{
  "entity_id": "S-VIC-071",
  "folder": "South-East-Water-Corporation",
  "name": "South East Water Corporation",
  "type": "State-Owned Corporation",
  "jurisdiction": "VIC",
  "portfolio": "",
  "website": "https://southeastwater.com.au/",
  "data_status": "stub",
  "completeness": {
    "has_strategy_brief": false,
    "has_strategy_structured": false,
    "has_vision": false,
    "has_kpi_targets": false,
    "has_kpi_results": false,
    "has_strategy_overview": true,
    "has_legislation_text": true,
    "has_legislation_structured": false,
    "has_global_initiatives_text": false,
    "has_ideas": true,
    "has_artifacts": true,
    "n_ideas": 12,
    "n_legislation": 0,
    "n_artifacts": 22,
    "n_kpi_targets": 0,
    "n_kpi_results": 0,
    "n_outcomes": 0,
    "verified_own_data": false
  },
  "strategy_profile": {
    "status": "needs_review",
    "confidence": "low",
    "summary": "",
    "official_site_url": "https://southeastwater.com.au/",
    "source_documents": [
      {
        "type": "annual_report",
        "title": "2024–25 Annual Report",
        "url": "https://southeastwater.com.au/content/dam/web/about-us/our-strategy/reports-strategies-and-plans/South%20East%20Water%20Annual%20Report%202024-25.pdf",
        "period": "2024-25",
        "confidence": "high"
      },
      {
        "type": "annual_report",
        "title": "2023-24 Annual Report",
        "url": "https://southeastwater.com.au/content/dam/about-us/corporate-info/reports-and-plans/South%20East%20Water%20Annual%20Report%202023%E2%80%9324.pdf",
        "period": "2023-24",
        "confidence": "high"
      },
      {
        "type": "annual_report",
        "title": "2022-23 Annual Report",
        "url": "https://southeastwater.com.au/content/dam/about-us/corporate-info/reports-and-plans/South%20East%20Water%20Annual%20Report%202022-23.pdf",
        "period": "2022-23",
        "confidence": "high"
      },
      {
        "type": "annual_report",
        "title": "2021-22 Annual Report",
        "url": "https://southeastwater.com.au/content/dam/about-us/corporate-info/reports-and-plans/2021-22%20Annual%20Report%20for%20South%20East%20Water.pdf",
        "period": "2021-22",
        "confidence": "high"
      },
      {
        "type": "annual_report",
        "title": "2020-21 Annual Report",
        "url": "https://southeastwater.com.au/content/dam/about-us/corporate-info/reports-and-plans/2020-21%20Annual%20Report%20for%20South%20East%20Water.pdf",
        "period": "2020-21",
        "confidence": "high"
      },
      {
        "type": "corporate_plan",
        "title": "South East Water Corporate Plan 2024-29",
        "url": "https://southeastwater.com.au/content/dam/about-us/corporate-info/reports-and-plans/South%20East%20Water%20Corporate%20Plan%202024-29.pdf",
        "period": "2020",
        "confidence": "high"
      },
      {
        "type": "strategie",
        "title": "Water for Life strategy",
        "url": "https://southeastwater.com.au/content/dam/about-us/corporate-info/Greater_Melbourne_Urban_Water_System_Strategy.pdf",
        "period": null,
        "confidence": "medium"
      },
      {
        "type": "strategie",
        "title": "summary of the Water for Life strategy",
        "url": "https://southeastwater.com.au/content/dam/about-us/corporate-info/Summary_Greater_Melbourne_Urban_Water_System_Strategy.pdf",
        "period": null,
        "confidence": "medium"
      },
      {
        "type": "strategie",
        "title": "Melbourne's Water Outlook 2026",
        "url": "https://southeastwater.com.au/content/dam/web/about-us/our-strategy/reports-strategies-and-plans/Melbourne%27s%20Annual%20Water%20Outlook%202026%20-%20FINAL.pdf",
        "period": "2020",
        "confidence": "medium"
      },
      {
        "type": "strategie",
        "title": "Melbourne’s Water Outlook 2026 – Quarterly update March 2026",
        "url": "https://southeastwater.com.au/content/dam/web/about-us/our-strategy/reports-strategies-and-plans/Annual%20Water%20Outlook%20quarterly%20update%20March%202026.pdf",
        "period": "2020",
        "confidence": "medium"
      },
      {
        "type": "strategie",
        "title": "2024–25 Consultancy expenditure",
        "url": "https://southeastwater.com.au/content/dam/web/about-us/our-strategy/reports-strategies-and-plans/South%20East%20Water%20consultancy%20expenditure%202024-25.pdf",
        "period": "2024-25",
        "confidence": "medium"
      },
      {
        "type": "strategie",
        "title": "2024-25 Annual Water Quality report",
        "url": "https://southeastwater.com.au/content/dam/web/about-us/our-strategy/reports-strategies-and-plans/South_East_Water_Annual_Drinking_Water_Quality_Report_2024-25.pdf",
        "period": "2024-25",
        "confidence": "medium"
      },
      {
        "type": "strategie",
        "title": "Gender Equality Action Plan Progress Report 2021-23",
        "url": "https://southeastwater.com.au/content/dam/about-us/corporate-info/reports-and-plans/Gender%20Equality%20Action%20Plan%20Progress%20Report%202021-23.pdf",
        "period": "2020",
        "confidence": "medium"
      },
      {
        "type": "strategie",
        "title": "South East Water - Service standards report 2025-26 -\n                    141 KB Our service standards report outlines how South East Water responded to service",
        "url": "https://southeastwater.com.au/content/dam/web/about-us/our-strategy/our-performance/South%20East%20Water%20%20-%20Service%20standards%20report%202025-26.pdf",
        "period": "2025-26",
        "confidence": "medium"
      },
      {
        "type": "strategie",
        "title": "2023-28 Price Submission Summary -\n                    359 KB A brief overview of our submission to the Essential Services Commission. Download file",
        "url": "https://southeastwater.com.au/content/dam/web/about-us/our-strategy/5-year-customer-commitment/pricing-submission-2023-28/2023-28%20Price%20Submission%20summary.pdf",
        "period": "2023",
        "confidence": "medium"
      },
      {
        "type": "strategie",
        "title": "South East Water Price Submission 2023-28. -\n                    4 MB A submission for water and sewerage pricing for the 2023-28 regulatory period Download fil",
        "url": "https://southeastwater.com.au/content/dam/web/about-us/our-strategy/5-year-customer-commitment/pricing-submission-2023-28/South%20East%20Water%20Price%20Submission%202023-28.pdf",
        "period": "2023",
        "confidence": "medium"
      },
      {
        "type": "annual_report",
        "title": "Annual Report",
        "url": "https://southeastwater.com.au/content/dam/about-us/corporate-info/reports-and-plans/South%20East%20Water_Annual%20Report%202019-20.pdf",
        "period": "2020",
        "confidence": "high"
      }
    ],
    "purpose": null,
    "vision": null,
    "strategic_priorities": [],
    "values": [],
    "outcomes": [],
    "performance_measures": [],
    "document_alignment_terms": {
      "must_support": [],
      "watch_terms": [],
      "avoid_claiming_without_evidence": []
    },
    "review_note": "Only low-confidence webpage, media, contact, news, or global-intelligence evidence is available."
