2019-20 South Australian Water Corporation Annual Report
FOR THE YEAR ENDING 30 JUNE 2020 FOR FURTHER DETAILS CONTACT SA Water Corporation ABN 69 336 525 019 Head office 250 Victoria Square/Tarntanyangga Adelaide SA 5000 Postal address GPO Box 1751 Adelaide SA 5001 Website sawater.com.au
Please direct enquiries about this report to our Customer Care Centre on 1300 SA WATER (1300 729 283) or [email protected] ISSN: 1833-9980
0052R12009 28 September 2020 Letter of Transmittal
28 September 2020
The Honourable David Speirs Minister for Environment and Water
Dear Minister
On behalf of the Board of SA Water, I am pleased to present the Corporation’s Annual Report for the financial year ending 30 June 2020. The report is submitted for your information and presentation to Parliament, in accordance with requirements of the Public Corporations Act 1993 and the Public Sector Act 2009. This report is verified as accurate for the purposes of annual reporting to the Parliament of South Australia..
Andrew Fletcher AO Chair of the Board
3 SA Water 2019-20 Annual Report
Contents
A message from the Chair 5 Effective governance 56 A message from the Chief Executive 6 Legislation 56 Key regulators 56 About SA Water 8 The Board 56 Our vision 8 Directors’ interests and benefits 56 Our values 8 Board committees 56 Our organisation 8 Organisation structure 57
Our strategy 10 Financial performance 59 Financial performance summary 59 Our services 12 Contributions to government 60 Overview of our networks and assets 12 Capital Expenditure 60 Map of our supply areas 13 Consultants 6 1 Map of our reservoirs, water treatment plants, borefields and major pipelines 14 Supplementary reporting items 62 Map of our reservoirs, water treatment plants Fraud 62 and supply areas, metropolitan Adelaide 15 Strategies implemented to control and prevent fraud 62 Map of our reservoirs, water treatment plants Public interest disclosure 62 and supply areas, outer metro 16 Summary of complaints 62 Map of our wastewater treatment plants 17 Directions 63
Year in review 18 Appendices 73 Adapting to a changing world 18 Audited financial statements 74 Getting the basics right every time 22 Drinking water quality data 148 Working together 30 United Nations Communication on Progress 178 Leading the way 38 Capable and committed team 47 Keeping it simple 49 Water quality 50
4 A message from the Chair
A reliable supply of safe clean drinking This year 150,000 solar photovoltaic panels water and dependable sewerage services were installed at sites across the state are fundamental to our health, public with effective forward planning ensuring amenity and our economy. In addition this and other critical equipment were to delivering our services and investing received ahead of schedule, mitigating in new and upgraded infrastructure, any construction delays from the COVID-19 we have also fulfilled responsibilities in pandemic. the State Emergency Centre during the During the year, the Board commissioned summer’s bushfires and supported the an independent review and comparison South Australian Government response to of SA Water’s water main management COVID-19. A key focus this year has also practices against global best practices, been to implement a heightened cyber- the findings of which have now been attack protection and resilience capability implemented and will lead to a further to combat the ever increasing threat reduction in water main leak and break arising in this area. disruptions to the community. In a time of great Throughout, the safety and wellbeing of SA Water has played a pivotal role in our people, customers and the community implementing the government’s reservoir change and challenge remained a priority. The safety culture in opening policy and now manages the SA Water continues to be strong and it is critical operations to support this initiative. in our community, pleasing to see a downward trend in the all injury frequency rate and high potential The Corporation is also stepping up its country and around the incident frequency rate. commitment to reconciliation, with a new stretch Reconciliation Action Plan world, water services Support for residential, business and developed for 2020-23. commercial customers has been equally remain essential. critical, with many feeling the impact of Recognising the need to respond to This year everyone’s bushfires and the COVID-19 pandemic. economic, social and technological The state government’s announcement change, the Board has also started work ability to adapt has of a significant reduction to water prices on a new business strategy. This will ensure from July 2020 will enable a lower cost we continue to adapt and prepare for the been tested and of living with no reduction to levels of future and meet the expectations of our the Board and I are service. Both residential and business customers. I look forward to sharing our customers will benefit from lower water vision and direction in the coming year. proud to report that prices with 36,145 visitors using the savings Building on our proud history, we remain the Corporation’s estimator on the SA Water website in committed to delivering services that June 2020. This has been made possible underpin a strong future for our business, efforts to maintain in no small part by the efficiencies our customers and the state of South achieved by our people in improving work Australia. services and support practices and exploiting new technologies I would like to acknowledge the efforts together with the Corporation’s very customers through of my fellow Board members and our comprehensive submission to the Essential new Chief Executive, David Ryan, for their bushfires and a global Services Commission of South Australia leadership, commitment and dedication to assist them in preparing their final to the Corporation. pandemic has been determinations. exceptional, thanks Our focus on the wider contribution SA Water makes to our state has also to the commitment been maintained. We have continued to and dedication of invest in renewable energy generation as part of our commitment to sustainability Andrew Fletcher AO our people. and to reducing the cost to produce Chair of the Board and deliver safe clean drinking water. 5 SA Water 2019-20 Annual Report
A message from the Chief Executive
At the end of the 2016-20 regulatory than 5,200 visitors enjoying the rugged period, our team delivered on landscape in the first six months. Around commitments to customers, with a 33,000 people visited Myponga Reservoir consistently strong performance meeting Reserve in 2019-20, with shore-based our service standards and the efficiency fishing introduced in December 2019. targets set for us by the Essential Services Through the cross-government taskforce, Commission of South Australia. we continue to work closely with the Our Plan 2020-24 was submitted to the community and government agencies Essential Services Commission of South on this priority initiative. Australia in early November 2019 and Investment in technology through smart during the next regulatory period we are water and wastewater networks helps proud to deliver customer bill savings, with early leak detection and reduces which is great news for our customers. disruption for customers, and our newly The large and varied investment completed wastewater treatment plant program outlined in the plan will result at Murray Bridge received a national in upgrades to water and sewerage sustainability award recognising Continuity of mains, expansion of our smart networks, excellence in all aspects of the project building new seawater desalination and its cultural, social, environmental essential water and plants to provide water security, and and economic benefits. upgrading Mount Bold Reservoir. Customers are embracing digital wastewater services Through this program of works, we service options with eBilling numbers will continue to maintain and improve continuing to increase with 154,054 to our customers services for our customers while pursuing properties registered to receive eBills, through a period of efficiency in our delivery and operations. up from 100,847 in 2018-19, and WebChat This financial year, 40 gigalitres of introduced for quick, online customer significant change water for metropolitan Adelaide was interactions. supplied from the Adelaide Desalination With teams based right across the state, has been our focus Plant completing stage one of the our people are part of the communities Water for Fodder program funded by they serve, with strong connections in throughout the year. the federal government. The plant’s regional and remote South Australia. operation model ensured it easily met Our community involvement continues the required demand with a seamless to build trusted partnerships. They supply experience for our metropolitan include using recycled water to create customers. an AFL-standard oval at Amata in the An increase in water sales through a Anangu Pitjantjatjara Yankunytjatjara low rain fall summer, reduced electricity Lands of far north South Australia. costs, operational efficiencies, and A focus on diversity and inclusion savings through reduced interest rates continued and we made achievements contributed to our strong financial in celebrating diversity of thought, performance this year, delivering experience and background among a return above budget. our people. This includes the rate of The opening of South Para Reservoir Aboriginal and Torres Strait Islander Reserve in late 2019 brought a new employment at 2.6 per cent, and two outdoor adventure offering to the internal network groups supporting southern Barossa region with more women and LGBTIQ+ people in our workforce.
6 A message from the Chief Executive
Using a harm-based approach, our safety focus continues with emphasis on preventing potential or actual life altering events so our people remain safe: everybody, every job, every day. This year our all injury frequency rate reduced by 30 per cent to 19.52, compared to 40 gigalitres 27.72 in 2018-19 and our high potential incident frequency rate reduced to 1.56, of Water for Fodder was an improvement of more than 50 per supplied from the Adelaide cent on our 2018-19 result of 3.96. Safety Desalination Plant and wellbeing are consistently featured in our team discussions, both what we are doing well and improvement opportunities. Our annual Innovation and Excellence Awards recognised and celebrated the contributions of our people, from opening reservoir reserves and pursuing a zero 33,000 cost energy future, through to building strong and respectful relationships with Aboriginal communities and improved people visited Myponga management of environmental risks. Reservoir Reserve Our commitment as a participant in the United Nations Global Compact is reaffirmed as we continue to work towards delivering services and achieving positive outcomes for our community and the planet. As part of this commitment, we are a signatory to the Australian water industry’s commitment to support the United Nations Sustainable 154,054 Development Goals. While during the COVID-19 pandemic properties registered to there may be a greater element of receive eBills uncertainty about the future, our people continue to innovate and adapt to proudly deliver the essential water and wastewater services 1.7 million South Australians rely upon.
David Ryan Chief Executive
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About SA Water
Our vision World class water services for a better life.
