Stage 1	Letter from community consultant will be forwarded to each household inviting community requests for water quality improvement.	After Easter
Stage 2	Consultant to receive by telephone, writing or in person community requests and collate these for submission to CHW.	Until 11.5.2001 (3 weeks)
Stage 3	CHW to formally respond to the consultants' submission taking into account its customer charter, water quality guidelines and finances.	By 1.6.2001 (3 weeks)
Stage 4	The community consultant will again write to each household seeking feedback on any CHW proposal. Responses will be collated for CHW.	Between June 4 & 22, 2001 (3 weeks)
Stage 5	If the community is predominantly in agreement with the CHW proposal, implementation will occur immediately.	Before Summer 2001

This report completes Stage 2 of that process.

2. RESULTS OF CONSULTATION

Findings as a result of the Stage 2 consultation are detailed in two parts, firstly the level of consultation activity is documented, followed by a sub section on the water quality findings.

2.1 Consultation Activity

The numeric information contained below includes comments received up until the date of this report (18 May 2001) rather than the published date of Friday 11 May, thereby allowing for mailing.

The response rate was 10.3% with 51 responses being received from 496 letters forwarded. Table 2 summarises the response numbers from each town.

Town	Number of Letters	Number of Responses
Allendale	81	8
Broomfield	63	3
Kingston	98	13
Newlyn	111	18
Smeaton	91	4
Springmount	52	5
Total	496	51

The Newlyn Reservoir Action Group responded in writing and sought a formal meeting at which four representatives were present. Three representatives of the group have also met with me as individuals and are recorded within Table 2.

All avenues of contact with the consultant were utilised by the community:

Note: Some respondents chose to use multiple avenues.

2.2 Water Quality Consultation Findings

The findings outlined in this report are as relayed to the consultant and are the opinions of the individual respondents.

Of the 10.3% of respondents the larger number were experiencing problems with water quality. Five persons indicated that they either had no problems with the water supply or their problems were only minor.

Many respondents, even those with problems, indicated that they were aware that other people in the system were not experiencing difficulties. It is not possible to ascertain if these people will experience problems in the future.

Nonetheless the reported problem areas are classified into three parts, namely:

• more common issues,
• issues drawn out by only a few respondents, and
• issues not currently apparent but which are worrying for a particular customer.

Common Issues

Some key patterns and consistency of problems emerged. Table 3 summarises the problems, provides a brief description of what is being experienced and details the number of respondents that were experiencing the problem.

Problem	Number
Corrosion and scaling of jugs and kettles, some requiring full replacement. In others, scaling/salt/white film is observable.	22
Hot Water Service problems with some elements and hot water systems requiring replacement. Pressure relief valves have been blocked with hot water service almost blowing. Some uncertainty in relation to brands, age, elements, anodes expressed. Four other persons not in the 9 indicated that many hot water services would be full of mud/sludge from the previous water supply.	9
Calcification of taps, joins, etc which is most unattractive to look at.	7
Leaking taps, washer replacement, full tap replacement.	18
Cleaning difficulties causing additional work, cost and frustration. Many items cannot be properly cleaned no matter what products have been tried even those deemed as appropriate for hard water: Glass cleaning eg: windows, glasses from dishwashers with white film, spots being observed. Bathroom cleaning - bath and shower scum/discolouration build up, corrosion in shower heads. White spotting after washing automobiles, particularly if not dried off immediately. Concerns about damage to duco.	12 18 10
Hard water is difficult to lather, particularly for hair washing and shaving.	13
Stainless steel eg: pots, sinks are covered with film, stains or white deposits - a number being expensive items.	6
Commercial items/appliances which require ongoing cleaning, repair or replacement eg: cappuccino machine, urns, bain marie, etc.	4
Taste and odour complaints of a varying nature. Most problems are with hot water used for tea and coffee. A number of respondents buy water or use tank water for drinking purposes. A number complained of a chlorine or chemical taste. It should be noted that 6 other persons indicated the water tasted good.	18
Skin itching, dryness and new dandruff was experienced. Soap scum remains on skin after drying. Eczema and psoriasis appears to be worse.	5

It should be noted that some respondents are concerned that the problems are worse for hot water and worse in summer.

Issues drawn out by only a few respondents

These comments were made by at least 1 individual and no more than 3 individuals. The following are in no particular order:

• Certain plants eg. azaleas, orchids cannot tolerate the water.
• A film develops on cordial.
• The water cannot be used for a powder coating business.
• White spots are evident on plants in the garden.
• Difficult to wash tiles.
• Difficult to dry after bathing.
• White spots on skin after bathing.
• Electricity costs have been higher.
• Cannot fully get dirt out of clothes.
• Metal dog bowl has rusted out.
• Blue water occasionally.
• Toilets not working properly eg. float valve.