  },
  "strategy_brief_md": null,
  "strategy_overview_evidence_md": null,
  "internal_strategy_evidence_md": "# South East Water Corporation - Strategy, Performance, and Operating Profile\n\n**Generated at**: 2026-05-09T22:47:11.176184+00:00\n**Entity ID**: S-VIC-071\n**Entity type**: State-Owned Corporation\n**Jurisdiction**: VIC\n**Portfolio**: \n**Website**: https://southeastwater.com.au/\n\n> Draft generated from scraped source material. Treat this as an evidence pack for editorial review, not a final judgement.\n\n## Source Coverage\n\n| Source type | Count |\n|---|---:|\n| pages | 17 |\n\n## Executive Readout\n\n### Purpose\n\n- Submit feedback\nSend us a\ncomplaint\nSubmit a complaint\nGeneral enquiries\nby phone\nCall 131 694\nNominate a representative or\nsupport person\nCall 13 18 51\nPriority Plumbing\n1300 760 306\n(8 am - 5 pm, Monday - Friday)\nPropertyConnect\n1300 390 376\n(9 am – 5 pm, Monday - Friday)\nSubmit plumbing or development applications online 24/7 at\nPropertyConnect\nMail\nPO Box 2268\nSEAFORD, VIC 3198\nInterpreter services\n03 9209 0130\nAll languages\nOverseas account enquires\n(+61) 3 9101 5601\n(8am  - 6pm, Monday-Friday)\nNational Relay Service\n13 36 77\n(ask for 13 18 51) TTY users\n  Source: `pages/contact.html (https://southeastwater.com.au/contact-us/)`\n- We report back 6-monthly to let you (and our regulator, the Essential Services Commission) know how we’re tracking against these. ​\nPerformance snapshot\nBusiness comments\nAt the midway point of the third year of the 2023–28 regulatory period, we’re pleased to report 4 of our 5 outcomes are on track.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Meet safe\ndrinking water standards\nNumber of non-compliances to the Safe Drinking Water Act (sampling and water audit)\nTarget\nResult\n1 July 2025 to 31 December 2025\n0\n0\n1 July 2024 to 30 June 2025\n0\n0\n1 July 2023 to 30 June 2024\n0\n0\nOur extensive water sampling and audit program hasn’t identified any non-compliances with the drinking water standards in the first half of the 2025–26 year.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Multiple unplanned disruptions\nwater, sewer and water quality\nCustomers experiencing more than 5 unplanned disruptions in a rolling 12-month period\nTarget\nResult\n1 July 2025 to 31 December 2025\n<450\n273\n1 July 2024 to 30 June 2025\n<450\n137\n1 July 2023 to 30 June 2024\n<450\n184\nThe total number of customers experiencing more than 5 disruptions to their services remains well within target at the midway point of the 2025–26.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n\n### Role and Functions\n\n- Submit feedback\nSend us a\ncomplaint\nSubmit a complaint\nGeneral enquiries\nby phone\nCall 131 694\nNominate a representative or\nsupport person\nCall 13 18 51\nPriority Plumbing\n1300 760 306\n(8 am - 5 pm, Monday - Friday)\nPropertyConnect\n1300 390 376\n(9 am – 5 pm, Monday - Friday)\nSubmit plumbing or development applications online 24/7 at\nPropertyConnect\nMail\nPO Box 2268\nSEAFORD, VIC 3198\nInterpreter services\n03 9209 0130\nAll languages\nOverseas account enquires\n(+61) 3 9101 5601\n(8am  - 6pm, Monday-Friday)\nNational Relay Service\n13 36 77\n(ask for 13 18 51) TTY users\n  Source: `pages/contact.html (https://southeastwater.com.au/contact-us/)`\n- In this role, Lara leads the people, safety and wellbeing, legal and risk functions of the organisation.\n  Source: `pages/leadership.html (https://southeastwater.com.au/about-us/who-we-are/our-executive-team/)`\n- Meet safe\ndrinking water standards\nNumber of non-compliances to the Safe Drinking Water Act (sampling and water audit)\nTarget\nResult\n1 July 2025 to 31 December 2025\n0\n0\n1 July 2024 to 30 June 2025\n0\n0\n1 July 2023 to 30 June 2024\n0\n0\nOur extensive water sampling and audit program hasn’t identified any non-compliances with the drinking water standards in the first half of the 2025–26 year.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Multiple unplanned disruptions\nwater, sewer and water quality\nCustomers experiencing more than 5 unplanned disruptions in a rolling 12-month period\nTarget\nResult\n1 July 2025 to 31 December 2025\n<450\n273\n1 July 2024 to 30 June 2025\n<450\n137\n1 July 2023 to 30 June 2024\n<450\n184\nThe total number of customers experiencing more than 5 disruptions to their services remains well within target at the midway point of the 2025–26.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Water saved through\ndigital detection of network leaks\nVolumes in megalitres (from network leaks)\nTarget\nResult\n1 July 2025 to 31 Decemmber 2025\n497\n262\n1 July 2024 to 30 June 2025\n298\n396\n1 July 2023 to 30 June 2024\n0\n140\nThe volume of water saved through digital detection of network leaks is slightly higher than half the annual target at the midway point of the year.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Customer savings through\nrepair of property leaks detected by digital meters\nDollars in millions\nTarget\nResult\n1 July 2025 to 31 Decemeber 2025\n$3.5m\n$4.2m\n1 July 2024 to 30 June 2025\n$2.9m\n$3.9m\nJuly 2023 to 30 June 2024\n$1.1m\n$2.9m\nWe’re pleased to report savings realised by customers continue to exceed targets following the strong result in 2024–25.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n\n### Strategic Priorities\n\n- Submit feedback\nSend us a\ncomplaint\nSubmit a complaint\nGeneral enquiries\nby phone\nCall 131 694\nNominate a representative or\nsupport person\nCall 13 18 51\nPriority Plumbing\n1300 760 306\n(8 am - 5 pm, Monday - Friday)\nPropertyConnect\n1300 390 376\n(9 am – 5 pm, Monday - Friday)\nSubmit plumbing or development applications online 24/7 at\nPropertyConnect\nMail\nPO Box 2268\nSEAFORD, VIC 3198\nInterpreter services\n03 9209 0130\nAll languages\nOverseas account enquires\n(+61) 3 9101 5601\n(8am  - 6pm, Monday-Friday)\nNational Relay Service\n13 36 77\n(ask for 13 18 51) TTY users\n  Source: `pages/contact.html (https://southeastwater.com.au/contact-us/)`\n- Meet safe\ndrinking water standards\nNumber of non-compliances to the Safe Drinking Water Act (sampling and water audit)\nTarget\nResult\n1 July 2025 to 31 December 2025\n0\n0\n1 July 2024 to 30 June 2025\n0\n0\n1 July 2023 to 30 June 2024\n0\n0\nOur extensive water sampling and audit program hasn’t identified any non-compliances with the drinking water standards in the first half of the 2025–26 year.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Multiple unplanned disruptions\nwater, sewer and water quality\nCustomers experiencing more than 5 unplanned disruptions in a rolling 12-month period\nTarget\nResult\n1 July 2025 to 31 December 2025\n<450\n273\n1 July 2024 to 30 June 2025\n<450\n137\n1 July 2023 to 30 June 2024\n<450\n184\nThe total number of customers experiencing more than 5 disruptions to their services remains well within target at the midway point of the 2025–26.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Water saved through\ndigital detection of network leaks\nVolumes in megalitres (from network leaks)\nTarget\nResult\n1 July 2025 to 31 Decemmber 2025\n497\n262\n1 July 2024 to 30 June 2025\n298\n396\n1 July 2023 to 30 June 2024\n0\n140\nThe volume of water saved through digital detection of network leaks is slightly higher than half the annual target at the midway point of the year.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Customer savings through\nrepair of property leaks detected by digital meters\nDollars in millions\nTarget\nResult\n1 July 2025 to 31 Decemeber 2025\n$3.5m\n$4.2m\n1 July 2024 to 30 June 2025\n$2.9m\n$3.9m\nJuly 2023 to 30 June 2024\n$1.1m\n$2.9m\nWe’re pleased to report savings realised by customers continue to exceed targets following the strong result in 2024–25.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Customers notified of\nunplanned water supply disruptions\nAs a percentage of total customers affected\nTarget\nResult\n1 July 2025 to 31 December 2025\n79.5%\n80%\n1 July 2024 to 30 June 2025\n79%\n80%\n1 July 2023 to 30 June 2024\n72%\n79%\nWe remain on target for the number of customers we provide advance warning and ongoing updates to around water supply interruptions.