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 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, 85.23 KB.

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

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.

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

For further information on our Non-Drinking supplies, please go to the Non-Drinking Supplies web page.

Four year operations comparison data

Our latest operations comparison data for 2013-17 is available on the South Australian Government Data Directory.

  • Major faults

  • Underway

  • Hancock Av
  • Campbelltown
  • 24/05/2020
  • Water Supply On
  • 24/05/2020 11:42 PM - We are attending to an incident in Campbelltown 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: 07473501.
  • See all major faults

  • Scheduled works

  • Underway
  • Oban St
  • Ferryden Park
  • 26/05/2020
  • Temporary Supply Interruption
  • Estimated start time and water supply off: 27/05/2020 09:00 AM
    Estimated restore time and water supply back on: 27/05/2020 06:00 PM

    We’re improving your services and undertaking maintenance work in Ferryden Park. 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