Transcription
2012/13 Annual Report
Published by Goulburn-Murray Rural WaterCorporation [trading as Goulburn-MurrayWater (GMW or the Corporation), September2013.Also published on www.g-mwater.com.auThis publication is copyright. No part maybe reproduced by any process exceptin accordance with the provisions of theCopyright Act 1968.Printed on 100 per cent recycled paper byGV Printing, Mooroopna, Victoria. Stateof Victoria, Goulburn-Murray Rural WaterCorporation [trading asGoulburn-Murray Water (GMW or theCorporation)].Disclaimer:211This publication may be of assistance toyou, however Goulburn-Murray Water andits employees do not guarantee that thepublication is without flaws of any kind oris wholly appropriate for your particularpurposes and therefore disclaims all liabilityfor any error, loss or consequence whichmay arise from you relying on any informationin this publication.For further information please email GMW atreception@g-mwater.com.au
GMW profile4Joint Report by Chairman and Managing Director5Organisational Structure – as at 30 June 20136Governance7Risk Attestation10Our Customers11Our Environment14Our People16Our Obligations18Financial Statements22Appendices62ContentsContents132
GMW ProfileGoulburn-Murray Rural Water Corporationtrading as Goulburn-Murray Water (GMW)is a statutory Corporation constituted byMinisterial order under the provisions of theWater Act 1989.During the reporting period, the responsibleMinister was Peter Walsh, MLA.GMW has functions and powers to store,manage and deliver water across most ofNorthern Victoria, including manage andoperate an irrigation district (section 221), awater district (section 163) and a waterwaymanagement district (section 189).GMW services a region of 68,000 squarekilometres, bordered by the Great DividingRange to the south, the River Murray to thenorth and stretching from Corryong in theeast to Nyah in the west.Our key responsibilities: Managing the delivery of water toits irrigation and water districts andmaintaining the infrastructure for thesedistrictsImplementing Government’s regulationsand policy for groundwater andsurface water resource management inaccordance with delegated powersDelivery of GMW’s Connections ProjectHarvesting, storing and maintainingwater in its reservoirs and damsGMW also operates salinity-mitigationworks on the Murray downstream of Nyah;manages Mildura Weir; delivers bulk waterto supply points outside its region and isthe Victorian Constructing Authority for theMurray-Darling Basin Authority.Appointed by the Minister for Water, GMWis the Victorian Resource Manager givenresponsibility for making the seasonaldetermination for all Victorian Murrayentitlement holders. In this role GMWworks closely with the Murray-Darling BasinAuthority.411The Murray-Darling Basin Authoritydetermines the volumes of water availableand makes bulk water allocations to each ofthe Murray system states in accordance withthe interstate sharing arrangements in theMurray-Darling Basin Agreement and alsosubject to the modifications agreed by theCouncil of Australian Governments.GMW is delivering the Connections Projecton behalf of the State and FederalGovernments. The Connections Project is a 2 billion investment in the modernisation ofthe irrigation infrastructure in the GoulburnMurray Irrigation District delivering waterefficiency and water saving outcomes.GMW is the Minister’s delegate for a rangeof functions including water share andallocation trading, water use licensing, workslicensing and take and use licensing fromunregulated streams and groundwater.The Essential Services Commission regulateGMW prices on behalf of the AustralianConsumer and Competition Commission.The Department of Treasury and Finance(DTF) performs a shareholder advisoryfunction and is primarily responsible for thefinancial oversight of GMW. SpecificallyDTF monitors the financial performance,debt funding and financial governance ofGMW. DTF is also involved in monitoringthe performance and related financialexpenditure of the Connections Project byproviding an ongoing due diligence role inregard to commercial and project/financialrisks through DTF’s Gateway High ValueRisk process.GMW plays an important role inimplementing the National Water Initiativeand is also