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Water knowledge\nof South East Water customers\nOverall percentage based on 9 or more correct responses to 11 water literacy statements\nTarget\nResult\n1 July 2024 to 30 June 2025\n29.5%\n34%\n1 July 2023 to 30 June 2024\n29%\n35%\nReported annually\nN/A\nN/A\nWe currently report the water literacy of our service area annually and is therefore not included or considered in the mid-year results.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Roll out of\ndigital water meters\nPercentage of existing properties upgraded\nTarget\nResult\n1 July 2025 to 31 December 2025\n41%\n25%\n1 July 2024 to 30 June 2025\n19%\n18%\n1 July 2023 to 30 June 2024\n17%\n10.6%\nProgress against the reprofiled digital meter rollout targets has been slower than anticipated over the first 6 months, however, has seen a further 7% of our network upgraded and 10,000 meters exchanged per month.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Numbers of\ncustomers supported\nCustomers receiving financial or payment assistance\nTarget\nResult\n1 July 2025 to 31 December 2025\n10,000\n10,989\n1 July 2024 to 30 June 2025\n10,000\n16,611\n1 July 2023 to 30 June 2024\n10,000\n18,245\nWe’re pleased to have already provided support to more customers than we originally forecast for the entire 2025-26 year, reinforcing our ongoing focus on customers that require additional help and support.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Customers with outstanding bills who\nhave taken-up financial or payment assistance\nPercentage of customers with arrears older than 90 days who have taken-up support\nTarget\nResult\n1 July 2025 to 31 December 2025\n51%\n45%\n1 July 2024 to 30 June 2025\n49%\n43%\n1 July 2023 to 30 June 2024\n47%\n31%\nThe recommencement of escalated recovery action including the use of restriction devices remains the single largest driver for the increase in customers that have chosen to ‘take up’ financial or payment support.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n\n## KPIs, Targets, and Where They Are At\n\n- Community trust\nin South East Water\nOverall trust based on scores of 7 and above from Brandtracker surveys\nTarget\nResult\n1 July 2025 to 31 December 2025\n69%\n89%\n1 July 2024 to 30 June 2025\n68.5%\n79%\n1 July 2023 to 30 June 2024\n68%\n77%\nOur community trust measure is sitting well above target and ten per cent higher than the 2024-25 end of year result which is encouraging.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Meet safe\ndrinking water standards\nNumber of non-compliances to the Safe Drinking Water Act (sampling and water audit)\nTarget\nResult\n1 July 2025 to 31 December 2025\n0\n0\n1 July 2024 to 30 June 2025\n0\n0\n1 July 2023 to 30 June 2024\n0\n0\nOur extensive water sampling and audit program hasn’t identified any non-compliances with the drinking water standards in the first half of the 2025–26 year.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Multiple unplanned disruptions\nwater, sewer and water quality\nCustomers experiencing more than 5 unplanned disruptions in a rolling 12-month period\nTarget\nResult\n1 July 2025 to 31 December 2025\n<450\n273\n1 July 2024 to 30 June 2025\n<450\n137\n1 July 2023 to 30 June 2024\n<450\n184\nThe total number of customers experiencing more than 5 disruptions to their services remains well within target at the midway point of the 2025–26.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Water saved through\ndigital detection of network leaks\nVolumes in megalitres (from network leaks)\nTarget\nResult\n1 July 2025 to 31 Decemmber 2025\n497\n262\n1 July 2024 to 30 June 2025\n298\n396\n1 July 2023 to 30 June 2024\n0\n140\nThe volume of water saved through digital detection of network leaks is slightly higher than half the annual target at the midway point of the year.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Customer savings through\nrepair of property leaks detected by digital meters\nDollars in millions\nTarget\nResult\n1 July 2025 to 31 Decemeber 2025\n$3.5m\n$4.2m\n1 July 2024 to 30 June 2025\n$2.9m\n$3.9m\nJuly 2023 to 30 June 2024\n$1.1m\n$2.9m\nWe’re pleased to report savings realised by customers continue to exceed targets following the strong result in 2024–25.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Customers notified of\nunplanned water supply disruptions\nAs a percentage of total customers affected\nTarget\nResult\n1 July 2025 to 31 December 2025\n79.5%\n80%\n1 July 2024 to 30 June 2025\n79%\n80%\n1 July 2023 to 30 June 2024\n72%\n79%\nWe remain on target for the number of customers we provide advance warning and ongoing updates to around water supply interruptions.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Water knowledge\nof South East Water customers\nOverall percentage based on 9 or more correct responses to 11 water literacy statements\nTarget\nResult\n1 July 2024 to 30 June 2025\n29.5%\n34%\n1 July 2023 to 30 June 2024\n29%\n35%\nReported annually\nN/A\nN/A\nWe currently report the water literacy of our service area annually and is therefore not included or considered in the mid-year results.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Roll out of\ndigital water meters\nPercentage of existing properties upgraded\nTarget\nResult\n1 July 2025 to 31 December 2025\n41%\n25%\n1 July 2024 to 30 June 2025\n19%\n18%\n1 July 2023 to 30 June 2024\n17%\n10.6%\nProgress against the reprofiled digital meter rollout targets has been slower than anticipated over the first 6 months, however, has seen a further 7% of our network upgraded and 10,000 meters exchanged per month.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Numbers of\ncustomers supported\nCustomers receiving financial or payment assistance\nTarget\nResult\n1 July 2025 to 31 December 2025\n10,000\n10,989\n1 July 2024 to 30 June 2025\n10,000\n16,611\n1 July 2023 to 30 June 2024\n10,000\n18,245\nWe’re pleased to have already provided support to more customers than we originally forecast for the entire 2025-26 year, reinforcing our ongoing focus on customers that require additional help and support.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Customers with outstanding bills who\nhave taken-up financial or payment assistance\nPercentage of customers with arrears older than 90 days who have taken-up support\nTarget\nResult\n1 July 2025 to 31 December 2025\n51%\n45%\n1 July 2024 to 30 June 2025\n49%\n43%\n1 July 2023 to 30 June 2024\n47%\n31%\nThe recommencement of escalated recovery action including the use of restriction devices remains the single largest driver for the increase in customers that have chosen to ‘take up’ financial or payment support.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Total inbound\ncustomer contacts\nCalls, portal, web and email enquiries per 100 customers\nTarget\nResult\n1 July 2025 to 31 December 2025\n61\n21\n1 July 2024 to 30 June 2025\n62\n58\n1 July 2023 to 30 June 2024\n63\n62\nThe total number of contacts per 100 customers is on track to see another year of overall reduction and remain well within target.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Customer satisfaction\nwith South East Water\nOverall satisfaction based on scores of 7 and above in post interaction customer surveys\nTarget\nResult\n1 June 2025 to 31 December 2025\n69%\n78%\n1 June 2024 to 30 June 2025\n68.5%\n80%\n1 June 2023 to 30 June 2024\n68%\n77%\nCustomer satisfaction with South East Water, while below the same time last year, remains within target and on track to achieve the year-end result.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Billing and prices\nenquiries received\nRequests for information relating to billing or pricing matters per 100 customers\nTarget\nResult\n1 July 2025 to 31 December 2025\n6.4\n4.24\n1 July 2024 to 30 June 2025\n6.6\n5.2\n1 July 2023 to 30 June 2024\n6.8\n5.5\nThe number of customers making contact to discuss matters relating to charges for our services remains within target at the halfway point of the year.