regional demand management plan: 2019 – 2022

Regional Demand Management Plan: 2019 – 2022

3 April 2018

REGIONAL DEMAND MANAGEMENT PLAN

PROJECT 18-005 – REGIONAL DEMAND MANAGEMENT PLAN REV DESCRIPTION AUTHOR REVIEW APPROVAL DATE

0 Draft for RCC review R. Campbell M. Howland M. Howland 12 Feb 2018

1 Final Draft R. Campbell M. Howland M. Howland 12 March 2018

2 Incorporating constituent council feedback

R. Campbell R. Campbell

3 April 2018

Disclaimer:

This report has been prepared on behalf of and for the exclusive use of Rous County Council and its constituent councils, and is subject to and issued in accordance with the agreement between Rous County Council and Hydrosphere Consulting. Hydrosphere Consulting accepts no liability or responsibility whatsoever for it in respect of any use of or reliance upon this report by any third party.

Copying this report without the permission of Rous County Council or Hydrosphere Consulting is not permitted.

Suite 6, 26-54 River Street PO Box 7059, BALLINA NSW 2478 www.hydrosphere.com.au © Copyright 2018 Hydrosphere Consulting


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EXECUTIVE SUMMARY

There are five local water utilities (LWUs) providing potable water to approximately 44,500 residential properties and 5,500 non-residential customers within the Ballina, Byron, Lismore and Richmond Valley local government areas (LGAs). Rous County Council is the regional water supply authority providing bulk water to the majority of the region as well as retail water supply services to rural and urban connections direct from the bulk supply system. Ballina, Byron, Lismore and Richmond Valley local councils also independently supply potable water to other towns and villages within their LGAs from their local supplies.

This Regional Demand Management Plan (RDMP) describes the water supply demand management initiatives to be implemented by the five LWUs over the next four years (2019 – 2022). This Plan builds on the successes of previous demand management initiatives to continue to deliver comprehensive and effective water conservation programs throughout the region. These programs are part of wider strategies being implemented by RCC and the constituent councils, either individually or collectively, to ensure water supply security across the region.

The RDMP actions will require resources and funding for system development, marketing and promotion, data collection and monitoring, implementation of actions and ongoing review. A summary of the expected funding requirements is provided in Table 1. The RDMP actions and key performance indicators (KPIs) are summarised in Table 2.

Table 1: RDMP implementation budget

LWU funding1 Year 1: 2018/19 Year 2: 2019/20 Year 3: 2020/21 Year 4: 2021/22

RCC $297,000 $293,000 $255,000 $250,000

BaSC $15,000 $5,000 $5,000 $5,000

BySC $20,000 $10,000 $10,000 $10,000

LCC $5,000 $5,000 $5,000 $5,000

RVC $40,000 $30,000 $30,000 $30,000

Totals $377,000 $343,000 $305,000 $300,000

1. Not including staff resources, capital or operating costs.

Monitoring and evaluation are essential tools for the implementation and ongoing improvement of this plan. Reporting of RDMP actions and KPIs will be undertaken through the Regional Water Supply Agreement Liaison Committee. Success of the RDMP will be gauged through:

Reporting of action implementation (including timing and completeness);

• KPIs as specified for each RDMP action;

• Local and regional demand indicators and achievement of targets for:

o NRW (ML/a and % of total supply);

o Residential consumption per connection;

o Total demand per connection; and

o Residential demand per person.

Annual review of the RDMP actions will be undertaken. Based on the results of the annual reviews, the RDMP may need to be revised to address any identified issues. This RDMP will be reviewed in four years (by June 2023).


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Table 2: RDMP actions

Action Target Groups Objectives Key Indicators of Success Key Performance Indicators (KPIs)

Action 1: Monitoring, Evaluation and Reporting

RCC and constituent councils

• Ensure timely, accurate and consistent reporting to assist with ongoing RDMP development and evaluation.

• Ensure consistency with existing reporting requirements and avoid duplication or additional reporting.

• Ongoing information on consumption reported to consumers.

Ongoing reporting of action implementation and success

-

Action 2: Water Loss Management

RCC and constituent councils

• Accurately quantify amount of losses on a quarterly basis.

• Detect and repair leaks.

• Reduce losses to sustainable levels.

NRW - region 12% of water supplied

1,620 ML/a

NRW - local supplies Local targets to be developed

Leaks repaired 90% within 4 hours of identification

Action 3: Sustainable Water Partner Program

Businesses and community groups with high consumption (>5 ML/a)

• Assist businesses and community groups to improve water efficiency and reduce water/sewer bills.

Water savings realised through the Sustainable Water Partner Program (SWPP)

5 ML/a from year 2 (2019/20 onwards)

Action 4: Smart Metering All customers • Investigate implementation of new technology for identifying leaks and monitoring customer consumption.

Water savings realised by participants with smart meters

KPIs to be developed as part of Business Case for

investment in smart metering infrastructure Number of new smart meters

installed

Feedback from participants

Action 5: Recycled Water All customers within dual reticulation service areas

• Develop cost-effective opportunities for replacement of potable water use with treated sewage effluent.

• Encourage the use of recycled water to supplement potable water supplies.

New customers connected (apart from BASIX connections)

BaSC – 30 p.a.

BySC – 5 p.a.

Reduction in metered potable water supply

BaSC – 25%

BySC – 10%


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Action Target Groups Objectives Key Indicators of Success Key Performance Indicators (KPIs)

Action 6: Rainwater Tank Rebates

All residential customers • Encourage the use of rainwater to supplement potable water supplies.

• Increase take up of rainwater tank rebates through training and cost-effective, tailored marketing activities.

Number of rebates provided 65 p.a.

Reduction in metered potable water supply for participating customers

25%

Tank suppliers and council staff trained/”accredited”

KPI to be developed as part of training program

Action 7A: Community Engagement and Education - Households

All residential customers • Provide information to assist households to use water more efficiently.

• Improve understanding of household consumption compared to benchmarks and targets.

• Provide practical tools that allow consumers to take specific action relevant to their water use activities.

• Provide resources to deliver water efficiency messages. • Improved promotion of voluntary permanent water

saving measures.

Residential demand per connection – region

165 kL/a

Residential demand per connection – local supplies

Local targets to be developed

Residential demand per capita – region

175 L/person/d

Residential demand per capita – local supplies

Local targets to be developed

Action 7B: Community Engagement and Education - Schools

Preschools, primary and secondary schools

• Promote water efficiency messages through school education.

• Improved promotion of voluntary permanent water saving measures.

- -

Action 7C: Community Engagement and Education – High Residential Water Users

Residential customers with high (>2 kL/d) consumption.

• Implement actions to reduce consumption of high residential water users.

• Improved promotion of voluntary permanent water saving measures.

Number of participants in program 50 p.a. from year 3 (2020/21)

Water savings achieved by participants

25%


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CONTENTS EXECUTIVE SUMMARY ..................................................................................................................................... I

1. INTRODUCTION ................................................................................................................................. 1

1.1 Regional Demand Management Goals .............................................................................................. 1

1.2 Benefits of Demand Management ...................................................................................................... 2

1.3 History of Demand Management in the Region ................................................................................. 2

1.4 Adopted Demand Management Strategies ........................................................................................ 3

1.5 Best-Practice Requirements ............................................................................................................... 5

1.6 Consultation ........................................................................................................................................ 5

2. WATER SUPPLY SYSTEMS IN THE REGION ................................................................................. 6

2.1 Potable Water Supply ......................................................................................................................... 6

2.2 Non-Potable Water Supply ................................................................................................................. 9

3. DEMAND INDICATORS ................................................................................................................... 10

3.1 Non-Revenue Water ......................................................................................................................... 10

3.2 Residential and Total Demand ......................................................................................................... 11

3.3 Demand Targets ............................................................................................................................... 11

4. RDMP ACTIONS AND TASKS ......................................................................................................... 12

Action 1: Monitoring, Evaluation and Reporting............................................................................................ 13

Action 2: Water Loss Management ............................................................................................................... 17

Action 3: Sustainable Water Partner Program .............................................................................................. 19

Action 4: Smart Metering .............................................................................................................................. 22

Action 5: Recycled Water.............................................................................................................................. 26

Action 6: Rainwater Tank Rebates ............................................................................................................... 28

Action 7A: Community Engagement and Education - Households .............................................................. 30

Action 7B: Community Engagement and Education - Schools..................................................................... 31

Action 7C: Community Engagement and Education – High Residential Water Users ................................. 32

5. MONITORING AND EVALUATION .................................................................................................. 36

6. RDMP IMPLEMENTATION BUDGET .............................................................................................. 37

REFERENCES ................................................................................................................................................. 39

APPENDIX A: BEST-PRACTICE CHECKLIST ................................................................................................ 41

APPENDIX B: WATER BALANCE AND KEY INDICATORS ........................................................................... 45

APPENDIX C: CURRENT DEMAND AND NRW DATA .................................................................................. 49

APPENDIX D: DEVELOPMENT OF DEMAND TARGETS AND KPIS ............................................................ 63


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APPENDIX E: PROPOSED WATER BALANCE MONITORING AND REPORTING FORMAT ......................69

APPENDIX F: TOP NON-RESIDENTIAL USERS (>5 ML/A) ...........................................................................73

APPENDIX G: CURRENT REBATE PROGRAMS ...........................................................................................77

APPENDIX H: HIGH RESIDENTIAL USERS ...................................................................................................81

TABLES Table 1: RDMP implementation budget .............................................................................................................. I

Table 2: RDMP actions ...................................................................................................................................... II

Table 3: Adopted demand management strategies........................................................................................... 3

Table 4: Stakeholder consultation ..................................................................................................................... 5

Table 5: Urban potable water supplies in the region ......................................................................................... 8

Table 6: Current NRW for each LWU and the region ...................................................................................... 10

Table 7: Residential consumption and total demand per connection for each LWU ....................................... 11

Table 8: RDMP targets .................................................................................................................................... 11

Table 9: Funding and resources ...................................................................................................................... 37

Table 10: Water Conservation and Demand Management Checklist – Appendix C of Best-Practice Management Guidelines .................................................................................................................................. 42

Table 11: Water supply customer connections – 2015/16 .............................................................................. 51

Table 12: Permanent population served by water supplies – 2016................................................................. 51

Table 13: Potable urban water demand in the region – 2015/16 .................................................................... 52

Table 14: Residential consumption and total demand per connection for each LWU: 2012/13 – 2015/16 .... 54

Table 15: Residential demand per person ....................................................................................................... 56

Table 16: Selection of demand targets ............................................................................................................ 65

Table 17: Selection of KPIs ............................................................................................................................. 66

Table 18: Highest non-residential users in the region ..................................................................................... 74

Table 19: Rainwater tank rebates .................................................................................................................... 79

Table 20: Recycled water rebates ................................................................................................................... 79

Table 21: Rebates offered as part of the SWPP ............................................................................................. 80

Table 22: Highest residential users in the region ............................................................................................ 83

FIGURES Figure 1: Regional potable water supply systems ............................................................................................. 7

Figure 2: Regional non-potable supply systems (urban dual reticulated) ......................................................... 9

Figure 3: The water balance ............................................................................................................................ 47

Figure 4: Regional demand and connected properties: 2012/13 – 2015/16 ................................................... 52


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Figure 5: Regional residential consumption and total demand per connection: 2012/13 – 2015/16 ............... 53

Figure 6: Quarterly total potable water supplied, metered billed consumption and NRW for each service area and the region ................................................................................................................................................... 59

Figure 7: Quarterly and rolling 12 and 24 month average NRW (ML and %) for each LGA and the region .... 62


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1. INTRODUCTION

This Regional Demand Management Plan (RDMP) describes the water supply demand management initiatives to be implemented in the local government areas (LGAs) of Ballina, Byron, Lismore and Richmond Valley over the next four years (2019 – 2022). Water demand management in this region is undertaken to support and maintain an effective, flexible and adaptable approach to efficient water use and water supply security. The aim of the RDMP is to implement economically, socially and environmentally sound measures to achieve defined outcomes in water efficiency and conservation, alternative water sources and water loss minimisation over the long term.

