Our performance

Our performance

We continually monitor and benchmark our performance to ensure we’re maintaining our commitment to provide reliable services and a great customer experience. This enables us to drive ongoing improvements in how we service you.

We work to a set of service standards that our economic regulator, the Essential Services Commission of South Australia, has determined based on what customers and the community have told us they expect.

Updates on our performance are provided for our customers, owner, regulators and other stakeholders so they know how we are delivering against our service standards and against our commitments under the 2020 Regulatory Determination.

Our performance can also be benchmarked against other Australian utilities via a National Performance Report prepared annually by the Bureau of Meteorology.

Quarterly performance measures

Past reports

Highlights from the latest quarterly performance measures report

Providing great customer service

This measure tracks the percentage of customers who are satisfied with a recent service experience.



Achieved quarter 3

Customer satisfaction icon Customer satisfaction 93% 94%

Providing you with safe, clean water

Our water quality response time targets vary depending on the risk to human health and the environment.



Achieved quarter 3

Water quality responsiveness metropolitan Water quality responsiveness metropolitan 97% 100%
Water quality responsiveness regional Water quality responsiveness regional 99% 100%

Annual performance measures

Key investment areas

30 year asset plan

  • 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