Understanding my bill
Understanding my bill
Whether you have a household or business account, we use a lot of information to calculate your water bill.
Our Bill Explainer has been created to help you understand your bill, how we calculate your water use, how to tell whether your bill is based on actual meter readings or estimated data and your payment options.
How to read your bill
This bill is an example only. You might like to have your own bill with you as you read through this page. Each bill has two sides. Use the tabs above the bill to see the front page and back page information.
This information is also available in different languages and Easy Read below.
1. Our contact details:
If you need help understanding your bill, water or sewer service there are many ways you can contact us. This section of your bill provides your contact options including our phone number and website address.
2. The amount you owe and due date:
This is the amount you need to pay and the date you need to pay by. You can check your account balance anytime by registering your account online.
3. Your water use history:
This graph compares how much water you used per year compared to the last 4 years. You can track your water usage in more detail by visiting mySAWater.
4. Your account number:
Your account number is unique to your account, and you should quote it when you contact us with any questions.
5. Supply and service address:
This is the address where water and sewerage services are supplied to for this bill.
6. Your account summary:
This is a summary of your recent payments, including the current balance. If you have direct debit set up, you will see the next direct debit date.
Download the bill explainer best suited to you
You can view the bill explainer in various languages and Easy English format.
You can find more information on your water bill, how much you owe and when and how to pay your bill, please read our English Bill Explainer here.
We also have more information available in Easy to Read.
You can find more information on your water bill, how much you owe and when and how to pay your bill in our translated bill explainers.
- Chinese bill explainer
- Italian bill explainer
- Traditional Chinese bill explainer
- Arabic bill explainer
- Persian bill explainer
If you need help in a different language you can call our interpreting service on 131 450 and ask them to connect you with SA Water. Once connected we can talk to you about registering you for Priority Services to make it easier in future.
Need a copy of your bill or want to manage bills and payments?
Residential customers can use mySAWater to view, pay and manage their account 24/7. Setup a direct debit, manage payment arrangements and extensions, view your account balance, past bills and more.
Bill help for customers with specific needs
We offer a number of services to help customers who have with difficulty hearing, speaking or seeing.
- Electronic billing or eBills - Receive your bill in PDF format and enlarge it on screen. Switch to eBills
- Large print bills - Receive your printed bill in A3-size for easier reading. Register for Large print bills
National Relay Service - Choose your contact option and provide our phone number 1300 729 283. We can also talk to you about registering you for Priority Services to make communicating with you easier in future.
Ready to pay your bill?
You can pay in mySAWater, or by credit or debit card, in-person, BPAY, Auspost, Centrepay, and phone payments.
Need help with 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. Our Payment Assistance Team can talk you though options when things are financially difficult, whether it's short-term help, or longer-term support.
Understanding your water usage
Average water use changes with the seasons, with more water being used in our gardens during the hotter, drier months. This fluctuating water use will be reflected in your quarterly bill, resulting in higher bills, on average, after summer.
The figure below shows the average amount of water each of us uses every day. It changes from season to season, but it also changes from person to person. More than half of our home water use occurs inside, and most of that happens in the bathroom.
To better understand how much water you use, you need to consider how you’re using water in and around the home. Here are some figures to help you determine where you may be using your water.
- 38% Bath, shower and toilet – consider the length of your showers.
- 37% Garden and outdoor – consider the size and health of your garden.
- 14% Kitchen – consider how often you wash the dishes.
- 11% Laundry – consider how efficient your washer is and how large your loads are.
Here are some great ways to use your water efficiently in and around your home.
Frequently asked questions
To prepare your bill, our team needs to enter your property to read the meter. If the meter is obstructed, faulty, or we can’t safely and conveniently access and read the meter, we may estimate your usage based on your history.
If we don't have a history of your usage at that supply address, we use the average usage by a comparable customer over the same period. We'll let you know if your bill is based on an estimated reading of the meter by noting it clearly on your bill.
