Water Services Customer Service Standard Review

Townsville City Council is currently reviewing the Customer Service Standard for Water Services.

Under Division 3 of the Water Supply, Safety and Reliability Act, Townsville City Council, as a water service provider, is required to prepare a proposed customer service standard for its registered water and wastewater services. This was last done in 2019. As part of the agreement, the service standard must be reviewed every five years, meaning the next review is due in 2025.

The standard outlines Council’s commitment to providing reliable, high-quality water and wastewater services to both commercial and residential customers within the declared service area.

The proposed changes in the draft of the Customer Service Standard for Water aim to improve the plan's relevancy, efficiency and communicate its message clearly and concisely for better understanding. As part of this review, Council is seeking feedback from the community, which can be used to help update the Customer Service Standard for Water.

The proposed draft seeks your input on the following areas:

• Notice periods for planned service interruptions
• Response times to water and sewage incidents
• Supply pressure and flow
• Communication of changes and interruptions to service.

How can you get involved?

Council is inviting your input on the proposed draft. This is your opportunity to share your views through a formal submission before the draft is finalised.

The proposed draft is available for download in the Documents section on the left-hand side of this page.

For more information on the proposed changes to the Customer Service Standard for Water, please contact Townsville Council Water Services at 13 48 10 or via email at tccwaterops@townsville.qld.gov.au.

How do you make a submission?

• To ensure your submission is properly considered, it must:
• Be signed by each person (the submission-makers) who made the submission
• Be received between Monday 14 April and Monday 12 May 2025
• Include the name and residential or business address of all submission-makers
• State the grounds, facts, and circumstances supporting your feedback
• Provide a postal or electronic address for service regarding the submission
• Be submitted via the 'Have Your Say' platform, via email at tccwaterops@townsville.qld.gov.au or sent to Townsville City Council, 103 Walker Street, Townsville, QLD 4810.

How long is the public consultation period?

The public consultation period runs from Monday 14 April to 5pm on Monday 12 May 2025. If you wish to comment or make suggestions about the proposed draft, please ensure your formal submission is made within this timeframe.