Phase two: what matters to you? - closed
Consultation has 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 two ran from April to June 2018 and involved a number of engagement activities that gave our customers the opportunity to have their say about the services we provide. This feedback was used in phase three as we started to develop Our Plan 2020-2024.
Phase two engagement activity included:
- The What matters to you? survey, completed by 5104 customers from across the state
- Community sessions at 11 locations around the state
- Opportunities to comment through Water Talks.
A report will be written on the findings from phase two and shared here soon. Everyone registered with Water Talks will receive an email when the report is available.
Congratulations to our Water Talks survey winners! You can find out who won by reading our news article about the prize draw.
In preparation for phase three, we collated a range of information from phase two to share with our Customer Working Group including:
- data from the survey and all comments collected across Water Talks
- emails we received
- comments on social media
- phone calls to our Customer Care Centre.
During phase three we worked together with the Customer Working Group as it analysed the data and made recommendations for Our Plan 2020-2024. We will also share with them the emerging themes and service standards.
Thank you to everyone who took part and provided feedback during phase two.
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Congratulations to our Water Talks survey winners!
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In June our Water Talks survey officially wrapped. The survey was about connecting with our customers to understand what matters to them when it comes to water. It was exciting to receive more than 5,000 survey responses. These responses have provided us with fantastic feedback we can consolidate and take with us to plan future water and sewerage services for our customers.
Customers who entered our survey had the opportunity to go in the draw to win some great prizes. Last week, we were delighted to gift our three winners with their prizes.
1st place: Michelle from Port Pirie who won at two-night stay at the Hilton Adelaide including breakfast and a three-course dinner. Valued at $1050.
2nd place: Greg from Belair who won a delicious gourmet Maggie Beer food hamper. Valued at $175.
3rd place: Nicholas from Adelaide who won a Zoos SA family day pass for Monarto Zoo. Valued at $89.50
Thank you to all our people who supported this campaign to make it a great success!
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Customer Working Group dives deep
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Our new Customer Working Group met last Saturday (3 March) for the second time this year to further explore the ‘ins and outs’ of our business. Formed to help us develop our Regulatory Business Proposal (RBP) for 2020-24, the group gives our customers an opportunity to have their say and contribute to our business plan.
Group members were recruited by an independent company to ensure they had no connection to our business aside from being a customer. The 22 members represent the diversity of our customers including home owners, tenants and business owners from metro and regional areas, who are responsible for paying all or part of a water bill.
The group will test and analyse results of our What matters to you? study, which will test customers’ priorities for different levels of service and investments to 2024. They will be involved in a number of engagement phases of the RBP, playing a part in reviewing proposals, providing feedback on key components and endorsing the final plan.
At the last session the group learnt about our assets, water quality, and how we manage our business, including governance, and communications and engagement with our customers. Five external presenters provided the group a broad overview of our role throughout the wider community. Presenters from the South Australian Council of Social Service, Council on the Ageing, Business SA, Uniting Communities and Multicultural Communities Council of South Australia gave presentations and then formed a panel for a question and answer session with the group.
Thank you to everyone who is participating.
(Photo: CEO of Multicultural Communities Council of SA Helena Kyriazopoulos presents to the Customer Working Group)
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