FAQs
Cleaning and Disinfection: The pipelines will be flushed using specialised cleaning equipment to remove any accumulated debris, sediment, or deposits. It will then be disinfected to eliminate potential contaminants.
Water Quality Certification: Before the water is deemed safe for consumption, it must pass strict quality tests. These results will be reviewed and approved by SA Health.
Cross-Connection Checks: The Office of the Technical Regulator will inspect private pipework to ensure there are no cross-connections that could compromise water safety.
Backflow Prevention: New water meters fitted with dual check valves will be installed to prevent any backflow into the network.
Ongoing Monitoring: Once operational, the system will be added to a continuous water quality monitoring program- Just like the rest of the 27,000 km of water mains across the network.
Calling 1300 729 283 and either selecting option 2 for Accounts and general enquiries and then option 3 to for payment extensions and arrangements.
Registering or logging in to your online account at mySAWater
Can potable water be safely delivered through clay pipes, if any still exist within the system?
There are no clay pipes as part of the water network. They are all PVC or Ductile Iron. Clay pipes are only used for the sewer network, which will still be managed by the council.
Is it safe to carry water through pipes that have previously carried non-potable water for an extended period?
Yes- provided a rigorous cleaning, testing, and monitoring process is followed.
Here's how safety is ensured:
When can I begin drinking water from my taps?
After the water quality testing period is complete and the water quality meets the Australian Drinking Water Guidelines, SA Health will approve that the system can be used for drinking water use. We will then notify you by mail and you may be required to flush your internal pipes by running an outside tap for a period.
Will switching pipes on and off again risk contaminating those that have already been cleaned?
Disinfection will be planned in stages to ensure that cross contamination between separate isolations is not possible. By cleaning one section at a time and following strict procedures and protocols, we can make sure that each recently cleaned area stays contained and safe throughout the process. This is done by controlling the direction of flow, we will ensure that mains are disinfected to each dead end in the network. We’ll also take water samples at each discharge point to confirm everything is clean and safe.
What will my water pressure be?
The standard water pressure for residential homes typically ranges between 300 and 500 kPa (approximately 43-72 psi). Pressure will be distributed evenly to each household by a pressure reducing valve installed in George Mason Street (where council’s water tanks currently are)
Will the disinfection process affect any appliances currently hooked to the pipes? Eg toilets etc?
No, the disinfection process will not affect appliances currently connected to the pipes, such as toilets, taps, or washing machines. The disinfection process is carefully managed to ensure that all household fixtures remain safe and fully functional throughout.
Where will SA Water discharge the disinfected water?
All chemicals will either be neutralised prior to any environmental discharge or we will safely transport the discharged water off-site using vacuum trucks or tankers.
Will I be required to modify any internal plumbing?
SA Water will provide clean, potable water to the property's water meter, in accordance with our standard service provision. Any plumbing infrastructure located beyond the meter- within the property boundary- remains the responsibility of the property owner and must be managed or upgraded at their discretion.
How long will construction take?
From when the construction team mobilise to site, it will take up to 10-12 weeks to complete the works. The remainder of the project will be water quality testing. We are expecting to be complete by May/June 2026
During construction how long will my water be off for?
As part of the works, our crews will need to temporarily turn off the water supply in certain areas. You will receive a notification letter in your mailbox at least four business days before the scheduled outage.
Typical outage duration: Water will usually be unavailable for up to 8 hours, typically between 9:00 AM and 5:00 PM.
When will I receive my first water bill?
Your first bill will be issued once all construction activities and water quality testing are successfully completed. After the system has passed all required checks and is officially brought online, it will be transferred to SA Water. At that point, billing will commence.
Will I be charged for water charges even through the disinfection/sampling period?
During this time, you will remain a Council non-drinking water customer. Once the water is approved by SA Health there will be a ‘transfer’ date where you will become an SA Water customer.
How often do I receive my bill?
On a quarterly basis SA Water will bill you for your water supply, and water use.
Do I need to contact SA Water to receive my Concessions discount?
No, you don't need to contact SA Water directly to receive your water concession. You need to apply for concessions through the Department of Human Services (DHS) by contacting Concessions SA. Your discount will then be automatically applied to your SA Water account. Once you receive a letter from SA Water stating the water is now drinkable, you will become our customer. You can then contact Concessions SA to apply for your concessions discount. The contact number for Concessions SA is 1800 307 758 or you can apply online.
What should I do if I’m having trouble paying my bill?
If you are feeling overwhelmed or just need some extra time to pay your bill, we can help you. We offer flexible payment options such as extending the due date on your next bill or setting up a payment arrangement so you can pay your bill in instalments over a little extra time.
You can ask for an extension to your due date or a payment arrangement by
If you would like to talk to someone, please contact our Payment Assistance Program on 08 7424 1650 during business hours (8.30am – 5pm) to discuss your options.