Our values As a statutory corporation we report to an independent Board and balance Together we deliver safely and stand the delivery of services in a competitive accountable, genuine and innovative market with our responsibility to provide every day. a financial return to government. Our organisation We are included in the portfolio of the We are South Australia’s leading provider Minister for Environment and Water of water and sewage services for more and work closely with a number of than 1.7 million people. For more than South Australian government agencies 160 years we have been working including: together with South Australians to • Department of the Premier and ensure a reliable supply of safe, clean Cabinet water and a dependable sewerage • Department of Treasury and Finance system. We are committed to ensuring • Department for Environment and our services represent excellent value. Water • SA Health Serving • Environment Protection Authority. South Australia for 164 years
Providing services for more than 714,592 1.7 million people customer water connections
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Our strategy
Our business is Getting the basics right every time Customers expect us to get the basics influenced by local, right: the safety and availability of drinking water and dependability of national and global sewerage services. We are responsive circumstances. Work when things go wrong, fix faults quickly and meet our regulated responsibilities. has commenced on Customers expect our prices to be low our next business and stable. strategy so we remain Working together As a team, our productive, respectful responsive to the relationships with our customers, changing needs regulators and stakeholders are key to delivering services our customers value. and expectations of Understanding and supporting our our customers and customers is vital. stakeholders, now Leading the way We are leaders nationally and globally and into the future. to give our customers confidence that we are innovating to achieve great We actively monitor both economic outcomes for them. We support the and social trends and engage with South Australian community and our stakeholders and customers to economy. understand their needs. By anticipating future directions and changing values, Capable and committed team we are best placed to deliver our vision Our experienced and capable team of world class water services for a better consistently lives our values with actions life. Our strategy sets our path as we and behaviours to safely deliver for our work towards this vision, guiding the customers every day. Our people are decisions we make each day. valued brand ambassadors.
Keeping it simple Simple, easy, customer friendly processes are important to create value for our customers.
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Our services
Every day we are providing essential We remain focused on meeting our legal Each year we supply services and as one of the most efficient and regulatory responsibilities as well as more than 230 billion water utilities in Australia, we are what is most important to our customers. litres of water to South continually improving the way we do Of Australia’s water utilities, we have this for our customers, to keep prices one of the longest water mains supply Australians via our as low and stable as possible over network at more than 27,000 kilometres. time. To deliver on our commitment In addition, we manage more than extensive and largely to efficiency, we strive to make smart, 9,000 kilometres of sewerage mains hidden pipes deep long-term investments, and the best and a 413 kilometre-long recycled use of new technologies. water network. underground across our cities, suburbs Overview of our network and assets
and towns. Surface water
Ground water 31 Reservoirs & weirs 164 Bores
Water treatment plants 27,178 km Seawater 44 Water mains
537 Water storages 714,592 Water connections (inc meters) Water pump stations 99 Water quality & 268 treatment stations
9,106 km Sewerage mains Residential Business Wasterwater 537,004 pump stations Sewerage connections 709
28 Wasterwater treatment plants
6,949 413 km Recycled water connections Recycled water mains
Return to the environment Correct as at 30 June 2020 Irrigation
12 Our services
Map of our supply areas
Overview of our network and assets
Surface water
Ground water 31 Reservoirs & weirs 164 Bores
Water treatment plants 27,178 km Seawater 44 Water mains
537 Water storages 714,592 Water connections (inc meters) Water pump stations 99 Water quality & 268 treatment stations
9,106 km Sewerage mains Residential Business Wasterwater 537,004 pump stations Sewerage connections 709
28 Wasterwater treatment plants
6,949 413 km Recycled water connections Recycled water mains
Return to the environment Correct as at 30 June 2020 Irrigation
Pipelines (treated water) Pipelines (raw water) Drinking water supplies Non-drinking water supplies
13 SA Water 2019-20 Annual Report
Map of our reservoirs, water treatment plants, borefields and major pipelines
14 Our services
Map of our reservoirs, water treatment plants and supply areas, metropolitan Adelaide
15 SA Water 2019-20 Annual Report
Map of our reservoirs, water treatment plants and supply areas, outer metro
16 Our services
Map of our wastewater treatment plants
Se a e a te ater treat e t a t erat r SA Water Allwater Trility
17 SA Water 2019-20 Annual Report
Year in review
Adapting to a Adelaide Hills Water from the Adelaide Hills catchments The Cudlee Creek fire in the Adelaide was managed to avoid poor water changing world Hills caused minor damage to the quality runoff entering our water recycled water system pipework at Bird treatment plants, including installation Bushfire impacts and recovery in Hand and also to electrical wiring of sediment control structures within our reservoir reserves. In December 2019 and January 2020 associated with water tanks in the region. bushfires in the Adelaide Hills and Our response ensured customers had Our team collaborated with the on Kangaroo Island burnt through access to drinking water, including through Department for Environment and Water thousands of hectares of land our Quench Benches which were made to engage with and help the community significantly impacting communities available in Lobethal, Woodside and to prevent soil erosion and loss of seeds as well as our catchments and some Oakbank both during and after the fire. on their properties within the wider catchments. of our infrastructure, with our teams Working closely with the Country Fire responding to keep supply going Service and the Department of Primary through management of the situation Industries and Regions South Australia, on the ground. we also provided water for firefighting and livestock. Customer support With properties and homes destroyed and damaged by fires, our focus was to support and help customers impacted. Rates and water use costs were waived for 12 months for customers who had properties destroyed in the Adelaide Hills and on Kangaroo Island. Customers in the Adelaide Hills, Kangaroo Island, Maitland, Clarendon and Bunbury identified as being in the scar zone of fires, yet who did not lose houses, were given an eight week extension to pay their most recent bill. In addition, these customers were granted a reduction on their water use where there was an increase due to firefighting efforts. Customers who were outside the scar zone, yet still within impacted areas, who used additional water for fire prevention and to stop ash were able to contact us Above: Land around and request a reduction in their water the Lobethal Tank was use and this was applied as for those burnt in the Cudlee in the scar zone. Creek bushfire. Left: The Quench Bench at the Lobethal Oval provided locals with ready access to drinking water.
18 Year in review: Adapting to a changing world
Kangaroo Island There was strong community support The Middle River Water Treatment On Kangaroo Island, the Duncan and when we asked all Kangaroo Island Plant was back running at full Ravine bushfires caused significant residents and visitors to limit non- capacity within two weeks following damage to the Middle River reservoir essential drinking water use and restoration of electrical equipment, catchment and water treatment plant. drinking water was made available remote monitoring and network controls, to the community in both Parndana plus communications systems. With the treatment plant damaged and and Kingscote through water bladders temporarily inoperable, we put in place Work to rebuild, repair and upgrade and boxed water. interim arrangements for continued the damaged plant in May and June supply in the Middle River System to We worked closely with members of the 2020 included: 1,500 customers, including in Parndana Australian Defence Force (ADF) deployed • replacing the control room and and Kingscote. Changes included to the Island to support the bushfire perimeter buildings, which had bringing water from the Penneshaw response and recovery. The ADF set up been completely destroyed Desalination Plant and the mainland. a mobile filtration plant which was used • upgrading the main switchboard to fill contingency tanks at Kingscote. enabling it to be powered by a This mobile ADF plant was later moved generator to ensure improved to Penneshaw to help recover storage operation and security of water levels in the Penneshaw system. to our customers on the Island.
Clockwise from above: Sediment barriers were set up in the Middle River catchment ahead of heavy rain. Damage at the Middle River Water Treatment Plant. The Middle River catchment was extensively burnt by the Ravine bushfire. David Ryan, Mark Gobbie, Peter Bishop, Joe Cirillo and Colin Bell at the Parndana water collection point.
19 SA Water 2019-20 Annual Report
Delivering through COVID-19 Arrangements were put in place to maintain continuity of our critical Through the COVID-19 pandemic to functions. This included locating functions date, we have continued delivery of across multiple locations, rotating rosters services while maintaining the safety and ensuring backup capabilities for and wellbeing of our people and the key roles. community. The impacts of the COVID-19 pandemic Everyone from our customer facing continue to be monitored for both our field-based teams, our laboratories, customers and our business and we customer-engaging roles and people have response plans in place. based in our shared offices, adapted to the challenge, ensuring the reliable Healthy sewers and dependable supply of services, delivering for our customers and This year we shared healthy sewers supporting each other. messages to encourage customers to change their flushing behaviour and help With many of our residential and protect both their internal plumbing and business customers experiencing a the mains sewerage system. sudden change in circumstances when COVID-19 restrictions came into place Putting anything other than the three from March 2020, we stepped up our Ps – pee, poo and (toilet) paper – down support efforts. the toilet or sink can contribute to sewage overflows and has the potential to impact Our focus was also on supporting customers. Removing rubbish from the partners and suppliers by driving network to landfill adds hundreds of economic activity. Capital work continued thousands of operational dollars each year. throughout, ensuring initiatives to improve our services progressed and our delivery This message was particularly relevant partners and their supply chains were when impacts of the COVID-19 pandemic kept working. resulted in a shortage of toilet paper and some customers reached for non- Changing our payment terms to one flushable alternatives. business day following approval of an invoice also helped payments move as From March to April 2020, we recorded quickly as possible, contributing to the a 29 per cent increase in the number local economy. of sewer main blockages across South Australia, as more items like wet wipes In response to changes to access and other toilet paper replacements arrangements for remote Aboriginal were flushed down the toilet. communities, including the Anangu Pitjantjatjara Yankunytjatjara Lands, Our healthy sewers stories generated Maralinga Tjarutja Lands and significant community interest reaching communities on Aboriginal Lands more than 1.1 million people in South Trust land, our team incorporated the Australia and around the country. new strict entry requirements into their Top: Open air toolbox operations to protect these communities meetings kept teams connected while while continuing to provide services maintaining physical to our remote location customers. distance. The majority of the Aboriginal Middle: Signs used by our field workers communities we service were designated explained the essential areas under the Biosecurity Act work underway to 2015 requiring all travel to, and work passers-by. undertaken in, these communities to Bottom: Field teams adapted and meet the necessary requirements and supported physical approval from the relevant delegate. distancing measures when interacting with customers.
