WHAT TO DO IF YOU HAVE A COMPLAINT

1Know the complaint
  • Take your time
  • Clarify the issues
  • Consider a resolution
 
2Read our website and FAQs  
3Try to resolve  
4Seek Further Assistance  

What to do if your water is restricted

The restriction of your water supply can be extremely stressful and a major disruption in your daily life.

In order to restore the full flow of your water supply you should contact your retailer immediately to discuss the reason for restriction and what is required to restore your supply.

Our guide also explains the access requirements for reconnection and the time frame in which an agreed reconnection must be carried out by the distributor.

What to do if your water is restricted

Contact your retailer immediately.

Even if you have spoken with them prior to the restriction, you must contact them again and discuss the next necessary steps to remove the restriction.

How to get a restriction removed

If you have been restricted because you have not paid your bill, you will usually have to pay something towards your account or agree to a payment arrangement before the retailer will remove the restriction.

You may also have to pay any additional fees associated with restoring your water flow rate.

To avoid any additional stress, inconvenience and fees, you should speak to your retailer about payment arrangements or any financial difficulties before restriction occurs.

Before you contact your retailer, you should consider:

  • An amount that you can afford to pay immediately, no matter how big or small.
  • An amount that you are able to pay at a later date, and the date you are able to pay it.
  • A regular amount that you will be able to pay as part of a payment arrangement.
  • The frequency of payments you can manage.

If you agree to a payment arrangement in order to have your water restriction removed, it is important that you can afford to maintain that payment arrangement. If you miss any payments, the arrangement will be broken and you may face water restriction again.

If you were restricted for not providing access to your meter, you will not have the restriction removed until you can provide access to the meter. You should speak to your retailer and provide access within 10 business days of the date of restriction to assure your restriction is removed.

When will the water restriction be removed?

If your retailer has agreed to remove the restriction before 12pm on a business day, then the retailer must arrange removal of the restriction:

  • In Adelaide central/metropolitan area - on the day of request.
  • In remote/rural areas - on the day of request if possible, or by the end of the next business day.

If the request is made after 12pm on a business day, the retailer must:

  • Use its best endeavours to arrange for the removal of the restriction on the day of request;
  • In any event, remove the restriction by the end of the next business day.

Access to your meter for removal of restriction

If your meter is not accessible, you will need to ensure that you remain at the property to provide access until the restriction is removed.

If you are not at the property to provide access when the retailer attends, you will need to contact your retailer again and re-apply for restriction removal.

An additional fee may be applicable.

Have you been wrongfully restricted?

You may believe that you have been wrongfully restricted by your water retailer.

If this is the case, you may be entitled to some form of compensation from your water retailer if they restricted you when:

  • They were not entitled to do so under legislation or contract.
  • They failed to comply with the procedures required for disconnection.
  • They restricted the wrong premises.
  • They did not provide a restriction warning.

If you find yourself in this situation, you should contact your retailer to make a compensation claim. 

Links and further information

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