Our Commitment to You

Our Commitment to You

SA Water's services are delivered to nearly everyone in the state. Your input as a customer informs what we do and how we do it.

Our performance

You can find out how we are tracking against our customer commitments in our scorecard.

Customer Charter

The Customer Charter is a summary of our responsibilities to our customers.

The Charter applies to everyone with a water supply or sewerage connection. It is important that you know the terms and conditions for using our services that are covered in the Customer Charter. Click here to download our Customer Charter [PDF, 754 kB].

Customer Contract

All SA Water customers have a contract with us. Most of our customers are covered by our Standard Customer Contract. This contract is legally binding.

Click here to download and read our Standard Customer Contract [PDF, 671 kB].

Click here to download and read our Special Characteristics Schedule PDF, 254.87 KB.

If you aren't sure whether you are covered by the Standard Customer Contract, please contact us.

We have to meet minimum service standards

SA Water is regulated by the Essential Services Commission of South Australia (ESCOSA). This regulation requires us to meet a certain level of customer service. More about our regulation is here.

Our Customer Advisory Groups help guide our decisions

There are two groups that help make sure our decisions meet your needs. Our Customer Advisory Groups give us important feedback, and help to inform our direction. They meet four times a year.

The two Customer Advisory Groups represent our business and residential customers. Group members are drawn from urban and rural stakeholders. Membership lasts for two years.

Your feedback is important

SA Water takes all customer feedback seriously. All comments that our Customer Service Centre receives are passed on to the business area that can best help. A good example is this website. It was redeveloped in 2014 in response to requests and comments from our customers. Click here to send us your feedback.

Non-drinking water supplies

In some of South Australias more remote regions water supplies can be is classified as non-drinking.  Regular information is provided to customers who receive water classified as a Non Drinking Supply.  Below are some links to detailed information on our non-drinking water supplies:

Non-drinking Water Guide - Microbiological

Non-drinking Water Guide - Microbiological and Chemical

  • Major faults

  • Underway

  • Multiple streets
  • Goolwa
  • 19/10/2017
  • Water Quality
  • SA Water customers in Goolwa and surrounding areas, including Goolwa Beach, Goolwa South, Goolwa North and Hindmarsh Island may currently be experiencing discoloured or milky water coming out of their taps.

    This water remains safe to drink.

    During recent planned maintenance in the area, some existing sediment in the local water supply network has been stirred up, resulting in the discoloured water.

    We are working hard to resolve the issue, and we are flushing out the discoloured water. Given the size of the water network in the area, this may take some time. At this stage, we are hoping water supply will return to normal by Friday afternoon.

    We will continue to monitor the situation, and provide updates on our website and Facebook page.

    For further information or any questions, please contact us on 1300 SA WATER.

  • See all major faults

  • Scheduled works

  • Underway
  • Thomas St
  • Croydon
  • 23/10/2017
  • Supply Interruption
  • Estimated start time (water off): 23/10/2017 09:00 AM
    Estimated restore time (water back on): 23/10/2017 03:00 PM

    We’re committed to improving your services and are undertaking maintenance work in Croydon. Water supply in the surrounding area may be impacted during the above times. Traffic restrictions may also apply.

  • See all scheduled works