If you have been issued with an estimated bill, and we can access and read the meter in the next billing period, we will adjust your next bill to take account of the actual meter reading.
To avoid estimated bills, please make sure we can easily access and read your meter by clearing trees and bushes, and ensuring pets are appropriately contained. You can also submit a meter reading through mySAWater or through the meter reading submission form if you would like to update our records with an accurate reading.
Service Rent is an SA Water fee charged each financial year to recover costs associated with:
- reading an additional water meter on a property
- maintaining records of the additional reading and water use details
- maintaining and replacing the additional water meter and service.
A Service Rent charge applies when a property has an additional water meter fixed to the property above what is allowed. If your property is in a metropolitan area or a country township, one meter is allowed. If your property is in a country lands district, one water meter is allowed for every 250 hectares of contiguous rateable land in the same ownership.
This charge is not applicable to accounts where the additional meter supplies another account (Common Supply). Service Rent however does apply to common supply accounts where there are more meters recorded against a common supply account than the number of properties in the group. For example, 3 meters supplying only 2 properties.
The Service Rent charge is normally charged in either the 3rd or 4th billing quarter and is calculated based on how many months in a financial year that your property had more meters installed than allowed. If you install or disconnect a meter within the financial year, a charge may apply for that particular month depending when the installation or disconnection occurs.
Service Rent is not applicable to recycled water meters, except for properties which are included as part of the GARWS scheme (Glenelg Adelaide Recycled Water Scheme).
If there are one or more drinking water meters and one or more recycled water meters recorded on the same account, a service rent charge is only applicable to each additional drinking water meter
We bill for water and sewer services quarterly (every three months).
If you are a property owner moving into a new home, your conveyancer will organise the property transfer and tell us where to send your first bill. We bill quarterly. If you are worried you can contact your conveyancer or call us to see if we have your account.
If you are a property owner building a brand new home. Check that your builder has applied for water and sewerage connection on your behalf.
If you are a property owner moving into a newly built home, if there is a connection, but no water meter on the property, you will need to apply for a meter via the Connection Application form. If there is a meter, and no water supply, check the meter is in the 'on' position. If there is still no supply, call our Customer Service Centre on 1300 729 283 for help.
If you are a tenant, you won’t have an account with us for water. We send the water bill to your landlord (the property owner) or your Managing Agent. As a tenant, you may be responsible for paying for your water use and supply charges. Your Landlord and/or Managing Agent will discuss with you what you are required to pay as part of your lease agreement.
Paper bills:
You can request a copy of your bill by completing our Access to past bills online form.
eBills:
Residential property owners can access all of their previous bills quickly and easily by registering or logging in to their online account at mySAWater.
There can be a number of reasons why your bill amount is higher than usual. The meter reading my be incorrect or an estimate. You may also have a leak in your pipe or running toilet or dripping taps as well as just using more water. For example, you may have people staying at home, be watering your garden more, using new appliances.
If the water use on your bill seems high or if we have contacted you about this please use our online resource to find out more.
If there's a problem with any appliances or pipes on your property, call a licensed plumber.
Also, let us know if paying your account by the due date is going to be difficult by calling our Customer Care Team, or if you would like help from our specialists.
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
- 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
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.
Major faults
Polkinghorns Rd
Arthurton
- 18/06/2020
Water Supply On
- 18/06/2020 03:05 PM - We are attending to an incident in Arthurton 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: 07505663.
- See all major faults
Scheduled works
Spruance Rd
Elizabeth East
- 11/06/2021
Temporary Supply Interruption
- Estimated start time and water supply off: 15/06/2021 09:00 AM
Estimated restore time and water supply back on: 15/06/2021 04:00 PM
We’re improving your services and undertaking maintenance work in Elizabeth East. Sometimes our crews need to temporarily interrupt the water supply to our customers and/or manage traffic while they are working. Temporary traffic management may remain in place until reinstatement of the impacted road is complete. We always aim to minimise inconvenience by restoring services as safely and quickly as we can. - See all scheduled works