This Plan builds on the initiatives and successes of the 2012-2016 Regional Demand Management Plan (Rous Water, 2012) to continue to deliver comprehensive and effective water conservation programs throughout the region. These programs are part of wider strategies being implemented to ensure water supply security across the region. The RDMP will be implemented by Rous County Council (RCC) and its constituent councils (Ballina Shire Council - BaSC, Byron Shire Council - BySC, Lismore City Council - LCC and Richmond Valley Council - RVC).

1.1 Regional Demand Management Goals

RCC and the constituent councils will implement a cooperative and positive approach to delivery of this RDMP through the Regional Water Supply Agreement Liaison Committee – Demand Management Working Group.

The RDMP will support the strategic objectives as documented in the RCC Business Activity Strategic Business Plan and the constituent councils’ Community Strategic Plans. RCC has developed corporate objectives relating to partnerships with the constituent councils and the provision of quality and sustainable water supply services. These regional objectives direct the demand management goals.

The purpose of this RDMP is to assist in securing the long-term future of the region’s water supplies and to defer and/or downsize future water source investments. The plan provides strategic and cost-effective demand management initiatives with innovative and specific actions for RCC and the constituent councils to implement. These actions align with current demand management trends, community desires for water conservation and best practice management to achieve a range of demand management objectives.

The overall goals for demand management in the region are:

• Responsible and efficient water use;

• Overall reduction in demand;

• Water losses from council infrastructure are reduced to sustainable levels;

• Investment in new sources is minimised/deferred as much as possible;

• Maximum value is leveraged from past demand management initiatives;

• Innovative measures to achieve water efficiency are implemented; and

• Effective mechanisms are in place to monitor, report and evaluate the success of the demand management initiatives.

To achieve these goals, the RDMP actions will:

• Build on previous demand management actions to implement successful measures and collect accurate and consistent demand data;


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• Promote increased use of water efficient products and implementation of water conservation projects;

• Promote increased use of sustainable alternative supplies to reduce demand on the potable water supplies;

• Reduce demand attributed to water losses and leakage;

• Continue to further develop the region’s water conservation culture to stimulate the community, particularly high water users, to take action; and

• Continue to develop more comprehensive understanding of water demand trends to inform demand management planning through reporting, monitoring and evaluation and alignment with best practice guidelines.

The water supply systems in the region supply a range of residential and non-residential customers (refer Section 2) and the RDMP actions have been targeted to each customer type. In addition, the actions address the predicted population growth in the region through increased understanding of water demand trends and the provision of sustainable alternative water supplies for future developments.

Water supply pricing is likely to be a highly effective demand management tool but will be addressed separately to this RDMP as part of each council’s financial planning. Each council has implemented a water supply pricing structure that supports the demand management measures in this RDMP.

1.2 Benefits of Demand Management

An effective demand management program has far-reaching economic, social and environmental benefits. A key driver of this RDMP is the economic benefit of deferring new water supply works. By reducing total water demand, the costs of building new water supplies and transferring and treating water are reduced and any capital investment required to meet the needs of growing communities can be deferred. An effective demand management strategy also has the potential to achieve reductions in the required capacity of new water supply infrastructure. This RDMP will build on the achievements of past demand management actions towards reducing water demand and deferring the need for new water supply sources.

Demand management programs will also result in environmental, social and economic benefits. The environment benefits from reducing the need for, or lessening the footprint required for water supply infrastructure can reduce the need for extraction from rivers and aquifers leading to increased river flow and improved river health.

Demand management also has a strong community engagement focus. As water demand education and awareness activities promote the uptake of water efficiency measures and highlight water wastage, they also engage the community to be better advocates for water conservation and protection, with the expectation that water is supplied, delivered and used efficiently.

1.3 History of Demand Management in the Region

Demand management has been an integral part of planning and management of water supply assets and ongoing supply management in the region since 1995. The adopted programs are part of a wider strategy to ensure a secure water supply that meets the needs of the community. These initiatives have been successful in reducing water demand over the last 25 years. Further information on demand management measures implemented to date is provided in Sections 1.4 and 4.

The demand per connection has decreased with these water conservation measures as well as pay-for-use pricing and water restrictions imposed during the 2002/03 drought. In recent times, the rate of reduction in per connection consumption has reduced as the level of water conservation in the community already


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achieved means that there is less opportunity for further reduction in consumption (Rous Water, 2012). Although reduction in demand is likely to be more difficult to achieve in the future, the water utilities in the region are committed to responsible water use and ongoing reduction in demand.

RCC developed its Future Water Strategy in 2014 to provide certainty about water needs and infrastructure development over the coming decades. The Future Water Strategy was prepared with the purpose of maintaining a reliable and sustainable water supply for the longer term. Water efficiency was identified as Key Action 1 in the Future Water Strategy and affirms RCC’s ongoing commitment to enhanced demand management initiatives with cost-effective measures to achieve greater water efficiency (Rous Water, 2014). The Future Water Strategy predicted that enhanced demand initiatives will help delay and downsize future water sources required for the region.

1.4 Adopted Demand Management Strategies

Enhanced demand management initiatives presented in the Future Water Strategy (FWS) have been reviewed by the Regional Water Supply Agreement Liaison Committee – Demand Management Working Group and actions have been optimised for this RDMP. The actions included in this RDMP are shown in Table 3, shaded green.

Table 3: Adopted demand management strategies

Demand management strategy

Comments Adopted strategies for RDMP 2019 – 2022

Residential initiatives

Rebates – rainwater tanks Not considered cost effective in the FWS but the program has broad community support.

The rainwater tank rebate program will continue in current form with active promotion.

Rebates – recycled water Program has been reviewed with consideration of recycled water scheme development.

Enhanced promotion of rebates where recycled water is available.

Rebates – showerheads Rebates have been offered since 1996. Water efficient showerheads are now readily available and the opportunity to replace inefficient showerheads is reduced.

No additional action required in this RDMP.

Water Efficiency Labelling Scheme (WELS), Building Sustainability Index (BASIX)

Programs are mandated by the NSW Government.

No additional action required in this RDMP.

Permanent low level restrictions Not considered feasible with current legislation.

Increased promotion of voluntary measures (Voluntary Permanent Water Savings) is included in this RDMP.

Non-residential initiatives

Enhanced Blue and Green Business Program

The effectiveness of program has been reviewed and modifications have been developed.

Sustainable Water Partner Program targeting high water users with water efficiency plans, rebates, recognition program and increased engagement.


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Demand management strategy

Comments Adopted strategies for RDMP 2019 – 2022

Open space water efficiency June 2016 study found low level of usage and low number of customers in the region.

Not included in this RDMP.

Constituent council initiatives

Water loss reduction Strategic and regional approach to water loss management is critical to the success of the RDMP.

The RDMP actions will improve accuracy and understanding of water loss components and target leakage reduction.

LWU (constituent council) demand management plans

Not required as each council will implement actions from this RDMP.

Not included in this RDMP.

Community Engagement and Education

Community engagement and education - schools

Programs have been successful but need to be matched to available resources.

This RDMP includes an overarching program of education to be delivered through schools.

Community engagement and education - households

Actions are required to increase understanding of household water consumption.

Actions aim to provide increased awareness of consumption patterns and potential for water savings for all households and will also target residential customers with high consumption.

Other initiatives

Smart metering The status of current initiatives across the region and available technologies have been reviewed. Ongoing review of available technologies is required.

Smart metering program to be developed and optimised in this RDMP as this is a potentially highly effective technology to identify leaks and high consumption.

The ongoing monitoring and evaluation of RDMP actions will continue to inform the direction for demand management in the region. The RDMP actions are designed to be flexible to adapt to changing circumstances such as demand patterns, community behaviour, technological advances and the availability of alternative water supplies as well as increased knowledge of demand management indicators and trends.

The success of the demand management initiatives also relies on accurate reporting of customer demand. The collection of regionally consistent and meaningful data to gauge the success of the actions relies on consistent definition and monitoring of customer and demand data across the region. The RDMP also includes strategies to standardise the collection of data and the evaluation of demand across the region to increase confidence in the information that is used to inform demand management planning.

The RDMP actions relevant to the bulk supply area are funded by RCC through financial contributions from the constituent councils. As such, the expenditure in this RDMP is limited by the budget allowances. The constituent councils will also fund activities within their local supply areas.

As discussed in Section 1.3, future reduction in demand is likely to be more difficult to achieve. The RDMP includes the following components to address this:

• Increased communication, promotion and customer engagement to increase uptake of the programs;

• Improved implementation and reporting processes to support the available resources for delivery of the actions; and

• A stronger regional focus to achieve improved implementation and commitment to the actions.


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1.5 Best-Practice Requirements

The LWUs in the region aim to be consistent with the NSW Government’s best-practice requirements for demand management (refer Appendix A). Where possible, the RDMP actions have been developed to achieve the best-practice requirements.

1.6 Consultation

The RDMP has been developed with the input of stakeholders as listed in Table 4.

Table 4: Stakeholder consultation

Stakeholder Consultation undertaken

Regional Water Supply Agreement Liaison Committee (consisting of representatives from RCC and the constituent councils.)

Briefed through quarterly meetings with opportunity to provide verbal comment. Review of draft RDMP.

Demand Management Working Group (consisting of representatives from RCC and the constituent councils.)

Input in developing and reviewing the draft RDMP. All demand management initiatives were discussed with the group at regional meetings with opportunity to provide verbal and written direction and input.

RCC Councillors Draft RDMP workshopped with Councillors with opportunity to provide verbal and written comment.

Constituent Councils Draft RDMP provided to constituent council General Managers and key operational staff for review.


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2. WATER SUPPLY SYSTEMS IN THE REGION

2.1 Potable Water Supply

There are five local water utilities (LWUs) providing potable water to customers within the Ballina, Byron, Lismore and Richmond Valley LGAs. Rous County Council (RCC) is a special purpose council under the Local Government Act (1993). RCC provides bulk water to the other four LWUs (constituent councils) with a supply network extending from Ocean Shores in the north and Byron Bay in the east, west to Lismore and south to Evans Head. RCC also provides water supply services to rural and urban connections (retail customers) direct from the bulk supply system. Ballina, Byron, Lismore and Richmond Valley Councils also supply potable water to other towns and villages within their LGAs from their local supplies (refer Figure 1 and Table 5). The initiatives in this RDMP will target all potable water supply customers in the region.

Residential consumption accounts for the majority of potable water supply demand (68% of total demand, refer Appendix C). Residential connections include single and multi-residential dwellings with varying water efficiency as follows:

• BASIX connections – new residential properties that have been built under the NSW BASIX building sustainability scheme, where the property includes water efficient fixtures and fittings designed to meet a target reduction in consumption;

• Non-BASIX efficient connections – Pre-2005 houses that have installed water efficient fittings and fixtures. This will include households that have accessed rebates offered by RCC and the NSW Government; and

• Non-BASIX standard connections – Pre-2005 houses which, at the time of building were fitted with inefficient water fixtures and have not undergone any renovation or conversion to efficient fixtures.

