There were five instances of alleged fraud detected in 2018-19. The matters were either investigated, or are in the process of being investigated, and were reported to the appropriate authorities.
We have a zero tolerance to fraud.
We perform a range of activities to control and prevent fraud. Key to these activities are:
Pursuant to section 7 of the Public Sector Act 2009, we have appointed Responsible Officers for the purposes of the Whistleblowers Protection Act 1993.
We did not receive any whistleblower-related allegations during 2018-19.
Complaints received from customers are an opportunity to build and maintain customer confidence and trust as well as improve our customer experience performance and operational efficiency.
Our comprehensive approach to dealing with complaints includes a focus on first contact resolution with a dedicated team. Our Customer Advocacy and Resolution team is responsible for investigating and responding to complaints which were not able to be resolved on first contact.
In 2018-19, we registered 2.06 complaints per 1,000 customers. This is a decrease compared to 2.22 complaints per 1,000 customers in 2017-18. We continue to track below the national benchmark of 3.3, based on the Bureau of Meteorology’s National performance report 2017-18: urban water utilities.
Together with the Water Services Association of Australia and other Australian water utilities, we are reviewing practices to ensure we are effectively capturing customer complaints to continue to generate valuable insights to improve overall customer experiences.
The most common complaint types relate to water quality, repairs and maintenance of infrastructure in the metropolitan area, and costs incurred for high water consumption.
In 2018-19, 195* complaints were made about us to the Energy and Water Ombudsman of South Australia (EWOSA) on a range of issues. Costs incurred for high water use continued to top the list of escalated concerns.
When compared to 2017-18, EWOSA complaints have remained consistent, with a slight decrease.
Our Customer Advocacy and Resolution team completes root cause analyses, post-complaint reviews and case studies, which are important steps in our complaint management process. Case studies include details of the complaint, a summary of the investigation, the outcome and process improvement recommendations.
*The number of EWOSA complaints referred to us may differ between our reporting and EWOSA’s due to variances in reporting practices.