Supplementary reporting items

Supplementary reporting items

Fraud

There have been no instances of fraud detected over the last financial year.

Strategies to control and prevent fraud

We have a zero tolerance to fraud.

We perform a range of activities to control and prevent fraud. Key to these activities is:

  • senior executive oversight of our Fraud and Corruption Control Policy by the General Manager, Governance and Regulation
  • investigations of all allegations of fraud made under the policy
  • data analytic reviews of all payroll, accounts payable and corporate purchasing transactions by Internal Audit
  • regular communications and reminders to our staff of the need to report matters of concern and to act in accordance with SA Water’s Values and Code of Conduct.

Whistleblowers disclosure

Pursuant to section 7 of the Public Sector Act 2009, we have appointed Responsible Officers for the purposes of the Whistleblowers Protection Act 1993.

We did not receive any whistleblower related allegations during 2016-17.

Summary of complaints

We regard complaints as an opportunity to build and maintain customer confidence and trust as well as improve our customer experience performance and operation efficiency.

In 2016-17, we registered 2.46 complaints per 1 000 customers. This figure has increased when compared to the previous year of 2.25 complaints per 1 000 customers recorded in 2015-16.

Our result is below the national benchmark (4.1), based on 2015-16 National Performance Reporting data for major utilities. We will continue to have a strong focus on reducing this over the coming year.

The most common complaint types continue to relate to water quality, repairs and maintenance of infrastructure in the metropolitan area, and high water consumption.  

In 2016-17, 264* complaints about SA Water were made to the Energy and Water Ombudsman of South Australia in a range of areas. High water use continued to top the list of concerns escalated as outlined below:

  • overall Water Quality complaints increased due to two water quality events. Water Quality issues with the Happy Valley reservoir in November 2016 and the water quality team managing algal blooms in both Happy Valley and Myponga in January 2017
  • although complaints to SA Water have increased overall, when compared to last year, Energy and Water Ombudsman of SA (EWOSA) complaints have reduced significantly from 420 complaints to 264* which is an approximate decrease of 37 per cent.

The decrease in complaints brought to the Energy and Water Ombudsman of SA supports our focus to ensure customer’s concerns are heard and acted upon when they first contact us.  

Our front line teams such as the Customer Care Centre are encouraged to escalate interactions with customers where they believe the concern has not been resolved. In turn, if a Care Centre manager is not able to resolve the concerns, they will proactively refer the customer to the Customer Advocacy and Resolution team. This approach has allowed us to address customer concerns in house rather than customers feeling like they need to voice their concerns externally.

*The number of Energy and Water Ombudsman of South Australia (EWOSA) complaints referred to SA Water may differ between SA Water and EWOSA due to variances in reporting practices.