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Net greenhouse\ngas emissions (tCO2e)\nNet position determined including offsets purchased based on the NGERS reporting framework\nTarget\nResult\n1 July 2024 to 30 June 2025\n23,016\n13,454\n1 July 2023 to 30 June 2024\n28,439\n21,042\nReported annually\nN/A\nN/A\nOur total net greenhouse emissions reporting is finalised in October each year and therefore we haven’t included or considered these figures in this mid-year assessment and report.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n\n## Key Metrics\n\n| Values found | Evidence | Source |\n|---|---|---|\n| $3.5m, $4.2m, $2.9m, $3.9m, $1.1m | Customer savings through\nrepair of property leaks detected by digital meters\nDollars in millions\nTarget\nResult\n1 July 2025 to 31 Decemeber 2025\n$3.5m\n$4.2m\n1 July 2024 to 30 June 2025\n$2.9m\n$3.9m\nJuly 2023 to 30 June 2024\n$1.1m\n$2.9m\nWe’re pleased to report savings realised by customers continue to exceed targets following the strong result in 2024–25. | `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)` |\n| $60 | We’ll give a $60 rebate to residential and commercial customers who experience:\nwe don’t give you a minimum of 2 business days' notice of any planned water supply interruption impacting your property\nwe turn your water off for more than 5 hours\nyou experience more than 5 unplanned disruptions to services (water, sewer and water quality) in any 12-month period impacting your property\nyou experience more than 2 unplanned sewerage interruptions duri | `pages/strategies-index__04.html (https://southeastwater.com.au/about-us/our-strategy/our-service-guarantees/)` |\n| $3.5m, $4.2m, $2.9m, $3.9m, $1.1m | Customer savings through\nrepair of property leaks detected by digital meters\nDollars in millions\nTarget\nResult\n1 July 2025 to 31 Decemeber 2025\n$3.5m\n$4.2m\n1 July 2024 to 30 June 2025\n$2.9m\n$3.9m\nJuly 2023 to 30 June 2024\n$1.1m\n$2.9m\nWe’re pleased to report savings realised by customers continue to exceed targets following the strong result in 2024–25. | `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)` |\n\n## Key Achievements\n\n- Gender Equality Action Plan Progress Report 2021-23\nGender Equality Action Plan Progress Report 2021-23 impact assessment\nAlso see:\nOur\nGender Equality Action Plan\nOur progress overall\nOur GEAP is due to be completed by 30 June 2025 and has 38 actions.\n  Source: `pages/strategies-index__02.html (https://southeastwater.com.au/about-us/our-strategy/reports-strategies-and-plans/)`\n- Roll out of\ndigital water meters\nPercentage of existing properties upgraded\nTarget\nResult\n1 July 2025 to 31 December 2025\n41%\n25%\n1 July 2024 to 30 June 2025\n19%\n18%\n1 July 2023 to 30 June 2024\n17%\n10.6%\nProgress against the reprofiled digital meter rollout targets has been slower than anticipated over the first 6 months, however, has seen a further 7% of our network upgraded and 10,000 meters exchanged per month.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- 2024-25 Annual Water Quality report\n2023-24 Annual Water Quality report\n2022-23 Annual Water Quality report\n2021-22 Annual Water Quality report\nGender Equality Action Plan Progress reports\nAt South East Water, we’re committed to building an inclusive workplace that reflects the diversity of our community and our customers.\n  Source: `pages/strategies-index__02.html (https://southeastwater.com.au/about-us/our-strategy/reports-strategies-and-plans/)`\n- Submit feedback\nSend us a\ncomplaint\nSubmit a complaint\nGeneral enquiries\nby phone\nCall 131 694\nNominate a representative or\nsupport person\nCall 13 18 51\nPriority Plumbing\n1300 760 306\n(8 am - 5 pm, Monday - Friday)\nPropertyConnect\n1300 390 376\n(9 am – 5 pm, Monday - Friday)\nSubmit plumbing or development applications online 24/7 at\nPropertyConnect\nMail\nPO Box 2268\nSEAFORD, VIC 3198\nInterpreter services\n03 9209 0130\nAll languages\nOverseas account enquires\n(+61) 3 9101 5601\n(8am  - 6pm, Monday-Friday)\nNational Relay Service\n13 36 77\n(ask for 13 18 51) TTY users\n  Source: `pages/contact.html (https://southeastwater.com.au/contact-us/)`\n- South East Water recognised at VIC operator awards\n27 April 2026\nSouth East Water has been recognised at the Victorian Water Industry Operators Association (WIOA) Awards winning Network Operator of the Year and named a finalist for New Operator of the Year.\n© ©Hilton Stone 2026\n​​Big boost for Bentleigh and Noble Park’s sewer network​\n23 April 2026\nSouth East Water has completed major sewer works across Bentleigh and Noble Park this month to boost capacity for Glen Eira and Greater Dandenong's growing populations.\n  Source: `pages/homepage.html (https://southeastwater.com.au/)`\n- Half-way through we’ve successfully completed 9 actions, with 22 in-progress and are on track for completion by the due date. ​Four actions have been re-evaluated resulting in them being void/cancelled.\n  Source: `pages/strategies-index__02.html (https://southeastwater.com.au/about-us/our-strategy/reports-strategies-and-plans/)`\n- Meet safe\ndrinking water standards\nNumber of non-compliances to the Safe Drinking Water Act (sampling and water audit)\nTarget\nResult\n1 July 2025 to 31 December 2025\n0\n0\n1 July 2024 to 30 June 2025\n0\n0\n1 July 2023 to 30 June 2024\n0\n0\nOur extensive water sampling and audit program hasn’t identified any non-compliances with the drinking water standards in the first half of the 2025–26 year.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Multiple unplanned disruptions\nwater, sewer and water quality\nCustomers experiencing more than 5 unplanned disruptions in a rolling 12-month period\nTarget\nResult\n1 July 2025 to 31 December 2025\n<450\n273\n1 July 2024 to 30 June 2025\n<450\n137\n1 July 2023 to 30 June 2024\n<450\n184\nThe total number of customers experiencing more than 5 disruptions to their services remains well within target at the midway point of the 2025–26.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Water saved through\ndigital detection of network leaks\nVolumes in megalitres (from network leaks)\nTarget\nResult\n1 July 2025 to 31 Decemmber 2025\n497\n262\n1 July 2024 to 30 June 2025\n298\n396\n1 July 2023 to 30 June 2024\n0\n140\nThe volume of water saved through digital detection of network leaks is slightly higher than half the annual target at the midway point of the year.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Customer savings through\nrepair of property leaks detected by digital meters\nDollars in millions\nTarget\nResult\n1 July 2025 to 31 Decemeber 2025\n$3.5m\n$4.2m\n1 July 2024 to 30 June 2025\n$2.9m\n$3.9m\nJuly 2023 to 30 June 2024\n$1.1m\n$2.9m\nWe’re pleased to report savings realised by customers continue to exceed targets following the strong result in 2024–25.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Customers notified of\nunplanned water supply disruptions\nAs a percentage of total customers affected\nTarget\nResult\n1 July 2025 to 31 December 2025\n79.5%\n80%\n1 July 2024 to 30 June 2025\n79%\n80%\n1 July 2023 to 30 June 2024\n72%\n79%\nWe remain on target for the number of customers we provide advance warning and ongoing updates to around water supply interruptions.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Water knowledge\nof South East Water customers\nOverall percentage based on 9 or more correct responses to 11 water literacy statements\nTarget\nResult\n1 July 2024 to 30 June 2025\n29.5%\n34%\n1 July 2023 to 30 June 2024\n29%\n35%\nReported annually\nN/A\nN/A\nWe currently report the water literacy of our service area annually and is therefore not included or considered in the mid-year results.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n\n## Key Issues, Risks, and Recommendations\n\n- Meet safe\ndrinking water standards\nNumber of non-compliances to the Safe Drinking Water Act (sampling and water audit)\nTarget\nResult\n1 July 2025 to 31 December 2025\n0\n0\n1 July 2024 to 30 June 2025\n0\n0\n1 July 2023 to 30 June 2024\n0\n0\nOur extensive water sampling and audit program hasn’t identified any non-compliances with the drinking water standards in the first half of the 2025–26 year.