Sometimes it’s difficult to meet household expenses and other financial obligations due to economic hardship, temporary financial difficulty or tragic life events.

In order to provide assistance, SA Water has introduced a Customer Assist Program for customers who are having difficulties and providing assistance as early as possible.

Financial hardship can occur due to a number of circumstances including unemployment, low or reduced income, ill health, domestic violence, addiction, unexpected large or multiple bills and relationship breakdown.

The Customer Assist Program will help customers who are willing to pay their account but do not have the financial capacity to do so. Our team of friendly Community Liaison Officers are trained to provide support, information and assistance whilst exercising respect, sensitivity and confidentiality at all times.

Payment options may include:

• Flexible payment arrangements
• Referral to external community financial counselling services
• Concessions (if applicable)
• Assistance with water and wastewater connections
• Removal from normal recovery levels
• Individual Case Manager

As well as standard payment methods we can also offer customers the convenience of paying via the below options:

Direct Debit

Call us on 1300 650 950 or download an application form to arrange payment from your cheque or savings account.

Paying by Centrepay

Centrepay is a free direct bill-paying service offered to customers receiving payments from Centrelink. To register or further information please call 1300 650 950.

On referral to the Customer Assist Program you will be allocated a Personal Case Manager. Your Case Manager will work with you to gain a greater understanding of how we can tailor help to your specific circumstances.

You can be referred to the Customer Assist Program via:

• SA Water Customer Contact Centre Liaison Officers
• Financial counsellor
• Direct customer contact (phone, emails, letters)
• Referral from other community/government organisations