Priority Services - Support for people with specific needs
Priority Services - Support for people with specific needs
We know that everyone's needs are different, and our priority services are designed to help and make your life that little bit easier. It helps us know who needs some extra support, so that we can look after our customers with specific needs. It’s completely free, and once you’ve signed up, you can stay on it for as long as you like.
Who can get Priority Services?
You could benefit from Priority Services, for example if:
- You are living with a disability or health condition, including physical psychological, cognitive, vision, and/or difficulty with speech or hearing.
- You are of senior age (65+)
- You speak a language other than English at home, or require alternative communication methods.
Tenants can also register for services with the assistance of the account holder. You can find more information on this below.
If you have a family member, friend or neighbour who might benefit from a little extra support, please let them know about our Priority Services.
What priority services are available?
Our free Priority Services include:
Self meter reads
If meter reads cause you worry, you can take a photo of your meter every 3 months and send it to us.
Large print bills
Receive easy-to-read large print bills, crafted for clear, straightforward understanding of your water bill.
Interpreter services
If English is hard for you or if you have trouble hearing or speaking, we have services to help you understand us better. We want to make talking to us easy for you.
Interpreter service
If you need an interpreter you can call our interpreting service on 131 450 and ask them to connect you with SA Water. Once you're connected our agents can talk to you about registering you for our Priority Service - Interpreter service.
National Relay Service
If you’re deaf or find it hard to hear or speak to hearing people on the phone, you can contact us through the National Relay Service and ask for SA Water on 1300 729 283. Once you're connected our Customer Care Team can talk to you about registering you for our Priority Service - National Relay Service.
- TTY users phone 133 677 then ask for SA Water on 1300 729 283
- Speak and Listen users phone 1300 555 727 then ask for SA Water on 1300 729 283
How do I register?
It’s easy and only takes a few minutes to register. We'll only ask for information we need to know to provide support services that suit your needs. Your privacy matters, so we have a privacy policy in place.
What you'll need:
Applicant details
We'll need to know who the priority services is being set up for and the property address, including your account number if you have one. You can find your account number on the first page of your bill.
A phone number or email address
This is so that we can check the applicant is an SAWater account holder or authorised to represent on the account. We also need accurate contact information to provide necessary service information over time.
You can sign up by:
Frequently asked questions
Yes. Together with you and your property owner or property manager, we can assist you in accessing appropriate services.
To talk through Priority Support options available to you, contact our Customer Care Team by:
- Phone 1300 729 283 (8.30am to 5.00pm Monday to Friday)
- Email customercare@sawater.com.au
- Web chat (8.30am to 5.00pm Monday to Friday)
You can give permission for someone you trust such as your support worker or carer, family member or friend, to speak to us on your behalf and support you managing your account. They can also sign you up for our Priority Services.
To add someone as an authorised user on your account, please contact our Customer Care Team by:
- Phone 1300 729 283 (8.30am to 5.00pm Monday to Friday)
- Email customercare@sawater.com.au
- Web chat (8.30am to 5.00pm Monday to Friday)
Your trusted person can register you for Priority Services on your behalf or be there with you to set it up together. As long as we have spoken with you directly first to ensure we have your permission.
You can tell us about any changes you want by getting in touch with our Customer Care Team
- Phone 1300 729 283 (8.30am to 5.00pm Monday to Friday)
- Email customercare@sawater.com.au
- Web chat (8.30am to 5.00pm Monday to Friday)
It’s completely free, and once you’ve signed up, you can stay on it for as long as you like.
If you move house, you'll need to contact us and sign up for the service at your new property.
If you are renting and the house is sold, you'll need to ask the new owner to add you to the service again.
If you sign up for the Self meter read service, we'll need you to submit your meter reading along with a photo of your meter every 3 months. This ensures that your billing is based on the actual readings you supply to us.
You can send us your meter reading through:
Step-by-step information on how to read your meter is available on our website. Tip: if you have trouble doing this, you could ask a family member, carer or friend to do it for you.
When you register, expect a confirmation email outlining the dates for submitting your meter reads throughout the year.
What other support is available to me?
If you’re having difficulty paying your bill
We understand that sometimes it’s hard to meet household expenses, so if you are experiencing short or long-term financial difficulties, please talk to us so we can help. Our Customer Assistance Team are here to support you. You can contact them by:
- Phone 1300 729 283 (8.30am to 5.00pm Monday to Friday)
- Email customercare@sawater.com.au
- Web chat (8.30am to 5.00pm Monday to Friday)
Easy read guides on understanding bills and more
Presenting information in a clear, simple, and accessible format. Our Easy Reads cover topics such as paying bills, finding water leaks, reading your meter and saving water. See our downloadable easy read guides:
