Council is committed to providing our residential and business customers with a permanent and reliable water supply. We are also committed to providing all our connected customers with a reliable, safe sewerage collection and environmentally compliant disposal service.

Our Water and Wastewater Customer Service Standard is up for review and the community is invited to provide feedback.


Customer Service Standard 2024

Quality and Adequacy of Water Supply

Toowoomba Regional Council (TRC) is committed to providing our residential and business customers with a permanent and reliable water supply. We strive to:

  • Supply drinking water that is compliant with Public Health Regulation 2018, (Part 9)
  • Supply adequate pressure in the reticulation main at the service connection of between 22m and 80m head
  • Operate the water supply systems to minimise the total number of water quality complaints

Day-to-day Continuity of Water Supply

To maintain continuous high-quality water supply services to our connected customers we endeavour to:

  • Maintain supply of water to customers on a reliable and permanent basis
  • Respond to water main and water service incidents in the shortest possible time
  • Restore water services as quickly and effectively as possible
  • Provide customers with at least two business days' notice of any planned interruption to service for maintenance works.

Effective Transport of Wastewater

TRC is committed to providing all our connected customers with a reliable, safe sewerage collection and environmentally compliant disposal service. To maintain this service and protect the environment we will endeavour to operate and maintain the sewerage collection system to:

  • Limit the total number of overflows
  • Minimise the number of events that result in odour
  • Respond to incidents in the shortest possible time.

Service targets

A summary of the TRC Customer Service Standard with Key Performance indicators for customer service and their respective targets set for the northern, southern and Toowoomba districts can be found in the table below. These performance indicators will be used to measure our performance each year and will be publicly reported against annually and reviewed on a regular basis.

Key Performance Indicators for connected properties

Key performance Indicators Annual target against KPI
1 Number of water quality complaints per 1000 connections No more than 1
2 Number of water main breaks/repairs per 100km of water mains No more than 25
3 Number of sewer main breaks & chokes per 100km of sewerage main No more than 30
4 incidence of unplanned interruptions per 1000 connections No more than 7
5 Water quality complaints per 1000 connections No more than 2
6 Total number of water and sewerage complaints per 1000 connections No more than 10