Annual Report 2011 - Watercare
Annual Report 2011 - Watercare
Annual Report 2011 - Watercare
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<strong>Watercare</strong> Services Limited<br />
<strong>2011</strong> ANNUAL REPORT<br />
Serving the people of Auckland<br />
<strong>Watercare</strong> is proud to deliver outstanding and<br />
affordable water services to 1.3 million Aucklanders.<br />
Each day, we collect, treat and supply around 350 million litres of drinking water<br />
from dams, bores, springs and four river sources. Our water infrastructure includes<br />
treatment plants, reservoirs, pump stations and 8,825 kilometres of water pipes.<br />
<strong>Watercare</strong> collects, treats and disposes of wastewater at 20 treatment plants<br />
and operates 7,693km of sewers. The company also works with 1,740 business<br />
customers on the transfer, treatment and disposal of trade waste.<br />
We have been operating water and wastewater infrastructure in the Auckland region<br />
since our establishment in 1991, initially as a wholesaler supplying services to local<br />
network operators that served the public.<br />
From 1 November 2010, following legislative change, <strong>Watercare</strong> became responsible<br />
for retail water and wastewater services as well.<br />
We now have 611 permanent staff – including dedicated customer service teams<br />
at our East Tamaki customer centre – and operate assets valued at $7.8 billion.<br />
This year our total revenue was $373 million.<br />
The company does not operate to make a profit and it is prohibited by statute from<br />
paying a dividend to its shareholder, Auckland Council. Instead, the benefits are<br />
returned directly to Aucklanders as we aim to deliver outstanding and affordable<br />
water services in line with our company vision.<br />
From 1 July <strong>2011</strong>, <strong>Watercare</strong> was able to reduce the price of water to $1.30<br />
(including GST) per 1,000 litres, a region-wide price cut. This is due to the<br />
efficiencies generated by having a single water company.<br />
In Auckland today, seven litres of tap water costs less than 1 cent.<br />
From 1 July 2012, the retail price of wastewater services will also be standardised<br />
across the region and our shareholder has committed to consulting with the public<br />
on charging methods.<br />
CONTENTS<br />
Key to performance measurement IFC<br />
Serving the people of Auckland 1<br />
<strong>Watercare</strong>’s networks 2<br />
Performance summary 3<br />
Sustainability impacts<br />
of company activities 4<br />
Chairman's report 6<br />
Directors’ profiles 9<br />
Chief Executive’s report 10<br />
Executives’ profiles 13<br />
Onehunga gas explosion 14<br />
Governance 15<br />
Environmental Advisory Group 18<br />
Maori Advisory Group 19<br />
Focus 1: Safe and reliable water 20<br />
Focus 2: Healthy waterways 26<br />
Focus 3: Health, safety and well-being 30<br />
Focus 4: Customer satisfaction 36<br />
Focus 5: Stakeholder relations 40<br />
Focus 6: Sustainable environment 44<br />
Focus 7: Effective asset management 50<br />
Focus 8: Sound financial management 54<br />
Verification report 58<br />
Financial report 59<br />
<strong>Report</strong> of the Auditor-General 67<br />
Statement of Service Performance 107<br />
G3 cross-reference table 112<br />
Index 116<br />
Glossary 116<br />
<strong>Watercare</strong> Services Limited<br />
PAGE 1<br />
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