Economic Security Council of SA
Energy and Water Services Commission of SA
Essential Services Committee of SA
Essential Services Commission of SA
80% of calls answered within 30 seconds
85% of calls answered within 30 seconds
80% of calls answered within 20 seconds
85% of calls answered within 20 seconds
Both 10 business days
Both 10 calendar days
5 working days for Refunds and 10 working days for Corro
5 calendar days for Refunds and 10 calendar days for Corro
Call Centre Integrated System
Call Centre Information System
Customer Services Information System
Customer Services Integrated System
Give an account balance.
Do a payment arrangement.
Complete a CNA over the phone.
All of the above.
None of the above.
7th of February.
28th of February.
3rd of February.
20th of January.
Is it coming from the road itself or a metal plate on the road?
What address is closest to the leak?
Oh, that’s not good. I’ll lodge a report for this straight away so we can someone out there as soon as possible.
Ok, another one hey? These old pipes are so old, we're so busy lately.
There is only one allowance in the life of the property ownership.
The maximum allowance is capped at 300kL
Claims must be lodged within 6 weeks of the date of repair
Leaks must be concealed in a customer’s private pipe work
Applies to Residential only
Leakage Allowance Form
Report a Leaking Meter
Report a Leak on Road
Change of Billing Address
Any incident which could disrupt traffic
When property damage is occurring
When a caller is reporting a leaking meter and they say they will be contacting the media
When a caller is reporting a leak on the road and they say they will be contacting the media
When the media are on site
No we cannot proceed unless they have their account number. They will have to call back.
Yes, we can proceed as long as we confirm their name, location address AND a third point of ID e.g. phone number already listed or how they normally pay.
Yes, we can proceed as per normal i.e. if we confirm their name and property location.
No, we cannot proceed unless they have the account number.
Yes, we can proceed as they have implied consent.
Yes, we can proceed but only if the notes state they have been authorised directly from the property owner.
Ask if they have permission to act on the owner’s behalf and add a 3rd party template note.
Ask if the property owner is there to speak with and if not, ask the owner to call us later to authorise the third party. Advise the caller we are unable to speak with them until this is done.
Ask if the property owner is there to speak with to authorise the third party. If the owner is not there, ask the caller if they have the consent of the owner to act on their behalf. Add a 3rd party privacy template.
25 51274 10 3.
25 51167 00 9.
25 51270 00 6.
Check the meter and call us back with the reading.
Check the meter reading. If it's less than what has been read, call us back as it may have been miss-read, so we can then re-bill you. If it's more, it must have passed through the meter so the bill is correct.
Check the meter reading. If it's less than what has been read, call us back. If it's more, do a leak test and bucket test. If you detect a leak, get it fixed and either call us back or check out our application form online to see if you are eligible for a leakage allowance.
Check the meter reading. If it's less than what has been read, call us back. If it's more, do a leak test and bucket test. If there's no leak but the bucket test is "out", your meter is faulty, so call us back to report a fault on your meter (Maximo job).
Check the meter reading. If it's less than what has been read, call us back. If it's more, do a leak test and bucket test. If there's no leak but the bucket test is "out", either call call us back to discuss getting the meter tested or check out the form online.
Slow Drainage (5 hours) and No Drainage (1 hour)
Slow Drainage (12 hours) and No Drainage (5 hours)
Slow Drainage (18 hours) and No Drainage (5 hours)
Slow Drainage (18 hours) and No Drainage (2 hours)
Refer them to the OTR
Transfer them to Dial Before You Dig
Refer them to their local council
Ask them to call the police
Email [email protected]
Report it to a Senior
Transfer the caller to AWQC
Email [email protected]
Refer the caller to DEWNR
Their name, account number, property address and Name Supression ID.
Their name, account number, property address and a 3rd point of ID.
Their name, account number, property address and their mailing address.
2 Mar 2016
21 Mar 2016
1 June 2016
20 June 2016