2018 Performance
Highlights

Customer and stakeholder relationships 

icon customer and stakeholder 

Highs

Lows

Aa-grade

Supplied safe and reliable Aa-grade drinking water. 

Exceeded required Drinking Water Standards for New Zealand’s criteria for water quality and supply infrastructure.

0.9%

Affordability 0.9% of monthly income was spent on water bills by an average Auckland household.

848

Received more customer complaints 848 up 18.9% from 2016/17 (709) 98% of complaints resolved within 10 days. Increase of 19% over 2016/17 due to introduction of more digital channels for customers to engage with us.

 

People and culture

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Highs

Lows

67

Staff Engagement Score, 67, up 2 points from 2016/17.

27.6%

Gender diversity in management roles 27.6% up 10% from 2016/17.

8.22

Total Recordable Injury Frequency Rate (TRIFR) per million hours worked 8.22 down 38% from 2016/17 (13.20), increased reporting by staff.

$1,473

Training cost per staff member $1,473 up 1% from 2016/17.

13.8%

Staff turnover 13.8% up 1.7% from 2016/17 (12.1%). Trending below the national average of 18.8% per Institute of Human Resources’ 2016 survey.

3.52

Lost-Time Injury Frequency Rate (LTIFR) per million hours worked 3.52 up 47% from 2016/17 (2.40), 1 additional injury of low severity.

 

Financial capital and resources

icon Financial Capital and resources

Highs

Lows

$121.9m

Operating surplus $121.9m up 12.2% from 2016/17 ($108.6m).

$9.2m

Net new debt $9.2m 66.7% lower than 2016/17 ($27.6m).

33.9%

Operating costs as a percentage of revenue 33.9% Increase over 2016.

 

Assets and infrastructure 

icon  assets and infrastructure

Highs

Lows

$10.1b 

Total assets $10.1b up $1.2b from 2016/17.

$342.4m

Capital expenditure $342.4m up 13% from 2016/17 ($301.6m)

$44.0m

Maintenance costs $44.0m up 11% from 2016/17 ($39.6m). Additional maintenance due to extreme weather events.

 

Natural environment 

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Highs

Lows

3.5GWh

Energy savings through process optimisation 3.5GWh.

82%

Waste reused from treatment processes 82% up 2% from 2016/17.

278.4 litres

Gross per-capita consumption of water by residential and commercial users per day. 278.4 litres Increase of 1.9% over previous year (273). Longer spell of dry weather resulting in prolonged period of high demand

 

Intellectual capital

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Highs

23% uptake

Fault reporting online 23% uptake. Since launch in March 2018.

29% uptake

Application to connect online 29% uptake. Since launch in March 2018. 

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