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Submit feedback\nSend us a\ncomplaint\nSubmit a complaint\nGeneral enquiries\nby phone\nCall 131 694\nNominate a representative or\nsupport person\nCall 13 18 51\nPriority Plumbing\n1300 760 306\n(8 am - 5 pm, Monday - Friday)\nPropertyConnect\n1300 390 376\n(9 am – 5 pm, Monday - Friday)\nSubmit plumbing or development applications online 24/7 at\nPropertyConnect\nMail\nPO Box 2268\nSEAFORD, VIC 3198\nInterpreter services\n03 9209 0130\nAll languages\nOverseas account enquires\n(+61) 3 9101 5601\n(8am  - 6pm, Monday-Friday)\nNational Relay Service\n13 36 77\n(ask for 13 18 51) TTY users\n  Source: `pages/contact.html (https://southeastwater.com.au/contact-us/)`\n- Multiple unplanned disruptions\nwater, sewer and water quality\nCustomers experiencing more than 5 unplanned disruptions in a rolling 12-month period\nTarget\nResult\n1 July 2025 to 31 December 2025\n<450\n273\n1 July 2024 to 30 June 2025\n<450\n137\n1 July 2023 to 30 June 2024\n<450\n184\nThe total number of customers experiencing more than 5 disruptions to their services remains well within target at the midway point of the 2025–26.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Water saved through\ndigital detection of network leaks\nVolumes in megalitres (from network leaks)\nTarget\nResult\n1 July 2025 to 31 Decemmber 2025\n497\n262\n1 July 2024 to 30 June 2025\n298\n396\n1 July 2023 to 30 June 2024\n0\n140\nThe volume of water saved through digital detection of network leaks is slightly higher than half the annual target at the midway point of the year.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Customer savings through\nrepair of property leaks detected by digital meters\nDollars in millions\nTarget\nResult\n1 July 2025 to 31 Decemeber 2025\n$3.5m\n$4.2m\n1 July 2024 to 30 June 2025\n$2.9m\n$3.9m\nJuly 2023 to 30 June 2024\n$1.1m\n$2.9m\nWe’re pleased to report savings realised by customers continue to exceed targets following the strong result in 2024–25.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Customers notified of\nunplanned water supply disruptions\nAs a percentage of total customers affected\nTarget\nResult\n1 July 2025 to 31 December 2025\n79.5%\n80%\n1 July 2024 to 30 June 2025\n79%\n80%\n1 July 2023 to 30 June 2024\n72%\n79%\nWe remain on target for the number of customers we provide advance warning and ongoing updates to around water supply interruptions.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Water knowledge\nof South East Water customers\nOverall percentage based on 9 or more correct responses to 11 water literacy statements\nTarget\nResult\n1 July 2024 to 30 June 2025\n29.5%\n34%\n1 July 2023 to 30 June 2024\n29%\n35%\nReported annually\nN/A\nN/A\nWe currently report the water literacy of our service area annually and is therefore not included or considered in the mid-year results.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Roll out of\ndigital water meters\nPercentage of existing properties upgraded\nTarget\nResult\n1 July 2025 to 31 December 2025\n41%\n25%\n1 July 2024 to 30 June 2025\n19%\n18%\n1 July 2023 to 30 June 2024\n17%\n10.6%\nProgress against the reprofiled digital meter rollout targets has been slower than anticipated over the first 6 months, however, has seen a further 7% of our network upgraded and 10,000 meters exchanged per month.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Numbers of\ncustomers supported\nCustomers receiving financial or payment assistance\nTarget\nResult\n1 July 2025 to 31 December 2025\n10,000\n10,989\n1 July 2024 to 30 June 2025\n10,000\n16,611\n1 July 2023 to 30 June 2024\n10,000\n18,245\nWe’re pleased to have already provided support to more customers than we originally forecast for the entire 2025-26 year, reinforcing our ongoing focus on customers that require additional help and support.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Customers with outstanding bills who\nhave taken-up financial or payment assistance\nPercentage of customers with arrears older than 90 days who have taken-up support\nTarget\nResult\n1 July 2025 to 31 December 2025\n51%\n45%\n1 July 2024 to 30 June 2025\n49%\n43%\n1 July 2023 to 30 June 2024\n47%\n31%\nThe recommencement of escalated recovery action including the use of restriction devices remains the single largest driver for the increase in customers that have chosen to ‘take up’ financial or payment support.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Total inbound\ncustomer contacts\nCalls, portal, web and email enquiries per 100 customers\nTarget\nResult\n1 July 2025 to 31 December 2025\n61\n21\n1 July 2024 to 30 June 2025\n62\n58\n1 July 2023 to 30 June 2024\n63\n62\nThe total number of contacts per 100 customers is on track to see another year of overall reduction and remain well within target.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Customer satisfaction\nwith South East Water\nOverall satisfaction based on scores of 7 and above in post interaction customer surveys\nTarget\nResult\n1 June 2025 to 31 December 2025\n69%\n78%\n1 June 2024 to 30 June 2025\n68.5%\n80%\n1 June 2023 to 30 June 2024\n68%\n77%\nCustomer satisfaction with South East Water, while below the same time last year, remains within target and on track to achieve the year-end result.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Billing and prices\nenquiries received\nRequests for information relating to billing or pricing matters per 100 customers\nTarget\nResult\n1 July 2025 to 31 December 2025\n6.4\n4.24\n1 July 2024 to 30 June 2025\n6.6\n5.2\n1 July 2023 to 30 June 2024\n6.8\n5.5\nThe number of customers making contact to discuss matters relating to charges for our services remains within target at the halfway point of the year.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Community trust\nin South East Water\nOverall trust based on scores of 7 and above from Brandtracker surveys\nTarget\nResult\n1 July 2025 to 31 December 2025\n69%\n89%\n1 July 2024 to 30 June 2025\n68.5%\n79%\n1 July 2023 to 30 June 2024\n68%\n77%\nOur community trust measure is sitting well above target and ten per cent higher than the 2024-25 end of year result which is encouraging.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n\n## Corporate Values and Operating Culture\n\n- Submit feedback\nSend us a\ncomplaint\nSubmit a complaint\nGeneral enquiries\nby phone\nCall 131 694\nNominate a representative or\nsupport person\nCall 13 18 51\nPriority Plumbing\n1300 760 306\n(8 am - 5 pm, Monday - Friday)\nPropertyConnect\n1300 390 376\n(9 am – 5 pm, Monday - Friday)\nSubmit plumbing or development applications online 24/7 at\nPropertyConnect\nMail\nPO Box 2268\nSEAFORD, VIC 3198\nInterpreter services\n03 9209 0130\nAll languages\nOverseas account enquires\n(+61) 3 9101 5601\n(8am  - 6pm, Monday-Friday)\nNational Relay Service\n13 36 77\n(ask for 13 18 51) TTY users\n  Source: `pages/contact.html (https://southeastwater.com.au/contact-us/)`\n- Water knowledge\nof South East Water customers\nOverall percentage based on 9 or more correct responses to 11 water literacy statements\nTarget\nResult\n1 July 2024 to 30 June 2025\n29.5%\n34%\n1 July 2023 to 30 June 2024\n29%\n35%\nReported annually\nN/A\nN/A\nWe currently report the water literacy of our service area annually and is therefore not included or considered in the mid-year results.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- We’ll give a $60 rebate to residential and commercial customers who experience:\nwe don’t give you a minimum of 2 business days' notice of any planned water supply interruption impacting your property\nwe turn your water off for more than 5 hours\nyou experience more than 5 unplanned disruptions to services (water, sewer and water quality) in any 12-month period impacting your property\nyou experience more than 2 unplanned sewerage interruptions during any 12- month period at your property\nyour sewerage service is interrupted for more than 4 hours.