Greater protections for customers experiencing domestic abuse
SA Water is strengthening protections for customers experiencing domestic, family and sexual violence by introducing stronger systems and privacy safeguards across its services in South Australia.
The changes align with new requirements under the Essential Services Commission of South Australia’s Water Retail Code and are designed to better protect customer safety, privacy and wellbeing.
SA Water recognises that customers experiencing violence or abuse may face risks linked to their water account, including restricted access to bills, unsafe contact arrangements, financial abuse or concerns about service disruption.
To address this, SA Water has embedded protections across its business, including safer account and preferred contact arrangements, improved privacy controls, flexible billing options and confidential support pathways.
SA Water General Manager Customer, Community and Engagement David Coombe said the changes were designed to support customers’ safety, confidentiality and choice.
“Our role is to ensure customers can access essential water services safely, which is particularly important when customers are experiencing violence or abuse,” David said.
“Our focus is on removing barriers, protecting privacy and ensuring customers feel heard and are treated with care and respect, giving additional support and assurances to people when they need it most.
“This means our customers can disclose information about their circumstances and be assured our people, systems and processes will protect their privacy, by supporting them with stronger security around their account details and access, and providing information on flexible payment arrangements.”
Customer-facing call centre staff have received detailed training to recognise when support may be needed and to respond appropriately, with additional training also implemented for all SA Water staff.
SA Water has also introduced specialist customer support roles, improved business processes, enhanced account systems and clearer customer information to reduce the risk of harm.
SA Water is also working with people with lived experience of domestic, family and sexual violence to help inform and shape customer services, information and communications.
Their insights, shared through a Lived Experience Advisory Panel, are guiding safer disclosure pathways, stronger privacy protections and clearer, trauma-informed customer information.
“Lived experience helps ensure our systems work in real situations and support customers’ safety and dignity,” David said.
Customers experiencing domestic, family or sexual violence can access support information on SA Water’s website or call and speak confidentially with trained staff.