Supplementary reporting items
Supplementary reporting items
There was one instance of alleged fraud reported in 2019-20. The matter is in the process of being investigated and was reported to the appropriate authorities.
Strategies implemented to control and prevent fraud
We have a zero tolerance to fraud or corruption and perform a range of activities to control and prevent fraud. Key to these activities are:
- senior executive oversight of our Fraud and Corruption Control Policy by the General Manager, Governance, Planning and Regulation
- investigations of all allegations of fraud made under the policy
- data analytic reviews conducted by Internal Audit of payroll and accounts payable transactions
- regular communications to our people on the need to report matters of concern and to act in accordance with SA Water’s values, Ethical Standards Procedure and the Code of Ethics for the South Australian Public Sector.
Public interest disclosure
Pursuant to section 12 of the Public Interest Disclosure Act 2018, we have appointed responsible officers and published procedures for the receipt and management of public interest disclosures. We received one public interest disclosure-related allegation during 2019-20.
Summary of complaints
Feedback including complaints received from customers are an opportunity for us to build customer confidence and trust as well as improve our customer experience performance and operational efficiency.
With a comprehensive approach to dealing with complaints, we have a dedicated team focused on first contact resolution. 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 2019-20, we registered 2.05 complaints per 1,000 customers. This has remained consistent when compared to 2.06 complaints per 1,000 customers in 2018-19. We continue to track below the national benchmark of 3.5, based on the Bureau of Meteorology’s data for major utilities in its National performance report 2018-19: 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 resolved at first contact to continue to generate valuable insights and 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 2019-20, 184* 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 2018-19, EWOSA complaints have trended downwards, with a decrease of five per cent recorded.
During 2019-20, 82.5 per cent of customers who had a complaint handled by our Customer Advocacy and Resolution team indicated they were satisfied with our complaints handling process.
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.
In response to customer feedback, we continue to implement changes including:
- providing information about maintaining healthy sewers for customers who have wastewater incidents where non-flushables or fats have been found
- providing hand sanitiser with boxed water for customers experiencing a temporary water service interruption during the state’s response to the COVID-19 pandemic.
* The number of EWOSA complaints referred to us may differ between our reporting and EWOSA’s due to variances in reporting practices.