General enquiry, feedback or complaint
General enquiry, feedback or complaint
I want to:
We welcome your feedback
Your feedback is important to us and helps us make our best better.
To tell us about something we have done well or if you have a complaint, we will work with you and focus on what has happened and why so we can take the right steps to resolve the matter and learn from each experience. Here's how we will do that together:
Step 1 - Talk to us
If you believe your matter has not been addressed and would like to make a complaint, you can:
Complete our online enquiry and feedback form
OR
If you have done this and believe your matter has not been adequately addressed, you may request an internal review.
Step 2 - Seek an internal review
When you contact us, we aim to resolve the matter at the first contact however, if this does not occur you can request an internal review online or ask for one during a call. Our Customer Advocacy and Resolution team will contact you within two business days to discuss the next steps and keep you informed about what's happening, why it's happening, as well as provide a timeframe to resolve the matter.
Step 3 - Seek an external review
If the matter is not resolved to your satisfaction you may access an independent and free service by contacting the Energy and Water Ombudsman of South Australia. This office can help you with billing, account payment, connection, supply, privacy, and customer service complaints. You can call them on telephone: 1800 665 565 (free call) or email: contact@ewosa.com.au.
You may also contact the South Australian Ombudsman if you have concerns about our processes or how we have made a decision. You can contact this service on telephone: 1800 182 150 (toll free if you live outside the metro area) or email: ombudsman@ombudsman.sa.gov.au.
For more information on how we record, manage and respond to complaints, enquiries and escalations across all communication channels, you can also view our Customer enquiry, complaint and despite resolution process
Did you know
Residential customers can switch to ebilling with mySAWater, as well as view, pay and manage your account easily anytime 24/7
Deaf, hearing or speech impaired customers.
Contact us through the National Relay Service and ask for SA Water on 1300 729 283.
- TTY users phone 133 677 then ask for SA Water on 1300 729 283
- Speak and Listen users phone 1300 555 727 then ask for SA Water on 1300 729 283
Free translating and interpreting services
Do you need an interpreter? Use our free interpreting service by calling 131 450 and ask them to connect you with SA Water
Calling from overseas
You can contact us on +61 8 7424 1735