a partner in the Victorian WaterRegister which is used to manage waterentitlements.Our Strategic FocusGMW is fundamentally committed toenhancing outcomes for our customersand stakeholders and driving exceptionalorganisational performance.Underpinning GMW’s approach toperformance are three fundamentalcommitments which lay the foundationfor our strategic priorities, outcomes andinitiatives across the organisation.Goulburn-Murray Water’s fundamentalcommitments are to: Partner with our customers Be a high performing organisationacross Northern Victoria.Create the opportunities to increaseagricultural production in NorthernVictoria over the next 20 yearsGMW’s BlueprintGMW has developed a Blueprint strategy forthe next five years in response to our ownsignificant organisational change and thefundamental changes that have occurredwithin the water sector over the past sevenyears; including the removal of 30% ofirrigation water from the GMID and a 2billion investment in water infrastructurein the GMID by both State and FederalGovernments.About this ReportGMW’s Blueprint recognises that GMW hasto:Our Annual Report describes the programs,initiatives and actions we undertook between1 July 2012 and 30 June 2013. Our StrategyDuring 2012/13 GMW commenced atransformation journey which resulted in thefurther evolution of our strategy. GMW hasrefined its strategic focus from simply beingan organisation that sought to be respectedby our customers and shareholders formanaging water sustainably, deliveringwater efficiently and building a modernisedfit for purpose system, to an organisationthat is fundamentally committed toenhancing outcomes for our customersand stakeholders and driving exceptionalorganisational performance.Resize its infrastructureResize the business; andRedesign the tariff structure so that itmore accurately reflects the costs ofthe new infrastructure.The strategic framework outlined in theBlueprint will deliver on GMW’s FundamentalCommitments through the delivery of threestrategic priorities over the coming five years:1.Redesign our tariffs so that they aresimple, cost reflective and betteraligned to our infrastructure in thefuture.2.Deliver the Connections Project andrealise the improvements in customerservice levels.3.Transform the business of GoulburnMurray Water to make it a lean andmore customer focused organisation.
Joint Report by Chairman and Managing DirectorThe Blueprint represents a turning pointfor GMW. It embraces challenges asopportunities and questions every facetof GMW’s business model. The Blueprintarticulates GMW’s determination to becomea more customer centric organization;implement a simplified tariff system anddeliver a 2 billion investment in theinfrastructure of the GMID, an investmentthat will deliver a modernised, efficient waterdelivery system with substantially improvedlevels of service.To provide improvement in customerservices and reduce our base costs weare aiming to build a new, leaner, morecustomer focused GMW. GMW has madea commitment to remove 20 million fromits operational budget over the next 5years, delivering 3 million of that saving in2012/13 through a reduction in permanentfull time positions. Some 60 positions havebeen removed from GMW, a number whichis difficult to identify in the total employeefigures due to the integration of positionsfollowing the merger of GMW and NVIRP.This year GMW recorded its highest waterdeliveries in over a decade. A very dry2012/13 saw GMW deliver over 1,250,000ML of water to gravity irrigation customers.Through 140,000 customer water ordersGMW delivered a total of 1,751,000ML.While there has been some speculationthat the region is returning to pre-droughtconditions, the 30% of water removed fromthe irrigation network has meant that oursystem, even when operating at its highestlevel of demand, only utilized 80% of peakcapacity.GMW also completed a 30 million packageof capital works over the 2012/13 yearincluding completion of the Laanecoorie Damupgrade project and refurbishment of theMildura Merbein Salt Interception Scheme.Our financial results show a strongoperational result for Water Storage andDelivery. This has been achieved throughadditional revenue from high water deliveriesand spillable revenue as well as