Our performance scorecard

Our performance scorecard

We continually monitor and benchmark our performance to ensure we’re maintaining our commitment to provide a great experience. This enables us to drive ongoing improvements in how we service you.

We work to a set of service standards that our economic regulator,  the  Essential Services Commission of South Australia (ESCOSA), has determined based on what customers and the community have told us are their expectations.

Our performance against these service standards is reported quarterly to ESCOSA and also published here, each new quarter.

You can see how we are tracking against our targets for:

Driving customer outcomes

Providing you with safe, clean water


Achieved Quarter 1

Low res icon Water quality responsiveness metropolitan 97% 95%*

Low res icon

Water quality responsiveness regional 99% 100%
*New approaches were developed during quarter 1 for dispatching field crews for fault response in the metropolitan area. While we missed several metropolitan targets during this development, improved prioritisation and escalation mechanisms are producing better results since the end of quarter 1.

Our water quality response time targets vary depending on the risk to human health and the environment.

  • Major faults

  • Underway

  • Darebin St
  • Mile End
  • 16/01/2020
  • Water Supply On
  • 16/01/2020 01:17 PM - We are attending to an incident in Mile End with no interruption to the water supply. The safety of our crews and customers comes first, and we always aim to minimise inconvenience by restoring services as quickly as we can. Reference Number WO: 07265949.
  • See all major faults