We require performance reporting and conduct regular audits of all licensed water utilities to ensure compliance with their licences.
Our Compliance and Enforcement Policy sets our principles of compliance and enforcement, risk-based regulatory model, compliance approach and enforcement action decision-making framework.
We collect and publish annual performance information provided by Sydney Water, Hunter Water and WaterNSW on water quality, system continuity and reliability, environmental performance and customer service. This ensures transparency and improves public confidence, as well as providing additional incentives to the utilities to perform to expectations and enable identification of areas for improvement.
In assessing compliance we also consider information from other regulators and complaints made to the Energy and Water Ombudsman.
In 2019-20, we trialled a quarterly survey of Hunter Water and Sydney Water customers to assess their satisfaction with the utilities. Following the success of the trial, we are continuing the survey in 2020-21 and including Central Coast Council. See here for the results.
More information is available in the Audit Guideline.
IPART also ensures regular audits of alternate water utilities that are licensed under the Water Industry Competition Act (WICA) minimise any risk to public health, safety and the environment.
Auditors undertaking these audits must be approved by IPART.
IPART may take enforcement actions in response to a non-compliance with a regulatory requirement, licence requirement or a direction from IPART.
We publish notices outlining enforcement actions in our enforcement action notice register below.
Enforcement Action Notice 07/2020 - Box Hill North
22 November 2019
Enforcement Action Notice 01/2018 - Discovery Point Water Pty Ltd
31 August 2018
Enforcement Action Notice 01/2019 - Veolia Water Solutions & Technologies (Australia) Pty Ltd
5 April 2019
Enforcement Action Notice 02/2019 - Water NSW contravention of clause 2.1.1 - PWU Operational Audit 2018
3 May 2019
Enforcement Action Notice 03/2019 - Veolia Water Solutions & Technologies (Australia) Pty Ltd
Updated Enforcement Action Notice 03/2019 - Veolia Water Solutions Technologies (Australia) Pty Ltd
23 May 2019
3 October 2019