20 Year in review: Adapting to a changing world
Wastewater testing A joint initiative between us and SA Health resulted in wastewater sampling established to help our state’s public health team identify the extent of COVID-19 infection within the community. This new way of monitoring for COVID-19 provided an additional tool for our public health clinicians to detect and manage spread of the virus. By combining the collective knowledge of South Australia’s water and public health experts we created in-house sewage virus detection techniques from sewage samples. Wastewater sampling was undertaken at our Bolivar, Christies Beach, Glenelg, Port Lincoln, Angaston and Finger Point wastewater treatment plants, with plans for more in the future. Above: Some of the unflushables found This work was part of a broader national in our wastewater initiative coordinated by Water Research network, clockwise from top left, Normanville, Australia. Christies Beach and We are now a reference laboratory Bolivar. for testing of COVID-19 in wastewater Left: Our scientists turned their attention to samples from our interstate peers. testing for COVID-19 in wastewater samples. Biogas boost Our Glenelg Wastewater Treatment Plant has historically been a strong performer in targeting power self-sufficiency. In a good month, 275,000-300,000 cubic metres of biogas is generated onsite via digestion and in May 2020, this figure exceeded 355,200 cubic metres. This facilitated a site record of 654 megawatt hours which generated power to meet 89 per cent of the site’s electrical demand. Driving the May results were expired beer generated by oversupply created when the hospitality industry was closed during COVID-19 restrictions. Its methane potential was harvested via anaerobic digestion as a fuel source for the site engines to power the plant and maximise autonomy from the electrical grid.
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Getting the basics right every time Customers expect us Lower prices for customers Providing safe, clean Customers across South Australia will drinking water to get the basics right receive a total annual reduction in bills of Our drinking water supplies are so they can rely on the approximately $186 million in 2020-21. registered with SA Health and we The average residential customer in maintain risk management plans for quality of our water metropolitan Adelaide will benefit from all our supplies. (safety and aesthetics), an estimated annual saving of $200 or Both our drinking water supplies and 15.9 per cent on their combined water Drinking Water Quality Management and the availability and sewerage bills*, with average System have, in 2019-20, been audited residential customers in regional areas and inspected through internal and of our water supply estimated to save around $185**. external audit processes. and dependability of The water savings estimator was made The Drinking Water Quality Act 2011 sewerage services. available at sawater.com.au on 11 June audit, conducted in November 2019, 2020 and in the 20 days through to covered our Drinking Water Quality It is also about being 30 June 2020, 36,145 residential customers Management System (DWQMS) assets used it to estimate how much they may involved in delivering drinking water, responsive to incidents, save on their future water costs each year. as well as associated operational and fixing faults quickly Business customers in the metropolitan maintenance processes and practices. area are also in line for significantly The audit found our DWQMS is and simply to minimise lower water and sewerage prices, with complete, working, actively managed interruptions to service. an estimated average annual combined and current, with no urgent observations water and sewerage bill reduction of or significant non-compliances with the By delivering this we $1,350#, with savings for the average Australian Drinking Water Guidelines. business in regional areas of $1,280##. meet our compliance Water quality reports are provided In the pricing announcement, made to SA Health and are available publicly responsibilities. in June 2020, price movements will be at data.sa.gov.au. limited to changes in the Consumer Price The Australian Water Quality Centre, Index for the remaining three years of accredited by the National Association the regulatory period from 1 July 2021 of Testing Authorities, provides our through to 30 June 2024. laboratory services. Statewide pricing means the majority of Throughout 2019-20, SA Health provided our customers pay the same price per confirmation quarterly that we were kilolitre of water, no matter where they meeting the requirements for the Safe live or the actual cost of supplying that Drinking Water Act 2011. location. Sewerage prices, based on the capital value of a customer’s property See Water Quality on page 50 for further as set by the Valuer-General, are also details. designed so that costs are as consistent as possible across the state. Our pricing continues to compare favourably to our national peers, as
measured in the Bureau of Meteorology’s * Estimated saving based on 180kL of water use and National performance report 2018-19: a 2019-20 property value of $483,000 with water used evenly across the year. urban water utilities, which was released ** Estimated saving based on 180kL of water use and in February 2020. Based on 200 kilolitres, a 2019-20 property value of $256,000 with water used evenly across the year. our annual residential water and # Estimated saving based on 1,680kL of water use and sewerage bill is mid-range among 15 a 2019-20 property value of $2,081,000 with water used evenly across the year. similar-sized utilities around the country. ## Estimated saving based on 1,680kL of water use and a 2019-20 property value of $993,000 with water used evenly across the year. 22 Year in review: Getting the basics right every time
Sustaining our networks To further improve reliable water To provide a better solution for customers services for customers, we installed who experience repeat issues with sewer An independent review, commissioned 37.1 kilometres of new water mains blockages, we worked with 10 customers by our Board, assessed our water mains comprising 11.8 kilometres in metropolitan across a range of suburbs to use a tree management practices and capabilities Adelaide and 25.3 kilometres in country root foaming treatment. against international leading-practice areas across the state. in 24 areas, determining that seven are The treatment uses a herbicide that leading international practice, 15 are in Although South Australia experienced is pumped into the sewer to prevent step with industry practice and two can its driest year on record in 2019, the the growth of tree roots in the pipes. be improved. number of water main incidents last year The foam has a root growth inhibitor remained steady, with month to month that attaches to organic materials and The review confirmed our water network patterns following a similar seasonal sterilises the soil where the roots enter performance compares favourably on cycle since records began in 1992. the pipes. This non-systemic herbicide both the rate of water main breaks and does not harm plants or trees near the the amount of leakage against Australian Across our 27,000 kilometre water pipes. The foam only affects the root and international peers, being in the best network, 3,721 water main leaks and material it comes into contact with and performing quartile for both measures. breaks were reported in 2019-20. travels just a short distance up the root. In addition to our ongoing water In the Bureau of Meteorology’s National This treatment slows intrusion of tree main replacement program, and as performance report 2018-19: urban water roots into our sewer pipes and the trial recommended by the independent utilities, released in February 2020, our has helped determine that it can take review, we actioned several initiatives to rate of breaks per 100 kilometres of water up to two years for the roots to return. improve our approach to water main main was 15, which is below the national Maintenance can now be scheduled management including installing smart average of 19.9. This is a key measure to proactively to improve the dependability sensor technology along mains under assess and compare the performance of the sewerage services we provide in arterial roads. of water distribution networks and the Bureau analyses the performance of these areas. Changes were made to how we capture 85 water utilities across Australia. Among The customers welcomed the opportunity information about temporary water our peer utilities, more than half recorded to be part of this initiative which supply interruptions. Using our Work an increase in the number of water and supports our healthy sewers approach Order App, field crews now capture sewer main breaks in 2018-19, compared by encouraging customers to flush only the start of a temporary water supply to the previous year. the three Ps: pee, poo and (toilet) paper. interruption and when supply restoration Problems caused by tree roots can be has started. This enables quicker Our valve installation and water compounded when the wrong things are customer notifications when restoration main renewal programs, together flushed down the toilet or sink. of their supply has begun. with favourable seasonal conditions delivered a reduction in the number A new Asset Management Planning of properties experiencing three or Assurance Framework was developed more interruptions during a 12-month and implemented. It covers four lines period. In 2019-20, 2,432 properties of defence – management controls, across the state experienced reoccurring management reviews, and internal and temporary service interruptions, which external audits – across all our asset was slightly above target and equates to management activities. approximately 0.31 per cent of connected Our focus continued on finding ways to water supplies. reduce the average length of temporary Internal sewer overflow figures trended supply interruptions as well as community steadily downward with 161, the lowest impacts such as traffic management. achieved in the past six years. Through our ongoing water main Implementation of our smart sewer replacement and improvement network sensors continue to help detect program, we invested $362.5 million in blockages before they cause an overflow. the water network and infrastructure Targeted sewer cleaning is also part of and $157.3 million in the wastewater our proactive approach. network and infrastructure. Planning also continued for the expansion of our smart water network.
23 SA Water 2019-20 Annual Report
The anaerobic digester’s 20 tonne steel cover was carefully guided into place with the help of a locally-sourced mobile slew crane.
Port Lincoln digester delivers When complete, the new infrastructure Kanpi connects to remote will reduce methane emissions, and The $18 million upgrade of the Port desalination plant improve odour management and the Lincoln Wastewater Treatment Plant long-term operability of the treatment In 2019-20, Murputja, Kanpi, Nyapari, at Billy Lights Point reached a major plant. in the state’s Anangu Pitjantjatjara milestone in February 2020, with the Yankunytjatjara (APY) Lands, began to 20 tonne steel cover for the new Throughout, our lead contractor worked receive safe, clean drinking water treated anaerobic digester craned into place. alongside 25 Port Lincoln businesses through the Murputja Desalination Plant. including 13 local contractors and The digester’s construction included 12 local material suppliers. The solar and battery powered the structure’s round concrete walls 60 kilolitre capacity plant, commissioned and installation of internal stainless The construction of the new digester in July 2019, treats water sourced from steel pipework. is part of a broader upgrade of the local bores, before it is piped through Port Lincoln Wastewater Treatment Plant The floating cover sits comfortably about 12 kilometres of pipeline into and network which is expected to be in a concrete channel, controlled by homes and businesses across Kanpi, complete before the end of 2020. guide rails and rollers. It moves up and Nyapari and Murputja. down depending on capacity within the The construction of additional pipework digester, which is also sealed by water to to bring the water to Kanpi was prevent the escape of biogas generated completed in June 2020. To achieve this during the digestion process. crews had to work a little differently due Biogas is extracted and burnt to provide to various restrictions to prevent the a source of heat for the digester, helping spread of COVID-19 in South Australia’s to hold waste at a constant 38 degrees remote areas. As an essential service, our Celsius to create an optimal environment work continued and on the ground we for the bacteria inside. maintained strict hygiene and physical distancing measures where possible.