managedoperating costs. The Connections Projecthas been integrated into GMW results forthe first time with project expenditure beinglower than anticipated. This combinationmeaning lower than forecast borrowings.Our net debt position of 73 million was 40 million lower than budgeted mainly dueto improved operating and capital cashflows, lower capital expenditure and lowerproceeds of borrowings.Throughout 2012/13 GMW undertooka program of business system review,examining business processes to identifyopportunities to reduce turnaround timesand streamline the customer experience.Part of this work has involved a move to acentralised Customer Connect call centreensuring that all calls to GMW are logged,recorded and dealt with where possibleat first point of call. Understanding whatis important to our customers is also animportant part of being able to enhanceour services and this year GMW’s annualCustomer Satisfaction Survey soughtfeedback on our performance from over 750customers. Results from this survey show62% of customers are satisfied with GMWan increase of the 2012 result of 56%. 67%of customers said that they would speakfavourably of GMW. 84% of customersrated GMW’s customer service as eithersatisfactory or excellent. A strong sign thatour commitment to customer service isstarting to impact at the point of servicedelivery.Llew Vale OAMGoulburn-Murray Water ChairmanGMW ProfileOur fundamental commitments have guideda year of exceptional performance includingthe development of the GMW Blueprint.Gavin HanlonGoulburn-Murray Water Managing DirectorGMW’s Connections Project continues tobe delivered across the GMID. Thissignificant project to reshape more than6,300km of 100 year old irrigation channelswith state of the art automated systems willmeasure, regulate and deliver water moreeffectively and efficiently than ever before.The 2 billion Project funded by the Stateand Federal Government’s is the singlelargest financial investment in the historyof the Goulburn-Murray Irrigation District(GMID). This year, the Connections Projecthas continued to implement its obligations inline with the Connections Project BusinessCase delivering a number of key milestonesaround delivery share and meters installed.In accordance with the FinancialManagement Act 1994, we are pleased toattest that the GMW Annual Report iscompliant with all statutory reportrequirements. We are pleased to present theReport of Operations for GMW for the yearending 30 June 2013.152
Organisational StructureOrganisational StructureMINISTER FOR WATERThe following chart illustrates GMW’sorganisational and reporting structure as at30 June 2013.BOARD OF DIRECTORSLlew Vale (Chairman)Dennis MoonFrank WhitfordJenny DawsonNeil PankhurstSarah ScalesIan MansbridgePeter McCamishBarry StegallDick RankenMANAGING DIRECTORGavin HanlonChris DaltonCorporateSecretaryGraeme HannanGM CatchmentServicesJohn CallejaChief FinancialOfficer611Jaimi Di PettaExecutive OfficerCharlotteBartrum-TerrillGM Retail &OperationsIan RodgersChief InformationOfficerGeorge WarneConnectionsProject DirectorSara RhodesWardGM Marketing &CommunicationsGarry SeaborneGM ConstructionEugenie StragalinosGM CorporatePlanning, People &PerformanceRussell ParkerGM CorporateServices
GovernanceGovernanceGMW Directors (top L to R) Llew Vale (Chairman), Dennis Moon, Frank Whitford, Barry Stegall, Peter McCamish(bottom L to R) Neil Pankhurst, Sarah Scales, Ian Mansbridge, Dick Ranken, Gavin Hanlon (Managing Director)The BoardThe Minister for Water appoints the Directorsof Goulburn-Murray Water under the WaterAct 1989. The Minister also appoints aChairman from the Board members. TheBoard then appoints a Managing Director.Except for the Managing Director, GavinHanlon, all Directors are independentnon-executive Directors.Llew Vale OAMLlew Vale has extensive governance andwater industry experience and expertisein primary production. Mr Vale has been afarmer for 37 years at Toora and is a formerCouncillor and Mayor of the Shire of SouthGippsland. He served as Chair of SouthGippsland Water from its inception in 1995until September 2011, having previouslybeen a member of the South GippslandWater Board. Mr Vale was awarded an Orderof Australia in 2002 for services to the waterindustry and community.Ian Mansbridge