Who we are

Our purpose

We exist to deliver water services that communities can trust. That means:

• Supplying safe, reliable drinking water that meets national standards
• Managing wastewater in a way that protects people and the environment
• Maintaining and improving infrastructure so it remains resilient and fit for the future
• Being transparent about performance, investment, and service levels
• Supporting customers with clear information and responsive service

Our purpose aligns with the national framework set out in the Water Services Regulations, which holds suppliers to strict duties around safety, monitoring, reporting, and customer protection.

A council‑controlled organisation

As a CCO, we operate at arm’s length from NPDC but remain fully accountable to the community through our shareholder. This model is used successfully across New Zealand.

The key benefits of this model include:

• Clear governance arrangements
• Transparent reporting requirements
• Ability to operate commercially while remaining non‑profit
• Long‑term planning aligned to community needs
• Direct accountability through a Statement of Intent (SOI)
  
  

How we are governed

Our organisation is overseen by a Board of Directors, appointed to bring a mix of governance, financial, engineering, environmental, and public sector expertise. Their role is to:

• Set strategic direction
• Ensure safety, compliance, and financial sustainability
• Oversee risk management and performance
• Uphold transparency and public accountability

The Board is supported by specialist committees (such as Audit & Risk and Health, Safety & Environment) and guided by our Statement of Expectations, which sets out our priorities, performance measures, and commitments to the community.

Our regulatory environment

New Zealand’s water sector is undergoing significant transformation through Local Water Done Well, which establishes enduring settings for how councils and water organisations will deliver services. The framework strengthens requirements around planning, accountability, economic regulation, and consumer protection.

Under this system:

• Taumata Arowai regulates drinking water quality and oversees wastewater and stormwater environmental performance standards.
• Economic regulation and consumer protections are being developed under the Commerce Commission to ensure water organisations remain efficient, transparent, and financially responsible.

We operate within this evolving framework, meaning our customers can expect strong safeguards, clear rights, and transparent service information.

Financial stewardship

As a publicly owned organisation, we do not make a profit on water services. Instead, our role is to manage the network responsibly, invest wisely, and keep services affordable over the long term.

Guidance from the Local Government Funding Agency (LGFA) confirms that water organisations under Local Water Done Well can access appropriate financing arrangements, separate from parent councils, to support prudent, sustainable investment in water infrastructure.

This ensures we can fund major renewals, upgrades, and resilience projects without compromising long‑term affordability.

Our commitment to the community (H2)

We aim to be a transparent, trusted, community‑focused provider. That means:

• Publishing our performance against drinking water and wastewater standards
• Reporting on service levels and outages
• Providing clear information on pricing, metering, and capital projects
• Engaging openly with iwi, residents, and businesses
• Supporting customers through periods of change (such as the shift to metering and volumetric billing)

We are part of the community we serve, and our success depends on delivering services that people can rely on — every day.

Our People

People are at the heart of excellent water services. Behind every drop of safe drinking water and every well‑managed wastewater system is a team of skilled professionals who care deeply about the wellbeing of our community. Our people bring together technical expertise, operational experience, cultural awareness, and a commitment to kaitiakitanga — caring for water as a taonga (treasure). This value‑driven approach aligns with the national framing found in New Zealand’s drinking water rules, which emphasise the importance of protecting wai (water) as essential to the health of people and the environment.

We are building a culture that values safety, inclusion, continuous learning, and service to the community. Every team member plays a part in ensuring water is managed sustainably and responsibly.

Our values

Our values guide how we work, how decisions are made, and how we show up for our community. New Zealand’s water sector increasingly recognises the cultural and environmental importance of wai — captured beautifully in the Quality Assurance Rules, which emphasise the deep relationship between people and water.

Inspired by this, our values include:

• Care for our community — We put people first, ensuring drinking water is safe and network issues are resolved quickly.
• Guardianship (kaitiakitanga) — We recognise water as a taonga and manage it with respect and responsibility.
• Integrity — We act in the public interest and maintain transparent reporting.
• Collaboration — We work closely with iwi, NPDC, regional partners, and national regulators.
• Continuous improvement — We learn from data, feedback, and new science to strengthen our services.
  
  

Skills and capability

Our people bring experience across the full spectrum of water services, including:

• Water treatment operators — ensuring treatment barriers and processes meet national safety rules.
• Drinking water compliance specialists — managing our testing, monitoring, and reporting obligations under the Drinking Water Quality Assurance Rules.
• Project engineers and network technicians — designing, maintaining, and upgrading infrastructure.
• Environmental scientists — monitoring water quality and supporting compliance with the Water Services Act.
• Customer service advisors — helping households understand metering, billing, outages, and leak responsibilities.
• Emergency response teams — responding to burst pipes, wastewater overflows, or water quality incidents.

We also work to ensure consistent national performance by following the guidance and expectations set by Taumata Arowai across both drinking water and wastewater networks.

Culture of safety

Safe water relies on safe practices. We foster a culture where every team member is empowered to speak up about risks, follow established protocols, and continually improve how we operate. This includes:

• Rigorous health and safety training
• Clear operational procedures
• Incident learning and review
• Working closely with regulators and industry bodies

The Water Services Act requires drinking water suppliers to exercise due diligence, meet safety obligations, and ensure staff understand their responsibilities. Our internal systems reflect this legal duty.

We also encourage open reporting and learning, creating an environment where safety and quality are part of everyday decision‑making.

Diversity and inclusion

We serve a diverse community — and we believe our team should reflect that diversity. We encourage people of all backgrounds to join us and contribute their experience and perspective.

This includes:

• Supporting gender diversity across technical and operational roles
• Providing inclusive recruitment processes
• Ensuring all staff feel valued, supported, and able to succeed
• Strengthening cultural capability, including te ao Māori understanding and partnerships

Learning and development (H2)

Water services are becoming more complex due to new national standards, climate impacts, growth, and changes in regulation. To keep up, we invest in our people through:

• Technical training (drinking water treatment, wastewater operations)
• Regulatory training aligned with Taumata Arowai rules
• Leadership development
• Apprenticeships and early‑career pathways
• Partnerships with industry bodies such as Water New Zealand