24 Year in review: Getting the basics right every time
Yankalilla wastewater and Wirrina water networks transferred On 1 July 2019, more than 2,000 property owners within the District Council of Yankalilla became SA Water customers when we took on responsibility for the operation and maintenance of the region’s wastewater network, plus the drinking water supply network servicing the town of Wirrina. The transition to our management delivered reduced sewerage service rates for most residential wastewater customers in the broader council area and lower ongoing water charges for people in Wirrina through our statewide pricing structure. Working closely with the District Council of Yankalilla and residents in the lead- Above: The desalination up to the management change-over plant at Murputja now ensured a smooth transfer. supplies Murputja, Kanpi and Nyapari on Upgrades at the Wirrina Cove reservoir the APY Lands. and treatment plant were undertaken Left: The new pontoon during 2019-20 as part of continued at Wirrina Reservoir. improvements to the Wirrina Cove drinking water network and the quality of water supplied to local customers. The water supplied to Wirrina Cove customers remains safe to drink, and we are committed to improving supply To engage and educate our customers we: in a timely and cost-efficient way. Improving water quality Community updates continue as further aesthetics • provided the community with investigations and improvement work opportunities to readily access tap Customers’ overall satisfaction with water progresses. water at major events as well as taste quality increased steadily this year and a variety of tap waters from across our technical improvements for aesthetic the state drinking water quality included: • developed and delivered school • optimising powdered activated carbon programs and teacher test kits dosing to better manage taste and • installed 18 drinking water fountains odour compounds caused by algae in support of our Bring Your Own • improved management of chlorine Bottle (BYOB) initiative residuals across metropolitan Adelaide, • continued proactive media to in particular those areas supplied by provide messages and engagement the Adelaide Desalination Plant opportunities for customers about • ongoing chloramination of the supply drinking water quality and the benefits to Myponga of drinking tap water. • targeted mains flushing in metropolitan Adelaide to remove pipeline sediment.
25 SA Water 2019-20 Annual Report
Our new look bill has New look bill brings simplicity a simple layout and In March 2020, our new look bill replaced was developed with all existing residential and non-residential customer input. bills, including eBills, bringing consistency across our entire customer base. The new design was developed through a series of face to face customer workshops and extensive online testing across all our customer groups. With a simple layout, it is now easier for customers to find the information they need. This initiative also reduced printed residential bills from four A4 pages to just two. Protecting the environment In 2019-20, we achieved 98.1 per cent compliance with our legislated environmental responsibilities. This measure tracks formal notifications from regulators of breaches under nine pieces of legislation: 1. Environment Protection and Regulatory performance In 2018-19, we exceeded targets for Biodiversity Conservation Act 1999 standards achieved for 2018-19 phone and complaint responsiveness, 2. Water Act 2007 and the number of complaints In March 2020, the Essential Services 3. Natural Resources Management decreased for a second year in a row, Commission of South Australia (ESCOSA) from 1,763 in 2017-18 to 1,568 in 2018-19. Act 2004 reported on outcomes against our 4. Environment Protection Act 1993 performance standards for 2018-19, A key area of improvement identified 5. Aboriginal Heritage Act 1988 with all 18 service standards achieved, in both ESCOSA’s report and the 6. Heritage Places Act 1993 improving on the previous year’s results. Bureau of Meteorology’s National performance report 2018-19: urban 7. Native Vegetation Act 1991 As shown in ESCOSA’s review of our water utilities (released in February 8. Climate Change and Greenhouse performance, 17 of the 18 service 2020) is the frequency and duration Emissions Reduction Act 2007 standards were met or exceeded of unplanned water interruptions, with 9. Development Act 1993. outright. The remaining service standard around 2,700 reported last year in was within one per cent of the target A faulty water meter at Beachport metropolitan Adelaide at an average and considered to be in the expected Bore 4 in October 2019 led the duration of 243 minutes. performance range. Mitigating Department for Environment and Water circumstances for several events that In response we have trained more field (DEW) to issue a Direction Notice to missed the target timeframe were crew members to operate shut-off repair/replace the meter as a condition considered under a best endeavours valves as part of water main repairs, of our licence to take water through a review. investigated innovative ways to isolate, meter. The meter was replaced and repair and restore the water network, is operational with no further action ESCOSA’s annual Regulatory and optimised resources for repairs in taken by the department. Performance Report details our regional areas. This is supported by our performance against regulatory In June 2020, DEW issued a formal smart water network technology which requirements relating to customer warning for failing to submit a meter helps us detect water main leaks and service, financial assistance provided reading within the timeframe specified breaks to enable proactive repair before to customers, and the reliability of in the conditions of the water licence. they impact customers and commuters. drinking water and sewerage services. No penalty was incurred. For a full copy of the 2018-19 SA Water The targets are based on average Regulatory Performance Report, visit historical performance, and while escosa.sa.gov.au. attainable, are set high to match our customers’ expectations. 26 Year in review: Getting the basics right every time
The new spillway at Kangaroo Creek Dam.
Cyber security Kangaroo Creek Dam upgrade The Kangaroo Creek upgrade was one of our largest projects in recent decades The risk of a cyber security incident is a reaches finish line having required: real threat to our ability to supply water After nearly four years of construction, services for our customers. In 2019-20 the $94 million safety upgrade of the • about 34,000 cubic metres of we strengthened our data protection Kangaroo Creek Dam in the Adelaide concrete and recovery capabilities by: Hills was completed in November 2019. • more than 500,000 construction hours worked • upgrading and extending data Work began in January 2016 and • more than 1,250 people to work network security, including in our focused on significantly widening and on the project regional centres strengthening the dam’s concrete • improving our detection and desktop spillway. The spillway, which carries water • the removal of 330,000 cubic monitoring capability with a new safely to the River Torrens if the water metres of rock event detection and response tool, level exceeds the dam’s full supply, was • 35 pieces of heavy machinery adding another line of defence to widened by about 45 metres. The project • the removal of 11 tonnes of carp. our virus and malware protection also increased the height of the rock-fill Hydroseeding of the construction site • ensuring up to date software and embankment and reused rock material compound and access road shoulders operating systems are in place with from the blasting activities to raise the was completed in May 2020 closing out a complete upgrade to Windows 10. dam wall by five metres. work for this project. In addition, we benchmark ourselves These works have strengthened the against our peer Australian water utilities dam structure against earthquakes and and other critical infrastructure providers improved its flood protection capacity, such as the electricity industry. Our aligning it with updated safety guidelines performance fares well in the global set by the Australian National Committee independent ratings. on Large Dams. Ongoing and extensive collaboration continues with the Office of Cyber Security within Department of the Premier and Cabinet and the Australian Cyber Security Centre to prepare and respond to the ever changing cyber threat landscape.
27 SA Water 2019-20 Annual Report
Above right: Mount Mount Bold Reservoir emptied Northern Adelaide irrigation Bold Reservoir was ahead of safety upgrade begins to flow emptied for just the second time. In May 2020, the state’s largest reservoir Construction of the first six gigalitres Above left: The pressure was gradually emptied ahead of a of capacity, including treatment, media filters for the major dam safety upgrade at the Mount underground and above ground storage, Northern Adelaide Bold site, south of Adelaide. Water from and distribution, has been delivered for Irrigation Scheme at Bolivar Wastewater Mount Bold Reservoir supplies Happy the Northern Adelaide Irrigation Scheme. Treatment Plant. Valley Reservoir via the Onkaparinga The scheme, which provides treated River and to minimise waste, water wastewater to horticulture and other continued to be diverted in this way businesses operating on the Northern as Mount Bold was emptied. Adelaide Plains, is funded by the federal Works undertaken in 2019-20 included government through the National Water replacing some of the equipment used Infrastructure Development fund, as well to isolate the dam’s valves and pipework, as contributions from wastewater and and a detailed condition assessment recycled water customers. of parts of the structure that would The federal Department for Health and usually be underwater. This condition Wellbeing gave approval in April 2020 to assessment complements other project use the water for producing commercial planning and investigations. food crops. The water level at Mount Bold was last Contracts to access water through the lowered to near zero per cent of capacity scheme are in place with 23 customers, in 1994, making this only the second time who typically grow tomatoes, capsicums, in the reservoir’s history that it has been cucumbers and other vegetables. emptied. When complete, the scheme will deliver The forthcoming upgrade will keep it in 12 gigalitres of treated wastewater to line with updated safety guidelines set growers every year. by the Australian National Committee on Large Dams. The bulk of the upgrade works are expected to start in 2022-23.
