Supplementary reporting items
Our Fraud and Corruption Framework (the Framework) outlines our commitment to creating an honest and ethical business environment with zero tolerance of misconduct, fraud or corruption. We undertake a range of activities to prevent, detect and respond to fraud and corruption, including:
- Executive oversight by the Governance, Finance and Risk Committee (GFRC), with the Chief Executive responsible for ensuring the Framework is in place and for providing assurance to the GFRC.
- The General Manager Business, Insight & Excellence as the framework owner is responsible for maintaining and regularly reviewing the Framework and coordinating the performance reporting to the GFRC. Regular fraud and corruption risk assessments are undertaken with risk treatment plans for high-risk areas.
- Investigation of all alleged fraud and corruption matters are conducted in accordance with the Public Interest Disclosure Procedure, coordinated by Responsible Officers as defined in the Framework.
- Annual data analytic reviews of higher-risk transactions (payroll, accounts payable and purchasing card transactions) by internal audit.
- Regular communication and mandatory ethics and behaviour training for staff on the Ethical Standards Procedure, how to report concerns and the protections available under the Public Interest Disclosure Act 2018.
- Reporting and escalation to external bodies where applicable.
This Framework applies to all our workers including employees, consultants, contracted staff and outsourced service providers engaged by SA Water.
Through our Public Interest Disclosure Procedure, we are committed to encouraging and facilitating disclosure, in the public interest, of information about substantial risks to public health, safety or the environment, or about corruption, misconduct and maladministration in public administration.
SA Water reports requisite allegations of fraud, corruption, misconduct or maladministration to the Office for Public Integrity or the Independent Commission Against Corruption in South Australia and acts in accordance with their advice, while maintaining statutorily required confidentiality.
Our enterprise risk management approach is aligned with the South Australian Government Risk Management Guide and with the principles, framework and process set out in the international risk management standard ISO 31000:2018 Risk Management – Guidelines. Our commitment to effective risk management enables consideration and treatment of risk that is integrated into functions, programs and operations with well-informed, risk-based decision-making aligned with our Board-established risk appetite. Our enterprise risk profile is reported regularly to our Board through its Governance, Finance and Risk Committee.
Our Customer Care Centre serves as the first point of contact for all customer feedback, while our Customer Advocate team manages responses for escalated complaints and complex investigations. Together, these teams play a key role in proactively identifying and driving improvements in feedback management processes across the organisation.
We value all forms of customer feedback, including complaints, as they provide critical insights that help build trust and confidence, and support continuous improvement in the delivery of excellent customer experiences.
In 2025-26, we received 5,515 complaints, representing 6.42 complaints per 1,000 customers. This is an increase from 4.28 complaints per 1,000 customers in 2024-25. The rise reflects our ongoing commitment to improving complaint recognition and capture, supported by expanded training for our people. Importantly, our analysis has not identified any specific emerging trends or systemic operation issues underlying the increase, which we consider a positive indication of improved complaint awareness and reporting practices.
The most common complaint categories in 2025-26 were:
- water quality
- operations and maintenance in the metropolitan Adelaide area
- meter reading, high water use and estimated usage.
Of all complaints received, 72.38 per cent were resolved at first contact, an improvement from 50.03 per cent in 2024-25. We responded to 96.69 per cent of complaints within target timeframes, with 7.38 per cent escalated to the industry ombudsman.
A total of 358 complaints were escalated to the Energy and Water Ombudsman of South Australia (EWOSA) in 2025-26, up from 297 in 2024-25. The most common issue raised with EWOSA continues to relate to costs associated with high water use, consistent with trends observed over the past 3 years.
We remain committed to reviewing and strengthening our processes, aligning with best practice, and enhancing the early identification and capture of complaints. This ensures we generate valuable insights to inform business improvements and continue to enhance the overall customer experience.