\n  Source: `pages/strategies-index__04.html (https://southeastwater.com.au/about-us/our-strategy/our-service-guarantees/)`\n- Meet safe\ndrinking water standards\nNumber of non-compliances to the Safe Drinking Water Act (sampling and water audit)\nTarget\nResult\n1 July 2025 to 31 December 2025\n0\n0\n1 July 2024 to 30 June 2025\n0\n0\n1 July 2023 to 30 June 2024\n0\n0\nOur extensive water sampling and audit program hasn’t identified any non-compliances with the drinking water standards in the first half of the 2025–26 year.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Multiple unplanned disruptions\nwater, sewer and water quality\nCustomers experiencing more than 5 unplanned disruptions in a rolling 12-month period\nTarget\nResult\n1 July 2025 to 31 December 2025\n<450\n273\n1 July 2024 to 30 June 2025\n<450\n137\n1 July 2023 to 30 June 2024\n<450\n184\nThe total number of customers experiencing more than 5 disruptions to their services remains well within target at the midway point of the 2025–26.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Water saved through\ndigital detection of network leaks\nVolumes in megalitres (from network leaks)\nTarget\nResult\n1 July 2025 to 31 Decemmber 2025\n497\n262\n1 July 2024 to 30 June 2025\n298\n396\n1 July 2023 to 30 June 2024\n0\n140\nThe volume of water saved through digital detection of network leaks is slightly higher than half the annual target at the midway point of the year.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Customer savings through\nrepair of property leaks detected by digital meters\nDollars in millions\nTarget\nResult\n1 July 2025 to 31 Decemeber 2025\n$3.5m\n$4.2m\n1 July 2024 to 30 June 2025\n$2.9m\n$3.9m\nJuly 2023 to 30 June 2024\n$1.1m\n$2.9m\nWe’re pleased to report savings realised by customers continue to exceed targets following the strong result in 2024–25.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n- Customers notified of\nunplanned water supply disruptions\nAs a percentage of total customers affected\nTarget\nResult\n1 July 2025 to 31 December 2025\n79.5%\n80%\n1 July 2024 to 30 June 2025\n79%\n80%\n1 July 2023 to 30 June 2024\n72%\n79%\nWe remain on target for the number of customers we provide advance warning and ongoing updates to around water supply interruptions.\n  Source: `pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)`\n\n## Global Ideas and Case Study Inputs\n\n_No global-intelligence source text found yet. Run `CLAUDE/global-ideas-scraper.py <entity>` to populate case-study sources._\n\n## Source Artifacts Used\n\n- `pages/about.html` - pages - https://southeastwater.com.au/water-waste-and-environment/learn-about-water/\n- `pages/announcements-index.html` - pages - https://southeastwater.com.au/faults-and-works/responsibilities/reinstatement/\n- `pages/announcements-index__08.html` - pages - https://southeastwater.com.au/faults-and-works/responsibilities/reinstatement/\n- `pages/contact.html` - pages - https://southeastwater.com.au/contact-us/\n- `pages/homepage.html` - pages - https://southeastwater.com.au/\n- `pages/leadership.html` - pages - https://southeastwater.com.au/about-us/who-we-are/our-executive-team/\n- `pages/news-latest.html` - pages - https://southeastwater.com.au/about-us/news/\n- `pages/strategies-index.html` - pages - https://southeastwater.com.au/about-us/our-strategy/\n- `pages/strategies-index__00.html` - pages - https://southeastwater.com.au/about-us/our-strategy/\n- `pages/strategies-index__01.html` - pages - https://southeastwater.com.au/accounts-and-billing/water-meters/digital-meters/\n- `pages/strategies-index__02.html` - pages - https://southeastwater.com.au/about-us/our-strategy/reports-strategies-and-plans/\n- `pages/strategies-index__03.html` - pages - https://southeastwater.com.au/about-us/our-strategy/safety-commitment/\n- `pages/strategies-index__04.html` - pages - https://southeastwater.com.au/about-us/our-strategy/our-service-guarantees/\n- `pages/strategies-index__05.html` - pages - https://southeastwater.com.au/about-us/our-strategy/our-performance/\n- `pages/strategies-index__06.html` - pages - https://southeastwater.com.au/about-us/our-strategy/our-vision/\n- `pages/strategies-index__07.html` - pages - https://southeastwater.com.au/about-us/our-strategy/price-submission/\n- `pages/taskforces-index.html` - pages - https://southeastwater.com.au/about-us/community/customer-and-community-advisory-council/\n\n## Gaps To Fix\n\n- No corporate plan text source found.\n- No annual report text source found.\n- No global comparison/case-study sources found.",
  "legislation_md": "# South East Water Corporation - Acts and Legislation Discovery\n\n**Generated at**: 2026-05-09T21:32:47.882388+00:00\n**Entity ID**: S-VIC-071\n**Jurisdiction**: Victoria\n**Portfolio**: \n\n> This is an evidence-based discovery list from scraped department material. A mention does not always mean the department administers the legislation; high-confidence and official register links should be reviewed.\n\n## Summary\n\n- Source files scanned: 17\n- Unique legislation references found: 2\n\n| Type | Count |\n|---|---:|\n| Act | 1 |\n| Regulation | 1 |\n\n## Legislation References\n\n### Safe Drinking Water Act 2003\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Safe+Drinking+Water+Act+2003\n\n**Sources**:\n- `pages/strategies-index__02.html`\n\n**Evidence contexts**:\n- nnual Report\n2020-21 Annual Report\n2019-20 Annual Report\nIf you need to access a previous year’s report please\ncontact us\n.\nWater quality reports\nWe produce an annual drinking water quality report, which details our performance against the requirements of the Safe Drinking Water Act 2003, Safe Drinking Water Regulations 2015 and the Australian Drinking Water Guidelines 2011 (ADWG).\n2024-25 Annual Water Quality report\n2023-24 Annual Water Quality report\n2022-23 Annual Water Quality report\n2021-22 Annual Water Quality report\nGender Equality Act\n  Source: `pages/strategies-index__02.html`\n\n### Safe Drinking Water Regulations 2015\n\n**Type**: Regulation\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Safe+Drinking+Water+Regulations+2015\n\n**Sources**:\n- `pages/strategies-index__02.html`\n\n**Evidence contexts**:\n- port\n2019-20 Annual Report\nIf you need to access a previous year’s report please\ncontact us\n.\nWater quality reports\nWe produce an annual drinking water quality report, which details our performance against the requirements of the Safe Drinking Water Act 2003, Safe Drinking Water Regulations 2015 and the Australian Drinking Water Guidelines 2011 (ADWG).\n2024-25 Annual Water Quality report\n2023-24 Annual Water Quality report\n2022-23 Annual Water Quality report\n2021-22 Annual Water Quality report\nGender Equality Action Plan Progress reports\nAt South Eas\n  Source: `pages/strategies-index__02.html`\n\n## Files Scanned\n\n- `pages/about.html` (page)\n- `pages/announcements-index.html` (page)\n- `pages/announcements-index__08.html` (page)\n- `pages/contact.html` (page)\n- `pages/homepage.html` (page)\n- `pages/leadership.html` (page)\n- `pages/news-latest.html` (page)\n- `pages/strategies-index.html` (page)\n- `pages/strategies-index__00.html` (page)\n- `pages/strategies-index__01.html` (page)\n- `pages/strategies-index__02.html` (page)\n- `pages/strategies-index__03.html` (page)\n- `pages/strategies-index__04.html` (page)\n- `pages/strategies-index__05.html` (page)\n- `pages/strategies-index__06.html` (page)\n- `pages/strategies-index__07.html` (page)\n- `pages/taskforces-index.html` (page)",
  "global_initiatives_md": null,
  "strategy": null,
  "ideas": [
    {
      "entity_id": "S-VIC-071",
      "entity_name": "South East Water Corporation",
      "folder_name": "South-East-Water-Corporation",
      "category": "Citizen Services",
      "scale": "small",
      "title": "Plain-language service pages and proactive status updates",
      "idea": "Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.",
