Services provided by Councils or other water
Some South Australians receive water and/or sewerage services from their
local Council or a private operator other than SA Water. Here is a complete list of all water retailers licensed by the Commission.
These water retailers provide smaller-scale water and/or sewerage services
than SA Water, including:
- drinking water for local communities;
- sewerage services though Council operated Community Wastewater Management
- small recycled or reuse water schemes.
Our Water Retail Code – minor and intermediate retailers contains many of the
same consumer protections afforded to SA Water’s customers:
Customer sale contracts
Retailers must obtain the Commission’s approval of a standard form contact
for water and/or sewerage retail services.
Customer information obligations
Retailers must have a Customer Charter that informs customers of their basic
rights and responsibilities; Enquiry, Complaint and Dispute Resolution
Procedures (including escalation of complaints to an independent dispute
resolution body); publicly provide pricing information and assist customers
experiencing financial hardship in line with the Minister’s
residential customer hardship policy.
Retailer supply obligations
Retailers must have policies and procedures for dealing with customer
connections; minimising interruptions, dealing with bursts, leaks, blockages and
spills; emergency reporting for customers and estimation procedures where a
retailer seeks to recover monies owed for illegal use of water retail
Customer service obligations
Retailers must meet minimum customer billing requirements (including offering
customers minimum payment methods and flexible payment arrangements) and must
address billing disputes (including undercharging and overcharging) in a fair
and reasonable way.
Restrictions, disconnections and restoration of
To protect broader public health concerns, retailers are prohibited from
disconnecting a customers’ sewerage services as a result of non-payment of bills
by a customer. Retailers are able to restrict the flow of water services (to a
prescribed minimum flow rate) rather than disconnecting a customer for
non-payment of bills, but must have first given a customer all reasonable
opportunities to enter into more flexible payment arrangements first. Where a
customer has had their water flow restricted, retailers are required to meet
minimum timeframes to reinstate a customers’ water supply once the cause of the
restriction has been rectified.
If you receive water or sewerage services from your local Council or a
private operator other than SA Water, you should contact them in the first
instance to discuss your issue.