0 - 0.1 0�05 0 69 100

Sodium mg/L 0 - 180 92 0 21 100

Sulphate mg/L 0 - 250 24 0 21 100

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DRINKING WATER QUALITY REPORT - HEALTH FROM 1/07/2014 TO 30/06/2015

CHARACTERISTIC Units ADWG (Health) Max No. of Non Comp Health No of Samples % Comp Health

RETICULATION

Disinfection

Chlorine mg/L 0 - 5 0�64 0 1148 100

Organic

Toluene µg/L 0 - 800 <0�5 0 19 100

Xylene µg/L 0 - 600 <1 0 19 100

Inorganic

Antimony µg/L 0 - 3 <2 0 75 100

Cadmium µg/L 0 - 2 <0�2 0 75 100

Chromium mg/L 0 - 0.05 <0�002 0 36 100

Copper mg/L 0 - 2 0�110 0 228 100

Cyanide mg/L 0 - 0.08 <0�005 0 9 100

Lead µg/L 0 - 10 <2 0 228 100

Manganese mg/L 0 - 0.5 0�020 0 261 100

Nickel µg/L 0 - 20 15 0 75 100

Nitrate-Nitrogen mg/L 0 - 50 0�048 0 108 100

Nitrite mg/L 0 - 3 0�39 0 108 100

Microbiological

Escherichia coli CFU/100mL 0-1 <1 0 576 100

Naegleria Fowleri /250ml 0-1 ND (non detected) 0 576 100


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CHARACTERISTIC Units ADWG (Health) Max No. of Non Comp Health No of Samples % Comp Health

TREATED WATER

Physical

Carbon Tetrachloride µg/L 0 - 3 <0�5 0 21 100

Disinfection

Chlorine mg/L 0 - 5 0�70 0 60 100

Organic

Acrylamide µg/L 0 - 0.2 <0�2 0 21 100

Epichlorohydrin µg/L 0 - 0.5 <10 0 6 100

Tetrachloroethene µg/L 0 - 50 <0�5 0 4 100

Trichloroethylene µg/L no guideline <0�5 0 4 100

Inorganic

Fluoride mg/L 0 - 1.5 0�40 0 21 100

Manganese mg/L 0 - 0.5 0�05 0 69 100

Sulphate mg/L 0 - 500 41 0 21 100

BIENNIAL TESTS

Raw Water

Radiological Health Results

Radium-226 24/10/13 Bq/L 0�5 0�15 0 12 100

Radium-228 24/10/13 Bq/L 0�5 0�16 0 12 100

Gross Alpha 24/10/13 Bq/L 0�5 0�28 0 12 100

Gross Beta 24/10/13 Bq/L 0�5 0�21 0 12 100

Reticulation

Disinfection Byproducts

Total Trihalomethanes 22/10/13 µg/L 250 130 0 19 100

Total Trihalomethanes 13/10/14 µg/L 250 11 0 25 100

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OUR PURPOSE: To provide competition in the totality of water services to be managed locally and to provide value to the owner and the customer. OUR VISION: To be an independent water utility providing diversity and competition in the Western Australian water industry.

5 MacKinnon Way, Bunbury WA 6230

P: (08) 9780 9500 I F: (08) 9780 9509E: [email protected]

www.aqwest.com.au

mailto:[email protected]

aqwest water quality report 2015

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