1. 1 Sydney Water Presentation Flood January 2011

2. 2 Queensland Urban Utilities From 1 July 2010 formed as an integrated water business We are the fourth largest water utility in Australia Our brand is already recognisable in the market place Servicing a large geographical area experiencing significant growth

3. 3 Queensland Urban Utilities 105,000ML water per year $1.73 billion water assets $2.52 billion wastewater assets 89 water pump stations 40,000 commercial customers 105 water reservoirs 490,000 residential customers 28 wastewater treatment plants 333 sewer pump stations

4. 4 Our service territory Largest Water Utility in Queensland Major regional employer Strong population growth Triple bottom line organisation

5. 5 Structure Chief Executive Officer Noel Faulkner Office of the CEO Strategic Planning Legal Counsel Internal Audit Board Support Chief Operating Officer Robin Lewis Executive Director Retail Helen Harding General Manager Corporate Services Jenny Leis Chief Information & Technology Officer Georges Cascales General Manager Workforce Capability Debra Briscoe Chief Financial Officer Louise Dudley

6. 6 SeqWater Responsible for catchment management, storage and treatment of drinking water Queensland Urban Utilities Brisbane, Ipswich, Lockyer Valley, Scenic Rim, Somerset UnityWater Moreton Bay, Sunshine Coast Water Secure Supplies water from Gold Coast Desalination Plant and Western Corridor Recycled Water to the SEQ Water Grid Manager LinkWater Moves drinking water from treatment plants and reservoirs through bulk pipeline networks and into the distribution networks SEQ Water Grid Manager Manages the Water Grid; purchases water from the bulk water authorities and sells treated water to the retail-distribution authorities Local government owned statutory authorities State Government owned statutory authorities Allconnex Water Gold Coast, Logan, Redland The South East Queensland Water Grid

7. 7 Customer focus Provides customer service to 1.3 million residents Provides a customer contact service through: –a General Enquiries line –a 24/7 Faults and Emergencies line –web site – www.urbanutilities.com.au Responsible for issuing more than 2 million water and sewerage accounts per year Customer communications and stakeholder management Media and issues management Implements legislated Water Demand Management Programs Manages receipting and recovery

8. 8 Going for growth

9. 9 Flood January 2011 1:45pm Mon 10/1/11– 96mm of rain between 12:45 – 13:45 over Toowoomba 2:30pm Mon 10/1/11 – Helidon Booster Pump and 225 main washed away – loss of supply to Withcott – Surge 1 – 12.68m (1500 people) – Water mains broken Helidon 3:00pm Mon 10/1/11 – Gatton WRP rising main washed away (4000 people) 9:00am Wed 12/1/11 – Wivenhoe releasing – Lowood Water Treatment Plant intake pump station inundated (loss of supply to Lockyer & Somerset) 4:00pm Wed 12/1/11 – Bremer River peaks 4:00am-4:30pm – Brisbane River peaks Thu 13/1/11

10. 10 Anatomy of a flash flood

11. 11 Event management Emergency Management Team Incident Management Team West Incident Management Team East QUU Field Crews Contractors Customers Environment Recovery Team Finance 10 Jan 201128 Jan 201130 May 2011 Local Disaster Management Committee Ipswich Brisbane Lockyer Somerset

12. 12 Event Management IMT’s & EMT Stood Up Established EMT cell Information collation Situation Report Media & Com’s Human Factor Family/home Disaster leave

13. 13 Lockyer Somerset Raw water intake, pumps and switchboard flooded Helidon water pump station washed away 300m trunk main washed away Numerous burst water mains Fractured service connections – Grantham Boil Water Notice – Lockyer/Somerset

14. 14 2011 flood damage Wivenhoe Dam Outlet StructureThe road between Lowood & Fernvale

15. 15 Lockyer/Somerset water supply Raw water Inlet at Lowood Helidon Park – water was 3m over highway from park entrance to the bridge Helidon – washed away water trunk main

16. Helidon Pump Station 16

17. Helidon Pump Station 17

18. 18 Event Management Isolated towns - Water Supply issues Ipswich Bremer River to peak Pending Brisbane inundation CBD Public Transport ceased

19. 19 Water supply recovery Bottled Water –120,000lts on 109 pallets –Delivered via helicopter & truck 50 Emergency/Recovery centres 52 Schools Water tankers trucking water to Helidon, Lowood & Gatton –17 tankers operating 24hrs a day –Capacity varying from 8000lts to 28000lts

20. 20 Bundamba pre-flood

21. 21 Bundamba flood

22. 22 Bundamba flood

23. 23 Event Management Brisbane River to peak Power load shedding Widespread impacts anticipated

24. 24 Oxley Creek pre-flood

25. 25 Oxley Creek flood

26. 26 Event Management Widespread impacts Damage assessment Resourcing clean up & response as flood water recedes Recovery phase plans

27. 27 Water reclamation plants Water Reclamation Plants – 9 out of 28 –Goodna –Bundamba –Wacol –Fairfield –Oxley –Fernvale –Lowood/Esk/Kilcoy without power Recovery –Primary Screening –Partial Process –Full Process

28. 28 Sewerage pump stations 121 of 333 flooded or loss of power Switchboards/telemetry/pumps inundated SP22 The Esplanade, St Lucia SP127 Harts Rd, Indooroopilly

29. 29 Sewerage pump station recovery Recovery: –Generators/diesel pumps –New switchboards/pumps dried SP189 Spinkbrae St, Fig Tree Pocket SP19 Centenary Hwy, Jindalee

30. 30 Pipeline infrastructure Spinkbrae St, Fig Tree Pocket – Loss of Gravity Sewer 5 landslips 3 major trunk mains fractured numerous burst water mains Helidon washed away water trunk main Jindalee washed away water trunk main

31. 31 Resourcing Additional 350 staff Allconnex, Unity Water, JP Richardson, Nilsons, Veolia, WSAA/WSSG, Mutual Aid - Sydney Water Three helicopters/over 150 tanker trips/numerous generators/ diesel pumps Recovery costs still being reconciled

32. 32 Progress following 14/1/11 16/1/11 25/1/11 –Lowood pump reinstated –Helidon trunk main and pumping equipment reinstated –All Sewerage pump stations operational –All WRP Plants – Primary screening –Wastewater treatment plants Fairfield/ Goodna/Karana Downs/Fernvale – one week for full recovery –Bundamba/Oxley Creek – 6-10 weeks for full recovery

33. 33 Bundamba Recovery

34. 34 Success Factors & Attributes Leadership & Culture - shared values and vision - agile, adaptive, innovative Networks - Relationships, Mutual aid, Regulatory, Community Change ready - Sensitivity awareness preparedness - mindset challenge viewed with enthusiasm - Requisite decision making - critical reflective learning

35. Success Factors Bottled water into impacted areas Donations by suppliers Localised Mutual Aid Communication internal and external Water supply requests to others

36. Lessons Learned Disaster Buddy - fears & tears - empowerment - adrenalin - 2 week rule - 2 nd week end rule Sydney Water - 4 am friend

37. 37 Thank You Sydney Water Questions ??