National Performance Report 2012–13: urban water utilities

Published 2 April 2014

Under the National Water Initiative (NWI) governments have agreed to prepare an annual independent, public report on urban water utilities to benchmark pricing and service quality.

The report is produced jointly by the National Water Commission, state and territory governments, and the Water Services Association of Australia.

This is the eighth urban water report in the series of national performance reports. It covers 81 reporting urban utilities including all capital cities, major regional cities and a large number of small water utilities. Combined, these utilities supply water services to approximately 18.7 million Australians. The utilities report on approximately 150 performance indicators spanning critical performance areas including water resources, health, customer service, asset management, environment, finance and pricing.

Major themes in this year's report include the continuing increase in the typical residential water bill and rising operating costs, despite a push for greater efficiency.

However, utilities have improved their service levels over time, particularly in the areas of security of supply, supply reliability, customer responsiveness and water quality.
The report was prepared by the National Water Commission in conjunction with all state and territory governments and the Water Services Association of Australia.

  • The report is divided into two parts:
  • Part A: comparative tables and charts, and analysis of 30 key performance indicators for retail/distribution utilities and nine indicators for bulk utilities, with extended discussion sections on key themes including prices and bills, operating efficiency, debt levels and customer value.
  • Part B: electronic spreadsheet containing NPR indicators for all utilities.

View online

Documents for download

Part A

National Performance Report 2012-13: urban water utilities (PDF, 10584.81 KB)

Executive Summary (PDF, 1389.21 KB)

Introduction (PDF, 161.49 KB)

Drivers of performance (PDF, 3457.84 KB)

Key themes (PDF, 750.13 KB)

Water resources (PDF, 453.32 KB)

Pricing (PDF, 629.88 KB)

Finance (PDF, 863.54 KB)

Customer (PDF, 773.52 KB)

Asset (PDF, 1119.58 KB)

Environment (PDF, 73.26 KB)

Health (PDF, 65.57 KB)

Bulk utilities (PDF, 77.2 KB)

Appendix A - comparison of major urban areas (PDF, 79.76 KB)

Appendix B - jurisdictional summaries (PDF, 104.17 KB)

Appendix C - utilities reporting (PDF, 44.31 KB)

Acronymns and abbreviations (PDF, 33.77 KB)

Part B

Urban National Performance Report 2012-13 Part B  (XLSX, 1962.24 KB).

Related links

Read the media release about the National Performance Reports.

Read last years' National Performance Reports.

Read National Performance Reports published between 2007 and 2012.

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