Planned shutdowns form an integral part of our business and with that Sunwater recognises that the following are important service issues for you:
- That you will be notified about a shutdown so that you can plan ahead;
- The timing of the shutdown should suit most customers;
- The duration of the shutdown should minimise the impact on customers, while enabling Sunwater to perform maintenance on the scheme.
A Planned shutdown occurs when a customer’s supply is interrupted or restricted due to the performance of work that is planned in advance.
The timing of all planned shutdowns will be set following consultation with the Irrigator Advisory Committee (for a shutdown affecting a large part of the scheme) or customer groups or individuals (for shutdowns effecting small areas). Sunwater will complete all planned shutdowns within the period notified to customers (unless later varied by agreement with the group originally consulted with), unless something occurs that is beyond Sunwater’s control, such as adverse weather conditions.
Planned shutdowns – Notice
- For shutdowns planned to exceed 2 weeks, at least 8 weeks written notice by letter will be provided to each customer affected by the annual shutdown
- For shutdowns planned to exceed 3 days, at least 2 weeks written notice by letter, fax, telephone, or verbal advice will be provided to each customer affected by the shutdown.
- For shutdowns planned to be less than 3 days, at least 5 days notice will be provided at least verbally to each customer affected.
Each notice will state the start date, and anticipated shutdown duration. Sunwater will provide notice in advance of the planned shutdowns to its Facebook page in the regions affected and, where necessary, in local news publications.
Unplanned shutdowns have been included as a target and Sunwater recognises that the information provided to you about an interruption and the period of time taken to resume supply are important to you.
An Unplanned shutdown is an unforeseen or not planned mechanical or operational failure of Sunwater’s water delivery infrastructure that stops or restricts the supply of water to a customer for more than 2 hours (including emergency repairs). It does not include events that are beyond Sunwater’s control (eg. power failure or storm) and does not include interruptions to supply caused by errors in estimating water demand and releases, or people taking water without authorisation.
Unplanned shutdowns will be fixed so that at least partial supply can be resumed to those customers requiring water within 48 hours of Sunwater being notified of the event.
Some events may interrupt supply greater than the above standard and are excluded from these targets. Sunwater will publish in the local newspaper and SMS Messages, these events from time to time.
Unplanned shutdown – Notice
Sunwater will notify all affected customers requiring water verbally or by telephone, radio announcement. SMS Messages or fax of the likely duration of the interruption to supply within 24 hours of learning of the event, or by the end of the first business day following the event, whichever is the earlier.
Unplanned shutdown – Meter Repairs
Faults causing restrictions to supply will be repaired within one working day of Sunwater being notified.
Frequency of Interruptions to Supply
No customer will experience more than six planned or unplanned interruptions per water year (as defined above).
For more information on shutdowns please view your individual relevant water supply scheme page.