Non-residential water uses in the region include:

• Commercial/retail including shopping centres;

• Service industries including accommodation providers and restaurants;

• Industrial/processing including food production and processing;

• Health care including hospitals and nursing homes; and

• Rural uses including stock watering and irrigation.


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Figure 1: Regional potable water supply systems


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Table 5: Urban potable water supplies in the region

Local Water Utility

Service Areas (Figure 1) Water Sources Residential Customers (properties)

Non-Residential Customers

2015/16 demand (ML/a)

RCC bulk water supply

• Ballina Shire Council, excluding Wardell;

• Byron Shire Council, excluding Mullumbimby;

• Lismore City Council, excluding Nimbin; and

• Richmond Valley Council, excluding Casino and all land west of Coraki.

• Surface water - Rocky Creek Dam, Emigrant Creek Dam, Wilsons River Source

• Groundwater - Woodburn bores, Alstonville Plateau bores

Bulk supply to the four constituent councils

9,700

RCC retail supply

Rural and urban connections within the Constituent Council areas served directly from the bulk supply system

1,790 270 780

Ballina Shire Council

Wardell, Meerschaum Vale, Cabbage Tree Island and some rural customers

• Surface water - Marom Creek Weir

• Groundwater - Alstonville Plateau bores

280 30

140

Ballina Heights, North Ballina, West Ballina, Ballina Island, East Ballina, Lennox Head, Wollongbar, Russellton Industrial Estate, Alstonville and some rural customers

RCC bulk supply 13,440 1,495 3,600

Byron Shire Council

Mullumbimby • Surface water - Laverty’s Gap Weir

• RCC bulk supply (emergency supply)

1,500 200 400

Bangalow, Brunswick Heads, Byron Bay, Suffolk Park, Ocean Shores

RCC bulk supply 8,440 1,310 2,400

Lismore City Council

Nimbin • Surface water - Mulgum Creek Weir and DE Williams dam

270 70 130

Lismore City, Dunoon, Modanville, The Channon, Dunoon Road, Clunes, North Woodburn

RCC bulk supply 12,280 1,400 3,100

Richmond Valley Council

Casino • Surface water - Jabour Weir

4,200 500 2,300

Evans Head, Woodburn, Broadwater, Rileys Hill and Coraki

RCC bulk supply 2,290 220 600

Total Region 44,490 5,495 13,450

Source: Hydrosphere Consulting (2016); DPI Water (2017a); LWU data


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2.2 Non-Potable Water Supply

Recycled water for non-potable supply to households and businesses is available in some parts of the region and is likely to contribute to a reduction in overall water demand across the region in the future (Figure 2). All houses in new developments in the Ballina and Lennox Head built area since 2003 have a dual water supply system or dual reticulation in place with recycled water supplied through the system since 2017. Non-potable supplies in these areas are available for flushing toilets, washing clothes and watering gardens. Recycled water is also available in some parts of Byron Bay for toilet flushing to supplement potable supplies.

Figure 2: Regional non-potable supply systems (urban dual reticulated)


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3. DEMAND INDICATORS

3.1 Non-Revenue Water

Current reporting of demand by the LWUs utilises the following data:

• RCC provides data to the constituent councils on the volume of bulk water supplied at each of the constituent council bulk sell point meters each month;

• The constituent councils report on the volume of water supplied from local water treatment plants generally on a quarterly basis; and

• Each LWU reads customer meters on a quarterly basis. The time period over which each of the Council’s quarterly consumption is measured differs between the councils but is generally over a four week period usually commencing two weeks prior to the end of the billing period and finishing two weeks after the billing period. Meter reading can also be delayed through resource availability. The timing of the meter reading can affect the number of days in each meter reading cycle and therefore the consumption value may not directly correspond with the data on water supplied. For these reasons, there are often discrepancies in the available demand data.

To promote consistency and accuracy of data reporting across the region, a standard water balance calculation and definitions of key demand indicators have been adopted in this RDMP (refer Appendix B).

Quarterly water balance data since 2013/14 for each LWU’s service area and the region are also provided in Appendix C. The NRW values for each LWU and the region is summarised in Table 6. The current NRW values are the rolling average of the previous three years to smooth out any influences of reporting timing or climate influences. Similar data were reported in the NSW Government Benchmarking Reports with a three year average NRW of 2,250 kL/a or 16.3% for the region.

Table 6: Current NRW for each LWU and the region

Local Water Utility

Q1 2017/18 NRW (ML)

12 month rolling

average NRW

(ML/qtr)

24 month rolling

average NRW

(ML/qtr)

36 month rolling

average NRW

(ML/qtr)

Current NRW (ML/a)

Current NRW (% of total

supply)

Rous County Council (bulk and retail)

190 130 107 111 440 3.9%


249 151 166 176 710 18.5%

Byron Shire Council

256 112 100 84 340 11.1%


148 186 141 132 530 15.6%


77 91 103 107 430 14.5%

Region 920 670 617 607 2,430 17.0%


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3.2 Residential and Total Demand

Regional demand data for 2015/16 reported by the NSW Government (from performance reporting data provided by the LWUs) are given in Appendix C. Based on this data, the current average residential consumption per connection is 180 kL/a and the total demand per connection is 282 kL/a.

Table 7: Residential consumption and total demand per connection for each LWU

Local Water Utility 3 year average (2013/14 – 2015/16)

Residential consumption per connection (kL/a)

Total demand per connection (kL/a)

Rous County Council retail1 427 -

Rous County Council bulk supply - 258

Ballina Shire Council 181 257

Byron Shire Council 155 222

Lismore City Council 177 250

Richmond Valley Council 162 402

Region 180 282

Source: DPI Water (2017a); DPI Water (2016); DPI Water (2015); DPI Water (2014).

1. Reported as rural properties.

3.3 Demand Targets

This RDMP includes the demand targets shown in Table 8. Each LWU will consider adopting local targets that are consistent with achievement of the regional targets. It is noted that the current values have been calculated from the available data and will be confirmed through improved monitoring and data collection (refer Appendix D). As such, the targets are indicative and may be adjusted.

Table 8: RDMP targets

Indicator Current 2022 Target 2026 Target

NRW (%) 17.0% 12.0% 10.0%

NRW (ML/a) 2,430 1,620 1,320

Residential consumption per connection (kL/a) 180 165 160

Total demand per connection (kL/a) 280 260 250

Residential demand per person (L/d) 195 175 170


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4. RDMP ACTIONS AND TASKS

This RDMP includes the following Actions (refer Section 1.4):




Action 4: Smart Metering

Action 5: Recycled Water


Action 7: Community Engagement and Education:

Action 7A: Community Engagement and Education - Households,

Action 7B: Community Engagement and Education - Schools and


Each action includes a description of:

• Target groups – the LWU or customer sector which is the focus of the action;

• Objectives – overall aim of the action;

• Current status – existing programs undertaken in relation to the action;

• RDMP Approach – program components for years 1-4 of the RDMP; and

• Key indicators of success - Key Performance Indicators (KPIs) have been proposed where relevant. These provide a measure of the success of the outcomes of the RDMP actions but may be modified in response to data collected (refer Appendix D).

Each action includes tasks which include:

• Task description;

• Responsibility (LWU);

• Budget – not including existing LWU staff resources; and

• Tasks for each quarter of 2018/19 (year 1) and years 2 - 4.

The implementation of the tasks will be a key component of the RDMP monitoring and evaluation (refer Section 5).


Page 13


Target Groups: RCC and constituent councils

Objectives: • Ensure timely, accurate and consistent reporting to assist with ongoing RDMP development and evaluation.

• Ensure consistency with existing reporting requirements and avoid duplication or additional reporting.

• Ongoing information on consumption reported to consumers.

Current Status:

The 2012-2016 Demand Management Plan included actions to develop a greater understanding of the water demand profile. The focus of the actions was a finer level of division of the demand profile by customer types and the improvement of monitoring, evaluation and reporting mechanisms. There is an ongoing need for improved data collection, evaluation and reporting to implement an effective adaptive management process and provide meaningful information on the results achieved. All actions in this RDMP rely on accurate data to develop and communicate benchmarks and targets to the councils and customers as well as predict future demand.

Currently, monitoring and evaluation of demand management indicators and initiatives is primarily undertaken as part of business management reporting. Limitations with current demand reporting include:

• Inconsistencies between reporting of customer numbers and demand;

• Inadequacies in LWU billing systems which do not allow accurate and efficient reporting of customer numbers, connection types and hence detailed analysis of customer demand; and

• Informal and irregular reporting systems.

Water consumption data and number of connections from each LWU is required to enable per connection consumption-based reporting of water use within the region. While practices and categories vary between the councils, water supply customers are currently categorised primarily for billing purposes based on the meter characteristics (size, strata, vacant etc.). Current differences between LWUs in defining connections make calculation and comparisons of water consumption difficult. A consistent definition of connection types across all LWUs and consistent reporting of water consumption within these types is required to provide comparable and useful data.


Page 14


RDMP Approach:

Further development of monitoring and evaluation programs is required to develop greater understanding of the outcomes of demand management programs on residential and non-residential demand over time. This will consider the dynamics of the demand profile and other factors influencing demand trends such as climate, household composition, community attitude, water conservation behaviours and the level of water efficiency adopted within the community.

As part of this RDMP, the LWUs will develop and implement a standardised reporting program in accordance with the best-practice requirements (Appendix A) to incorporate consumption-based reports that include:

• Bulk water production by LWU service area/zone (refer Action 2: Water Loss Management);

• Number of connections by customer/connection type;

• Number of connections with alternative water supplies;

• Accurate estimation of the numbers of multi-residential and multi-non-residential connections and their consumption;

• Total consumption by connection type in each zone/service area; and

• Total volume of metered water use by connection type.

Separate metering of all multi-residential houses as required by best-practice may not be cost-effective. However, there is a need to understand the number of real multi-residential properties in order to better understand the demand of these properties and to implement actions relating to residential households (e.g. Action 7C: Community Engagement and Education – High Residential Water Users).

Key Indicators of Success:

Reporting of action implementation and success (refer Section 5)


Page 15


Tasks Responsibility Budget Action Targets

Quarter 1: 2018/19

Quarter 2: 2018/19

Quarter 3: 2018/19

Quarter 4: 2018/19

Year 2: 2019/20

Year 3: 2020/21

Year 4: 2021/22

1.1 Develop standard procedure for reporting of RDMP action status and KPIs (including format, responsibilities and timing)

RCC - Develop reporting procedure

1.2 Reporting of RDMP action status and KPIs

All LWUs - Reporting to Regional Water Supply Agreement Liaison Committee

Ongoing reporting

1.3 Develop standardised definitions of connection types across the region

RCC with input from All LWUs

- Develop agreed definitions

1.4 Implement agreed definitions

All LWUs - Modify/develop customer management systems as required

Agreed definitions incorporated in all LWU customer management systems

Ongoing characterisation of new customers

1.5 Reporting of customer data and consumption

All LWUs - Annual reporting

Annual reporting

1.6 Develop standardised reporting of water balance data (refer Appendix B)

RCC - Water balance reporting procedure developed

1.7 Reporting of water supply and consumption in each LWU service area/zone

All LWUs - As required for water balance (Task 1.5) Ongoing reporting


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Tasks Responsibility Budget Action Targets

Quarter 1: 2018/19

Quarter 2: 2018/19

Quarter 3: 2018/19

Quarter 4: 2018/19

Year 2: 2019/20

Year 3: 2020/21

Year 4: 2021/22

1.8 Confirm population served through detailed analysis e.g. Census data mesh blocks

All LWUs - Analysis completed

Annual review and update

1.9 Investigate the development of a customer relationship management (CRM) system to monitor customer data relating to RDMP implementation

RCC $10,000 CRM system investigated CRM system operational and training provided to LWU staff (if an appropriate system is identified)

1.10 Data collection in CRM system

All LWUs - Data collection in CRM system (or equivalent)

Ongoing

1.11 Update regional demand forecasts

RCC $40,000 Review of 2012 Demand forecast


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Target Groups: RCC and constituent councils

Objectives: • Accurately quantify amount of losses on a quarterly basis. • Detect and repair leaks. • Reduce losses to sustainable levels.