      "quote": "Numbers of\ncustomers supported\nCustomers receiving financial or payment assistance\nTarget\nResult\n1 July 2025 to 31 December 2025\n10,000\n10,989\n1 July 2024 to 30 June 2025\n10,000\n16,611\n1 July 2023 to 30 June 2024\n10,000\n18,245\nWe’re pleased to have already provided support to more customers than we originally forecast for the entire 2025-26 year, reinforcing our ongoing focus on customers that require additional help and support.",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "Citizens / service users",
      "source": "pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)",
      "implementation": [
        "Pick one high-volume process or document family.",
        "Name an owner and baseline current volume, time, cost, and satisfaction.",
        "Run a 4-8 week pilot with clear before/after metrics.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Digital exclusion",
        "Low public trust if feedback is not acted on"
      ]
    },
    {
      "entity_id": "S-VIC-071",
      "entity_name": "South East Water Corporation",
      "folder_name": "South-East-Water-Corporation",
      "category": "Citizen Services",
      "scale": "large",
      "title": "Single front door for life-event based services",
      "idea": "Bundle services around life events so citizens can complete related steps across agencies in one journey.",
      "quote": "Numbers of\ncustomers supported\nCustomers receiving financial or payment assistance\nTarget\nResult\n1 July 2025 to 31 December 2025\n10,000\n10,989\n1 July 2024 to 30 June 2025\n10,000\n16,611\n1 July 2023 to 30 June 2024\n10,000\n18,245\nWe’re pleased to have already provided support to more customers than we originally forecast for the entire 2025-26 year, reinforcing our ongoing focus on customers that require additional help and support.",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "Citizens / service users",
      "source": "pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)",
      "implementation": [
        "Create a senior responsible owner and cross-functional delivery team.",
        "Map legislation, data, privacy, procurement, cyber, and workforce constraints.",
        "Co-design with users and frontline staff before technology selection.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Digital exclusion",
        "Low public trust if feedback is not acted on"
      ]
    },
    {
      "entity_id": "S-VIC-071",
      "entity_name": "South East Water Corporation",
      "folder_name": "South-East-Water-Corporation",
      "category": "Data & Performance",
      "scale": "small",
      "title": "KPI evidence register with named owners",
      "idea": "Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.",
      "quote": "Community trust\nin South East Water\nOverall trust based on scores of 7 and above from Brandtracker surveys\nTarget\nResult\n1 July 2025 to 31 December 2025\n69%\n89%\n1 July 2024 to 30 June 2025\n68.5%\n79%\n1 July 2023 to 30 June 2024\n68%\n77%\nOur community trust measure is sitting well above target and ten per cent higher than the 2024-25 end of year result which is encouraging.",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "Executives / Parliament / public",
      "source": "pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)",
      "implementation": [
        "Pick one high-volume process or document family.",
        "Name an owner and baseline current volume, time, cost, and satisfaction.",
        "Run a 4-8 week pilot with clear before/after metrics.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability"
      ]
    },
    {
      "entity_id": "S-VIC-071",
      "entity_name": "South East Water Corporation",
      "folder_name": "South-East-Water-Corporation",
      "category": "Data & Performance",
      "scale": "large",
      "title": "Outcome dashboard linking budget, delivery, and public impact",
      "idea": "Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.",
      "quote": "Community trust\nin South East Water\nOverall trust based on scores of 7 and above from Brandtracker surveys\nTarget\nResult\n1 July 2025 to 31 December 2025\n69%\n89%\n1 July 2024 to 30 June 2025\n68.5%\n79%\n1 July 2023 to 30 June 2024\n68%\n77%\nOur community trust measure is sitting well above target and ten per cent higher than the 2024-25 end of year result which is encouraging.",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "Executives / Parliament / public",
      "source": "pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)",
      "implementation": [
        "Create a senior responsible owner and cross-functional delivery team.",
        "Map legislation, data, privacy, procurement, cyber, and workforce constraints.",
        "Co-design with users and frontline staff before technology selection.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability"
      ]
    },
    {
      "entity_id": "S-VIC-071",
      "entity_name": "South East Water Corporation",
      "folder_name": "South-East-Water-Corporation",
      "category": "Regulation & Policy",
      "scale": "small",
      "title": "Regulatory burden scan for forms, guidance, and reporting",
      "idea": "Identify the top 10 highest-friction reporting obligations and simplify guidance, forms, or evidence requirements.",
      "quote": "Meet safe\ndrinking water standards\nNumber of non-compliances to the Safe Drinking Water Act (sampling and water audit)\nTarget\nResult\n1 July 2025 to 31 December 2025\n0\n0\n1 July 2024 to 30 June 2025\n0\n0\n1 July 2023 to 30 June 2024\n0\n0\nOur extensive water sampling and audit program hasn’t identified any non-compliances with the drinking water standards in the first half of the 2025–26 year.",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "Regulated entities / policy teams",
      "source": "pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)",
      "implementation": [
        "Pick one high-volume process or document family.",
        "Name an owner and baseline current volume, time, cost, and satisfaction.",
        "Run a 4-8 week pilot with clear before/after metrics.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Regulatory capture",
        "Over-automation of judgement"
      ]
    },
    {
      "entity_id": "S-VIC-071",
      "entity_name": "South East Water Corporation",
      "folder_name": "South-East-Water-Corporation",
      "category": "Regulation & Policy",
      "scale": "large",
      "title": "Adaptive regulation program with live feedback loops",
      "idea": "Create an adaptive regulation model using sandboxes, industry data, risk scoring, and regular rule updates.",
      "quote": "Meet safe\ndrinking water standards\nNumber of non-compliances to the Safe Drinking Water Act (sampling and water audit)\nTarget\nResult\n1 July 2025 to 31 December 2025\n0\n0\n1 July 2024 to 30 June 2025\n0\n0\n1 July 2023 to 30 June 2024\n0\n0\nOur extensive water sampling and audit program hasn’t identified any non-compliances with the drinking water standards in the first half of the 2025–26 year.",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "Regulated entities / policy teams",
      "source": "pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)",
      "implementation": [
        "Create a senior responsible owner and cross-functional delivery team.",
        "Map legislation, data, privacy, procurement, cyber, and workforce constraints.",
        "Co-design with users and frontline staff before technology selection.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Regulatory capture",
        "Over-automation of judgement"
      ]
    },
    {
      "entity_id": "S-VIC-071",
      "entity_name": "South East Water Corporation",
      "folder_name": "South-East-Water-Corporation",
      "category": "Citizen Participation",
      "scale": "small",
      "title": "Consultation feedback summaries with response tracking",
      "idea": "Summarise consultation submissions by theme and publish what changed in response.",
