SA Water year to date operational performance

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The Commission welcomes any comments and feedback on the contents of this webpage. 

SA Water is a government-owned provider of water and sewerage services, regulated by the Essential Services Commission. Under the regulatory regime, SA Water’s performance is monitored and assessed against the requirements of the current regulatory determination, which encompasses revenue caps, consumer protection obligations and annual service standard targets.

This webpage provides an overview of SA Water’s current operational performance against key elements of that regulatory determination. 

 

How reliable were SA Water’s drinking water and sewerage retail services?

(for the period 1 July 2015 to 31 March 2020)

Under the Water Retail Code, SA Water must use its best endeavours to comply with obligations relating to the quality, safety and reliability of water and sewerage supply (including minimising supply interruptions and informing customers about planned interruptions). 

For the three quarters to 31 March 2020, SA Water reported the following:

  • 2,288 unplanned water service interruptions and 2,513 unplanned sewerage service interruptions 
  • restored 3,175 water  service interruptions and 12,204 sewerage service interruptions
  • attended 11,638 water breaks, bursts and leaks events and 5,898 sewerage overflow events

             

        

          

How much were South Australians paying for their drinking water and sewerage retail services?

(for the period 1 July 2014 to 30 June 2019)

Residential drinking water retail tariffs are made up of a fixed charge for water supply and a variable charge for water use. For sewerage retail services, charges are determined by applying a rate in the dollar to the value of the property, as set by the Valuer-General every June for the following 12 months.

Annual bills for individual customers may differ from the figures shown, based on the actual volume of drinking water used and the geographical location of the property.

Note that, for 2020-21, a new regulatory determination will apply which will lower drinking water and sewerage prices.

 

How SA Water responded to its customers

(for the period 1 July 2015 to 31 March 2020)

Under the Water Retail Code, SA Water must use its best endeavours to comply with obligations relating to customer responsiveness and complaints (including requirements for handling customer enquiries, complaints and dispute resolution processes). 

For the three quarters to 31 March 2020, SA Water reported the following:

  • constructed 8,797 water and sewer connections 
  • received 1,303 customer complaints, of which 54 percent (or 703) were related to drinking water quality

         

 

Year to date performance data is indicative of performance until finalised at the end of the regulatory year when achievement against service standards is determined.

Further information 

The South Australian water and sewerage industry (including the complete time series performance data for SA Water)  can be found on the Regulatory Performance Reports page.

The Water Retail Code – Major Retailers is the principal consumer protection document setting out the regulatory obligations (including service standards) to be complied with by SA Water when dealing with its customers, are available on the Codes and Guidelines page.

In addition, SA Water publishes information on a quarterly basis on its customer service and operational performance against service standard targets.