FCIM, CPA, FCIS, FCSA,Dip. CMIan Mansbridge is a fourth generation farmerat Pompapiel. His Executive roles haveincluded Managing Director of Sandhursttrustees and Elders Rural Bank and aGeneral Manager of Bendigo Bank. Hiscurrent Directorships include SandhurstTrustees, MyState, Tasmanian PerpetualTrustees, The Rock Building Society andAustralian Friendly Society.Dennis MoonDennis Moon is a business owner fromRochester with experience in irrigationsystems, particularly sub surface drip. MrMoon has been an irrigator in NorthernVictoria for 25 years and with partnersoperates Campaspe Irrigation, whospecialise in the design, supply andconstruction of a wide range of on-farmirrigation supplies. He is the former chair ofthe Australian Tomato Processing ResearchCouncil and is the tomato representative onHorticulture Australia Limited. Mr Moon wasawarded a Nuffield Scholarship.Neil PankhurstWith practical experience in primaryproduction and customer engagement MrPankhurst is an irrigator and dairy farmerfrom Tongala who is a Councillor and serveda term as Mayor of the Shire of Campaspe.Mr Pankhurst is also chair of Tongala andDistrict Financial Services.Sarah Scales BAgSarah Scales is a business and riskmanagement consultant and also owns amixed farming enterprise near Mansfield.Sarah was appointed to the Board ofQueensland Sugar Limited in January 2013.Sarah has been a director of InterGrain P/L,a plant breeding company since October2011. She was previously the GeneralManager AWB International in addition toother senior management positions AWBLimited. Ms Scales has a Bachelor ofAgricultural Science and has completed theStanford Executive program.Frank Whitford FAIMFrank Whitford from Northwood hasextensive knowledge of the retail industryacross Australia. An experienced ManagingDirector having held roles at Fletcher Jones,Mitre 10 and Sportsgirl/Sportscraft. He isalso involved with the family Wagyu beefbreeding and calf rearing business acrosstwo farms in Northern Victoria. Mr Whitfordis the current Deputy Chair of PrimeSafeVictoria, a Board member of the AustralianWagyu Association and has served as aDirector on a number of Boards for over15 years. Mr Whitford is a Fellow of theAustralian Institute of Management.Peter McCamishPeter McCamish has significant knowledgeof the Goulburn Valley horticultural industry,as he has been part of this industry for35 years. He is also a Director of S ReidHoldings, a Tasmanian cherry grower andexporter. Peter is a current Director ofWater for Rivers, former Director of SPCArdmona Limited and former member ofthe Shepparton Irrigation ImplementationCommittee and Foodbowl ModernisationProject Steering Committee.172
GovernanceBarry SteggallBoard CommitteesBarry Steggall is a former Mayor of the Cityof Swan Hill. He is experienced in Victoriangovernment policies as he was formerlyState Deputy Leader of the National Partyand Member of Parliament for Swan Hillfrom 1983 to 2002. He specialised in water,environment and food issues during hisParliamentary career. Barry is also a boardmember of Cooperative Schools Victoria anda former member of Victoria’s IndependentPanel for Sustainable Water Strategies.From 1 July 2012 to 30 June 2013 thefollowing Board Committees operated:Gavin Hanlon B App Sci, M App Sci,MBA, GAICD, FAIMGavin Hanlon has 12 years experience asCEO/MD in the Victorian water industry. Hewas Managing Director of Coliban Waterbefore his current role with GMW and beforeColiban Water he was the CEO of NorthCentral Catchment Management Authority.He is a Williamson Fellow.To 30 September 2012Jennifer Dawson BBus, FCA, MAICD.With broad skills in finance, governance andthe water industry, Ms Dawson has beendirector of Bendigo and Adelaide Bank since1999 and was director of Coliban Water from2000 to 2010. Ms Dawson has a Bachelor ofBusiness (Accounting), is a Fellow of theInstitute of Chartered Accountants and amember of the Australian Institute ofCompany Directors.From 1 October 2012Dick Ranken811Mr Dick Ranken is a livestock farmer fromAvenel. Mr Ranken retired in 2009 after a30 year career with the International FinanceCorporation (IFC), the private-sector arm ofthe World Bank Group. Mr Ranken is aboard member of a bank in Mongolia and aprivate equity