28 Year in review: Getting the basics right every time
Supporting national of the Water for Fodder program being The Adelaide announced. The plant met the progress Desalination Plant drought relief produced 40 gigalitres milestones set by the federal government of drinking water. An agreement reached between the while maintaining a seamless supply state and federal governments resulted experience to our metropolitan in additional production of drinking water customers. from the Adelaide Desalination Plant, freeing up the equivalent release from The state and federal government the River Murray to help drought-affected agreement ensured no adverse impact farmers. on flows to South Australia, water prices or Adelaide’s water security. In 2019-20, the Adelaide Desalination Plant produced 40 gigalitres of drinking water for the Water for Fodder program. The Adelaide Desalination Plant operates in a mode known as hot standby, where it is brought online intermittently at high production levels to make sure the vital asset is able to produce the required volumes of drinking water when needed. This innovative approach meant we were able to increase production within days
29 SA Water 2019-20 Annual Report
Working together Productive, respectful New construction partners Strengthening support announced for women in STEM relationships with our In June 2020 we announced five major The career opportunities and community, regulators companies will work together with us to development of South Australian deliver our $1.6 billion capital program women entering the fields of science, and other stakeholders from July 2020 through to June 2024. technology, engineering and maths Their significant construction expertise (STEM) have been boosted by our new are key to delivering will help us improve water and sewerage three-year partnership with the University services our customers services for South Australians. of Adelaide’s Women in STEM Careers Major framework agreements were signed Program (WiSC). value. This includes with Fulton Hogan Utilities, John Holland The WiSC program provides women ensuring we support and Guidera O’Connor (as a joint venture), studying in the STEM fields with and McConnell Dowell and Diona (as a workshops and networking events our customers when joint venture), which will see packages of designed to improve their leadership something goes work awarded progressively as rigorous and career development, and provides performance standards are met. a platform for future graduate wrong, and protecting To ensure our customers benefit from employment opportunities. and improving the improved service reliability and quality Following our sponsorship in 2019, four we have combined leading construction graduates and undergraduates joined environment now and sector expertise with our design, project the team through the program. for future generations. management and water industry With an ambitious goal to increase the expertise, and our front-end engineering number of female graduates joining our and client organisation partner KBR and business to 60 per cent by 2024, we are Aurecon, who have also signed on for making good progress with more than the next four years. 50 per cent of our STEM undergraduates As part of the agreements, our major being female and 47 per cent of all our framework partners have detailed graduates. their commitments to South Australian industry, Aboriginal business and employment, as well as other social outcomes, and their performance against these commitments will be measured. Investing in water networks has wide reaching and long-term benefits, from 50% the jobs created during construction, to the sustainable prosperity of a business of our STEM able to access fit for purpose water, and the ongoing health and social outcomes undergraduates that clean water and reliable sanitation are female services embed across generations.
30 Year in review: Working together
Torrens Park Pump Station The artwork design incorporates Metropolitan Facilities unique elements common to the local Manager Richard community colour Mayger at the mural community including images of the site with General More than 60 litres and 120 spray cans nearby Brown Hill Creek, the native Manager Customers, Strategy and Innovation of colourful paint now decorates our Purple-crowned Lorikeet and parts of the historic Torrens Park Pump Station thanks Anna Jackson, artist pumping infrastructure from inside the Joel Van Moore and to a public art project delivered together station itself. The mural also features a Mayor of the City of with the City of Mitcham. Mitcham Heather young girl on the northern façade as a Holmes-Ross. Situated next to the Torrens Park Railway representation of the bright future of the Station on Belair Road, the station’s three Mitcham area. public-facing walls were given new life by Metropolitan Facilities Manager Richard influential South Australian artist Joel Van Mayger also features on the mural, Moore – also known as Vans the Omega having been a dedicated member of the – with the work completed in July 2019. water industry for more than 45 years. The artwork is part of an initiative to The work contributes to creating visually improve our infrastructure for a vibrant and cultural community, the benefit of the community. helping people experience art in their The site plays an important role in everyday life. It was identified by the delivering clean, safe drinking water Mitcham Art Advisory Group as a to our customers in the Mitcham and project of importance, and we worked Torrens Park area. in partnership with the council to bring new life to the pump station. 31 SA Water 2019-20 Annual Report
Partnerships bring community benefits In 2019-20, there were 11 recipients of our Community Partnerships Program which offers financial or in-kind support to not-for-profit community organisations to deliver events and projects across regional and metropolitan South Australia. The successful recipients deliver events or programs related to water use for a better life and help us achieve our goal of being a partner organisation within communities.
Top: Lincoln Park’s Sonya Little with Derek Vanderzon from our Murray Bridge team with a newly installed refillable horse trough. Middle: Tim Shannon with community members at the Murraylands Migrant Resource Centre water wise garden. Bottom left: Lucindale Area School Principal Adrian Maywald, District Leader South East Chris Tscharke and Lucindale Area School Governing Council Chairperson Georgie McKay with the newly installed access swing. Bottom right: The restored Beltana Weir in the Flinders Ranges. 32 Year in review: Working together
Left: The new waterholes are part of Monarto Safari Park’s Wild Africa. Below: Eighteen new drinking water fountains were installed.
New waterholes at Monarto Water flows at new community 7. Lyndoch Square safari park fountains 8. Main Street, Orroroo Through our partnership with Zoos SA, Eighteen new free drinking water 9. Memorial Oval, Port Pirie millions of litres of water helped to fill the fountains were installed in 2019-20 10. Moonta Bay foreshore first of eight new waterholes at Monarto bringing the total in operation across 11. Murray Bridge Visitor Information Safari Park’s Wild Africa. the state to 52. Centre The first six clay lined waterholes The fountains are connected to our 12. Naracoorte Swimming Lake were piped with raw River Murray mains supply and include both bottle 13. Recreation Reserve, Kimba water from the Murray Bridge to refill and bubbler options, some also 14. Skate Park, Freeling Onkaparinga Pipeline, providing up to have an in-ground dog bowl. Built-in 15. Tumby Bay foreshore 10 million litres of water per waterhole solar lighting makes them bright and 16. Whispering Wall, Barossa Reservoir for the rare African animals roaming easy to find at night. Reserve the 560-hectare Monarto property. The following fountains were installed Fountains were also installed at the Our partnership supports the park’s in collaboration with local councils: Adelaide Desalination Plant’s Kauwi exciting expansion to become the largest 1. Adelaide Square, Crystal Brook Interpretive Centre, and South Para safari park outside of Africa. 2. Bindarra Reserve, Brighton Reservoir Reserve. 3. Bowker Oval, Somerton Park 4. Christies Beach Surf Club 5. Crown Street Reserve, Dover Gardens 6. Lions Park, Kingston
33 SA Water 2019-20 Annual Report
Clockwise from left: Our Brand Ambassadors are out and about at community events. Our Miss Isla water infusion station kept the community hydrated at the Superloop Adelaide 500. Misting systems helped keep the crowd cool at the race. Miss Isla was popular at WOMADelaide in March 2020.
Our Brand Ambassadors Our Brand Ambassadors, sourced from enthusiasts across the organisation, represent our business at community events, site tours and large scale events such as the Santos Tour Down Under, WOMADelaide and the National Pharmacies Christmas Pageant. Keeping event goers cool and refreshed During the 2019-20 summer, our Brand Ambassadors, Miss Isla and the Quench Benches helped keep event goers cool and hydrated. Supporting our BYOB initiative, Miss Isla promotes a healthy lifestyle and better environmental outcomes by refilling re-usable bottles with safe, clean tap water. The misting lounge adjacent to Miss Isla is greened by hanging plants creating a cool, comfortable space to relax and connect with our Brand Ambassadors. The misting lounge promotes how people can use water efficiently to reduce temperatures, increasing green space and create a better living environment.
34 Year in review: Working together
BYOB app maps drinking fountains In December 2019, our BYOB app was made available for download to Apple and Android devices to help South Australians and tourists find a fountain to fill up their reusable bottle. The app shows the location of more than 1,000 drinking fountains across South Australia. Basic information about each fountain’s features include if it has a water bottle refill, dog bowl and tap. Users can rate fountains, helping to alert local councils when one may need some attention, and add new ones that are not yet on the map. Community programs and events In 2019-20 our community and education program provided learning opportunities for students and the community including: • 1,671 people touring the Adelaide Desalination Plant and Kauwi Interpretive Centre, including 14 Cree Indigenous visitors from Canada • 12,286 students and their teachers participating in our Brainwave learning programs • 447 people attending community presentations about water services and touring our treatment plants Our BYOB program Little Para natives encourages people to • our Quench Benches and fountains a budding success drink safe, clean and providing more than 100,000 litres affordable tap water More than 3,300 new native trees and reduce the use of drinking water to about 1.3 million are sprouting at Little Para Reservoir of single-use plastic people at more than 120 public events Reserve as part of our efforts to improve bottles. across the state. the area’s ecosystem. Partnering with the Kersbrook Landcare Nursery in Williamstown, the revegetation project will improve the environment of the reservoir’s reserve while providing a long-term solution to combat the spread of invasive Coolatai grass. The land was previously used as sheep grazing pasture which left the area vulnerable to weeds. The revegetation efforts are also critical to maintaining the health of our catchments including the quality of water supplied to our customers. 35 SA Water 2019-20 Annual Report
Left: Landscaping at Kadina Depot shows native plants selected to demonstrate different water efficient gardening styles. Right: Irrigated with recycled water, Whyalla’s Bennett Oval was sporting a lush green playing surface for a pre-season AFL fixture.
