Community consultation
Central Coast Council is working with the community to collect feedback that will help improve Council’s water and sewer services.
From March 2023, residents and businesses will share with Council what they value most about their water and sewer services.
Feedback collected will also include how customers would like to receive updates on Council’s progress in delivering on those values—defining Council’s water and sewer future performance reporting metrics.
This work continues Council’s collaboration with the community that began in 2021, underpinning the previous submission to the Independent Pricing and Regulatory Tribunal (IPART)
Two targeted community engagement forums will be delivered in Gosford and Wyong in March and May. This was followed by a community wide survey which closed 3 July 2023.
The research will also inform a new Water and Sewer Customer Charter outlining the responsibilities between Central Coast Council and our customers. The findings in this research are also key to our Performance Report and Delivery Plan.
Links
Basic Documents
Segmented Documents
Timeline
Who's listening
General FAQs
Who are Central Coast Council Water and Sewer?
The Central Coast is the third largest water and sewer service in NSW and is managed by Central Coast Council’s Water and Sewer team.
Just like Sydney Water services the Sydney region and Hunter Water services the Hunter region, Central Coast Council Water and Sewer are the delegated Water Authority servicing the Central Coast Local Government Area.
Our Purpose is to provide water and sewer services that preserve our environment and maintain the liveability and health of the Central Coast community.
Our Vision is to be a trusted service provider for the Central Coast community and place our customers at the centre of everything we do.
What is included in Water and Sewer Services?
Central Coast Council Water and Sewer serves a population of more than 345,000 people, delivering water, sewer and stormwater services to more than 135,000 homes and businesses.
We deliver an extensive range of services including water production, supply and distribution, sewer treatment and disposal along with a diverse range of additional services from customer service, community engagement, education, research, maintenance and planning.
What is Independent Pricing and Regulatory Tribunal (IPART)?
IPART is the independent pricing regulator for water, energy, public transport and local government.
IPART are responsible for setting fair prices for water, sewerage and stormwater drainage and holding water authorities accountable for their services.
Where can I find out more about the IPART Determination?
In May 2022, Council received an IPART pricing determination which set the maximum price Central Coast Water and Sewer can charge our customers for water, sewer and related services over the next four years from 1 July 2022 to 30 June 2026.
As part of the pricing increase, IPART advised that Central Coast Water must be more accountable and transparent about how money is spent, with a key focus on ensuring our community are at the centre of everything that we do.
IPART outlined a range of performance measures that we need to meet over the next four-year pricing period. This consultation will help us progress with our promises to IPART and our community.
Consultation FAQs
Why is Central Coast Council Water and Sewer engaging in community consultations?
Central Coast Council Water and Sewer is continuing to work with the community seeking input and collecting feedback to help improve our water and sewer services.
Council’s Water and Sewer engagement with the community is part of the work that ensures our customers are at the centre of everything Council does. Each phase of the community consultations will help form the basis of Council’s new Water and Sewer Customer Charter, in addition to shaping future water and sewer service levels and educational campaigns.
What are some of the desired key objectives?
Objectives for the ongoing engagement are to:
- Identify, understand and prioritise community values
- Develop a set of performance metrics that customers would like to know about, along with the desired method and frequency of reporting.
- Gather community input in relation to Council’s commitment to a Customer Charter
Who is involved in the consultations?
Involvement in the Phase One and Two forums and focus groups are by invitation only. This ensures that broad community input and feedback is captured and includes representation from young people, Aboriginal and Torres Strait Islander People, people with a diverse cultural or linguistic background and high-water usage customers.
Phase Three included a community wide survey, the survey closed 3 July 2023.
Are the same people attending Phase Two that attended Phase One?
Yes, they are the same participants that were recruited to participate in Phase One.
Were any new community members included in Phase Two that did not participate in Phase One? Why?
No, the first two forums are based on participant’s building their knowledge and understanding through participation at the forums so an informed contribution can be made.
What are the key values identified in the Community Forums?
The community identified key values in Phase One of the community forums. These were:
- Good quality water
- Quality treatment
- Reliable service
- Affordable
- Effective planning
- Environmental focus
- Transparency and education
What previous community consultation has occurred?
In August 2021 we heard from you on how we could ensure the Central Coast has a resilient and sustainable water supply, now and for future generations by asking for your feedback on the Central Coast Water Security Plan. We received 55 submissions: 45 submissions through our online guided submission form, and an additional 10 formal submissions received via email and post.
You can find out more about the consultation or view the full engagement summary here.
In 2021 we also started the conversation about how you value about your water, sewer and stormwater services. We heard from you in over 1250 survey responses received as well as direct feedback from 20 community members during 2 live video discussion groups.
You can find out more about the consultation or view the full engagement summary here.
How will my feedback be used?
Community feedback from the targeted forums and survey will inform a new Water and Sewer Customer Charter outlining the responsibilities between Central Coast Council and Council customers. The findings in this research are also key to our ongoing Performance Reporting and implementing our Delivery Plan.
How could I have my say on the 'improving your water and sewer services' campaign?
Two targeted community engagement forums were delivered in Gosford and Wyong in March and May. Phase three consultation included an incentivised community wide survey (which is now closed). Eligible participants who complete the survey will go into a draw to win one of four $250 vouchers*.
To learn more and stay updated about this project you can;
1. Register for project updates
2. Register your interest to attend a targeted forum
3. Book a meeting with the project team