SA Water Infrastructure

In reply to the Hon. R.I. LUCAS (17 April 2016).

The Hon. I.K. HUNTER (Minister for Sustainability, Environment and Conservation, Minister for Water and the River Murray, Minister for Climate Change): The Minister for Water and the River Murray has received this advice:

1. Since 2012 SA Water has been conducting a tracking survey with residential and business customers who have contacted SA Water with an account or general enquiry; to report a service fault; or to apply for a new water main connection.

SA Water contracts Newfocus, a qualified research company with an office in Adelaide, to conduct its customer satisfaction tracking research. This financial year approximately $100,000 has been spent on the survey.

2. The results of the customer satisfaction tracking research are reported internally to SA Water, including its board, and are used to track service delivery performance and identify areas for service improvement.

3. 69 per cent of customers who reported a service fault in quarter 3 of this financial year rated their experience with SA water with a positive rating (providing a score of 8 through to 10).