Regulation of water services

Regulation of water services

Water and sewerage services in South Australia are regulated and we strive to meet our legal and regulatory responsibilities on:

  • health and safety
  • water quality
  • the environment and natural resources
  • technical standards
  • customer protection, pricing and service standards.

How we are performing against service standards

Our performance scorecards are published quarterly and you can read our Annual Regulatory Performance Reports on the Essential Services Commission of South Australia's (ESCOSA) website.

Regulation of customer protection, pricing and service standards

ESCOSA is an independent regulator that issues water retail licences to water and sewerage service retailers, sets minimum standards to protect consumers, and carries out price determinations to ensure customers pay a fair and reasonable price for the services they receive.

Regulated price determination periods are for four years and require us to submit a proposal to ESCOSA outlining the revenue required to operate and invest in our networks to deliver the services our customers value and are willing to pay for. Our customers help us develop our proposals which also reflect our regulatory responsibilities.

Our Customer Charter can be downloaded here.

Our Plan 2020-24

Our Plan 2020-24 is a guiding document that will drive our operations leading up to 2024.

For more information about how we are regulated, please contact us.

  • Major faults

  • Underway

  • Polkinghorns Rd
  • Arthurton
  • 18/06/2020
  • Water Supply On
  • 18/06/2020 03:05 PM - We are attending to an incident in Arthurton with no interruption to the water supply. The safety of our crews and customers comes first, and we always aim to minimise inconvenience by restoring services as quickly as we can. Reference Number WO: 07505663.
  • See all major faults

  • Scheduled works

  • Underway
  • Spruance Rd
  • Elizabeth East
  • 11/06/2021
  • Temporary Supply Interruption
  • Estimated start time and water supply off: 15/06/2021 09:00 AM
    Estimated restore time and water supply back on: 15/06/2021 04:00 PM

    We’re improving your services and undertaking maintenance work in Elizabeth East. Sometimes our crews need to temporarily interrupt the water supply to our customers and/or manage traffic while they are working. Temporary traffic management may remain in place until reinstatement of the impacted road is complete. We always aim to minimise inconvenience by restoring services as safely and quickly as we can.

  • See all scheduled works