There was one instance of alleged fraud detected in 2017-18. The matter was reported to the appropriate authorities.
We have a zero tolerance to fraud.
We perform a range of activities to control and prevent fraud. Key to these activities is:
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 received one whistleblower-related allegation during 2017-18.
We regard complaints as an opportunity to build and maintain customer confidence and trust, as well as improve our customer experience performance and operational efficiency.
We have a comprehensive approach to dealing with complaints, which includes a focus on first contact resolution with a dedicated team. Our Customer Advocacy and Resolution team is responsible for investigating and responding to complaints which were not able to be resolved on first contact.
In 2017-18, we registered 2.24 complaints per 1 000 customers. This is a decrease compared to 2.46 complaints per 1 000 customers in 2016-17. We continue to track below the national benchmark of 3.4, based on 2016-17 national performance reporting data for major utilities. We will continue our focus on reducing this further in the coming year.
The most common complaint types relate to water quality, repairs and maintenance of infrastructure in the metropolitan area, and costs incurred for high water consumption.
In 2017-18, 196* complaints were made about us to the Energy and Water Ombudsman of South Australia (EWOSA) on a range of issues. Costs incurred for high water use continued to top the list of escalated concerns.
When compared to 2016-17, EWOSA complaints have seen a significant reduction of approximately 26 per cent from 264 complaints to 196*.
Our Customer Advocacy and Resolution team completes root cause analyses, post-complaint reviews and case studies, which is an important step in our complaint management process. Case studies include details of the complaint, a summary of the investigation, the outcome and process improvement recommendations.
In 2017-18, our Customer Advocacy and Resolution team provided customer insights from complaint management which initiated three large scale process improvement reviews with the view to improve the customer experience. Further formal case studies were presented to relevant business unit managers with process improvement recommendations.
* The number of EWOSA complaints referred to us may differ between our reporting and EWOSA’s due to variances in reporting practices.