      "quote": "2024–25 Annual Report\n/\n2024–25 Consultancy expenditure\n2023-24 Annual Report\n/\n2023-24 Consultancy expenditure\n2022-23 Annual Report\n2021-22 Annual Report\n2020-21 Annual Report\n2019-20 Annual Report\nIf you need to access a previous year’s report please\ncontact us\n.",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "Citizens / stakeholders / policy teams",
      "source": "pages/strategies-index__02.html (https://southeastwater.com.au/about-us/our-strategy/reports-strategies-and-plans/)",
      "implementation": [
        "Pick one high-volume process or document family.",
        "Name an owner and baseline current volume, time, cost, and satisfaction.",
        "Run a 4-8 week pilot with clear before/after metrics.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Digital exclusion",
        "Low public trust if feedback is not acted on"
      ]
    },
    {
      "entity_id": "S-VIC-071",
      "entity_name": "South East Water Corporation",
      "folder_name": "South-East-Water-Corporation",
      "category": "Citizen Participation",
      "scale": "large",
      "title": "Always-on policy participation platform",
      "idea": "Create a standing participation platform where citizens and stakeholders can propose, vote, and track ideas.",
      "quote": "2024–25 Annual Report\n/\n2024–25 Consultancy expenditure\n2023-24 Annual Report\n/\n2023-24 Consultancy expenditure\n2022-23 Annual Report\n2021-22 Annual Report\n2020-21 Annual Report\n2019-20 Annual Report\nIf you need to access a previous year’s report please\ncontact us\n.",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "Citizens / stakeholders / policy teams",
      "source": "pages/strategies-index__02.html (https://southeastwater.com.au/about-us/our-strategy/reports-strategies-and-plans/)",
      "implementation": [
        "Create a senior responsible owner and cross-functional delivery team.",
        "Map legislation, data, privacy, procurement, cyber, and workforce constraints.",
        "Co-design with users and frontline staff before technology selection.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Digital exclusion",
        "Low public trust if feedback is not acted on"
      ]
    },
    {
      "entity_id": "S-VIC-071",
      "entity_name": "South East Water Corporation",
      "folder_name": "South-East-Water-Corporation",
      "category": "Risk & Assurance",
      "scale": "small",
      "title": "Recommendation tracker for audits, reviews, and inquiries",
      "idea": "Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.",
      "quote": "Meet safe\ndrinking water standards\nNumber of non-compliances to the Safe Drinking Water Act (sampling and water audit)\nTarget\nResult\n1 July 2025 to 31 December 2025\n0\n0\n1 July 2024 to 30 June 2025\n0\n0\n1 July 2023 to 30 June 2024\n0\n0\nOur extensive water sampling and audit program hasn’t identified any non-compliances with the drinking water standards in the first half of the 2025–26 year.",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "Executives / assurance teams",
      "source": "pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)",
      "implementation": [
        "Pick one high-volume process or document family.",
        "Name an owner and baseline current volume, time, cost, and satisfaction.",
        "Run a 4-8 week pilot with clear before/after metrics.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Regulatory capture",
        "Over-automation of judgement"
      ]
    },
    {
      "entity_id": "S-VIC-071",
      "entity_name": "South East Water Corporation",
      "folder_name": "South-East-Water-Corporation",
      "category": "Risk & Assurance",
      "scale": "large",
      "title": "Integrated assurance and lessons-learned system",
      "idea": "Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.",
      "quote": "Meet safe\ndrinking water standards\nNumber of non-compliances to the Safe Drinking Water Act (sampling and water audit)\nTarget\nResult\n1 July 2025 to 31 December 2025\n0\n0\n1 July 2024 to 30 June 2025\n0\n0\n1 July 2023 to 30 June 2024\n0\n0\nOur extensive water sampling and audit program hasn’t identified any non-compliances with the drinking water standards in the first half of the 2025–26 year.",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "Executives / assurance teams",
      "source": "pages/strategies-index__05.html (https://southeastwater.com.au/about-us/our-strategy/our-performance/)",
      "implementation": [
        "Create a senior responsible owner and cross-functional delivery team.",
        "Map legislation, data, privacy, procurement, cyber, and workforce constraints.",
        "Co-design with users and frontline staff before technology selection.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Regulatory capture",
        "Over-automation of judgement"
      ]
    },
    {
      "entity_id": "S-VIC-071",
      "entity_name": "South East Water Corporation",
      "folder_name": "South-East-Water-Corporation",
      "category": "Case Processing",
      "scale": "small",
      "title": "Triage queue for stuck or ageing cases",
      "idea": "Use existing case data to flag ageing, duplicate, incomplete, or high-risk cases for earlier intervention.",
      "quote": "Gender Equality Action Plan Progress Report 2021-23\nGender Equality Action Plan Progress Report 2021-23 impact assessment\nAlso see:\nOur\nGender Equality Action Plan\nOur progress overall\nOur GEAP is due to be completed by 30 June 2025 and has 38 actions.",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "Applicants / case officers",
      "source": "pages/strategies-index__02.html (https://southeastwater.com.au/about-us/our-strategy/reports-strategies-and-plans/)",
      "implementation": [
        "Pick one high-volume process or document family.",
        "Name an owner and baseline current volume, time, cost, and satisfaction.",
        "Run a 4-8 week pilot with clear before/after metrics.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability"
      ]
    },
    {
      "entity_id": "S-VIC-071",
      "entity_name": "South East Water Corporation",
      "folder_name": "South-East-Water-Corporation",
      "category": "Case Processing",
      "scale": "large",
      "title": "End-to-end case processing redesign",
      "idea": "Redesign the case pathway around risk-based triage, reusable evidence, and automated eligibility checks.",
      "quote": "Gender Equality Action Plan Progress Report 2021-23\nGender Equality Action Plan Progress Report 2021-23 impact assessment\nAlso see:\nOur\nGender Equality Action Plan\nOur progress overall\nOur GEAP is due to be completed by 30 June 2025 and has 38 actions.",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "Applicants / case officers",
      "source": "pages/strategies-index__02.html (https://southeastwater.com.au/about-us/our-strategy/reports-strategies-and-plans/)",
      "implementation": [
        "Create a senior responsible owner and cross-functional delivery team.",
        "Map legislation, data, privacy, procurement, cyber, and workforce constraints.",
        "Co-design with users and frontline staff before technology selection.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability"
      ]
    }
  ],
  "legislation_administered": [],
  "artifacts": [
    {
      "category": "annual-reports",
      "year": "2024-25",
      "url": "https://southeastwater.com.au/content/dam/web/about-us/our-strategy/reports-strategies-and-plans/South%20East%20Water%20Annual%20Report%202024-25.pdf",
      "file": "annual-reports/2024-25.pdf",
      "bytes": 4155834,
      "link_text": "2024–25 Annual Report"
    },
    {
      "category": "annual-reports",
      "year": "2023-24",
      "url": "https://southeastwater.com.au/content/dam/about-us/corporate-info/reports-and-plans/South%20East%20Water%20Annual%20Report%202023%E2%80%9324.pdf",
      "file": "annual-reports/2023-24.pdf",
      "bytes": 7020619,
      "link_text": "2023-24 Annual Report"
    },
    {
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