Customer service standards for essential water service disruptions
Improving customer support during water service disruptions
Access to clean, reliable water is essential for every Calgarian. When service is disrupted due to infrastructure failures, planned repairs, or emergencies, the impacts are immediate. Families are left without running water. Businesses may be forced to close. Vulnerable residents, including seniors and those with mobility challenges, may be left without the support they need.
On April 15, 2025, Councillor Sharp brought a motion to Executive Committee calling for better communication and support during essential water service disruptions. And, on April 29, the motion passed unanimously at Council. The motion focuses on improving consistency, clarity, and access to temporary services.
Current response times and gaps in service
The City currently aims to restore water within 48 hours under normal conditions and provide temporary water access, such as water wagons, when possible. However, Calgarians have reported inconsistent experiences, including:
- Delays in learning about a disruption
- Difficulty finding up-to-date information through the City website or 311
- Unequal access to temporary water sources
- Recreation passes offered in some cases but not others
These inconsistencies affect households and businesses alike. Some are caught off guard, while others face financial loss or health risks without proper support.
Next steps
Councillor Sharp’s motion directs Administration to review existing practices and bring forward recommendations to improve the City's response. A report will come to Council by July 29, 2025, and include:
- A summary of current service standards and performance targets
- A review of practices from other municipalities and utilities
- Recommendations for improvement, with estimated costs and timelines
- Plans to ensure accessible alternate water sources for all impacted customers
- A proposal to provide complimentary daily recreation passes during service disruptions
- A new measurement tool to track disruptions and collect customer feedback, with annual reporting beginning in Q4 2025
Supporting residents and businesses when it matters most
The motion reflects Councillor Sharp’s commitment to ensuring Calgarians are better informed and supported during essential service interruptions. Clearer communication, equitable access to resources, and measurable service standards will help reduce the impact of future water service disruptions.