Annual Report

Our Annual Report 2017–18 covers our achievements over the year, our performance against our statutory requirements and the progress we’ve made towards meeting our corporate strategic goals.

Our highlights

  • Introducing our Customer Hub program in September 2017. This program has enabled us to provide a more proactive and customer-centric experience for our customers and has led to some great outcomes. We’ve avoided over 47,000 water interruptions, proactively notified 33,000 customers of interruptions, and kept 14,000 customers informed about the progress of repairs.
  • Developing our Growth Servicing Plan 2017-2022. We’re preparing for the future growth of our city and this plan outlines how we'll service the extra one million people forecast to live in Sydney in the next ten years.
  • Improving our corporate reputation score to 6.9 out of 10. The sustainable reputation ‘golden zone’ of between 6.8 and 7.8 is where Australia’s strongest organisations perform.
  • Implementing our new safety strategy, Safe and Well Together 2.0, which has led to some great outcomes in the safety of our people. Staff are more engaged and feel more empowered to manage safety. We saw a significant decrease in staff injuries (down 49%) and a Total Recordable Injury Frequency Rate of 11.5, well below our target of 16.
  • An increased profit after tax of $546 million, which was about $148 million above the Statement of Corporate Intent (SCI) target of $424 million. This increase was due to higher income from water use, wastewater services and developer charges, as well as lower borrowing costs.

Man and woman sitting on the beach looking at the water

Our customers are at the heart of everything we do.