fund in the Pacific Islands. Heis a member of the Burnt Creek Landcaregroup and Upton Hill CFA. Mr Ranken holdsa Bachelor of Agricultural Economics, aMaster of Arts and has completed theAustralian Institute of Company Directorscourse.CommitteePurposeRisk and ComplianceOversee risk management and complianceAuditOversee the internal and external audit program, reviewannual financial statements and monitor financial,management and accounting responsibilitiesRemunerationOversee remuneration policyConnections StrategyApproving District plansConnections ProjectApproving Strategic Connections Landscape Plans andStrategic Connections Negotiation Plans within the scopeof District PlansWater ServicesCommitteesWater Services Committees are also advisorycommittees to the Board, created undersection 122(c) of the Act. The Committeesare comprised of customers appointed bythe Board. There are six gravity irrigationcommittees, four regional committees, twowater district committees and one floodprotection district committee.Water Services CommitteeTotal of MeetingsScheduledTotal ofMeetings HeldCentral Goulburn1211Murray 11Loddon Valley1212Goulburn Broken Regional55Loddon Water District44Loddon Campaspe Regional55Loch Garry*00Ovens King and Mid Murray44Tungamah44Kiewa Mitta Mitta and Upper Murray44*This Committee is a reference group for a flood protection area and meets irregularly at the request of theCommittee
GovernanceGovernanceGovernanceBoard MeetingsDirectors attended the following scheduledmeetings:Number attended/number eligible to attendDirectorMembershipBoardAuditLlew Vale OAM12/146/6Ian Mansbridge11/146/6Dennis Moon10/141/1Neil Pankhurst14/144/4Sarah Scales14/145/5Frank Whitford12/141/2Peter McCamish13/143/3Barry Steggall13/145/56/6Dick Ranken7/92/2The Board’s key governance document is itsCharter which covers the following key areasof conduct: d Charter Remuneration3/3Jennifer DawsonGavin Hanlon Risk andComplianceCommitteeFunctions and responsibilities of theBoardConduct of DirectorsDisclosure of pecuniary and otherinterestsResponsibilities of the ChairmanDuties of the Managing DirectorBoard delegations to managementMatters reserved for the BoardBoard meetings and CommitteesConflicts of interestDirectors as customersBoard Delegation ofFunctionsThe Act provides the authority under which aWater Corporation may delegate its powers.This has been done under section 122(B) ofthe Act by a document under the corporationseal dated 14 April 2010.Directors as GMWCustomersIt is a requirement of the Board Charter thatDirectors declare their interest as customerswhen information which may affect waterpricing or delivery is discussed and decidedupon by the Board. In accordance withthe Charter, Directors will either absentthemselves during such discussions orwarrant that they will not buy or sell watershares prior to such information becomingpublicly available. In the interests oftransparency, it has been practice of theBoard to disclose in the Annual Report thenames of those Directors who are also GMWcustomers.Directors Ian Mansbridge, Dennis Moon, NeilPankhurst and Frank Whitford are customersof the Corporation.Within one month of joining GMW, allDirectors and staff complete a form in whichthey acknowledge that they have readand understood the ‘Water Transactionsby Directors and Staff’ procedures andundertake to abide by its requirements. Inthat same form, they register their direct andindirect water holdings with the CorporateSecretary. On an annual basis, Directors andstaff who hold water entitlements completeand return a declaration as at 30 Septemberstating water transactions undertakensince the last declaration occurred in theabsence of knowledge and confidentialwater market information in the possessionof GMW and were in accordance with the‘Water Transactions by Directors and Staff’procedures.192
Risk AttestationRisk AttestationI, Llew Vale, certify that Goulburn-MurrayWater had risk management processesin place consistent with the Australian/New Zealand Risk Management Standard(AS/NZ ISO 31000:2009) and an internalcontrol system was in place that enabledthe executive to understand, manage andsatisfactorily control risk exposures. GMW’sBoard verifies this assurance and that therisk profile of Goulburn-Murray Water hasbeen critically reviewed within the last 12months.Llew Vale OAMGoulburn-Murray Water ChairmanAugust 20131011
