Water Redress Scheme (WATRS)

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Key Performance Indicators

WATRS has Key Performance Indicators on which it is measured.

  • 2023
  • 2022
  • 2021
  • Performance Indicator
  • Target
  • Q1
  • Q2
  • Q3
  • Decisions issued within 35 working days of Day Zero
  • 88%
  • 92%
  • 92%
  • 91%
  • Decisions issued 35 or more than 35 working days from Day Zero
  • <5%
  • 3%
  • 3%
  • 3%
  • Calls answered by staff within 1 minute
  • 90%
  • 99%
  • 99%
  • 99%
  • Cases where a company makes an application to set aside a Decision
  • <2%
  • 0%
  • 0%
  • 0.1%
  • Complaints made by customers about WATRS that lead to corrective measures
  • <1%
  • 0%
  • 0%
  • 0%
  • Performance Indicator
  • Target
  • Q1
  • Q2
  • Q3
  • Q4
  • Decisions issued within 35 working days of Day Zero
  • 88%
  • 92%
  • 94%
  • 92%
  • 92%
  • Decisions issued 35 or more than 35 working days from Day Zero
  • <5%
  • 2%
  • 3%
  • 2%
  • 3%
  • Calls answered by staff within 1 minute
  • 90%
  • 99%
  • 99%
  • 98%
  • 91%
  • Cases where a company makes an application to set aside a Decision
  • <2%
  • 0%
  • 0%
  • 0%
  • 0%
  • Complaints made by customers about WATRS that lead to corrective measures
  • <1%
  • 0%
  • 0%
  • 0%
  • 0%
  • Performance Indicator
  • Target
  • Q1
  • Q2
  • Q3
  • Q4
  • Decisions issued within 35 working days of Day Zero
  • 88%
  • 95%
  • 93%
  • 96%
  • 92%
  • Decisions issued 35 or more than 35 working days from Day Zero
  • <5%
  • 4.7%
  • 4%
  • 4%
  • 3%
  • Calls answered by staff within 1 minute
  • 90%
  • 99%
  • 99%
  • 99%
  • 99%
  • Cases where a company makes an application to set aside a Decision
  • <2%
  • 0%
  • 0%
  • 0%
  • 0%
  • Complaints made by customers about WATRS that lead to corrective measures
  • <1%
  • 0%
  • 0%
  • 0%
  • 0%