Phase three: sharing, discussing and deliberating - closed

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Phase three has now concluded

Every four years we submit a plan to our economic regulator, the Essential Services Commission of South Australia (ESCOSA). Our Plan 2020-2024 is due to ESCOSA in 2019 and will outline how we’ll operate and deliver services over these four years. ESCOSA will use Our Plan to determine the revenue we can collect from customers via their bills for water and sewerage services during this period.

Our customers are at the heart of everything we do and we are working together with you to develop Our Plan 2020-2024 to ensure we understand the services and outcomes you want us to prioritise.

Phase three concluded at the end of October 2018. The phase focused on sharing, discussing and deliberating the draft proposals for Our Plan 2020-2024 including potential service standards. The plan is being developed using the feedback received in phases one and two of this engagement process. During phase three we worked together with our Customer Working Group to ensure our plan is aligned to our customers' values and priorities.

We have been talking to customers across South Australia since late 2017 about their future needs and wants regarding water services for 2020-2024.

You can keep up to date with the progress of Our Plan 2020-24 and join the conversation by registering for Water Talks, look for the blue register button at the top of this page.

Every four years we submit a plan to our economic regulator, the Essential Services Commission of South Australia (ESCOSA). Our Plan 2020-2024 is due to ESCOSA in 2019 and will outline how we’ll operate and deliver services over these four years. ESCOSA will use Our Plan to determine the revenue we can collect from customers via their bills for water and sewerage services during this period.

Our customers are at the heart of everything we do and we are working together with you to develop Our Plan 2020-2024 to ensure we understand the services and outcomes you want us to prioritise.

Phase three concluded at the end of October 2018. The phase focused on sharing, discussing and deliberating the draft proposals for Our Plan 2020-2024 including potential service standards. The plan is being developed using the feedback received in phases one and two of this engagement process. During phase three we worked together with our Customer Working Group to ensure our plan is aligned to our customers' values and priorities.

We have been talking to customers across South Australia since late 2017 about their future needs and wants regarding water services for 2020-2024.

You can keep up to date with the progress of Our Plan 2020-24 and join the conversation by registering for Water Talks, look for the blue register button at the top of this page.

Phase three has now concluded

  • Who are the Customer Working Group?

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    The Customer Working Group was formed in February 2018 and concluded as part of our customer engagement for Our Plan 2020-24 in March 2019.

    The group was involved in phases two to four of our customer engagement. We worked together with the group to test and analyse results of the What matters to you? and Would you invest in this? surveys. Using this information, the Customer Working Group provided recommendations for Our Plan 2020-24.

    They met six times plus had an optional tour of SA Water infrastructure.

    • Session 6

    16 March 2019

    • Session 5

    06 October 2018

    • Session 4

    07 July 2018

    • Infrastructure tour (optional)

    21 April 2018

    • Session 3

    24 March 2018

    • Session 2

    03 March 2018

    • Session 1

    24 February


    The group enabled direct customer participation and collaboration and for us to hear what they have to say about our business and the services we provide.

    There were 22 members of the Customer Working Group. These people represented:

    • Residential customers – from each of our five customer segments
    • Residential customers – representing home owners, tenants and water customers not connected to sewerage services
    • Non-residential (or business) customers - business owners, business tenants, and small to medium business representatives
    • Stakeholders - representatives from our culturally and linguistically diverse, and Aboriginal communities
    • Customers across different age groups - representation will include members of all age groups 20-60+

    This broad representation ensured we understood and considered the breadth of our customers' priorities. Each member is responsible for paying all or part of a water bill.

    Now the group meetings have concluded we will continue to engage with members by phone and email until the group's recommendations are agreed. The group members will also be offered opportunities to engage with us on other projects if they wish in future.

    One member of the group was selected to represent customers as part of ESCOSA's Negotiation committee with SA Water from April to June 2019.