What We DeliveredOur CustomersGMW provides a range of water storage,delivery and management services to morethan 30,000 surface and groundwatercustomers across its service region. Ourcustomer base is determined by the numberof serviced properties. An individual ororganisation may have more than oneserviced property or may access more thanone service type. For example, a customermay access surface water and groundwater.GMWCustomersCategoryIrrigation, rural andgroundwaterGravity irrigation (channels)14,36914,296Pumped irrigation systems687679Regulated surface waterdiversions3,6653,649Unregulated surface waterdiversions7,4677,373Domestic and stock supply1,2551,1887,559*7,939120120Urban Water Corporations66Environmental Water Holders221,0281,169Understanding customerneedsGroundwaterFlood Protection – LochGarryGMW is committed to putting our customersfirst and transforming the business tobe more customer-centric in an effortto improve customer and stakeholdersatisfaction.Our customers are encouraged to activelyparticipate in defining and shaping theservices GMW delivers. We capturecustomer insights through feedback receiveddirectly at our regionally based customerservice centres, our annual CustomerSatisfaction Survey and engaging with ourWater Services Committees whose regularmeetings provide a valuable forum fordiscussion and feedback.During the year, GMW launched its Blueprintfor the future – a five year Plan intending toprovide our customers with some certaintyfor the future of GMW and to informdecisions that our customers may be makingabout their future.GMW developed a strategic frameworkwhich will deliver three significant initiativesincluding: Transforming the business of GMWto make it lean and more customerfocused Redesign tariffs so they are simple andbetter reflect our infrastructure in thefuture Deliver our Connections Project andrealise improvements in customerservice levelsAs the Blueprint nears implementationGMW will be asking its Water ServicesCommittees to help design a fit-for-purpose,customer-engagement framework. WaterServices Committees will continue tobe GMW’s primary method of seekingfeedback and advice on the business.Number ofcustomers2011/12Number ofcustomers2012/13Non water usersCustomers with water sharenot associated with a wateruse licence or registrationCommercialoperatorsAgricultural, tourism andrecreational leases andlicences786774Houseboat licences723723Hydroelectric companies22Plantation operators11Our CustomersOur Customers* Excludes customers who hold a license issued under the State government’s Dairy Shed Water LicenceTransition Program.Understanding customerneedsOur Connections ProjectAfter a year of integration into GMW, theConnections Project continued to deliver the 2 billion modernisation of the GoulburnMurray Irrigation District (GMID) and theimplementation of a range of water saving/water efficiency projects. The ConnectionsProject will deliver a modernised, highlyefficient automated water delivery systemfor customers in the GMID. It is a significantand fundamental reshaping of the way inwhich water is used for irrigated agriculturein Northern Victoria.The GMW Connections Project involves twokey programs:1.Upgrading the major supply channelsthat deliver thousands of megalitres ofwater to hundreds of customers in anIrrigation Area – to create a smarterbackbone channel network2.Connecting properties currentlysupplied from local spur channels tothe backbone network. Our goal is toconnect every property and in mostcases this will involve an individualconnection such as a pipeline from thebackbone channel to the property.Throughout the year, customer consultationresources, including some 10 staff, weretransferred to the Retail and Operationsdivision to maximize the value of theresources and align the management of thecustomer experience.1112
