Under the Water Supply (Safety and Reliability) Act 2008, service providers are required to ensure the continuity of the services they supply to customers. 

This involves developing and adopting a customer service standard that documents:

• The level of service to be provided to customers;

• Processes for customer interaction with the service provider; and

• Any other matter stated in the guidelines, if any, issued by the regulator for preparing customer service standards.

The Customer Service Standard contains targets for service delivery and indicators of the service providers performance in relation to these targets.

Council has established performance indicators for the sewerage supply schemes in Chinchilla, Dalby, Jandowae, Miles, Tara and Wandoan, which it is registered as a service provider.

  Download Customer Service Standards

The Customer Service Standard addresses the following performance indicator:

Effective Transportation of Sewerage Waste Effluent

Council aims to provide and maintain an adequate main and collector sewer network. In the operation of this network, Council aims to have less than 10 total sewage overflows for every 100 km of main every year. For every 1,000 connections, Council aims to limit the number of sewage overflows to customer property to less than 10 in a year. It is a Council's goal to operate and maintain an economical system for the safe treatment and disposal of domestic and trade waste effluent to full biological nutrient removal license standard. Our goal in the operation of this system is to receive less than 10 odour complaints per year for every 1,000 connections. If you report a sewerage incident to Council, we aim to have made contact with, or commenced work for, the relevant customer within one hour of receiving the report.

Service Connections

If you wish to apply for a sewerage service connection, you will need to submit an application form to Council.  Service connections will only be approved if:

• A reticulation main is available to your property; and
• The reticulation main is capable of delivering the service at the minimum standard.

Installation of a new service connection will usually take place within 10 working days after receiving your application and the fee for the service.

For further information regarding service connections, please contact one of the Customer Service Centres.