Materiality and Stakeholders


Reporting on what’s important to our stakeholders and our business is the basis for this integrated annual report. It is structured around the material customer, business, environmental, social and governance topics that stakeholders and Watercare identified as most relevant.

These are the key issues that have a material impact on the long-term success of our business and our wider operating environment and they broadly remain the same as reported in our 2018 Annual Report, with the addition of climate change. Climate change is material to Watercare as it has a huge potential to impact our operations and services and has significantly influenced our decision-making in 2018/19.

Watercare is accountable to a wide range of stakeholders, which comprise the entities or individuals that can affect or be affected by the organisation’s activities. We have a structured process of engagement with many of our stakeholders. Media enquiries, complaints and other public interaction have also helped us to understand stakeholders’ expectations. The issues that were considered important by our stakeholders during the year are set out below.

Key issues

Safe, clean, reliable drinking water Health, safety and well-being of our people Responsible infrastructure stewardship Effective wastewater management Long-term financial stability Infrastructure planning for future growth Climate change


Auckland Council

  • Climate change
  • Promoting Māori outcomes
  • Water and wastewater investment
  • Progress on Central Interceptor
  • Western Isthmus Water Quality Improvement Programme
  • Investigating commercial opportunities and funding in the best interests of council


  • Involvement and contribution to Department of Internal Affairs’ review of Three Waters.
  • Maintaining compliance with service standards

Environmental groups

  • Early involvement in Watercare’s programmes
  • Watercare’s climate change strategy and action
  • Environmental management of the Central Interceptor project
  • Hūnua revegetation programme

Residential and commercial customers

  • Responsiveness to issues (billing, faults)
  • Affordability of services
  • Water efficiency (for businesses) in order to reduce their operational costs


  • Delivery of the Auckland Housing Programme and wider support to the Government’s major urban transformation programmes in the region
  • Coordinating and delivering infrastructure to service new growth areas in Auckland
  • Upgrading the local water and wastewater network to cater for growth in existing areas

Tangata Whenua (Māori)

  • Healthy waters (Te Mauri o Te Wai)
  • Climate change
  • Wastewater discharge consents and projects that require engagement with Mana Whenua such as the Central Interceptor and the South West Wastewater Servicing Strategy

Local boards

  • Information on infrastructure projects ahead of works and updates on progress and delays
  • Timely information on local network issues so there are ‘no surprises’

Local residents and community groups that neighbour our worksites

  • Opportunities for consultation on projects before work begins
  • Accurate and timely information on projects’ progress
  • Consideration of the social and environmental impacts of our projects e.g. traffic management and access
    to property

Infrastructure providers

  • Coordinated approach to infrastructure projects to minimise disruption to the community
  • Opportunities to collaborate and deliver infrastructure effectively

Suppliers and contractors

  • Access to information on planned and upcoming projects
  • Opportunities for innovation and collaboration


  • Better alignment between departments on strategy and activities
  • Competitive pay
StakeholderEngagementMateriality ContentWidth