3.8.2 Communication

Summary of actions

• Develop an active two-way communication program to inform consumers and promote awareness of drinking water quality issues.

Effective communication to increase community awareness and knowledge of drinking water quality issues and the various areas of responsibility is essential. Communication helps consumers to understand and contribute to decisions about the service provided by a drinking water supplier or land-use constraints imposed in catchment areas. A thorough understanding of the diversity of views held by individuals in the community is necessary to satisfy community expectations.

Effective communication is particularly important in the event of an incident or emergency (see Section 3.6).

A coordinated consumer information program should include:

• discussion of issues on drinking water quality, public health and risk assessment, cost of treatment, and levels of service;

• details of the water supply system and the drinking water quality management system;

• incident and emergency response plans, including procedures for notification when drinking water quality poses a health risk;

• consumer responsibilities beyond the meter and how drinking water quality may be affected in household distribution and use (e.g. use of suitable plumbing materials, point-of-use treatment devices, prevention of backflow);

• the need for further treatment of water for special purposes (e.g. renal dialysis, some industrial uses);

• the role and responsibility of the community in protecting water supply catchments and water conservation;

• commercial and industrial consumer responsibilities beyond the meter (e.g. the responsibility for design, maintenance, education of managers, and development of codes of practice that include reporting procedures in the event of contamination in large buildings).

Although a drinking water supplier is generally responsible only for delivery of water to the consumer’s meter, consumers should be informed about how drinking water quality may be affected in household distribution and use.

Procedures should be established for disseminating information to promote awareness of drinking water quality issues to the community. Possible methods include annual or other periodic water quality reports, newsletters, notices in bills, workshops, seminars or briefings, media programs targeting radio and television, websites, treatment plant tours, catchment signage and school education programs.

Additionally, mechanisms such as a service line or complaint handling system should be established to provide opportunities for consumers to communicate their needs and expectations.