Satisfaction with water services continues to fall

Satisfaction with Central Coast Council’s water supply system continues to decline, according to the latest quarterly results from IPART (Independent Pricing and Regulatory Tribunal).

IPART has been conducting customer satisfaction surveys four times each year since August 2020.

Results are given over four categories: general satisfaction, value for money, trust and reputation.

This quarter’s results have been compared with three Victorian utilities which are similar in function and customer base: Barwon Water, Goulburn Valley Water and Central Highlands Water.

The Central Coast had by far the worst results of the four comparators in the survey, with customer satisfaction dropping from 5.6 last quarter to 5.5 this quarter.

It was 5.8 in February 2024.

Despite a 51% increase in water rates in three years since 2022, which Council promised would bring about improved services, satisfaction levels continue to fall.

Value for Money has fallen five quarters in a row and is lower than in June 2022 – the month before the phased water rate hike began.

Trust has fallen from 5.5 last quarter to 5.3 this quarter, and has not improved from June 2022.

Reputation remains 5.1 on rounding.

The quarterly survey examines customer perceptions of the level of service Central Coast Council provides.

Council does not otherwise have to consult customers about their satisfaction with their services.

“For each of these areas, customer satisfaction was highest when we first began surveying Central Coast Council’s customers in 2020-21, and then it slightly decreased,” the report says.

“Over 2023-24, customer satisfaction began to increase to just below April 2021 levels.

“However, customer satisfaction has continued to decrease since February 2024.”

Despite falling satisfaction levels, Council has announced it intends to apply to IPART for another increase in water rates of 17-22% plus inflation in 2026/27.