Kadina plantings grow local Recycled water keeps Whyalla’s gardening inspiration oval green More than 300 locally-sourced native A new supply of recycled water from plants are springing to life at our the Whyalla Wastewater Reclamation Kadina Depot as part of a landscaping Plant has helped curate a pristine, AFL- project to enhance the area’s visual standard playing surface for the historic amenity, improve dust suppression and Bennett Oval. demonstrate water-efficient gardening The oval’s redevelopment included an methods that customers can easily extensive irrigation overhaul to connect replicate at home. to our recycled water supply, providing Working together with local Aboriginal a climate-independent water source for business Stone Environmental and the upgraded turf. Northern Yorke’s branch of the Australian Recycled water is distributed to the Plants Society, we designed the garden council’s central pump station, where using 34 species of local native flora it is used to irrigate several other parks which were carefully selected for their and reserves throughout the town. heat tolerance and adaptation to the area’s alkaline soils. With the depot situated in the heart of the town, this project provided an exciting opportunity to showcase gardening with native plants, helping to educate the local community and beautify the surrounding area, as well as, over time, provide shade cover to help reduce urban heat effects.
36 Year in review: Working together
The new access platform at the Goolwa Barrage enables visitors to safely walk on both sides of the barrage.
Improved public access Results in Katarapko at Goolwa Barrage Delivery of the major infrastructure Visitors to the Lower Lakes Barrages needed to support the Katarapko can now access the Goolwa lock thanks Floodplain Inundation Measures (KatFIM) to a new platform and fencing on the project in the Riverland reached practical eastern side of the lock. completion in May 2020. Members of the public are now able As part of the $155 million (federally to safely walk across both sides of the funded) South Australian Riverland 30 metre-long, six metre-wide structure Floodplain Integrated Infrastructure at the Goolwa Barrage for the first time, Program, the KatFIM project saw providing a unique view directly down us manage the detailed design, the Coorong. construction and commissioning of the capital works on behalf the Located at the end of the River Murray Department for Environment and Water system, the Goolwa Barrage is one of and the Murray-Darling Basin Authority. five important barrages constructed between 1934 and 1940 to reduce salinity Covering 9,000 hectares, the floodplain levels in the lower reaches of the River is located on the Katarapko/Eckert Creek Murray, Lake Alexandrina and Lake and a branch system in the Riverland, Albert, and also to stabilise the river opposite Loxton. level for both upstream pumping and The KatFIM infrastructure enables irrigation. managed inundation events to occur The upgrades at Goolwa Barrages, on the floodplain which closely mimic which also included ongoing natural flood durations and frequencies. rehabilitation works to the nearby In the long-term, this will improve the Sir Richard Peninsula, helped our River resilience of the floodplain environment Murray Operations team win the coveted and restore habitats for biodiversity. Senator JS Collings Trophy early in The major vegetation communities are 2020, which is awarded annually by red gum, black box and lignum and it is the Murray-Darling Basin Authority home to a variety of wildlife and many to the most effectively maintained sites of Aboriginal Cultural Heritage asset in the River Murray system. significance which require protection. We manage structures along the River Murray on behalf of the Murray- Darling Basin Authority, from Lock 9 in Cullulleraine, Victoria, to the Goolwa Barrages, including the Lake Victoria storage in New South Wales. 37 SA Water 2019-20 Annual Report
Leading the way With a proud history A new Reconciliation Sharing water wisdom Action Plan Our Water Wisdom video series of pioneering and Engaging with Aboriginal communities continued this year with stories shared innovative thinking, from across the state along with our by the Adnyamathanha and Ngarrindjeri people, we have this year developed people. we continue to adopt our next Reconciliation Action Plan This series aims to build understanding inventive approaches to 2020-23 (RAP). To capture thoughts and appreciation of the significant and ideas we held conversations, innovations and technologies related to achieve better outcomes workshops and surveys with our people, water and water management that have remote communities, the broader South been developed and used by Aboriginal for our customers and Australian community, our residential and people for thousands of years. Recording the communities we business Customer Advisory Groups, and these stories enriches the knowledge and our RAP Steering Committee. The process understanding of the broader community work in. was guided by Aboriginal leaders from as well as within our business. across South Australia. In our new RAP we will continue to build and maintain: The community-directed stories highlight This includes our and celebrate the rich understanding of • economic opportunities for Aboriginal water management that was central to contribution to the and Torres Strait Islander businesses life for Aboriginal people, and still exists South Australian and people today. The project encourages respectful • stronger Aboriginal and Torres Strait sharing of traditional and contemporary economy and jobs, Islander communities with improved knowledge and has become an liveability, and sustainability through important part of our Reconciliation and being a South water and wastewater services Action Plan, extending the understanding Australian community • a culturally respectful workplace of Aboriginal knowledge beyond spiritual partner. We build and South Australian community. connections with water by sharing new The plan was endorsed by our Board ways to find, manage and understand confidence with and Reconciliation Australia in May 2020. fresh water opportunities across our state. In 2019-20, key achievements include: customers as a leader Completed videos from the series were • our highest Aboriginal employment shared with our people during National in innovation and rate of 2.76 per cent in April 2020, with Reconciliation Week. technology, including an overall rate of 2.6 per cent for the year contributing to building • a spend of more than $3.2 million with Aboriginal businesses, comprising cities of the future. a direct spend in excess of $500,000 and indirect spend of more than $2.7 million.
38 Year in review: Leading the way
Outback footy oval Skills shared build capability powered up Working with members of the Anangu More than 1,300 kilometres north-west community, we continued to deliver of Adelaide in the middle of a vast red a plumbing course that empowers landscape, the green oasis of the Amata community members to fix water leaks Oval was opened in November 2019 and provides education on water and for the local football league and wider sustainability. community to enjoy. Two courses were offered in 2019-20 with The oval in the Anangu Pitjantjatjara more than 85 students and community Yankunytjatjara (APY) Lands is irrigated members participating in the program using recycled water from our nearby to date, which we are now delivering to Clockwise from top left: wastewater treatment plant. communities across the APY Lands. The Amata Oval At the heart of these relationships is the opening in November To celebrate the opening, students from 2019. direct involvement of our frontline people schools in the region were joined by The Quench Bench players from two football teams: the who are driven by a desire to achieve helped keep everyone 2019 premiers the Amata Swans and access and outcomes for Aboriginal refreshed at the people and communities. opening of the Amata Port Adelaide Football Club. Oval. The objective was to provide Amata with During 2019-20, we began delivering our Our plumbing course a cool and functional open space that first Twinning Program in partnership with is empowering APY community members can be maintained in an environmentally two Aboriginal corporations, Tauondi to fix water leaks and sustainable way. College and Neporendi Aboriginal learn about water and Forum. Five of our people partnered sustainability. Each day about 70,000 litres of with these organisations to share skills wastewater is treated at the plant and in governance, strategy, communications, pumped to an underground irrigation marketing and finance. system at the oval. Building relationships with the local community to understand what would be valued was essential to ensuring the infrastructure delivers both public health and liveability outcomes for the people we are serving. 39 SA Water 2019-20 Annual Report
In this together The 2020 National Reconciliation Week theme, in this together, acknowledged that everyone has a role to play in achieving reconciliation. Using our infrastructure as a canvas for Aboriginal artwork is an effective way to acknowledge the rich culture that Aboriginal people bring to our state. In 2019-20, three art projects were delivered in partnership with Clockwise from left: communities. The Kadina Depot mural was painted by 1. Port Augusta Tamika Gollan (right) with mentoring and Working together with Port Augusta support from Samantha City Council’s Aboriginal Art Program, Gollan (left). Aboriginal artists came together to create Cassandra Brown and a vibrant welcome for visitors to Port Leah Brown working on the Port Augusta Augusta on our pipeline. The artwork pipeline artwork. highlights the local Aboriginal culture Sarah Smith and and the area’s role as a place to gather. Bree Ah Chee and their pillar artwork 2. Kadina in SA Water House. The Kadina Depot wall mural is the centrepiece of the newly landscaped garden, which was created together with a local Aboriginal landscaping business, and features all indigenous plants. Emerging Narungga artist Tamika Gollan delivered her first commercial, large- scale artwork. Tamika was mentored by established artist Samantha Gollan who provided guidance through the procurement and other formal processes involved. The centrepiece of the mural is Narungga totem, the butterfish, with sacred fishing spots and techniques passed down through generations, making coastal waters a key part of Narungga identity. 3. Adelaide Two large concrete pillars in the foyer of SA Water House were brought to life with Kaurna artwork and language. Working with Kaurna language expert Jack Buckskin, two of our own people, Bree Ah Chee and Sarah Smith, created artworks that celebrate and acknowledge the importance of bringing the Kaurna language to life, as well our respect for the people on whose land the building sits.
