Urban Utilities

Peak is pleased to welcome Urban Utilities (UU), a large water and waste water service provider and statutory body, as a customer from 1 July 2019.  UU is one of the largest water distributors in Australia.  Peak support UU in the delivery of high-quality customer services after hours, as well as ad hoc support for UU’s inhouse contact centre Faults and Emergency calls during business hours.  Peak provide timely and accurate information to UU’s scheduling and dispatch team in order for the work orders to be actioned appropriately.  Peak expect to receive up to 25,000 calls per year from UU customers.  

Peak delivers the service over a geographic area stretching from Cape Moreton in the east to the outskirts of Toowoomba in the west, up to the Yabba State Forest in the north, and down to the New South Wales border along the Scenic Rim in the south. In total, the span of service covers 14,384 square kilometres to a population of more than 1.5 million people in SEQ. On behalf of UU, we service approximately 30% of the Queensland population with water related enquiries. 

Peak’s experience working hand in hand with councils who deliver water services positioned us well to support UU water queries. Peak currently handle water related enquiries on behalf of 13 councils customers independent of UU. These customer include: 

• Balonne Shire Council 
• Burdekin Shire Council 
• Central Highlands Regional Council 
• Gladstone Regional Council 
• Goondiwindi Regional Council 
• Isaac Regional Council 
• Livingstone Shire Council 
• Mackay Regional Council 
• North Burnett Regional Council 
• Rockhampton Regional Council 
• South Burnett Regional Council 
• Toowoomba Regional Council 
• Whitsunday Regional Council 

For more than 9 months now, Peak’s team of customer service agents have responded to a significant number of water queries. As a result of acquiring the services contract with UU, Peak now also handles water queries on behalf of the following SEQ Councils: 

• Brisbane City Council 
• Ipswich City Council 
• Lockyer Valley Regional Council 
• Scenic Rim Regional Council 
• Somerset Regional Council 

Typical water enquires include, but are not limited to:  

• Water meter/water mains leaks and faults 
• Water outages 
• Billing queries 
• Water related hazards 
• Sewage installation works 
• Blocked storm drains/manholes 
• Toilet blockages 
• Lost items down drains 
• Burst fire hydrants