Regulation of SA Water

Regulation of SA Water

Water and sewerage services in South Australia are regulated and we strive to meet our legal and regulatory responsibilities as we deliver these essentials for our customers.

Our regulatory responsibilities include:

  • 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 Plan 2020-24

Our Plan 2020-24 is our regulatory business proposal for 1 July 2020 to 30 June 2024. It was submitted to ESCOSA in November 2019.

Our Plan provides an overview of the key elements influencing business planning and operation and was informed by our most extensive customer research and engagement program to-date. Our engagement website Water Talks has details about the four engagement phases which ran from July 2017 to June 2019.

Between November 2019 and February 2020, ESCOSA reviewed Our Plan and consulted with South Australians on what we are proposing. In March 2020, ESCOSA released a draft determination on the service standards and the revenue we can earn through customer prices. Its final determination will be given in May 2020 and delivery of Our Plan will begin in July 2020.


You can read our proposal for the current 2016 to 2020 regulatory period.

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

  • Major faults

  • Underway

  • Portrush Rd
  • Toorak Gardens
  • 21/03/2020
  • Water Supply On
  • 22/03/2020 03:08 AM - We are attending to an incident in Toorak Gardens 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: 07389147.
  • See all major faults

  • Scheduled works

  • Underway
  • Angle Vale Rd
  • Angle Vale
  • 05/04/2020
  • Temporary Supply Interruption
  • Estimated start time and water supply off: 08/04/2020 09:00 PM
    Estimated restore time and water supply back on: 09/04/2020 06:00 AM

    We’re improving your services and undertaking maintenance work in Angle Vale. 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