Our CustomersWater DeliveriesDuring the 2012/13 irrigation season a totalof 1,751,000 megalitres (ML) was deliveredto GMW customers on the regulated riversystems, an increase of 401,000 ML onlast year and the highest deliveries ral Goulburn94.7%93.5%Of the 140,000 irrigation orders received,over half were lodged via the internetdemonstrating our customers’ appetite forself service and online convenience.Rochester83.2%84.5%Loddon Valley84.0%83.5%Murray Valley86.5%90.0%Water transactionsTorrumbarry88.8%95.0%GMW is the Minister’s delegate for a rangeof functions including water share andallocation trading, water use licensing, workslicensing and take and use licensing fromunregulated systems and groundwater.GMW is also a partner in the Victorian WaterRegister which is used to manage waterentitlements and trade.Average89.1%91.5%Allocation trade numbers increased fromthe previous year, which had the lowestlevel of trade activity in recent history. Tradenumbers were still substantially lower thanprevious years when the prolonged droughtdrove market activity to record levels.Water Share Transfers were lower on theprevious year as the Commonwealth exitedthe market, impacting on the volume ofpermanent transactions which occurredduring the 2012/13 season. Allocation tradesincreases could be attributed to changesto carryover rules, interstate trades and acombination of greater water availabilityacross all systems throughout the irrigationseason.Our Wholesale Catchment ServicesGMW delivers a range of catchment servicesto implement Government regulations andpolicy for groundwater and surface waterresource management.1211Total percentage of orders deliveredon day (regardless of notice)Reserves established in 2011/12 andinflows early in the 2012/13 seasonenabled seasonal determinations of 100%high-reliability water share (HRWS) on allsystems and 100% low-reliability water share(LRWS) on the Broken, Campaspe andBullarook systems. There was no seasonaldetermination against LRWS in the Goulburn,Murray or Loddon systems.2011/12Water share transfersVolume ,90210,561NumberAllocation tradesVolume (ML)2012/13Number* Water Share Transfers were lower on the previous year as the Commonwealth exited the market,impacting on the volume of permanent transactions which occurred during the 2012/13 season.** Allocation trades increases could be attributed to changes to carryover rules, interstate trades and acombination of greater water availability across all systems throughout the irrigation season.Customer SatisfactionGMW has completed interviews of 750randomly selected customers from acrossthe region as part of its annual customersatisfaction survey. The survey provides anoverview of perceptions of performance.Overall 62% of customers gave GMW andoverall satisfaction rating between 7 and 10out of 10, 2012 was 56% and 2011 52%.GMW will continue to work with WaterServices Committees to design worksprograms to improve services based on theresults once they are available.GMW’s Strengths (top 3 results)Service er serviceThe manner of the person youspoke to44%84%Water supplyDelivering water when you need it43%83%Water supplyEfficiently dealing with anyrequests to change your order42%81%Oportunities for improvement (top 3 results)Service AreaAttributePoorConsultationTaking into account customers ideas and concerns inthe way they operate25%Management ofwater tradingKeeping you informed about the progress of yourapplication25%Management ofwater tradingProviding accurate information about the rules that applyto water trading23%
What We DeliveredOur CustomersSeasonal Determinations for Northern Victorian Water ulburnLRWS%CarryoverGroundwaterThe 2012/13 season saw a continuation offavourable seasonal conditions and furtherrecovery in groundwater levels. This meantthat allocations of 100% were announcedfor all Groundwater Management Units,other than Katunga Water Supply ProtectionArea which received its maximum possibleallocation of 70% in accordance with itsmanagement plan.DamsLRWS%100LoddonBullarook 00community groups and residents.Plans are in development for LakeEppalock, Cairn Curran, William Hovell,Kow Swamp, Lake Charm and LakeKangaroo. Final plans were written forGoulburn Weir and La
Management Act 1994, we are pleased to attest that the GMW Annual Report is compliant with all statutory report requirements. We are pleased to present the Report of Operations for GMW for the year ending 30 June 2013. Llew Vale OAM Goulburn-Murray Water Chairman Gavin Hanlon Goulburn-Murray Water Managing Director GMW Profile
