Video transcript - About our charges

This page contains the transcript for the video 'About our charges'.

About this video:

This video gives a general overview of what customers pay for on their SA Water bill and where to find key information.

Video length: 3:24 minutes

Transcript starts here:

[Music:] Very quiet background music plays throughout the video.

0:08
[Presenter:] There’s a lot that goes into providing safe, clean drinking water and taking away used water to look after our environment.

0:15
[Presenter:] What you pay for in your SA Water bill helps us deliver these services across South Australia every day.

0:21
[Voiceover:] Water is a part of everyday life. From having a drink and a shower to washing clothes and watering the garden.

0:29
[Voiceover:] We supply water services to more than 1.8 million South Australians and have been doing so for 170 years.

[Visual:] Customers shown using a kettle, showering, washing clothes and providing pet drinking water.

0:36
[Voiceover:] When you receive SA Water bills, you're paying for more than just the water you use.

0:42
[Voiceover:] Your bills help us to collect and treat water so it is safe and clean.

0:47
[Voiceover:] We also safely take away the used water in your drains and toilets, and treat it to keep the environment clean and healthy.

[Visual:] Customer is seen collecting an SA Water bill from their letterbox.

Customers shown using water around the home, washing vegetables, washing hands and flushing the toilet.

Drone shots of SA Water treatment plants shown on screen.

0:55
[Voiceover:] The charges you see on your bill are updated each year.

0:58
[Voiceover:] On the 1st of July.

[Visual:] A customer is shown looking at their bill online.

1:02
[Voiceover:] You pay a supply charge to have access to the water at your property.

1:06
[Voiceover:] This helps pay for treating water and looking after the long network of pipes that bring your water to your home.

[Visual:] Customer washing vegetables at the sink. Aerial footage of water treatment plant and above ground water pipes in a remote area.

Text on screen reads ‘Supply charge’ followed by footage of a customer washing vegetables and water infrastructure and pipelines.

1:15
[Voiceover:] There is also a water use charge for how much water you have used.

1:21
[Voiceover:] When you reach certain amounts, the price goes up.

1:24
[Voiceover:] This is called tiered pricing.

[Visual:] Person waters garden. Text on screen reads ‘Water use charge’ followed by footage of customers watering gardens. A simple graphic showing water use going up along with the price of the water to demonstrate tiered pricing.

1:30
[Voiceover:] The sewerage charge on your bill is for the cost of taking away and treating the water you have used.

1:36
[Voiceover:] This charge is based on the value of your property.

[Visual:] Text on screen reads ‘Sewerage charge’ followed by footage of sewage being treated. A drone shot of houses is shown.

1:39
[Voiceover:] Information about our pricing is available on our website.

1:43
[Voiceover:] We also have great tips on how to use water efficiently in and around your home on our Water Wise page.

[Visual:] A screen recording shows the SA Water website pricing page.

A customer is seen setting a shower timer and turning on the shower.

A screen recording shows the SA Water Water Wise webpage.

1:50
[Voiceover:] Our Customer Care Team can also answer general questions about your bill.

1:55
[Voiceover:] For information about your account, we need to speak with you or with someone you've given permission to help you.

[Visual:] Customers a younger male helping an older female are shown sitting on the sofa with an iPad looking at mySAWater. Customer Care staff speak on the phone with customers.

2:01
[Voiceover:] We are available between 8:30am and 5pm from Monday to Friday on 1300 729 283.

[On-screen text:] 1300 729 283

8:30am–5pm Monday–Friday

2:10
[Voiceover:] You can also ask us questions about your account using our online enquiry form on our website.

2:16
[Voiceover:] Visit our website sawater.com.au/forms/online-enquiry

[On-screen text:] sawater.com.au/forms/online-enquiry

[Visual:] The online enquiry form is shown on screen.

2:23
[Presenter:] The SA Water website has a page called Understanding my bill.

2:27
[Voiceover:] This page has information about bills including a video which explains important information that is on your bill.

2:35
[Voiceover:] There is also information in Easy Read and translated to other languages to help you understand your charges.

2:42
[Voiceover:] If you have trouble hearing or speaking, the National Relay Service is available on 1300 555 727. And if English is hard for you, you can call the Translating and Interpreting Service on 131 450.

[On-screen text:] National Relay Service – 1300 555 727

Translating and Interpreting Service – 131 450

[Visual:] The Understanding my bill webpage is shown. Easy Read and translated resources are displayed. National Relay Service and Translating and Interpreting Service logos appear on screen.

2:59
[Voiceover:] This video has been made with SA Water’s Wider World Advisory Group using inclusive design, to make things easy to use for everyone.

[Visual:] Wider World logo appears on screen.

3:07
[Voiceover:] Filming for this video took place on the traditional lands of the Kaurna people.

3:11
[Voiceover:] We pay our respect to Elders past, present and emerging.

[Visual:] Acknowledgement of Country artwork appears on screen.

SA Water branding and community imagery appear on screen.