Supplementary reporting items

Supplementary reporting items

Fraud


There were two instances of potential fraud reported in 2020-21. Both matters were reported to the Independent Commissioner Against Corruption South Australia (ICAC SA). One matter was found to not be substantiated and has been closed. The remaining matter is in the process of being investigated.

Strategies implemented to control and prevent fraud

We have a zero tolerance to fraud and corruption and perform a range of activities to control and prevent fraud. Key to these activities are:

  • senior executive oversight of our Fraud and Corruption Control Policy and procedure by the Head of Governance and Integrity as designated Fraud and Corruption Control Coordinator
  • regular assessment of fraud risks and risk management strategies for high-risk areas
  • investigations of all allegations of fraud or corruption in accordance with our fraud and corruption procedures
  • data analytic reviews conducted by an internal audit of payroll and accounts payable transactions
  • communication to our people on the need to report matters of concern and to act in accordance with our Ethical Standards Procedure and the Code of Ethics for the South Australian Public Sector.

Public interest disclosure

Pursuant to section 12 of the Public Interest Disclosure Act 2018, we have appointed responsible officers and published procedures for the receipt and management of public interest disclosures. We received two public interest disclosures during 2020-21. Both matters were reported to the ICAC SA/Office for Public Integrity pursuant to the Act.

Summary of complaints

All forms of organisational feedback including complaints are seen as opportunities for us to improve our performance in delivering excellent customer experiences, as well as building customer trust and confidence and developing operational efficiencies.

We strive to capture, understand, and resolve complaints at first contact whenever possible. Our Customer Advocate team helps investigate and respond to complaints which were not able to be resolved on first contact.

Additionally, we proactively look for ways to improve the feedback management processes across the business.

In 2020-21, we registered 1.99 complaints per 1,000 customers. This is a positive decrease compared with 2.05 complaints per 1,000 customers in 2019-20.

We continue to track well below the national median of 4.2 for major utilities, as reported by the Bureau of Meteorology in its National performance report 2019-20: urban water utilities.

Together with the Water Services Association of Australia and other Australian water utilities, we are reviewing and implementing best practice guidelines to extend our ability to capture customer complaints resolved at first contact, to build valuable insights for our business and improve the overall customer experience.

The most common complaint types received in 2020-21 related to:

  • water quality
  • repairs and maintenance of infrastructure in the metropolitan area
  • costs incurred for high water consumption.

In 2020-21, the Energy and Water Ombudsman of South Australia (EWOSA) received 163* complaints about us on a range of issues, which is a minor increase from 159 in 2019-20. The highest complaint type remains costs incurred for high water use, which is consistent with complaints in 2019-20.

This year, 98 per cent of customers who had a complaint handled by our Customer Advocate team indicated they were satisfied with our complaints handling process.

Through our complaint management process, the Customer Advocate team completes root cause analyses, post complaint reviews and case studies for complaints throughout the year. Case studies include a full account of the complaint details, a summary of the case investigation, the outcomes, and any applicable process improvement recommendations.

In response to customer feedback, we continue to implement changes, and in the past year this has included:

  • improved meter reading assistance cards for customers who may have difficulty reading the meter themselves
  • a review of incidents where customers have experienced repeated sewer overflows to identify opportunities for improvement in business processes and customer support
  • targeted information for households about how to keep sewers healthy and free from blockages in response to objects found in the wastewater network.

The number of EWOSA complaints referred to us may differ between our reporting and EWOSA’s due to variances in reporting practices.