Customer Charter

Wakefield Regional Council is located approximately 95km from Adelaide. The region is recognised as an attractive residential location with a major commercial centre at Balaklava surrounded by the smaller townships of Owen, Hamley Bridge, Blyth, Brinkworth, Snowtown, Lochiel and the coastal town of Port Wakefield.

The aim of our Charter is to provide our water and/or sewerage customers with a clear understanding of the standards of service they can expect from us and their rights and responsibilities.

The Water Retail Code-Minor & Intermediate Retailers, developed by Essential Services Commission of SA (ESCOSA), contains a detailed description of your rights and our responsibilities in providing you with water and/or sewerage retail services and can be found at www.escosa.sa.gov.au

Download the full customer charter here

Retail Services Provided

We provide customers in the townships of Balaklava, Hamley Bridge, Port Wakefield, Blyth, Snowtown and Brinkworth with CWMS or VCWMS services. We also provide Grade B recycled water within those townships for limited use on community facilities (e.g., ovals) by agreement.

Sewerage Removal (Quality)

We will:

* remove sewage and wastewater from your property in accordance with all relevant health and environmental regulatory requirements.
* use our best endeavours to minimise the frequency and duration of interruptions or limitations to your sewerage service
* provide you with information on any planned interruptions to your sewerage service at least 4 business days prior to us undertaking any works or maintenance
* provide an emergency telephone number on our website for you to call in the event of an emergency or interruption to the supply of your sewerage service

You:

* will report any blockages, bursts or leaks to us as soon as possible by calling the emergency telephone number displayed on our website
* will not discharge restricted wastewater into our sewerage infrastructure
* may be liable to pay us for a proportion of the costs reasonably attributable to you for a blockage, burst or leak. We will advise you of the reasons for cost recovery in these circumstances and any amounts payable will be subject to the payment assistance and financial hardship provisions of your contract with us

Our Prices

Price List

* publish our annual Fees and Charges, which sets out all of the fees and charges associated with the sale and supply of your services, each year by 25 July on our website at www.wrc.sa.gov.au. We will also make this available at our office at Scotland Place, Balaklava, 5461.
* publish our Pricing Policy Statement, which outlines how our fees and charges are compliant with ESCOSA's pricing principles set out in its Price Determination, each year by 25 July on our website at www.wrc.sa.gov.au. We will also make this available at our office at Scotland Place, Balaklava, 5461.
* in the case that any fees and charges set out in the Price List change, publish these on our website 7 days prior to these fees and charges taking effect, and make these available at our office
* calculate your bill on a pro-rata basis if a tariff rate or charge changes during a billing cycle so that the old tariff rate or charge applies up to and including the date of change and the new tariff rate or charge applies from the date of the change to the end of the billing cycle

Pricing Schedule

Pricing Schedule

Pricing Policy Statement

Service Availability Charge

The Local Government Act 1999/Roxby Downs Indenture Ratification Act 1982 allows us to recover a “service availability charge” from you where our water/sewerage infrastructure runs adjacent to your property. We will require you to pay our “service availability charge”.

Water and Sewerage Concessions

Water and sewerage concessions are administered by the Department for Communities and Social Inclusion. To check your eligibility for current water and sewerage concessions, assistance or advice visit www.dcsi.sa.gov.au/concessions, phone the Concessions Hotline on 1800 307 758 or email concessions@dcsi.sa.gov.au.

Connections – where your property is not currently connected to our infrastructure

We will:

* inform you within 5 days whether or not you can be connected to our infrastructure

You will:

* ensure a licensed plumber is engaged to connect your property to our sewerage services and provide us with the following information about your supply address: your name; street number of the property; lot number; Street name, Town, volume/folio numbers and postal/billing address.
* pay the relevant connection and account establishment fees as set out in our Price List

Further details on connecting new properties to our infrastructure is available on our website at www.wakefieldrc.sa.gov.au. We will also make this available at our office at Scotland Place, Balaklava, 5461.