Issues not currently apparent but which are worrying for a particular customer

Respondents raised problems which are of concern to them even though these were not currently being experienced by them. Typically they were worried because they became aware of problems being experienced by others through hearsay, attending the public meeting or by reading material distributed by the Newlyn Reservoir Action Group.

The key worries for the future include:

• Will my hot water service or other appliances fail?
• Will my pipes fail, have a reduced life or become blocked?
• Will the water damage my evaporative coolers?
• Will my water based heating system (floor/ceiling) be affected?
• Is the water safe to drink?
• Do the mineral salts build up in kidneys?
• Are the salts too high for a low salt diet?
• Is the water clogging meters?
• Will the water damage copper pipes especially those in the ceiling?
• Will the problem affect saleability of the house in the future?
• Will it cause salinity problems in years to come?

3. OTHER ISSUES

By its nature, consultation allows consumers the opportunity to comment on a range of issues. This section details some related issues, which should be drawn to Central Highland Water’s attention.

Specifically, the issues will be addressed in the following sub sections and are seen to be:

• The understanding of the current water supply.
• Compensation protocols.
• Alternative sources of water.
• Central Highlands Water notices and complaints management.
• Urgency of the problem.

3.1 Understanding of the current water supply

Comments made in relation to the current water supply indicate that people are confused about the groundwater and its operation. Some people are making statements about the supply, which are probably not based on an accurate knowledge of the supply.

The community is requesting information on:

• Water quality data including health related information.
• What is causing the problems.
• Bore operations, which bores, which aquifers.
• The impact on agricultural operations as it is stated that some farmers are having difficulty accessing their bore water.
• The sustainability of extracting bore water.
• The possible build up of iron in the water.
• The use of chloramines.

3.2 Compensation protocols

A number of consumers indicated that they expect to receive financial compensation from Central Highlands Water for damage to appliances, taps, etc. which they believe to be caused by the water supply.

They are seeking a response from Central Highlands Water in regard to this issue including comment on an anticipated process to be followed both for currently identified problems and for problems that may become evident in the future.

Many comments were made that the cost of water had risen significantly due to the cost of special cleaning products, special elements and anodes and the extra time spent in cleaning. Others have bought bottled water and/or installed rainwater tanks to supplement the town water being supplied.

Finally a number of customers stated that they were paying full tariffs for a service they were not receiving.

3.3 Alternative sources of water supply

Although the briefing for consultation clearly defined the exercise as one aimed at improving water quality for the current supply, some respondents chose to make unsolicited comment on the source of the supply.

The name, the Newlyn Reservoir Action Group, implies a key platform for the group is to return the area’s supply to the Newlyn Reservoir. This position is promulgated by the group in addition to their other key platform of solving water quality problems.

Comments in regard to the source of the water supply were made by some respondents with a number suggesting going back to Newlyn and a number suggesting they do not want to return to Newlyn Reservoir.

Many respondents only commented on water quality issues.

3.4 Central Highlands Water notices and complaints

Whilst it was recognised that Central Highlands Water had provided an information sheet on the water supply, some criticism was directed at Central Highlands Water for not alerting consumers more strongly and more frequently about the consumer usage issues associated with hard water. A small number of respondents also consider the information being supplied by Central Highlands Water contains inaccuracies.

Further, Central Highlands Water was criticised for their approach in introducing the change over of supply. It is stated that as a result of the pilot test which provided very clear, clean water, people answered positively to the survey. It is asserted that complaints made were not recorded on the system and these persons do not accept that Central Highlands Water could have classified complaints as queries.

3.5 Urgency of the problem

In general, community members strongly agreed with the short times being suggested for the consultation. They are keen, if at all possible, to have some alleviation of the problems before summer, when most tend to think the problems are more prevalent.

As a direct result of raising awareness, consumers are now more worried about what ‘might happen’ as a result of not addressing the current water quality.

4. WHERE TO FROM HERE

The pattern of issues as detailed in Section 2 provide Central Highlands Water with a clear outline of the nuisance problems consumers are experiencing with the current water supply. Clearly, the technical proposal being forwarded by Central Highlands Water should resolve these problems.

An assurance by an independent water quality expert that the technical proposal is expected to alleviate the problems would be regarded positively by the consumers and would add to their sense of security.

Finally, as a result of the consultation, there is no need to alter the process as most customers welcomed the opportunity to provide feedback and expect to make comment on Central Highlands Water’s proposal when it is offered to them.