Open consultations

Maintenance access passage review

 

We are always looking for ways to improve the way we work and deliver value to the community. We are currently reviewing our side access requirements for blocks that contain Icon Water sewerage infrastructure in their backyards.

We are seeking feedback from stakeholders and our customers on this proposed change as well as our assessment of information considered. Find out more here. 

 

Information Session on Icon Water’s water supply and sewerage standards


On 2 July 2018, Icon Water published its new Design and Construction Standards online at iconwater.com.au/standards. These standards depict design and construction requirements, which must be complied with when developers provide new assets to Icon Water such as water mains, sewer mains, pump stations, reservoirs and more.


In particular, Icon Water standards are based on:

 

WSA 02 Gravity Sewerage Code of Australia

WSA 03 Water Supply Code of Australia

Other WSAA publications

 

We want to hear from you!


To make sure that the next amendment of the Icon Water standards (due in January 2019) takes into account all issues experienced by users, we held an information and feedback session on Friday 14 December at the Master Builders Association of the ACT. The event was attended by designers, developers, constructors and various government agencies. A copy of the presentation can be downloaded below:

Icon Water Standards – Information and Feedback Presentation – 14 December 2018

You are invited to provide additional feedback on Icon Water Standards up until Friday 8 February 2019. In particular, we are looking for areas which can be improved or any suggestions you have for additional “-D” standard drawings. We will use this feedback to amend our Standards when they are re-issued with updates in March 2019.

 

More information

For further information please contact talkingiconwater@iconwater.com.au  or call 02 6248 3111.   
 

 

Below is a list of surveys we have already completed. If you would still like to have your say on any of these topics, please email us.

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  • Tariff structure

    The tariffs charged by Icon Water for water and sewerage services include fixed supply charges and additional charges that vary depending on how much water you use. These tariffs are regulated by the Independent Competition and Regulatory Commission (ICRC).

    The most recent review period closed in October 2016 and Icon Water asked our customers to provide their views on the structure of the tariffs for water, including issues such as:

    • whether tariffs should vary between different customer types
    • whether the usage price should change when specified usage levels are reached
    • the balance between fixed charges and usage prices.

    We also asked our Community Consultative Forum to give their input on two aspects: principles (we think ICRC should consider when determining the tariff structure) and potential characteristics of a tariff structure, to help shape our tariff proposal

  • Balancing price and service levels: Sewage overflows

    As part of our focus on providing the best water services at the optimal price to the Canberra community, we asked our customers to provide their views on how much we should spend on reducing the risk of sewage overflows.
  • Balancing price and service levels: Water supply interruptions

    As part of our focus on providing the best water services at the optimal price to the Canberra community, we are asking our customers to provide their views on how much we should spend on reducing the risk of water supply interruptions.

  • Satisfaction survey

    In June 2018, we talked to 501 water consumers across the Australian Capital Territory about how they regarded our service, products and brand. This customer base was comprised of 301 residents, 150 standard businesses and 50 high volume businesses;

    The key objectives of the research were to:

    Gauge awareness of Icon Water as a brand post the 2015 brand relaunch
    Understand the general satisfaction with water and sewerage services, both residential and business;
    Identify the ease of doing business with Icon Water
    Ascertain if customers believe we are a valued partner in the community
    The water quality delivered by Icon Water

    The findings showed that most customers were aware that we had changed our name to Icon Water:

    97% of residential customers were aware of the name change; 
    95% of standard business customers were aware of the name change;
    98% of high volume business customers were aware of the name change.

    Satisfaction was also high

    93% residential customers are satisfied with Icon Water’s service;
    88% of standard business customers are satisfied with Icon Water’s service;
    90% of high volume business customers are satisfied with Icon Water’s service.

    Ease of doing business is an area of opportunity

    81% of residential customers felt we were easy to do business with.
    78% of standard business customers felt we were easy to do business with.
    82% of high volume business customers felt we were easy to do business with.

    Being a valued Partner in the Community resonates with high volume consumers

    76% of residential customers considered Icon Water a valued partner in the community
    84% of standard business customers considered Icon Water a valued partner in the community
    92% of high volume business customers considered Icon Water a valued partner in the community

    Water quality satisfaction

    94% of residential customers rate the quality of ACT Tap water as good or very good;
    89% of standard business customers rate the quality of ACT tap water as good or very good.
    95% of high volume business customers rate the quality of ACT tap water as good or very good.