Video transcript - What we include on your bill
This page contains the transcript for the video 'What we include on your bill'.
About this video:
This video explains the different parts of an SA Water bill, including water use, supply and sewerage charges, payment options and support services available to customers.
Video length: 4:47 minutes
Transcript starts here:
[Music:] Very quiet background music plays throughout the video.
0:08
[Presenter:] Customers with an SA Water account receive four water bills a year.
0:13
[Presenter:] In this video, we will take a close look at your SA Water bills to explain what each part means.
[Visual:] Footage of a customer at their desk looking at their SA Water bill at their computer.
0:21
[Presenter:] You can choose how you get your bill.
0:24
[Presenter:] We can send it to your letterbox, or we can send it to you by email.
0:29
[Voiceover:] Email bills, or eBills, arrive faster.
0:33
[Voiceover:] This helps you see how much you owe sooner.
And if you need bills with bigger writing on them, we can do this for you.
[Visual:] Footage of a customer at their desk circles their diary marking the date when their next bill is due. Examples of a regular size and large-print size bill are shown next to each other on a table and a customer reviews these.
0:43
[Voiceover:] The amount you owe and when to pay is shown in the circle on the first page of your bill.
0:52
[Voiceover:] Part of your bill is based on how much water you use.
0:57
[Voiceover:] We can see how much water you use by reading the water meter at your house.
[Visual:] A close-up of the first page of a bill highlights the payment amount and due date.
Customer ringing out a cloth and washing his face with it. A water meter is shown being read.
1:04
[Voiceover:] We show you how much water you have used on the second page of your bill.
1:09
[Voiceover:] The top of the second page shows your meter number, when we read your meter and how much water you used.
1:18
[Voiceover:] How much water you have used is measured in kilolitres.
1:23
[Voiceover:] One kilolitre is one thousand litres.
[Visual:] The second page of a bill highlights the water use section and meter details.
A water meter reading is being shown, displaying which numbers show kilolitres and which show litres.
1:27
[Voiceover:] Also on this page is your water supply charge.
1:31
[Voiceover:] The supply charge is a fixed amount that everyone pays.
1:37
[Voiceover:] The supply charge helps cover the cost of keeping water services available to everyone every day of the year.
[Visual:] Sections of the bill showing supply charges are highlighted.
Drone shots of the River Murray water source are shown.
Footage of a customer using water in the kitchen to wash and prepare food.
1:46
[Presenter:] Your bill also includes your sewerage cost.
1:51
[Voiceover:] Sewerage is used water from your home.
1:54
[Voiceover:] This includes water from your toilet, washing machine, shower and sink.
2:00
[Voiceover:] The sewerage charge is based on the value of your property.
2:05
[Voiceover:] This cost pays for taking away the water and managing it safely.
[Visual:] Customers use water throughout the home including loading the dishwasher, flushing the toilet, unloading the washing machine, running the shower, and releasing a sink tap.
Sections of the bill showing sewerage charges based on property value are highlighted.
2:11
[Voiceover:] Information on how to pay your bill is on the second page of the bill at the bottom.
2:18
[Voiceover:] There are many ways that you can pay, including online, over the phone or at the post office.
2:28
[Voiceover:] You can manage your account online using mySAWater.
2:34
[Voiceover:] You can see your bills, check your water use, change your details and pay your bill.
2:42
[Voiceover:] You can use mySAWater any time.
[Visual:] The payment section of the bill is highlighted to show the various ways that it can be paid.
Footage of a customer putting an SA Water bill in their bag. The customer leaves the house with their guide dog.
Customers are shown sitting on a sofa accessing mySAWater on a mobile tablet.
The mySAWater website login screen is shown and screen recordings of the account dashboard are displayed with sections circled that are being talked about in the voiceover.
2:48
[Voiceover:] Our Customer Care Team can answer general questions about your bill.
2:53
[Voiceover:] For information about your account, we need to speak with you or someone you've given permission to help you.
[Visual:] Customers are shown sitting on the sofa with an iPad looking at their SA Water bill.
Customer Care staff at their desks speaking on the phone.
3:01
[Voiceover:] We are available between 8:30am and 5pm from Monday to Friday on 1300 729 283.
3:16
[Voiceover:] You can also ask us questions about your account using our online enquiry form on our website.
[On-screen text:]1300 729 283
8:30am–5pm, Monday–Friday
sawater.com.au/online-enquiry
3:24
[Voiceover:] Visit sawater.com.au/online-enquiry
[Visual:] The online enquiry form is shown on screen.
3:30
[Voiceover:] The SA Water website also has a page called Understanding my bill.
3:37
[Voiceover:] There is also information in Easy to Read and translated to other languages to help you understand your charges.
3:47
[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.
4:15
[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.
4:26
[Voiceover:] Filming for this video took place on the traditional lands of the Kaurna people.
4:32
[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.