Technical issues relating to incoming calls to our Customer Care Centre and customer access to MySAWater have now been resolved.

If you need to report a water or sewer network fault, or have an account query, please call us on 1300 SA WATER (1300 729 283).

There are also self-serve options available on our website.

Thanks for your patience.

Regulation of water services

Regulation of water services

Water and sewerage services in South Australia are regulated and we strive to meet our legal and regulatory responsibilities on:

  • health and safety
  • water quality
  • the environment and natural resources
  • technical standards
  • customer protection, pricing and service standards.

2024-28 regulatory period

As part of the South Australian Government housing roadmap, the 2024-28 regulatory period will see a $1.2 billion investment to enable water and wastewater services to support the state’s housing growth. The costs will be shared by the government, industry and SA Water customers.

The unprecedented investment being made will enable us to build and upgrade large scale infrastructure that serves as the backbone of the network to support these growing communities.

How  we plan

Every four years, feedback from our customers helps inform our investment proposal submitted to the Essential Services Commission of South Australia (ESCOSA).

Our Regulatory Business Plan for the 2024-28 regulatory period was developed with significant input from our customers and the community, and balances affordability with delivering the services our customers value and expect.

ESCOSA reviewed our proposal and provided a determination which establishes the customer outcomes we need to deliver and the allowable revenue we can recover from our customers. We then set prices each year to achieve the allowable revenue.

Service standards performance

We publish our performance reporting quarterly and annually.

Regulation of customer protection, pricing and service standards

The Essential Services Commission of South Australia (ESCOSA) is an independent regulator that issues water retail licences to water and sewerage service retailers, sets minimum standards to protect consumers, and carries out price determinations to ensure customers pay a fair and reasonable price for the services they receive.

Regulated price determination periods are for four years and require us to submit a proposal to ESCOSA outlining the revenue required to operate and invest in our networks to deliver the services our customers value and are willing to pay for. Our customers help us develop our proposals which also reflect our regulatory responsibilities.

Legal framework

SA Water was set up by an Act of Parliament and is directly affected by five key Acts. This legal framework makes sure you have clean and safe water. It also helps to ensure:

How the law makes sure you have clean and safe water

The Safe Drinking Water Act 2011 and the Safe Drinking Water Regulations 2012 make sure we test water regularly. We report the results to the Department for Health and Ageing and publish the results online.

This Act also makes sure that we:

  • conduct regular audits
  • have approved monitoring in place
  • manage risk.

We’re a public corporation

The South Australian Water Corporation Act 1994 established SA Water as a statutory corporation that delivers water, wastewater and bulk water services for the people of South Australia. We are owned by the Government of South Australia.

We must comply with the Public Corporations Act 1993, which requires us to operate commercially and to seek to achieve a profit in delivering our functions unless otherwise outlined in our Corporate Charter.

Regulatory Business Plan 2024-2028

Regulatory Business Plan - Summary document

Regulatory Business Plan

Appendix 2.1 How customers informed the strategy

Appendix 3.1 - Stantec Scope for future efficiencies

Appendix 3.2 2022 SA Water Opex Benchmarking Report

Appendix 4.1 ESCOSA Engagement Guidelines Checklist

Appendix 4.2 RD24 Engagement Phase 1 Report

Appendix 4.3 What We Heard Report Nov 2022

Appendix 4.4 Willingness to Pay Survey

Appendix 6.1 Service Standards

Appendix 7.1 Asset Management Objectives

Appendix 8.1 Equifax House View

  • Major faults

  • Underway

  • Polkinghorns Rd
  • Arthurton
  • 18/06/2020
  • Water Supply On
  • 18/06/2020 03:05 PM - We are attending to an incident in Arthurton with no interruption to the water supply. The safety of our crews and customers comes first, and we always aim to minimise inconvenience by restoring services as quickly as we can. Reference Number WO: 07505663.
  • See all major faults

  • Scheduled works

  • Underway
  • Spruance Rd
  • Elizabeth East
  • 11/06/2021
  • Temporary Supply Interruption
  • Estimated start time and water supply off: 15/06/2021 09:00 AM
    Estimated restore time and water supply back on: 15/06/2021 04:00 PM

    We’re improving your services and undertaking maintenance work in Elizabeth East. Sometimes our crews need to temporarily interrupt the water supply to our customers and/or manage traffic while they are working. Temporary traffic management may remain in place until reinstatement of the impacted road is complete. We always aim to minimise inconvenience by restoring services as safely and quickly as we can.

  • See all scheduled works