This measures the number of water quality complaints reported and investigated in a given month in relation to the number of water accounts being served. Due to the characteristics of Fort Worth's distribution system, it is important to track complaint types, origin and resolution to ensure water quality is maintained in a timely manner throughout all of the distribution's end points. To ensure regulatory compliance, policies and procedures are developed for monitoring and testing. Long term, infrastructure improvements and design may be implemented based on complaint activity and data capture.

These data are taken from PeopleSoft and Cisco software packages after a case is created detailing water quality investigation information, via telephone calls or emails. Emailed complaint information arrives via "zz_Water Lab Orders". This information is transferred and stored in the \\fwwrh01\Daily Email Reports\WQI [Year] folder. The number of accounts can be found in the utility"s current year "Stat Report", Business Services section, CSTables file, CS WTR tab, # of Accounts - Total Services.

Number of complaints received/total number of customer accounts*1,000