40 Year in review: Leading the way
Creating and supporting Building a zero future leaders cost energy future Kaurna Yerta Aboriginal Corporation Our ambitious plan to use renewable (KYAC) sought our support to build a energy and storage to create a zero succession strategy for young Kaurna cost energy future has made significant people to help shape their future. With progress this year with 150,000 solar a shortage of young leaders in many photovoltaic (PV) panels installed across communities, this important work will the state in 2019-20. help KYAC remain relevant and meet With water and wastewater treatment the needs of emerging and future and pumping operations being energy generations and their leaders. intensive, we are one of the biggest Between December 2019 and electricity users in the state. As at March 2020, we worked with KYAC 30 June 2020, the panels installed and Coleman Consultants to host four have the capacity to generate up to community meetings for young Kaurna 57 megawatts and 95 gigawatt hours people, held in the south, north and a year. west of Adelaide as well as the city. Installation has been completed at The forums helped empower young Mount Pleasant, Heathfield, Queensbury Aboriginal people to have a say in their and Port Lincoln with work progressing community and become involved in at 18 sites across the state including policy and decision making for the future. Adelaide, River Murray, the Adelaide Hills and Eyre Peninsula. While this work was interrupted by the Top left: Aunty Lorraine, COVID-19 pandemic, it is set to continue About 500,000 solar PV panels will Basil and Ros Coleman, be installed to generate 242 GWh Jack Buckskin, Sarah in 2020-21. Smith and Jess Davies of electricity per annum and be at the community forum complemented by 34 MWh of battery held at the Kauwi storage, which will provide 70 per cent of Interpretive Centre. our electricity requirements in an average Above: Solar panels were installed at a weather and water consumption year. number of locations While there will be times when we including Morgan (top), Kimba (middle) need to draw electricity from the grid, and Mount Pleasant this project enables us to store and sell (bottom). energy at other times while protecting our business from the volatility of the electricity spot market and therefore keeping operating costs down. 41 SA Water 2019-20 Annual Report
Left: The new Murray Bridge Wastewater Treatment Plant is a leader in sustainability design. Below: The art installation on the new pump station shares the culture of the Ngarrindjeri people.
New wastewater treatment plant sets Australian sustainability record South Australia’s newest wastewater treatment plant, at Murray Bridge, became fully operational in June 2020, bringing leading sustainability design to the facility that will process up to 4.5 million litres of sewage a day. The $52 million project was awarded an ‘excellent’ design rating from the Infrastructure Sustainability Council of Australia, the highest to date for a water or wastewater project in Australia. The rating is based on delivering cultural, social, environmental and economic benefits across the planning, design, construction and operations phases of infrastructure assets. The new plant incorporates an odour control unit which consists of a bio- trickling filter and activated carbon tanks, As with the previous facility, the plant A big part of the project’s success was designed to remove 99.95 per cent of continues to recycle 100 per cent of its working with the local community in odour from the plant. It also has an treated wastewater for irrigation use at the lead-up to and during construction, advanced biological treatment process a Department of Defence training area with site tours and tailored education called a moving bed biofilm reactor, and a nearby pastoral property, and the workshops for local school students. which helps to break down sewage on-site solar array will ultimately generate into sludge in a more compact, efficient An art installation incorporated into 150 kilowatt hours a day, helping to and adaptable way than conventional the pump station’s design is underway power the treatment plant. methods. This plant is one of the first to share the culture of the region’s non-industrial wastewater treatment Traditional Owners, the Ngarrindjeri plants in Australia to use this technology. people, with the wider community. 42 Year in review: Leading the way
Left: Drone pilots Daniel Haines and Paul Hawthorne at Christies Beach Wastewater Treatment Plant where drones will monitor the ambient temperature around the site’s solar arrays.
Grassy woodland restoration at Inspecting and maintaining our Millbrook infrastructure is critical to ensuring reliable services for our customers, A 10-year plan to restore a former yet due to their size or location, pine plantation to a grassy woodland access can be difficult. ecosystem at Millbrook Reservoir is in its fourth year. Using drones for inspections improves safety outcomes, for example by reducing Through the revegetation project, we the need to climb to the top of an are partnering with the Adelaide Botanic elevated water storage tank to complete Gardens’ Seed Conservation Centre, an inspection of these vital assets. Revegetation is Trees for Life’s silver daisy-bush recovery increasing the project, Kersbrook Landcare Group and Using drones also reduces the time biodiversity at Millbrook Reservoir. The University of Adelaide. taken to complete tasks, which in turn, is reducing operational costs. Top: Millbrook in May 2017. Drones bring new Along with asset inspections, our drones Bottom: Millbrook understanding of assets are now capturing aerial and thermal in April 2020. Building on our long history of innovation, photography and videography to provide our seven licensed drone pilots, based greater perspective to large-scale ground in Berri, Port Pirie, Mount Barker and operations, assess environmental health Adelaide, are maturing our capability and evolution over time, and monitor and progressively using the technology the progress of our capital projects. at more of our water and wastewater Our drone pilots combine terrestrial facilities across the state. laser scan data with UAV imagery Drones are enabling a safe working and Pix4D photogrammetry software environment for our people and bringing to provide a full inside-and-out 3D benefits to our customers and the model representation of our assets, community. and harnessing the technology to create Digital Surface Models which help inform engineering projects.
43 SA Water 2019-20 Annual Report
Left: Sensors installed in the wastewater network are helping reduce customer impacts from sewer blockages. Below: Our industry- leading smart water network is improving services for our customers.
Bluetooth valves improve Smart tech success Smart water network awarded maintenance in SA’s sewers At the Australian Water Association’s In a South Australian-first process, Following a successful start to a smart 2019 Water Awards in South Australia, our we are improving water services for wastewater network trial in Stonyfell to world-leading smart water technology customers in regional areas with the June 2019, we installed additional types received the Research Innovation Award. use of Bluetooth technology. of innovative technology in more The award recognises the step Used by our major pipelines targeted locations. change in customer experience we maintenance team, the technology In 2019-20, the technology enabled have achieved after rolling out smart connects with a hydraulically actuated, us to address 17 blockages before water and wastewater networks to computer-controlled machine that they could impact customers. This was manage water and sewer mains. remotely opens and closes water main achieved through analysis of data sent By using research to better understand valves, through a process known as from network sensors to our Operations smart technology we are detecting exercising, to keep the supply of Control Centre, providing an advance cracks in our pipes based purely on drinking water to customers flowing. warning and making it easier for us to acoustic noises. The technology is now know where and when to send our a key feature of our water network in Valves are important in controlling the crews to unblock a pipe. the Adelaide central business district. flow of water through the network and This type of technology is ground- to our customers, including during any The smart water network uses breaking and we are one of the acoustic sensors, pressure and flow planned shutdown or responsive works, first utilities in Australia to use it in so we need to make sure they are data, high-speed transient pressure a comprehensive whole-of-suburb sensors, smart meters and water quality always working to limit any temporary approach. water supply interruptions. sensors to monitor the underground pipe Similar types of technology are now network for faults. Results are assessed in Applying Bluetooth technology being tested to potentially complement our Operations Control Centre to identify improves pipe operations with the existing smart sensors. any abnormalities in the network, and help of a hand-held mobile device ensure we continue to deliver services and makes exercising water valves for our customers. a low-risk, one-person activity. The trial is now being extended to test valves across the state.
44 Year in review: Leading the way
Left: Will Brennan and Annette Warren from our Information Technology team with the Best Resilience Project Award. Right: General Manager Customer Delivery Kerry Rowlands and Account Manager Development Services Debbie Snoswell with our UDIA awards.
Network resilience awarded Double success at development Achieving trust At the inaugural iTnews Benchmark industry awards Our new approach to resolving complex Awards in Sydney in early March 2020, In late 2019, we were recognised at customer issues was recognised in our project to centralise SCADA control the Urban Development Institute of August 2019 by the Australian Society won Best Resilience Project. Australia’s SA Awards for Excellence. of Consumer Affairs Professionals, with our Customer Advocacy and Resolution Our Supervisory Control and Data Account Manager of Development team runners up in the Constellation Acquisition (SCADA) system is used to Services Debbie Snoswell received an Achievement Award. monitor and control our network and individual honour winning the Institute’s assets right across the state to deliver Public Sector Award for achievements in The award acknowledges the significant reliable services for customers. This the development industry during her contribution the team has made to winning project used new technology 16-year career with SA Water. improving the status of consumer affairs, and operating opportunities to centralise complaint prevention and handling in Seen as a voice for land development the system on a virtual platform in one our industry. customers, Debbie’s focus is on delivering secure data centre. cost-effective solutions which bring The new approach improves security benefits for both developers and and supports quicker operational SA Water. response and recovery, which was proven Our focus on reconciliation and during our response to the bushfires on gender diversity saw us receive the Kangaroo Island. The robust, resilient and Diversity in Development Award. The cost-effective centralised system enables recognition demonstrates real progress us to monitor, control and upgrade our we have made in both reconciliation critical infrastructure delivering essential and increasing job opportunities for services - on demand and with minimal women in the water industry. temporary service interruptions for our customers.
45 SA Water 2019-20 Annual Report
Air temperature sensors were installed at parks to track the cooling impact of effective watering.
