Have your say

Background

Through collaboration and engagement, Central Coast Council and the community co-designed the first Water and Sewer Customer Charter in 2023 to ensure the services we deliver align with our customers' values. This was codesigned via in person forums as part of our Improving Your Water and Sewer Services engagement in 2023, where a table of contents for the Charter was created by our customers. We then delved deeper for the remainder of the document’s content through online focus groups with our People’s Panel.

The Customer Charter specifically highlights:

  • our standard of service to you
  • your expectations as a customer
  • how you can help us to help you
  • mutual rights and obligations

As part of our ongoing commitment to improve customer outcomes related to Water and Sewer, we are updating the Charter to align with governance changes and the shifting values of our customer’s and community.

To ensure the Charter reflects customer priorities and expectations, a focus group was held with the dedicated Water and Sewer People’s Panel before placing the document on public exhibition.

How the People’s Panel helped improve the Charter

  • Water and Sewer responsibilities

    The water and sewer responsibilities graphic has been updated to make it easier to understand, with a clearer layout and improved accessibility.

  • Water and Sewer definitions

    Definitions have been added to explain key water and sewer network terms, making the information easier to understand.

  • Common issues across the network

    Real-world examples of common water and sewer issues have been updated to help customers better understand what to look out for and how to report problems.

  • Sewer system do's and don'ts

    The wastewater disposal information has been updated with clearer 3Ps messaging (pee, poo and paper), a new Dunny Do’s graphic, and links to further information to help protect the sewer system.

Share your feedback

Council is seeking feedback on the changes and updates to our Water and Sewer Customer Charter.

The community is invited to view the Draft Water and Sewer Customer Charter.

Submissions will be able to be made between 29 July and 26 August 2026 via:

  • online: submission form below (preferred)
  • email: ask@centralcoast.nsw.gov.au
  • post: PO Box 20, Wyong NSW 2259 addressed to the Chief Executive Officer, Mr David Farmer.

Central Coast Council collects information on the Your Voice Our Coast website to understand community views and help inform Council decisions. Providing information is voluntary. If you provide feedback anonymously, Council will not be able to contact you further.

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