Current Status:

The current level of NRW in the region is 17% of total water supplied (2,430 ML/a, refer Section 3).

The LWUs have planned and implemented water loss programs across the region since 2006 including: • The 2006-2010 Water Directorate – NSW Water Loss Management Program; • The 2012 Regional Water Loss Management Report identified opportunities for

pressure and leakage management: • BaSC has progressively implemented flow monitoring and pressure control. Night flow

monitoring has been successful in identifying leaks and reducing losses. Acoustic detection is used to identify leaks;

• BySC has installed reservoir flow meters and improved SCADA accuracy, leak detection and repair;

• LCC prepared a water loss management plan in 2015 including water balance, data collection improvements, flow metering, pressure management, data capture, active leak detection, repairs. Capital works are to be implemented over 6 years;

• RVC installed data loggers, flow meters and SCADA in 2010 Water Directorate Program and has tracked/repaired several major leaks;

• RCC has implemented an active leak detection/repair and monitoring of flow indicators, mains/meters renewal program; and

• Quarterly water losses for each LWU have been reported since 2014.

RDMP Approach:

A strategic and consistent regional approach to water loss management is a critical component of this RDMP. Each LWU will develop a water loss management plan (WLMP) including data collection improvements, identification of monitoring zones, flow metering, pressure management, data capture, active leak detection, repairs, operating requirements and capital budget.

RCC will develop a management tool to identify losses within the network to speed up repairs. The tool will actively monitor key indicators within a retail area to prompt active investigation of leaks. This will ensure that losses are detected and the speed of repair is optimised.

Regional targets for NRW are included in this RDMP (refer Section 3.3). Each LWU will develop local targets in the WLMPs that will contribute to the overall regional target. The WLMPs also document how the targets will be achieved with measurable actions each year for the duration of the WLMP.

RCC will fund the development of the WLMPs on a 50:50 basis with the LWUs up to $10,000 per council.

Key Indicators of Success: KPI

NRW Refer Section 3.3 and local targets to be developed



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Tasks Responsibility Budget Targets

Quarter 1: 2018/19

Quarter 2: 2018/19

Quarter 3: 2018/19

Quarter 4: 2018/19

Year 2: 2019/20

Year 3: 2020/21

Year 4: 2021/22

2.1 Develop and implement Water Loss Management Plans (WLMPs), actions and targets for each LWU(1)

RCC $50,000 Engage consultant to develop WLMPs

WLMP preparation

WLMPs completed

WLMPs adopted Implement actions in WLMPs

BaSC $10,000

BySC $10,000

RVC $10,000

LCC -

2.2 Develop local NRW targets for each service area/zone to support achievement of regional targets

All LWUs - Targets developed

2.3 Develop and implement an electronic reporting tool to predict and identify leaks in the bulk water distribution system

RCC $40,000

Tool developed

Ongoing analysis and review of predictive tool

2.4 Monitor and report water losses in accordance with standardised reporting procedure (Task 1.5). Refer Appendix E.

All LWUs - Quarterly reporting of water balance by zone, service area and LWU

Quarterly reporting of water balance by zone, service area and LWU

(1) Budget does not include LWU operating and capital expenditure identified in WLMPs.


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Target Groups: Businesses and community groups with high consumption (>5 ML/a)

Objectives: • Assist businesses and community groups to improve water efficiency and reduce water/sewer bills.

Current Status:

Demand management programs targeting non-residential customers have been in place since 2009. The Sustainable Water Partner Program (SWPP) has been adapted from the former Blue and Green Business Program, the Non-Residential Assistance Program and the Non-Potable Reuse Program. A total of 76 businesses have received funding under these programs.

The SWPP consists of three parts: Water efficiency plans (rebates available), water efficiency projects (rebates available) and recognition. Details of the current SWPP are provided on the RCC website (Sustainable Water Partner Program).

RDMP Approach:

The SWPP links to other actions in the RDMP: • Action 4: Smart Metering • Action 5: Recycled Water • Action 6: Rainwater Tank Rebates

The SWPP will focus on the highest water users in the region. The program will be offered to non-residential customers with consumption greater than 5 ML/a (but will actively be promoted to the top 50 non-residential customers in the region). The highest non-residential users in the region are listed in Appendix F. The top 50 customers include industrial facilities, churches, hospitals, shopping centres, public pools, community facilities, Council facilities, aged care/retirement homes, tourism and education facilities with the majority in the Rous bulk supply area and some in Casino. Of the top 50, 21 are tourist accommodation providers. Target customers will be identified through program development.

The SWPP will include:

1. Development of promotional/communication and administrative tools;

2. Develop a communication and engagement strategy for target customers;

3. Development of a water efficiency plan (fully funded by RCC/RVC as appropriate for customers using >5 ML/a);

4. Implementation of the water efficiency plan including ongoing engagement with the customer and rebates offered by RCC/RVC as appropriate (refer Appendix F); and

5. Recognition – gold, silver and bronze partners.

Promotional activities will be developed with consideration of the recommendations in the tactical marketing plan prepared in 2015/16 to increase the uptake of rainwater tank rebates (R&S Muller Enterprise Pty Ltd, 2016) as discussed in Action 6: Rainwater Tank Rebates. The program will be supported by the development of a media kit to increase promotion and uptake by target customers/customer sectors.

The program assumes that five water efficiency plans will be funded each year of the RDMP. Funding for the program will be provided by RCC for customers in the RCC bulk supply area and by the constituent councils for customers in the local supply areas (RVC customers in Casino are included in the list of high water users).


Water savings realised through SWPP 5 ML/a from year 2 (2019/20 onwards)


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Quarter 1: 2018/19

Quarter 2: 2018/19

Quarter 3: 2018/19

Quarter 4: 2018/19

Year 2: 2019/20

Year 3: 2020/21

Year 4: 2021/22

3.1 Develop a communication and engagement strategy to promote the SWPP to target customers

RCC $5,000 p.a.

Tools available Ongoing review

3.2 Review and update promotional tools for the SWPP and develop a media kit

RCC $5,000 p.a.

Tools available Ongoing promotion of the SWPP Ongoing promotion of the SWPP

3.3 Actively promote the SWPP to target customers

RCC and RVC - Initial contact with top 10 customers per quarter (or customers in target sector)

Initial contact with next 10 target customers

Initial contact with next 20 target customers

Ongoing engagement

3.4 Preparation of water efficiency plans

RCC $20,000 p.a.

Four plans prepared Four plans prepared

Four plans prepared

Four plans prepared

RVC $5,000 p.a.

One plan prepared One plan prepared

One plan prepared

One plan prepared

3.5 Implementation of projects in the water efficiency plans including rebates(1)

RCC $55,000 p.a.(2)

Two projects implemented Four projects implemented

Four projects implemented

Four projects implemented

RVC $15,000 p.a.

One project implemented One project implemented

One project implemented

One project implemented


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Quarter 1: 2018/19

Quarter 2: 2018/19

Quarter 3: 2018/19

Quarter 4: 2018/19

Year 2: 2019/20

Year 3: 2020/21

Year 4: 2021/22

3.6 Develop and implement SWPP recognition program

RCC - Recognition program in place

Ongoing review Ongoing review

(1) Budget does not include customer costs for implementing the water efficiency plans.

(2) Budget will increase in years 3 and 4 to reflect the expected success of the communication and engagement activities.


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Target Groups: All customers

Objectives: • Investigate implementation of new technology for identifying leaks and monitoring consumption.

Current Status:

Currently manual reading of customer water meters is undertaken on a quarterly basis and while this may be adequate for billing requirements it provides limited information on actual water use behaviour and leakage.

A smart meter is a normal water meter connected to a data logger. It can allow for the continuous monitoring of water consumption for the LWU and the consumer to assist in demand management. Smart metering remotely collects water flow data that would otherwise require a manual reading through a data logger. It sends the water data via a signal where it can be viewed in a web interface in near real time.

Limited research has been undertaken on the full potential of smart metering technology. In order to better understand the scope for water savings and wider regional implementation, a pilot of smart water metering was conducted by RCC with high water users (greater than 5ML/a) from 2014-2017. Ten businesses were selected to be involved in the Smart Metering Pilot Program including council owned and operated facilities. A review of the pilot program identified the need to: • Select customers who are motivated and have the right approach; • Ensure customers have high water usage and water meter sites are suitable for a

smart meter; • Engage customers by clearly defining what is involved, the roles and responsibilities

and communication processes; • Provide adequate and ongoing training; and • Maintain regular contact with participants. The smart metering pilot project was effective in obtaining water savings between 10-15% for those businesses who were adequately engaged and motivated.

The pilot project has been fully funded by RCC and was not intended to be an ongoing program but a trial to estimate potential savings and make recommendations for any future smart metering program.

BaSC has implemented a policy requiring all new connections greater than 20mm and properties with multiple tenancies to install automatic meter reading (AMR) with devices provided by council. AMR devices will be analysed by Council’s Rapid Customer Leak Detection algorithms and results reported to the customer.

A report on smart water metering technology was commissioned by the NSW Water Directorate (Water Directorate, 2017) to assist LWUs in their decision-making process for future smart metering projects. The Directorate engaged WaterGroup to prepare this Report on the latest remote monitoring technologies. The report provides an overview of the current automated meter reading/smart metering technologies in the market and assesses their reliability, performance and opportunities for urban and rural applications.


Page 23


RDMP Approach:

With developments in smart water metering technology, new opportunities have arisen to achieve water savings through better understanding of real-time water consumption. Technological advancements have continued throughout the duration of the Smart Metering Pilot Program.

It is necessary to consider the approach that will best suit the individual needs of the councils and the overall requirements of the region to deliver business value and effective demand management. Business value may extend beyond demand management and site specific leak detection to include pressure monitoring, network leak detection and broad-scale, wide area data acquisition and automatic billing.

The Water Directorate (2017) report made general recommendations regarding the available technologies but it will be important to ensure that technologies are appropriate for each LWU and the region and can be integrated with existing systems, infrastructure and networks.

The wider regional implementation of smart water metering technology will be considered through: • Discontinuation of the current Smart Metering Pilot Program; • Determining the individual needs of the LWUs and the overall needs of the region; • Reviewing current available smart metering and automatic meter reading technologies

on the market; and • Considering different options for subsidising smart meter technology.

A business case will be developed to identify the regional objectives and scope of smart metering, the extent of network coverage and technologies.

Experience from the pilot project suggests customers need to be actively engaged to achieve successful demand management through smart metering. A communication and engagement strategy will be implemented to increase the uptake of smart meters as discussed in Action 6: Rainwater Tank Rebates.

The smart metering program links to other actions in the RDMP:

• Action 3: Sustainable Water Partner Program

• Action 7C: Community Engagement and Education – High Residential Water Users


Water savings realised by participants with smart meters KPI to be developed as part of Action 4.2

Number of new smart meters installed KPI to be developed as part of Action 4.2

Feedback from participants KPI to be developed as part of Action 4.2


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Quarter 1: 2018/19

Quarter 2: 2018/19

Quarter 3: 2018/19

Quarter 4: 2018/19

Year 2: 2019/20 Year 3: 2020/21

Year 4: 2021/22

4.1 Review program objectives and scope, technologies/suppliers for infrastructure, software and devices


$30,000 Study completed

4.2 Develop a business case for investment in infrastructure including extension of the program to other operational requirements


$15,000 Business case completed and adopted

4.3 Develop funding and subsidy model based on supply of infrastructure and software and rebates/participant contributions for devices


$15,000 Funding model developed and adopted(1)

4.4 Identify preferred technology/supplier

RCC - EOI/Tender issued(1)

Preferred supplier identified(1)

4.5 Roll-out of preferred technology(2)

All LWUs Not estimated

Program is operational(1)


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Quarter 1: 2018/19

Quarter 2: 2018/19

Quarter 3: 2018/19

Quarter 4: 2018/19

Year 2: 2019/20 Year 3: 2020/21

Year 4: 2021/22

4.6 Develop and implement a communication and engagement strategy


$10,000 p.a.

Develop systems and materials

Ongoing liaison with CCs to deliver the strategy

(1) Subject to adoption of a positive business case

(2) Budget does not include costs for smart metering delivery/infrastructure.


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Target Groups: All customers within dual reticulation service areas

Objectives: • Develop cost-effective opportunities for replacement of potable water use with treated sewage effluent.

• Encourage the use of recycled water to supplement potable water supplies.

Current Status:

Recycled water for non-potable supply to households and businesses is available in some parts of the region as discussed in Section 2.2. The schemes are still in their infancy and will be further developed over time.

The recycled water scheme rebate applies to residential properties for connection of recycled water for outdoor use, toilet flushing and cold water washing machine taps (Appendix G). Rebates are available for non-residential customers through the SWPP (Action 3: Sustainable Water Partner Program). Only customers in Ballina Shire and Byron Shire are eligible for rebates where the property is not required to connect to an approved recycled water scheme as part of BASIX.

Recycled water connection rebates of up to $2,170 are provided by RCC (Appendix G) for all eligible customers within the RCC supply area. The rebate is limited to the cost of connection. The recycled water rebate program was approved in November 2013 but no rebates have been paid to date due to the scheme’s infancy.

BySC also provides customers with the opportunity of funding the portion of the connection to the recycled water scheme that is not eligible for a rebate through increased future recycled water bills (rather than up-front payments).

RDMP Approach:

There is a need to consider opportunities for existing customers to connect to the existing schemes and for expansion of the schemes to target additional customers.

Major hotels in Byron Bay and new developments that are in close proximity to the recycled water main will be targeted by BySC.

BaSC will investigate opportunities for conversion of customer laundry taps to recycled water supply within the existing serviced areas as well as connection of existing subdivisions that have not connected to recycled water supply through BASIX.

BaSC and BySC will document a strategy for implementation of the recycled water schemes in their LGAs including areas to be serviced now and in the future, connection types, customers eligible for the rebate, funding, administrative requirements and marketing/promotional activities.

The recycled water delivery and rebate program will be managed and administered by BaSC and BySC. Rebates will be funded by RCC.



Year 1 (2018/19) and 2 (2019/20): BaSC – 30 p.a. and BySC – 5 p.a.

Year 3 (2020/21): BaSC – 45 p.a. and BySC – 5 p.a.



BaSC – 25%

BySC – 10%


Page 27



Quarter 1: 2018/19

Quarter 2: 2018/19

Quarter 3: 2018/19

Quarter 4: 2018/19

Year 2: 2019/20

Year 3: 2020/21

Year 4: 2021/22

5.1 Develop procedures for implementation of rebates and reporting requirements

RCC with input from BaSC and BySC

- Program developed and adopted

5.2 Implement rebate program within RCC supply area

BaSC and BySC (funded by RCC)

$20,000 p.a.(1)

Ongoing Ongoing

5.3 Document strategy for connection to existing recycled water systems or expansion of existing systems

BaSC and BySC - Strategy developed

Strategy adopted

5.4 Develop marketing strategy and promote opportunities for recycled water connections to existing and new customers

BaSC and BySC - Strategy developed

Ongoing marketing and promotion Ongoing marketing and promotion

(1) Budget will increase in years 3 and 4 to reflect the expected success of the communication and engagement activities.


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Target Groups: All residential customers

Objectives: • Encourage the use of rainwater to supplement potable water supplies. • Increase take up of rainwater tank rebates through training and cost-effective, tailored

marketing activities.

Current Status:

Rainwater tank rebates have been offered since 2003. NSW and Federal Government rebates were also offered during 2008 – 2011 (during a period of drought) and uptake was highest during that period. The amount of RCC rebate was increased following the cessation of other rebates. However, the uptake of rebates has been low (41 – 55 per year) since 2012.

Rainwater tank rebates of up to $2,170 are provided by RCC (Appendix B) for all customers within the RCC supply area. Rebates are not available where the tank is required as part of BASIX.

While the FWS found that the rebate program is not cost effective, the program has broad community support.

The rainwater tank rebate program can be confusing to the general public regarding timing and administration of the rebate and supply of tanks. RCC commissioned a tactical marketing plan in 2015/16 (R&S Muller Enterprise Pty Ltd, 2016) to improve the uptake of the rebate.

RDMP Approach:

A communication and engagement program will be developed with the aim of increasing uptake of the rebate based on the recommendations of the tactical marketing plan. A training and information session, open to all tank suppliers, plumbers and councils in the region will also be implemented to provide training to suppliers and administrators of the rebate.

The program will be supported by the development of a media kit to increase promotion and uptake.

The current rebate program will continue with links to other RDMP actions that will complement the rebate programs by targeting high water users or other water consumer groups:

• Action 3: Sustainable Water Partner Program

• Action 7C: Community Engagement and Education – High Residential Water Users

The rebate program will be administered by RCC on behalf of the constituent councils. The constituent councils will also offer equivalent rebates to customers of their local water supply schemes.


Number of rebates provided 65 p.a.

Reduction in metered potable water supply 25%

Tank suppliers and council staff trained/”accredited” KPI to be developed as part of training program


Page 29



Quarter 1: 2018/19

Quarter 2: 2018/19

Quarter 3: 2018/19

Quarter 4: 2018/19

Year 2: 2019/20

Year 3: 2020/21

Year 4: 2021/22

6.1 Develop and implement a communication and engagement strategy (including media kit) to increase the uptake of rainwater tank rebates

RCC $5,000 p.a. Develop systems and materials

Ongoing promotion and engagement Ongoing promotion and engagement

6.2 Develop and implement a training program for council staff, plumbers and tank suppliers

RCC - Develop systems and materials

Deliver training sessions

Deliver refresher training sessions

6.3 Implement rebate program within RCC supply area

RCC $60,000 p.a. Ongoing Ongoing

6.4 Implement rebate program within local supply areas(1)

BaSC $5,000 p.a. Ongoing Ongoing

BySC $10,000 p.a. Ongoing Ongoing

LCC $5,000 p.a. Ongoing Ongoing

RVC $10,000 p.a. Ongoing Ongoing

(1) Budgets have been estimated based on the number of customers in each supply area and expected take-up of rebates.


Page 30


Target Groups: All residential customers

Objectives: • Provide information to assist households to use water more efficiently. • Improve understanding of household consumption compared to benchmarks and

targets. • Provide practical tools that allow consumers to take specific action relevant to their

water use activities. • Provide resources to deliver water efficiency messages. • Improved promotion of voluntary permanent water saving measures.

Current Status: Customer meters are read quarterly and bills are generally provided within four weeks. The current bill format generally includes the current and previous four readings, average daily consumption. BaSC also includes target consumption.

Various information on water saving tips is available on the LWU websites. There is limited used of social media by the LWUs for communication of water topics.

RDMP Approach:

Regional targets for residential consumption per connection and demand per capita are included in this RDMP (refer Section 3.3). Each LWU will adopt local targets that will contribute to the overall regional target.

There is a need for consistent marketing and information provided to residential customers across the region. This will include: • Increased used of social media; • Investigation of a centralised webpage for all demand management information; • Development of a regional water supply bill format to increase awareness of

household consumption and allow comparison with regional or local benchmarks and targets; and

• Regular information/kits to be prepared by RCC and posted by all councils including promotion of Voluntary Water Saving Measures.


Residential demand per connection Refer Section 3.3 and local targets to be developed

Residential demand per capita Refer Section 3.3 and local targets to be developed


Page 31

Action 7B: Community Engagement and Education - Schools

Target Groups: Preschools, primary and secondary schools

Objectives: • Promote water efficiency messages through school education. • Improved promotion of voluntary permanent water saving measures.

Current Status:

RCC and the LWUs have delivered a number of successful education programs targeting early childhood, primary, secondary and tertiary school students and the general community. In 2016, the face-to-face school education program implemented by RCC ceased due to staff restructuring.

Education resources are now provided on the RCC website for direct access by schools and students.

RDMP Approach:

The focus of the school-based program will change to the schools delivering most of this program. RCC, constituent council and other resources available across the region will be reviewed and on-line tools will be further developed. This will be undertaken in consultation and collaboration with the schools to ensure materials are provided in the format required for delivery. Partners will also be identified and engaged to collaborate with the schools/community and deliver specific events across the region e.g. Dorroughby Environmental Education Centre.

Online education resources will be reviewed and updated to ensure: • Alignment with school curriculum; • Coverage of all objectives of RDMP; and • Appropriate use of online technologies.

Partners (such as constituent councils, schools and education centres) will be identified to assist with resource development and delivery. Engagement activities will include confirmation that programs are being implemented and review of feedback from participants.

Key Indicators of Success:

-


Page 32


Target Groups: Residential customers with high (>2 kL/d) consumption.

Objectives: • Implement actions to reduce consumption of high residential water users. • Improved promotion of voluntary permanent water saving measures.

Current Status:

The available data on high residential water users are provided in Appendix H. There are up to 550 residential customers across the region with consumption greater than 2 kL/d (compared to the average of 0.5 kL/d) although due to limitations in categorisation of customer connections, this number is likely to include some multi-residential meters or non-residential customers.

An engagement program with high residential water users commenced in 2013. A mail out was sent by the constituent councils including a cover letter informing of high water use with invitation to participate in an RCC survey to identify reasons for high water use. The known water consumption and per person average (against a target) was included. All residents completing a survey received a water saving action plan from RCC. The aim of the program was to review the consumption after implementation of water saving actions and provide feedback to the customers. Due to a lack of RCC resources, this program was not completed.

All LWUs currently apply a process to alert customers of higher than normal water meter readings as follows: • BaSC – consumption variance of 100% above the previous quarter is advised by letter

to the customer; • BySC - consumption variance of 150% above the previous quarter and usage greater

than 1 kL/day is advised by letter to the customer; • LCC – consumption variance of 100% above the previous quarter is advised by letter

to the customer; • RCC - water usage greater than 200% from the previous quarter or greater than 200%

from the same period the previous year and higher than 100 kL for that quarter is advised by the meter reader or by letter to the customer;

• RVC – meter readers leave a courtesy card if a higher than normal reading is obtained (more than 150% of normal flow). If a large internal leak is detected, the meter reader will contact the customer in person or request that council customer service staff make contact.

RDMP Approach:

The majority of potable town water consumption in the region (69% of water sales) is from residential use (Appendix C). Therefore this RDMP includes actions which actively target high residential water users.

The success of the 2013 engagement program was evaluated in October 2017 by RCC. It was recommended that future engagement is staged to match available resources and that online tools are developed. This may include development of an online home water audit tool to allow customers to assess their household consumption and generate water saving measures with ongoing engagement provided to participants. Active engagement with high residential water users is required to undertake water audits and promote water saving measures/rebates. Smart metering of high residential water users may also provide opportunities for a better understanding of water usage if customers have access to their water usage in real time and in a format that is readily understood.

There is an opportunity to provide consistency in procedures employed to notify customers of higher than normal consumption and reduce the time lag between high readings and notifications to customers to assist in identifying and resolving leaks.


Page 33



Number of participants in program 50 p.a. from year 3 (2020/21)

Water savings achieved by participants 25%


Page 34

Action 7: Community Engagement and Education


Quarter 1: 2018/19

Quarter 2: 2018/19

Quarter 3: 2018/19

Quarter 4: 2018/19

Year 2: 2019/20

Year 3: 2020/21

Year 4: 2021/22

7.1 Develop local residential consumption targets to support achievement of regional targets

All LWUs - Targets developed

7.2 Develop and implement a communication and education program targeting residential households including engagement with customer service staff

RCC $5,000 p.a. Develop program

Ongoing liaison with CCs to deliver the strategy Ongoing liaison with CCs to deliver the strategy

7.3 Develop communication materials including webpage, fact sheets, media releases and social media posts

RCC $3,000 Materials developed

Ongoing review Ongoing review

7.4 Develop improved water bills to be utilised across the region

RCC $5,000 Format of bills developed Format adopted by LWUs

7.5 Develop and implement a communication and engagement program targeting schools

RCC $5,000 p.a. Develop program

Ongoing liaison with CCs to deliver the strategy Ongoing liaison with CCs to deliver the strategy


Page 35



Quarter 1: 2018/19

Quarter 2: 2018/19

Quarter 3: 2018/19

Quarter 4: 2018/19

Year 2: 2019/20

Year 3: 2020/21

Year 4: 2021/22

7.6 Communicate with schools and identify partners to conduct face to face school-based activities

RCC - Ongoing delivery and review of program Ongoing delivery and review of program

7.7 Review and update web-based educational resources

RCC $4,000 Resources reviewed and updated

Ongoing review

7.8 Develop high residential water users program

RCC - Program development

Program development

7.9 Develop and implement a communication and engagement program targeting high residential water users

RCC $5,000 p.a.

Develop systems and materials

Ongoing liaison with CCs to deliver the strategy

7.10 Develop online home water audit tool

RCC $18,000 Tool developed

Tool available online

7.11 Ongoing development and delivery of community engagement and education program

RCC $15,000 p.a.

Program development and delivery Program development and delivery


Page 36

5. MONITORING AND EVALUATION

Monitoring and evaluation are essential tools for the implementation and ongoing improvement of this RDMP. The Regional Water Supply Agreement Liaison Committee will oversee the plan implementation and ensure the actions specified in the RDMP are completed. The Committee will also be responsible for assessing if the plan is meeting its objectives and how best to adapt the plan to incorporate the latest knowledge, experience and technology in a process of continuous improvement.

Success of the RDMP will be gauged through:

• Reporting of action implementation (including timing and completeness);

• KPIs as specified for each RDMP action;

• Local and regional demand indicators and achievement of targets for:

o NRW (ML/a and % of total supply);

o Residential consumption per connection;

o Total demand per connection; and

o Residential demand per person.

Annual review of this RDMP will be undertaken by September 30 of each year and will include:

• A review of demand data;

• An evaluation of the effectiveness of RDMP actions;

• Review of the appropriateness of the KPIs;

• Feedback from the customers; and

• An assessment of the impact of RDMP actions on the LWUs in terms of costs, resourcing and operations.

Based on the results of the annual reviews, the RDMP may need to be revised to address any identified issues.

This RDMP will be reviewed in four years (by June 2023).


Page 37

6. RDMP IMPLEMENTATION BUDGET

The RDMP actions will require resources and funding for system development, marketing and promotion, data collection and monitoring, implementation of actions and ongoing review. A summary of the expected funding requirements is provided in Table 9.

Table 9: Funding and resources

RDMP Actions Type Budget Timing Responsibility


System development $10,000 Year 1 – 2018/19 RCC

Data collection and reporting Existing staff Ongoing All LWUs

Demand forecast review $40,000 Year 2 and 3 – 2019/20 – 2020/21

RCC


Program development $50,000 Year 1 – 2018/19 RCC

$10,000 Year 1 – 2018/19 BaSC

$10,000 Year 1 – 2018/19 BySC

$10,000 Year 1 – 2018/19 RVC

System development $40,000 Year 2 – 2019/20 RCC

Data collection and reporting Existing staff Ongoing All LWUs

Infrastructure and operations Not estimated Year 2 – 2019/20 onwards All LWUs


Marketing and promotion $10,000 p.a. Year 1 – 2018/19 onwards RCC

Customer rebates (plans and water efficiency measures)

$75,000 p.a. Year 1 and 2 – 2018/19 -2019/20)

RCC

$85,000 p.a. Year 3 – 2020/21 RCC

$95,000 p.a. Year 4 – 2021/22 RCC

Customer rebates (plans and water efficiency measures)

$20,000 p.a. Year 1 – 2018/19 onwards RVC

Data collection and reporting Existing staff Ongoing RCC


Program development $60,000 Year 1 – 2018/19 and Year 2 – 2019/20

RCC



Data collection and reporting Existing staff Year 3 – 2020/21 onwards All LWUs



Page 38

RDMP Actions Type Budget Timing Responsibility


Customer rebates $20,000 p.a. Year 1 and 2 – 2018/19 -2019/20)

RCC

$30,000 p.a. Year 3 – 2020/21 RCC

$45,000 p.a. Year 4 – 2021/22 RCC

Marketing and promotion Existing staff Year 1 – 2018/19 onwards BaSC and BySC

Data collection and reporting Existing staff Year 1 – 2018/19 onwards BaSC and BySC



Customer rebates $60,000 p.a. Year 1 – 2018/19 onwards RCC

Customer rebates $5,000 p.a. Year 1 – 2018/19 onwards BaSC

Customer rebates $10,000 p.a. Year 1 – 2018/19 onwards BySC

Customer rebates $5,000 p.a. Year 1 – 2018/19 onwards LCC

Customer rebates $10,000 p.a. Year 1 – 2018/19 onwards RVC




System development $30,000 Year 1 – 2018/19 and Year 2 – 2019/20

RCC


Program development and delivery

$15,000 p.a. Year 1 – 2018/19 onwards RCC

Ongoing review Annual review of RDMP actions

Existing staff Ongoing All LWUs

Four year review of RDMP $30,000 Year 4 – 2021/22 RCC

Totals1 Year 1: 2018/19 Year 2: 2019/20 Year 3: 2020/21 Year 4: 2021/22

RCC $297,000 $293,000 $255,000 $250,000

BaSC $15,000 $5,000 $5,000 $5,000

BySC $20,000 $10,000 $10,000 $10,000

LCC $5,000 $5,000 $5,000 $5,000

RVC $40,000 $30,000 $30,000 $30,000

Totals $377,000 $343,000 $305,000 $300,000

1. Not including staff resources, capital or operating costs


Page 39

REFERENCES

BSC (2013) Application for Alternative BASIX Reticulated Water Supply

DPI Water (2017a) 2015-16 NSW Water Supply and Sewerage Benchmarking Report

DPI Water (2017b) 2015-16 NSW Water Supply and Sewerage Performance Monitoring Report

DWE (2007) Best-Practice Management of Water Supply and Sewerage, Guidelines, August 2007

Hydrosphere Consulting (2013) Rous Water Future Water Strategy: Demand Forecast

Hydrosphere Consulting (2016) Regional Water Supply Drought Management Plan

MWH (2014) Evaluation of Demand Management Measures Technical Note. Future Water Strategy, prepared for Rous Water

National Water Commission (2014) National Performance Framework: 2013–14 urban performance reporting indicators and definitions handbook

NSW Water Directorate (2017) Report on Smart Metering Technology

R&S Muller Enterprise Pty. Ltd. (2016) Rainwater Tank Rebate Program – Tactical Marketing Plan 2015/16

Rous Water (2012) Demand Management Plan 2012-2016

Rous Water (2014) Future Water Strategy – Water security for our future


Page 41

APPENDIX A: BEST-PRACTICE CHECKLIST


Page 42

Table 10: Water Conservation and Demand Management Checklist – Appendix C of Best-Practice Management Guidelines

Topic Outcome Achieved BaSC BySC LCC RVC RCC retail

1. Demand Monitoring

A. Bulk water production metered and recorded on a daily basis

B. All new free standing and multi-unit residential developments (both strata and non-strata) approved after 1 July 2004 must be separately metered

Recent properties with multiple tenancies are individually metered although consumption for multi-residential properties is not readily reported.

Not applicable

C. All free standing residential premises must be separately metered by 1 July 2007

D. LWUs should encourage separate metering of existing multi-unit residential developments, where cost-effective

Some properties with multiple tenancies are individually metered although consumption for multi-residential properties is not readily reported.

Not applicable

E. Customer water consumption billed at least three times a year (and preferably quarterly)

Quarterly Quarterly Quarterly Quarterly Quarterly

F. Customers classified in accordance with the categories defined in the latest NSW Water Supply and Sewerage Performance Monitoring Report and consumptions reported annually

Classifications generally include residential and non-residential categories. Customers are categorised primarily for billing purposes based on the meter

characteristics (size, strata, vacant etc.) rather than customer types (commercial, industrial, rural, institutional, bulk sales, public parks, unbilled) as required. Total residential and non-residential consumption is reported

annually.

G. If facing augmentation of the peak day capacity of your system, monitor and record service reservoir levels on a daily basis in high demand periods

2. Demand Forecasting

A. Historical records corrected for influence of climate As part of separate studies.

B. Data records screened for errors

C. Demand forecasts prepared for each customer category as well as for leakage and unaccounted for water (UFW)

As part of separate studies where data are available.


Page 43

Topic Outcome Achieved BaSC BySC LCC RVC RCC retail

3. Demand Management Planning

A. Examined a range of long-term demand management measures including: retrofit programs, rebates for water, efficient appliances, rebates for rainwater tanks, rebates for garden mulch, effluent and stormwater re-use programs

B. Completed benefit/cost analysis of demand management measures that includes benefits from reduced capital works and lower operating costs.

As part of Future Water Strategy.

C. Completed investment schedule/plan for implementing cost-effective demand management measures

4. Implementation A. Subsidised and promoted at least two of the identified demand management initiatives, referred to in 3. above

Rainwater tanks, recycled water, various non-residential rebate opportunities.

B. Examined the implementation of permanent water saving measures to minimise wastage, in accordance with Item 91 (iii) of the National Water Initiative

Voluntary water saving measures will be actively promoted.

C. Implemented a cost-effective leakage reduction program to reduce system water losses

Water loss management

plan to be documented







D. Ongoing customer education campaign focussing on the importance of conserving our valuable water resources

E. If average residential water use per property exceeds that for the median NSW utility (290 kL/a in 2002/03) by over 20%, the LWU must show progress towards achieving a reduction in average residential use by 1 July 2007

The average residential water use per property is below or within 20% of the NSW median. Regional targets for average residential water use have been included in the RDMP. Local targets

will be developed.

F. Monitoring program for reviewing the effectiveness of the implemented demand management measures

Source: DWE (2007). The outcome has been achieved. The outcome has not been achieved.


Page 45

APPENDIX B: WATER BALANCE AND KEY INDICATORS


Page 47

Potable water supplied to customers in the region includes (Figure 3):

• Water supplied, W:

o Bulk water supplied by RCC to the constituent councils and RCC retail customers; and

o Treated water from the constituent council water treatment plants used to supply customers outside of the bulk supply area.

• Metered billed consumption, C (revenue water supplied) – water sold to residential and non-residential customers;

• Unbilled unmetered authorised consumption - Any unmetered authorised consumption for which a bill is not issued to the consumer (e.g. process water at water treatment works, hydrants for mains flushing, fire services, etc.);

• Water losses, consisting of:

o Apparent losses consisting of:

Unauthorised consumption - illegal use; and

Customer metering errors.

o Real losses - leakage and overflows from mains, service reservoirs and service connections prior to customer meters.

Non-revenue water (NRW) is the water supplied that is "lost" before it reaches the customer.

𝐍𝐍𝐍 = Total Potable Water Supplied, W − Metered Billed Consumption, C

NRW is expressed in volume units as well as a percentage of total potable water supplied, although the percentage may be misleading when demand is abnormally high or low for a particular period.

Figure 3: The water balance Source: Adapted from National Water Commission (2014).

The infrastructure leakage index (ILI) is an indicator of how effectively real losses in the distribution system are being managed at the current operating pressures. It is the preferred indicator for state and national comparisons (metric benchmarking), and has been adopted by the International Water Association as the preferred indicator for international comparisons (National Water Commission, 2014).

Infrastructure Leakage Index (𝐈𝐈𝐈) = CARLUARL

Where:

Current Annual Real Losses (CARL) = Leakage

Unavoidable Real Losses (UARL) = (18 Lm + 0.8 Nc ) x P

Lm = Length of mains (kilometres)

Nc = Number of connections

P = Pressure (metres)

Unavoidable background leakage, UBL represents the amount of small hidden leaks that are not detectable.

UBL (L/hour) = (20 Lm + 1.25 Nc ) x �AZNP

50�1.5

Where:

AZNP = Average zone night pressure (m)


Page 49

APPENDIX C: CURRENT DEMAND AND NRW DATA


Page 51

Data from the 2015/16 NSW Government Benchmarking Report (generated from performance reporting data provided by the LWUs) are given in Table 11 and Table 12. More recent estimates of population served have been provided by some LWUs (Table 12).

Table 11: Water supply customer connections – 2015/16

Local Water Utility Residential connections

Non-residential connections

Total connections

Rous County Council retail 1,789 271 2,060

Ballina Shire Council 13,718 1,522 15,240

Byron Shire Council 12,550 1,470 14,020

Lismore City Council 9,936 1,514 11,450

Richmond Valley Council 6,490 720 7,210

Region 44,483 5,497 49,980

Table 12: Permanent population served by water supplies – 2016

Local Water Utility Population Source

Rous County Council retail 4,314 Estimated by RCC using 2016 Census data

Ballina Shire Council 38,300 2015/16 NSW Government Benchmarking Report

Byron Shire Council 31,823 Estimated by RCC using 2016 Census data

Lismore City Council 20,700 2015/16 NSW Government Benchmarking Report

Richmond Valley Council 15,792 Estimated by RVC using 2016 Census mesh block counts

Region 110,929

Regional demand data for 2015/16 reported by the NSW Government are given in Table 13.


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Table 13: Potable urban water demand in the region – 2015/16

Local Water Utility

Potable urban water supplied (ML)

Residential Non-residential

Bulk Supply Total revenue water

NRW Total % NRW

Rous County Council

740 (1) 27 9,580 10,347 334 10,681 (2) 3%


2,310 531 - 2,841 821 3,662 22%

Byron Shire Council

1,951 829 - 2,780 305 3,085 10%


1,678 733 - 2,411 383 2,794 14%

Richmond Valley Council 973 1,521

- 2,494 316 2,810 11%

Region 7,652 3,641 9,580 11,293 2,159 13,452 16%

Source: DPI Water (2017a)

1. RCC retail supply is reported as rural.

2. Total for RCC includes bulk supply of 9,580 ML

Regional demand and demand per connection for the four years to 2015/16 is shown in Figure 4 and Figure 5 respectively. Based on this data, the current average residential consumption per connection in the region is 181 kL/a and the total demand per connection is 282 kL/a.

Figure 4: Regional demand and connected properties: 2012/13 – 2015/16 Source: DPI Water (2017a); DPI Water (2016); DPI Water (2015); DPI Water (2014).

30,000

35,000

40,000

45,000

50,000

55,000

0

2,000

4,000

6,000

8,000

10,000

12,000

14,000

16,000

2012/13 2013/14 2014/15 2015/16

Conn

ecte

d pr

oper

ties

Dem

and

(kL/

a)

Revenue Water Supplied NRW Total Demand Connected properties


Page 53

Figure 5: Regional residential consumption and total demand per connection: 2012/13 – 2015/16 Source: Calculated from DPI Water (2017a); DPI Water (2016); DPI Water (2015); DPI Water (2014).

Residential and total demand indicators for each LWU are shown in Table 14.

182 186 182172

283294

282269

0

50

100

150

200

250

300

350

2012/13 2013/14 2014/15 2015/16

kL/a

Residential consumption per connection Total demand per connection


Page 54

Table 14: Residential consumption and total demand per connection for each LWU: 2012/13 – 2015/16

Local Water Utility

2012/13 2013/14 2014/15 2015/16 3 year average

Residential consumption

per connection

(kL/a)

Total demand per connection

(kL/a)


per connection

(kL/a)


(kL/a)


per connection

(kL/a)


(kL/a)


per connection

(kL/a)


(kL/a)


per connection

(kL/a)


(kL/a)

Rous County Council retail1

413 - 439 - 429 - 414 - 427 -

Rous County Council bulk supply

- 237 - 243 - 271 - 259 - 258


185 263 194 272 181 258 168 240 181 257

Byron Shire Council

151 211 155 223 155 222 155 220 155 222


175 251 181 256 180 251 169 244 177 250


184 405 166 420 172 397 150 390 162 402

Region 182 283 186 294 182 282 172 269 180 282

Median of LWUs with >10,000 properties2

169 Not reported 171 Not reported 168 Not reported 166 Not reported 168 -


Page 55

Local Water Utility

2012/13 2013/14 2014/15 2015/16 3 year average


per connection

(kL/a)


(kL/a)


per connection

(kL/a)


(kL/a)


per connection

(kL/a)


(kL/a)


per connection

(kL/a)


(kL/a)


per connection

(kL/a)


(kL/a)

Median of LWUs with 3,001/4,001 - 10,000 properties3

270 Not reported 245 Not reported 248 Not reported 248 Not reported 247 -

NSW median 166 - 173 - 166 - 162 - 167 -

Source: DPI Water (2017a); DPI Water (2016); DPI Water (2015); DPI Water (2014).

1. Reported as rural properties.

2. RCC, BaSC, BySC and LCC

3. RVC. Range started at 3,001 properties in 2012/13, 2013/14 and 2014/15.

Per capita residential demand is shown in Table 15.

Table 15: Residential demand per person

Local Water Utility Population served 3 year average residential

consumption (kL/a)

Residential consumption per

capita (kL/a)

Residential consumption per

capita (L/d)

Rous County Council retail 4,314 765 177 486

Ballina Shire Council 38,300 2,379 62 170

Byron Shire Council 31,823 1,962 62 169

Lismore City Council 20,700 1,730 84 229

Richmond Valley Council 15,792 1,033 65 179

Region 110,929 7,869 71 194

Quarterly water balance data since 2013/14 for each LWU’s service area and the region are provided in Figure 6. BaSC is not able to separately report on consumption for Wardell service area and therefore data is reported for the whole shire only. The metered billed consumption for RCC includes all bulk supplied water, all retail consumption and filling station sales.

The corresponding data on NRW for each quarter and the 12 and 24 month rolling average NRW (ML/quarter and %) are shown for each LGA and the region in Figure 7.


Page 57

Ballina LGA

Mullumbimby

Byron bulk supply area

Byron LGA

0

200

400

600

800

1,000

1,200

Volu

me

(ML)

Metered billed consumption Quarterly NRW Total water supplied

-20

0

20

40

60

80

100

120

140

Volu

me

(ML)


-200

-100

0

100

200

300

400

500

600

700

800

Volu

me

(ML)


-200

0

200

400

600

800

1,000

Volu

me

(ML)



Page 58

Nimbin

Lismore bulk supply area

Lismore LGA

Casino

Richmond Valley bulk supply area

Richmond Valley LGA

0

5

10

15

20

25

30

35

40

45

Volu

me

(ML)


-200

0

200

400

600

800

1,000

Volu

me

(ML)


-200

0

200

400

600

800

1,000

Volu

me

(ML)


-200

-100

0

100

200

300

400

500

600

700

800

Volu

me

(ML)

Metered billed consumption (ML) NRW (ML) Total water supplied (ML)

-200

20406080

100120140160180200

Volu

me

(ML)


-200

0

200

400

600

800

1,000

Volu

me

(ML)



Page 59

Rous County Council

Region

Figure 6: Quarterly total potable water supplied, metered billed consumption and NRW for each service area and the region

0

500

1,000

1,500

2,000

2,500

3,000

3,500

Volu

me

(ML)


0

500

1,000

1,500

2,000

2,500

3,000

3,500

4,000

4,500

Volu

me

(ML)



Page 61

Ballina Shire Council, ML

Ballina Shire Council, %

Byron Shire Council, ML

Byron Shire Council, %

Lismore City Council, ML

Lismore City Council, %

0

100

200

300

400

500N

RW (M

L)

Quarterly NRW 12 month rolling average NRW

24 month rolling average NRW

0%

10%

20%

30%

40%

50%

NRW

(%)

NRW (%) 12 month rolling average NRW (%)

24 month rolling average NRW (%)

-200

-100

0

100

200

300

400

500

NRW

(ML)



-20%

-10%

0%

10%

20%

30%

40%

50%

NRW

(%)



-200

-100

0

100

200

300

400

500

NRW

(ML)



-20%

-10%

0%

10%

20%

30%

40%

50%

NRW

(%)




Page 62

Richmond Valley Council, ML

Richmond Valley Council, %

Rous County Council, ML

Rous County Council, %

Region, ML

Region, %

Figure 7: Quarterly and rolling 12 and 24 month average NRW (ML and %) for each LGA and the region

-200

-100

0

100

200

300

400

500

NRW

(ML)



-30%

-20%

-10%

0%

10%

20%

30%

40%

50%

NRW

(%)



0

100

200

300

400

500

NRW

(ML)

NRW (ML) 12 month rolling average NRW (ML)


0%

10%

20%

30%

40%

50%

NRW

(%)



0

200

400

600

800

1,000

1,200

NRW

(ML)

NRW (ML) 12 month rolling average NRW (ML)


0%

10%

20%

30%

40%

50%

NRW

(%)




Page 63

APPENDIX D: DEVELOPMENT OF DEMAND TARGETS AND KPIs


Page 65

The demand targets and KPIs have been developed with the data available. These may be reviewed and modified if appropriate when additional data becomes available. Data will be collected and reported to confirm achievement of all targets and KPIs and review their appropriateness.

Demand Targets

Selection of the demand targets (Section 3.3) is discussed in the following table. A rolling average of the previous 3 years is recommended for reporting purposes.

Table 16: Selection of demand targets

Indicator Current 2022 Target

2026 Target

Comments

NRW (%) 17.0% 12.0% 10.0% In 2015/16 the median NRW for LWUs with >10,000 properties and 4,000 – 10,000 properties was 12% and the NSW median was 10%. These medians are considered to be the minimum targets for the region to achieve. The medians are expected to reduce as other LWUs implement demand management measures.

Water loss is a critical component of the RDMP and the targets reflect the need to be pro-active and committed to water loss reduction. A target of 5% reduction in NRW over 4 years is included but timely implementation of actions from the WLMPs will be required.

The % and volume of NRW are dependent on the total volume of water supplied and consumed each year and are therefore indicative.

NRW (ML/a) 2,430 1,620 1,320

Residential consumption per connection (kL/a)

180 165 160 In 2015/16 the median consumption for LWUs with >10,000 properties was 166 kL/a and the NSW median was 162 kL/a. These medians are considered to be the minimum targets for the region to achieve. The medians are expected to reduce as other LWUs implement demand management measures.

The majority of potable town water consumption in the region (69% of water sales) is from residential use and actions are proposed to target this sector.

Residential demand per person (L/d)

195 175 170 This target has been estimated from the target reduction in residential demand per connection (9% reduction by 2022 and 3% reduction between 2022 and 2026).

This indicator is highly dependent on the estimation of the population served and targets may be varied once the population is confirmed.

Total demand per connection (kL/a)

280 260 250 This target has been estimated from the target reduction in residential demand per connection (9% reduction by 2022 and 3% reduction between 2022 and 2026)


Page 66

Key Performance Indicators

Selection of the KPIs is discussed in the following table.

Table 17: Selection of KPIs

Key indicator of success

KPI Comments


NRW Refer Section 3.3 and local targets to be developed

As part of the WLMPs, each council will develop local targets for NRW that are consistent with achievement of the regional NRW target.


The council levels of service generally include the requirement to repair leaks and return service to customers within a set time period.

The NSW Government annual performance reporting includes indicator C15 – average duration of unplanned water supply interruption. Data reported for 2015/16 were (DPI Water, 2017b): • RCC – not reported • BaSC – 120 minutes • BySC - 120 minutes • LCC – 214 minutes • RVC - not reported

This KPI is consistent with the council levels of service and indicator C15.


Water savings realised through SWPP

5 ML/a from year 2 (2019/2020)

Annual water savings have been estimated by RCC as approximately 1 ML/a between 2009/10 and 2017/18. Water efficiency plans prepared in 2014 identified water saving projects with predicted water savings up to 1 ML/a per project. The limited engagement and assistance provided to these customers has been acknowledged. With the increased communication and engagement proposed in this RDMP, it is assumed that each plan prepared will result in the implementation of one water efficiency project with a savings of 1 ML/a.


Water savings realised by participants with smart meters

KPIs to be developed as part of Action 4.2

The application of smart metering in the region will be reviewed. Action 4.2 - the development of a business case for investment in smart metering infrastructure will include recommendations for KPIs which will depend on the coverage and technology to be adopted.

Number of new smart meters installed

Feedback from participants


Page 67


KPI Comments



Year 1 (2018/19) and 2 (2019/20): BaSC – 30 p.a. and BySC – 5 p.a.;

Year 3 (2020/21): BaSC – 45 p.a. and BySC – 5 p.a.;


Opportunities for connection to the existing recycled water infrastructure (refer Section 2.2) includes: • Ballina - connection of laundry taps within existing supply areas and

connection of new supply areas along the route of the supply main; and

• Byron – connection of commercial customers along the route of the supply main.

The RCC budget for recycled water rebates is $20,000 p.a. in year 1 and 2, $30,000 in year 3 and $45,000 in year 4. Assuming an average rebate amount of $550 - $620, approximately 35 rebates can be funded in year 1 and 2. With increased promotion, there is the potential for increased interest in the rebate and RCC will consider increasing the budget if required.


BaSC – 25%

BySC – 10%

The Rous Demand Forecast (Hydrosphere Consulting, 2013) included an estimate of the potable water consumption for dual reticulated properties in Ballina LGA. Data was provided by BaSC on the average consumption for properties with dual meters in 2009/10 (but not yet supplied with recycled water). The properties with dual meters consumed 18,700 kL for non-potable uses (recycled water meter) and 51,900 kL for potable uses in 2009/10 (26% of supply for non-potable uses). Data since recycled water was provided to these properties in 2017 are not available. It is acknowledged that non-potable outdoor uses would increase in a dry climate but the extent of discretionary use of potable water is difficult to predict.

Data are not available for Byron Shire customers connected to dual supplies but the potable water savings are expected to be highly dependent on the customer type and uses. Recycled water use in Byron Shire (not subject to BASIX requirements) includes only toilet flushing and irrigation, hence the expected water saving is lower than in Ballina LGA.


Number of rebates provided

65 p.a. The average amount paid per rebate over the last 5 years is $918. The RCC budget for recycled water rebates is $60,000 p.a. and approximately 65 rebates can be funded each year. With increased promotion, there is the potential for increased interest in the rebate and RCC will consider increasing the budget if required.

Reduction in metered potable water supply

25% The water savings are assumed to be similar to those for a recycled water connection in an average climate year.

The Rous Future Water Strategy (MWH, 2014) assumed average savings of 52 kL/a for a single residential property (depending on end uses) or 28% of current average demand (180 kL/a).

Tank suppliers and council staff trained/ ”accredited”

KPI to be developed as part of Action 6.2

There are a limited number of tank suppliers servicing the region. Action 6.2 – develop and implement a training program for council staff, plumbers and tank suppliers will include identification of potential plumbers/suppliers and training and engagement targets.


Page 68


KPI Comments


Residential demand per connection

Refer Section 3.3 and local targets to be developed

Acton 7.1 requires that each council will develop local targets for residential demand that are consistent with achievement of the regional targets.

Residential demand per capita


Number of participants in program

50 p.a. from year 3 (2020/2021)

With engagement and assistance provided to high water users including online audit tools, the success of this program is expected to be realised from year 3. Assuming there are 500 legitimate customers in the region with consumption > 2 kL/d, the target is 10% of customers participating in the program each year (with all customers participating over a 10 year period).

Water savings achieved by participants

25% The average residential consumption in the region is 0.5 kL/d. The reasons for the high consumption are not yet known but may include leaks, excess outdoor usage and consumption inefficiency. The average water savings are assumed to be similar to those for rainwater tanks and recycled water connections.


Page 69

APPENDIX E: PROPOSED WATER BALANCE MONITORING AND REPORTING FORMAT


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Organisation: Reporting Date: 2/11/2017 Reporting Period From 1/07/2017 To 30/09/2017 91 days

This Period W C W-C NRW/W 0.50% 0.10% 2.0% L m N c AZNP UBL Known leaks, repairs, other actions

Zone Total water supplied (ML)

Metered billed consumption

(ML)

NRW (ML) NRW (%) Unbilled Authorised (ML)

Unauthorised consumption

(ML)

Customer Metering Errors

(ML)

Leakage (ML) Night flow (ML)

Length mains (km)

Number service connections

Average zone night pressure

(m)

Unavoidable background

leakage (kL/day)

Comments

Zone 1 250 190 60 24.0% 1.3 0.3 3.8 55 0.11 31 250 50 22

Zone 2

Zone 3 650 530 120 18.5% 3.3 0.7 10.6 106 0.65 300 10,000 50 444

Zone 4 300 250 50 16.7% 1.5 0.3 5.0 43 0.13 500 4,000 50 360

Zone 5

Zone 6

Zone 7

Zone 8

Zone 9

Zone 10

Zone 11

Totals 1,200 970 230 19.2% 6.0 1.2 19.4 203.4 0.9 831 14,250 826

Council name

Local supply area

Rous bulk supply area


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APPENDIX F: TOP NON-RESIDENTIAL USERS (>5 ML/A)


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Table 18: Highest non-residential users in the region

Customer Sector LGA Service Area Average Daily Usage (kL/d)

Average Annual Usage (ML/a)

Industrial RVC Casino 2112 771

Industrial Lismore Rous 281 102

Industrial RVC Rous 205 75


Council RVC Casino 129 47


Education Lismore Rous 122 45

Hospital Lismore Rous 113 41

Tourism Byron Rous 99 36

Tourism RVC Rous 97 35


Aged Care/retirement RVC Casino 69 25

Shopping centre Lismore Rous 66 24

Aged Care/retirement Ballina Rous 65 24


Education Lismore Rous retail 56 20

Hospital Lismore Rous 55 20

Tourism Ballina Rous 55 20

Tourism Lismore Rous retail 51 19

Aged Care/retirement Lismore Rous 49 18



Public pool Ballina Rous 43 16


Council Lismore Rous retail 42 15




Tourism RVC Casino 39 14






Public pool Ballina Rous 30 11

Education Byron Rous 30 11

Hotel Byron Rous 29 11


Industrial Byron Rous retail 28 10



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Customer Sector LGA Service Area Average Daily Usage (kL/d)

Average Annual Usage (ML/a)



Special Event? Byron Rous 27 10






Council Lismore Rous 23 9

Industrial Byron Rous retail 23 8

Hospital Byron Rous retail 23 8

Industrial Byron Rous 23 8


Hospital Ballina Rous 22 8




Public pool Lismore Rous 21 8

Shopping centre Ballina Rous 21 8




Education Byron Rous 19 7


Tourism Lismore Rous 19 7



Education RVC Casino 17 6

Tourism RVC Rous retail 16 6

Council Byron Mullumbimby 16 6

Aged Care/retirement RVC Casino 16 6

Shopping centre Lismore Rous 16 6

Public pool Lismore Rous 16 6


Council Byron Rous 14 5

Public pool Byron Rous 14 5


Shopping centre Byron Rous 14 5

Community RVC Rous 14 5

Council Byron Rous 14 5


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APPENDIX G: CURRENT REBATE PROGRAMS


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Rainwater tanks - residential:

Three levels of rebate are available to residential properties in the region for rainwater tanks, based in the first instance on the tank volume. For more than one tank, the rebate is based on the total combined volume. Additional rebates are available if rainwater from the tank is supplied for flushing toilets and/or to the washing machine. Rebates are available for tanks purchased and installed on or after 1 April 2015.

Table 19: Rainwater tank rebates

Rebate level Tank volume (litres) Rebate Amount

1 2,000 to 4,499 $200

2 4,500 to 8,999 $800

3 9,000 or more $1,000

Plus If all toilets are connected to the rainwater tank $620

Plus If washing machine is connected to the rainwater tank $550

Recycled Water:

The recycled water scheme rebate provides rebates to residential properties for connection of recycled water for outdoor use, toilet flushing and cold water washing machine tap. Eligible rebates are only for residential customers of Ballina Shire and Byron Shire Councils where the property is not required to connect to an approved recycled water scheme for a BASIX requirement. Two categories are available:

Table 20: Recycled water rebates

Connection Type Rebate Amount

Category 1 - Existing Connection to Recycled Water

Connection to Washing Machine - Cold Water Tap $550

Category 2 - New Connection to Recycled Water

Connection of recycled water to the property with at least one outdoor tap to be used for the following outdoor uses - garden irrigation, ornamental ponds, washing cars, pathways, walls.

$1,000

Toilet/s for toilet flushing only. Note: All toilets should be connected. $620

Washing machine – cold water tap $550


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Table 21: Rebates offered as part of the SWPP


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APPENDIX H: HIGH RESIDENTIAL USERS


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Table 22: Highest residential users in the region

LGA Number of customers Comments

>3 kL/d 2-3 kL/d 1-2 kL/d

Ballina 112 117 859 BaSC is unable to identify multi-residential customers who are likely to be included in these figures

Byron 58 70 704 -

Lismore 25 49 453 Multi-residential customers are not included as they are less likely to be high users.

RVC 5 13 229 -

Rous retail 37 72 338 These figures may include non-residential customers.

Total region 237 321 2,583 This figure is likely to include some multi-residential meters or non-residential customers.

regional demand management plan: 2019 – 2022

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