Video transcript - Supporting you in times of bills stress
This page contains the transcript for the video 'Supporting you in times of bills stress'.
About this video:
This video explains the support available if customers are finding it difficult to pay their SA Water bill, including online account options, payment arrangements and additional support services.
Video length: 3:57 minutes
Transcript starts here:
[Music:]
Very quiet background music plays throughout the video.
0:08
[Presenter:] I'm Daniela and I work with the Customer Assist and Recovery team at SA Water. Our small, personal Adelaide team helps customers who are finding it hard to pay their water bills.
[Visual:] An SA Water staff member speaks directly to camera.
0:20
[Voiceover:] We understand and are here to help.
In this video, we'll explain ways to manage your current bills and how to receive one-on-one support.
[Visual:] A person retrieves mail from their letterbox and then studies a large-print bill at a table.
0:27
[Presenter:] If you need help with just one bill, mySAWater is where property owners can manage their account online.
It gives you direct access to your water bills, payment information and account details.
0:39
[Voiceover:] You can register and log onto your account online at any time.
mySAWater shows your water usage, what you owe and when it's due.
The Payment assistance button shows your support options available based on your account and bill.
[Visual:] A screen recording shows the SA Water website.
The cursor selects the mySAWater button.
The mySAWater dashboard is displayed, showing account balances, bills, payment information and water usage.
The Payment Options button is selected.
0:57
[Voiceover:] You may be able to request a payment extension to get more time to pay. This can give you up to 30 extra days, depending on your bill.
[On-screen text:] Payment extension.
[Visual:] A payment extension option is selected.
1:07
[Voiceover:] In mySAWater, you'll also find payment arrangements based on your situation. You can choose when your payments start and how often you want to pay.
You can also choose to get reminders by email or SMS.
Getting payment assistance means you won't be charged late fees or interest.
[On-screen text:] Payment arrangements.
[Visual:] Payment arrangement options are displayed.
A customer selects a payment frequency and reminder preferences.
[On-screen text:] No fees
No interest
1.29
[Presenter:] It won't affect your credit score and you can change or cancel at any time.
[Visual:] An SA Water staff member speaks directly to camera.
1:33
[Voiceover:] If the options in mySAWater don't work for you, you can fill in our online form by visiting sawater.com.au/bill-help-form.
It needs to be completed by the property owner, or someone who is authorized to discuss the account.
We'll get back to you as soon as we can, usually within 5 business days.
[Visual:] A screen recording shows the online form.
The page scrolls through the questions customers need to complete before submitting the form.
[On-screen text:] sawater.com.au/bill-help-form
[Visual:] A younger and older customer sit on a sofa looking at tablet. Customer support staff on the phone.
1.58
[Voiceover:] If your finances feel harder to manage, please give us a call.
We'll take the time to understand your situation and help set up a payment plan that works for you.
The sooner you talk to us, the sooner we can help.
Your information will stay private and we'll check in regularly.
[Visual:] A customer speaks with an SA Water Customer System Recovery team member over the phone.
Two staff members look at support paperwork for customers in an office environment.
2:15
[Presenter:] We can also connect you with financial counsellors and other support services if you need extra help.
[Visual:] An SA Water staff member speaks directly to camera.
2:21
[Voiceover:] When you call, have your latest bill with you, and older bills can help too.
We'll ask for your name, account number, review how much is due, and talk about what you can afford to pay and when.
We'll email you the plan and let you know when we'll check in again.
[Visual:] Bill appears on-screen, highlighting name, account number, amount due.
2:38
[Voiceover:] If you would prefer to speak to someone in person, you can visit us at the Customer Service Desk on the ground floor of SA Water House at 250 Victoria Square in Adelaide.
And if English is hard for you, we have staff available to help translate.
[Visual:] Exterior footage of SA Water House.
A customer enters the building with her guide dog via an accessible entrance and speaks with a Customer Service team member at the customer service desk.
Another two customers receive translation help at the customer service desk.
2:53
[Voiceover:] Our phone number is 1300 729 283.
You can call us Monday to Friday between 8:30am and 5:00pm.
[On-screen text:] Our phone number
1300 729 283
Monday–Friday, 8:30am–5:00pm
03:06
[Voiceover:] Our customer service desk is open from Monday to Friday, 8.30am to 5pm.
[On-screen text:] Customer service desk opening hours
Monday–Friday
8:30am–5:00pm
No appointment needed
3.14
[Presenter:] You don’t need an appointment
[Visual:] An SA Water staff member speaks directly to camera.
3:14
[Voiceover:] You can call the Translating and Interpreting Service directly on 13 14 50.
And if you have trouble hearing or speaking, the National Relay Service is available on 1300 555 727.
[On-screen text:] Translating and Interpreting Service 131 450
National Relay Service 1300 555 727
[Visual:] The Translating and Interpreting Service logo and phone number appear.
The National Relay Service logo and phone number appear.
3:32
[Voiceover:] This video was made with SA Water's Wider World Advisory Group using inclusive design to make things easy to use for everyone.
Filming for this video took place on the traditional lands of the Kaurna people.
We pay our respects to Elders past, present and emerging.
[Visual:] The SA Water logo appears.
The website address sawater.com.au is displayed.
Icons for Facebook, Instagram, LinkedIn and YouTube appear before the video fades to black.