Hunter Water delivers services under an Operating Licence granted by the NSW Government. The licence protects consumers by prescribing minimum standards of service that Hunter Water must meet in relation to:
- Drinking water quality - supplying customers with safe drinking water
- Water continuity - providing customers with a reliable supply of water
- Water pressure - providing customers with water pressure as specified in the licence
- Wastewater transport - providing the reliable transport of sewerage
The Operating Licence also sets out conditions relating to community consultation, customer and consumer rights, customer complaint and dispute handling, managing water demand and supply, environmental management, publication of environmental and Ecologically Sustainable Development (ESD) indicators and independent auditing of operational performance.
The current Operating Licence came into force from 1 July 2012 and is effective until 30 June 2017. The content of the licence was determined after a full public review by the Independent Pricing and Regulatory Tribunal (IPART) of the performance of the previous licence, which had been in place since 2007.
Each year, an independent audit of Hunter Water’s operations is conducted to assess the Corporation's compliance with the Operating Licence. The audit assesses Hunter Water’s performance against service standards and associated conditions of the licence. This annual audit is overseen by IPART.
To assist in the audit process, the Operating Licence requires a number of reports to be provided annually to IPART. These reports are: