Our promises to you

Our promises to you

Our promises are built on what’s important to our customers. We’re always looking to make our best better, so if you think we can improve what or how we deliver your water services, please let us know how.

1) We promise to make communicating with us easy

You want to talk to someone who knows South Australia. So we promise to keep our Customer Care Centre (1300 SA WATER │ 1300 729 283) based in Adelaide.
You also value choice, so we promise to have multiple ways for you to keep in touch with us: online, email, social media, post, telephone or in person.

2) We promise to keep you informed

We understand that you need advance notice if we’re going to turn off your water. When we plan work that may affect you, we promise to let you know at least four days before we start, plus give you an estimate of how long it will take. For emergency repairs we may need to turn off your water urgently and may not be able to give you notice. When this happens we promise to give you the support you need via our Customer Care Centre (1300 SA Water │ 1300 729 283) plus regular updates on our website.

3) We promise to continuously improve our service

No one likes to see water wasted. So we promise to continue investing to reduce incidents and keep inconvenience to a minimum.
Delivering high quality water – taste, look and smell – every day is a key focus for us, and we promise to minimise temporary changes caused by variations in our source water.
A mains water or sewer overflow that damages your home can be a terrible experience and if this happens we promise to be there within an hour and provide you with case management support 24/7 for clean-up and insurance guidance.

4) We promise to listen to you

We’re putting you first in everything we do and promise to seek your views and ideas on how we can improve. We want to work with you to develop the best solutions.

What we'll do if...

Water from a main break damages your home

Please contact us immediately on 1300 SAWATER.

If there is internal damage we promise to arrive within one hour of your call.  We will work with you to coordinate the clean-up of your home and, if needed, arrange temporary accommodation for you. We will also support the clean-up external to your home.

In these types of incidents, an SA Water Community Support Officer will help you and answer any questions.

We will support you to make a claim on your insurance policy. We will also explain how we can reimburse you for any building and contents insurance policy excesses.

If you have any concerns or we have not met your expectations, please let us know on 1300 650 950.

Sewage damages your home

If  your property is damaged as the result of a blocked sewer, please contact us immediately on 1300 SAWATER.

If there is internal damage we promise to arrive within one hour of your call. We will work with you to coordinate the clean-up of your home and, if needed, arrange temporary accommodation for you. We will also support the clean-up external to your home.

In these types of incidents, an SA Water Community Support Officer will help you and answer any questions..

We will support you to make a claim on your insurance policy. We will also explain how we can reimburse you for any building and contents insurance policy excesses.

If you have any concerns or we have not met your expectations, please let us know on 1300 650 950.

What will happen if...

You notice a main break or leak

Main breaks are where there is generally a large volume of fast flowing water

Please contact us immediately on 1300 SAWATER.

Main breaks that could damage property, cause injury, or loss of a supply are treated as high priority and we promise to attend them within one hour.

We will turn off the water as quickly as we can to minimise any further damage and water loss.  If you live close by, your water supply may be interrupted. 

We will put updates on our website and Twitter where there is large customer impact. If the main break is on a main road and affecting peak traffic, updates will also be provided by the Australian Traffic Network via radio.

A leak generally is limited to trickling or slow flowing water, or pooling on the ground

Please contact us on 1300 SAWATER if you notice a leak, or report it online

A technician will assess, mark the area with cones, flags or paint, and then prioritise the repair work.  We then assign a repair crew based on the issue; for example  more severe leaks will be repaired sooner and we aim to repair main commuter roads outside of peak traffic times.

Before and during repair work, properties nearby may notice lower water pressure as we reduce pressure to limit water loss and to maintain your supply.  Sometimes we do need to turn the water off to make a repair and temporarily interrupt your supply.

You suddenly lose your water supply

If your water supply is interrupted unexpectedly, please contact us on (1300 SA Water │ 1300 729 283) or check online for up to date information.

We always aim to restore water services as quickly as possible and our repair crews work 24/7 to achieve this. Once we have arrived at site, we will be able to let you know an estimate of when your water supply will be restored.

If you are going to be without water for more than four hours, we will make alternative supplies of drinking water available. If you need water for other uses - medical, childcare, etc. – please let us know by calling (1300 SA Water │ 1300 729 283).

We also support our commercial customers to continue trading as normally as possible. Again, let us know what you need by calling (1300 SA Water │ 1300 729 283).

If you have any concerns or we have not met your expectations, please let us know.

You notice a leak from your water meter

Please report it online or call us on 1300 SAWATER.

Finding the leak on your meter:

If the leak is on the same side as the tap on your meter, the water is coming out before it goes through your meter, so you will not be charged for this water.

If the leak is on the opposite side of the meter to the tap, the water may be going through the meter and could be included on your bill – please contact us to talk about this.

If the leak is occurring  in the property plumbing as indicated in the diagram you will need to call a licensed plumber to fix the leak.  Here is a list of licensed plumbers.

If you are not sure where the leak is coming from, check here for tips, or call us on 1300 SAWATER.

We need to prioritise repairs, so for small leaks we promise to fix the tap or meter between 7-10 days. If the leak is causing damage to your property please let us know and we will repair it sooner.

If you have any concerns or we have not met your expectations, please let us know on 1300 650 950.

You are not happy with the quality, taste, look or smell of your water

To keep your water safe and clean, we treat and test it regularly.

If you are concerned about your water, let us know by calling 1300 SAWATER.

When we are aware of temporary changes to how the water looks, tastes or smells, we will put information about this on our website and social media.  

Temporary changes to the taste, look or smell of your water can occur from time to time; you can learn more about the main causes here.

If there are ongoing issues in your area, we will make sure that we are available to provide you with information and answer questions.

If you have any concerns or we have not met your expectations, please let us know on 1300 650 950.

You notice a change in your water pressure

Please check our website for up to date information on work in your area or contact us on 1300 SAWATER, or click here to report a fault.

Changes in water flow or pressure may be caused by:

  • emergency repairs in your area
  • mains improvement work
  • your meter tap being closed (e.g. after a plumber has done some work on your property)

If your meter tap is ok and we are not aware of any work in your area, we will investigate the cause and let you know the outcome.

If you have any concerns or we have not met your expectations, please let us know on 1300 650 950.

You want to move your water meter or connect a new meter

If you’re planning to move a meter or put in a new water meter, we have a specialist connections team to help you; simply call us on 1300 650 951 between 8:30am and 5pm Monday to Friday.  

We also have information online.

You will need to complete and submit an application online before any work starts. We will keep you informed of progress. More complex work will take longer.

We need to make sure that we give you the right type of meter and locate it in the correct place. This may require a team member to visit your property.  Once we have agreed a plan with you, we will send you an invoice and once paid we will schedule the work and confirm completion.  Our team can provide help and advice at any point in the process.

If you have any concerns or we have not met your expectations, please let us know on 1300 650 950.

You want to check on the progress of something you’ve already reported to us

If you have reported a leak or fault and you would like to check its progress, please call 1300 SAWATER for an update. If you have a reference number this will help us find the report quickly.

We need to prioritise significant incidents before small leaks and repairs but we always aim to complete the work within the timeframe given when you first contact us.

If you have any concerns or we have not met your expectations, please let us know on 1300 650 950.

Your bill is higher than you expected, or your water usage appears high

If the water usage on your bill seems high or if we have contacted you about higher than normal use, the first step is to consider if there have been any changes within the property which may have resulted in water use patterns changing – e.g. have there been more people staying at your house? Have you watered the garden more in hot weather? Is there faulty equipment such as running toilets or leaking taps that are causing water wastage?

The next step is to check for leaks. There is a simple test you can do using our online resource.

If there’s a problem with any appliances or pipes on your property, please talk to a licensed plumber

Please call us on 1300 650 950 if paying your account by the due date is going to be difficult, or if you can find no obvious cause for your water usage and would like help from our specialists to discuss further.

If you have any concerns or have not met your expectations, please let us know on 1300 650 950.

You have a question about your meter reading

Water use charges are calculated by reading your water meter as this tells us how much water is used on your property.  If we are not able to obtain a meter reading (e.g. if the meter is behind a locked gate), we will leave a card in the mailbox to let you know that we could not access it, why, and details of how you can provide a reading to us.  We estimate bills when we are unable to get a reading, or where the meter has unexpectedly shown no usage.

You can learn more about meter reading here.

Occasionally, there may be an incorrect meter reading.  If you think this applies to you, please call us on 1300 650 950 so that we can arrange a new reading or use a reading you provide.  

We can also can talk you through options to test it.  

If you have any concerns or we have not met your expectations, please let us know on 1300 650 950.

You are a tenant and do not receive a water bill from us

We send water bills to the owner (or managing agent) of each property as it is their responsibility to pay the fixed water and sewerage charges.

If you are a tenant you are usually responsible for paying the usage charges. Typically you will be sent a copy of the usage charges by your landlord or managing agent. If this is not happening, please check your rental agreement.

It’s your right as a tenant to request any water usage billing information about your address, however the dates of when we read the meter may not match your tenancy dates – your landlord or managing agent should have the meter read information from when you moved in.  

If you have any questions, please first email proof of tenancy to customercare@sawater.com.au or write to us at: SA Water GPO Box 1751, Adelaide SA 5001 as we will need to confirm your identity and occupancy dates before we discuss the account.  Then either call us on 1300 650 950 or write to us.  If you contact us in writing we will get back to you within 10 days of receiving your request.

If you have any concerns or we have not met your expectations, please let us know on 1300 650 950.

You want to check your account balance, or change the details on your account

One of the easiest ways to check your account balance, is to register with mySAWater. Alternatively call us on 1300 650 950 (please have your account details handy).  

You can also update your contact details or postal address through your mySAWater account, or via our website

You can call us on 1300 650 950, or write to us at: SA Water GPO Box 1751, Adelaide SA 5001, and we’ll update your details for you.  If you contact us in writing we will get back to you within 10 days of receiving your request.  

If you have any concerns or we have not met your expectations, please let us know on 1300 650 950.

You want to set up a direct debit

One of the easiest ways to pay your bill is by direct debit – with choice about the amount you pay and when you pay it (weekly, fortnightly, monthly, or quarterly).  We do not charge any fees to set-up a direct debit account and we will still send you your bill so that you can best manage your payments.  

The easiest way to set up a direct debit is to register for mySAWater. Alternatively, download a Direct Debit request form and return it to us by email post, or fax.  We can post you a version if you are unable to print it – just let us know by calling us on 1300 650 950 or using the General Enquiry form.

Once we’ve received it, we’ll take no more than 10 days to process your form and send you written confirmation.

You are finding it difficult to pay your bill

Please call us on 1300 650 950 to talk about your options as we may be able to extend your due date for payment or set up a regular payment plan.

There are many ways we can assist you.  The most important thing is to let us know you need help.

For longer term help our specialist Customer Assist team is here to help you.

For more information, please click here.

If you have any concerns or we have not met your expectations, please let us know on 1300 650 950.

We are not meeting your expectations

If you’re not satisfied with our service and would like to make a complaint, please call us on 1300 650 950, contact us online, speak to us in person at 250 Victoria Square, Adelaide, or write to us at SA Water GPO Box 1751, Adelaide SA 5001.

We aim to resolve complaints when you first contact us, however, if for any reason we’re not able to do this we promise your matter will be reviewed by our specialist Customer Advocacy & Resolution Team. We will keep you informed about what’s happening, why it’s happening, and provide you with a timeframe to resolve it.

If you are still not satisfied you can contact the Energy and Water Ombudsman of South Australia on 1800 665 565, or ewosa.com.au.

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