Hunter Water Corporation Operational Audit 2010/11 - IPART - NSW ...

1 Introduction
Chapter 1 explains the scope of the audit review, and the process followed in
undertaking the audit.
Chapter 2 presents a summary of the audit findings and recommendations.
Chapter 3 summarises the progress by Hunter Water to address and implement
recommendations from previous audits.
Audit scope
This audit covers the period from 1 July 2010 to 30 June 2011. The 2010/11 audit
scope required a review of the following sections of the licence:
Water Quality (section 3) – requirements relating to planning, monitoring,
reporting, incident management and wastewater and water recycling operations.
Infrastructure Performance (section 4) – Hunter Water’s compliance with, and
reporting of, performance standards for water continuity, water pressure and
sewage overflows. Also audited are requirements relating to service quality and
system performance indicators, and asset management.
Customer and Consumer Rights (section 5) – obligations relating to the customer
service indicators.
Compliant and Dispute Handling (section 6) - Hunter Water’s obligations in
establishing and maintaining dispute resolution and complaints handling
processes, as well as its complaints reporting obligations.
Environment – Indicators and Management (section 7) – Hunter Water’s
monitoring and reporting obligations with respect to environmental performance
indicators, environmental management and catchment activities.
Managing Supply and Demand (section 9) – Hunter Water’s water conservation
and demand management strategy.
Liability Issues (section 11) – Hunter Water’s obligations relating to compensation
awarded to persons who suffer damage as a result of Hunter Water exercising its
functions according to the requirement of section 22 of the Act.
For those clauses not included in the audit scope, Hunter Water provided us with a
statement of compliance outlining their compliance with the unaudited obligations.
The statement of compliance was signed by the Acting Managing Director and the
Chairman (Appendix B).
Finally, it should be noted that we have limited the scope of the audit to not re-assess
systematic issues related to quality assurance, including records management, that
were identified in the 2009/10 compliance audit.
6 IPART Hunter Water Corporation Operational Audit 2010/11