Mapping cool, green parks Swan Reach declared top drop SA expertise testing A new program aimed at increasing Water produced from Swan Reach Melbourne water quality liveability through hot, dry summers Water Treatment Plant in the Murraylands In 2019-20, the Australian Water Quality in the urban environment using nano was awarded best tasting tap water in Centre (AWQC), our national laboratory satellite technology saw us partner South Australia at the annual awards service, signed two new contracts in with 19 South Australian councils and run by the Water Industry Operators Melbourne. Fleet Space to track the temperature Association of Australia. In November 2019, the AWQC began at local parks and playgrounds using The awards, held in Murray Bridge in water sampling and field testing services real-time data. early August 2019, saw more than a for Victorian bulk water provider More than 200 air temperature sensors dozen samples from water treatment Melbourne Water. were installed in 2019-20 at public facilities across the state judged on Early in 2020, a three-year contract spaces and playgrounds. They have colour, clarity, odour and mouthfeel. demonstrated temperature differences was secured with Yarra Valley Water, Water at the Swan Reach plant is of an average three to seven degrees the largest of Melbourne’s three retail treated using a disinfection process Celsius between green irrigated sites and water companies. AWQC will undertake called chloramination, an alternative to non-irrigated spaces in the same suburb. sampling, laboratory testing, analysis and chlorine, which results in a less detectable reporting services and expects to collect Available on our website, the data forms taste and odour. Once treated, water more than 7,000 water, wastewater and colour-coded maps indicating where the from Swan Reach is provided to about recycled water samples, and perform temperature is cooler and warmer. 32,000 customers, including towns in the about 60,000 tests each year. In addition to community benefits, Murraylands region, and the Barossa Both are three-year partnerships and there are significant advantages for and Clare Valleys. expand the national service which local councils needing to make cost- A further 28,000 homes and businesses, AWQC provides the water industry, effective decisions about their irrigation some as far as Yorke Peninsula, are including Tasmanian water utility practices, with more diverse and higher supplied a mix of water from our Swan TasWater and Wannon Water in volume community activation driving Reach and nearby Morgan water south-west Victoria. increased value from the water already treatment plants via a long, mostly With laboratory facilities in Adelaide invested in maintaining green spaces above ground pipeline. like sporting ovals. and Melbourne, the AWQC provides Dry ground can be just as hot as a range of expert services to clients bitumen and artificial grass can be even within Australia and internationally. hotter, so using water efficiently and in a cost-effective way can further reduce the creation of urban heat islands. The data is provided to councils to compare irrigation patterns to any temperature reductions achieved, informing decisions on future park upgrades or investments.
46 Year in review: Capable and committed team
Capable and committed team Our experienced Diversity and inclusion Better life Diversity and inclusion is a source of Following the discovery of Aboriginal and capable team organisational strength and we are ancestral remains in Berri in February developing a culture that embraces 2019, a project team with representatives consistently lives our and celebrates diversity in all its forms, from across the business came together values to safely deliver knowing that we best meet the needs and ensured the remains were laid of our customers when our people to rest in accordance with the wishes for our customers reflect the community we serve. of the local community. This project represents reconciliation through genuine every day. Initiatives to foster diversity and inclusion engagement with Aboriginal people and in our business saw us achieve our recognises the team’s efforts to support Safety and wellbeing Diversity Index target during 2019-20. the local Aboriginal community during a of our people As at 30 June 2020, our overall Diversity period of grieving. Index, which is a composite of women With a focus on building the capability in leadership roles, and Aboriginal and Environment of our people to make the best possible Torres Strait Islander employment and The visibility of environmental risks has decisions in their work environment to retention, was 86 per cent, favourable been increased following their successful protect them from harm, this year our to our target of 80 per cent. all injury frequency rate reduced by integration into our risk management 30 per cent to 19.52, compared to Innovation and excellence platform, called SAAM. Significant work 27.72 in 2018-19. was done to review and standardise risk on show descriptions and ratings. The outcome Our key focus in 2019-20 was on Our 2019 Innovation and Excellence is driving responsive and effective risk preventing potential life altering events by Awards recognised our people who management and decision-making sharing lessons learnt from investigations delivered excellence and new thinking processes, and enhances analysis to improve and prevent recurrence. Our to serve our customers. The award and reporting. high potential incident frequency rate winners were: reduced to 1.56, an improvement of more Innovation than 50 per cent on our 2018-19 result Above and beyond A group from across the business came of 3.96. The Land Management and Reservoirs together to develop a way to measure In parallel, a series of wellbeing initiatives team was acknowledged for going the performance of our energy assets, was delivered to build the capability of above and beyond to meet the high supporting our goal to achieve a zero our people and included: expectations of visitors and stakeholders cost energy future by mid-2020. The • an interactive video series to support following the opening of Myponga diverse group with skills and interest in wellbeing and resilience through the Reservoir Reserve for public access in modelling, optimisation, data analytics adoption of self-care strategies based April 2019. The team changed their day and control systems developed, applied on positive psychology principles to day approach to deliver an excellent and tested optimisation methodologies visitor experience. for the Crystal Brook solar PV and • virtual and on-site training battery storage facility. This project has covering COVID-19 support, remote driven new thinking to challenge the working and time management, way we do things. as well as promoting our Employee Assistance Program.
47 SA Water 2019-20 Annual Report
Inspirational leadership IT Operations Manager Jon Howson was recognised for driving a huge positive culture shift in his team and across our broader information technology function. Jon empowers his people to develop and try new things. Under his leadership, IT has realised significant efficiency gains and reduced costs, while taking on support of new digital capabilities our business is adopting.
Safety leadership Our Eastern and Western Eyre Peninsula teams worked together to improve safety, efficiency and customer service by implementing innovative processes to better manage fatigue, share critical heavy fleet, and use contractors to achieve attendance targets which can be challenging to meet across the vast regional area on the peninsula.
Together Working with the Anangu Pitjantjatjara Yankunytjatjara (APY) Lands community, a small team developed and delivered a program that teaches basic plumbing Top: The work of and water sustainability practices to teams from across the community members. With the aim of business supported the local Aboriginal reducing high water consumption and community in Berri. transferring skills, the hands-on course Middle: A cross-business met the needs of the community and team developed a linked with accredited training courses way to measure the performance of our on offer through the APY Trade Training energy assets, winning Centre. the Innovation award. Bottom: The Land Management and Reservoirs team, winners of the Above and Beyond award.
48 Year in review: Keeping it simple
Keeping it simple Our processes need to support the delivery of outcomes for our customers by making it simple to transact with us. Simple processes help us get the basics right, work together and lead the way. Left: Customers continue to embrace digital services on offer. Above: The new online map shows customers and We do this by the community where we are currently working. innovating for continual Where we’re working With implementation accelerated in order to rapidly expand channel choices improvement, applying In March 2020, we improved transparency for customers, WebChat was up and for customers about where we are technologies, using running within five days. working with an updated online map the right information and reporting functions. Use of WebChat, which is delivered in real-time by our people based in Customers can see a wide range of at the right time, Adelaide, continues to grow with network improvement work underway 1,504 customer interactions since seeking efficiencies, and faults being repaired, plus easily it launched. and optimising how we use our website to let us know of any leaks or issues they spot. People can Customers embrace operate. This includes also subscribe and stay informed about repair work as we action and fix faults. digital services our partners such as Uptake of eBilling continued in 2019-20 By using our in-house ArcGIS mapping and at 30 June, there were 154,054 Allwater. technology our people designed and properties registered to get eBills, up developed the mapping tool that was from 100,847 in 2018-19. Of these, more tested with customers at every step to than 120,000 properties were registered deliver a simple and easy to use online with our online account management report and subscribe service. service, mySAWater. Through to 30 June 2020, the map had Our customers are embracing the digital received more than 41,000 page views services we offer with continued growth with more than 1,000 people subscribing in use of self-service transactions at for a works update. 171,068, up from 150,368 in 2018-19. Real-time chat In October, our new automated In March 2020, as our business connection application process was responded to the changes necessitated made available for customers, increasing by the state’s response to the COVID-19 communication to customers and the pandemic, we delivered WebChat speed of processing these applications. as an additional customer digital communication channel.
49 SA Water 2019-20 Annual Report
Water quality
SA Health statement The total number of incidents notified Water quality incidents were notified by SA Water during the reporting period by SA Water in a timely manner. SA Health and SA Water work was higher compared to 2018-19. The Appropriate remedial actions were cooperatively to ensure the continued majority of this total increase was due implemented and ensured the protection protection of public health in relation to incidents arising from unauthorised of public health was maintained at to the supply of drinking water across activities in 2019-20 at drinking water all times. No incidents required public the state. SA Water complied with all reservoir reserves now open for people to notification during the reporting period. requirements under the Safe Drinking visit. Warmer than average temperatures Water Act 2011 including the notification and periods of above average rainfall Safe drinking water legislation of incidents under the interagency resulted in increased numbers of Water/Wastewater Incident Notification The Safe Drinking Water Act 2011 incidents reported due to detection of and Communication Protocol. provides the regulatory framework cyanobacteria and enteric protozoa in for drinking water providers in South During 2019-20, SA Water collected source water. The number of incidents Australia and is administered primarily 46,416 samples from drinking water in relation to customer complaints of by SA Health with assistance from supplies throughout the state. Samples dirty water was also higher. These are local government. Provisions in the Act were analysed for compliance with the generally short-term events associated are underpinned by the ADWG and Australian Drinking Water Guidelines with maintenance activities. Incidents prescribe requirements for drinking water (2011) (ADWG) and results reported to associated with disinfection were reduced providers, including: SA Health in line with agreed reporting in 2019-20 compared to 2018-19. protocols. Compliance with the ADWG • registration of drinking water providers The impact of bushfire and the for E. coli was achieved in 100 per cent with SA Health subsequent substantial rain event on the of metropolitan Adelaide samples, • development and implementation Middle River Water Treatment Plant were 99.96 per cent of country samples of risk management plans (RMPs) expertly handled. SA Water personnel and 100 per cent of remote Aboriginal • establishment of approved drinking are commended for their response and community samples. Overall compliance water quality monitoring programs ongoing communication during the event with the ADWG for health-related • notification of incidents or and the recovery. There were impacts parameters was 100 per cent for non-compliance on aesthetic quality of the drinking metropolitan systems, 99.91 per cent water supply yet despite the damage to • audits and inspections to determine for country areas and 99.32 per cent the treatment plant, supply of drinking compliance with the Act for remote community supplies. water through the Middle River system • use of National Association of Testing to Kingscote was maintained at all Authorities accredited laboratories times. Exceedances were recorded for sample testing for manganese and aluminium • reporting of water quality test concentrations and these were results to SA Health and providing resolved appropriately. consumers with drinking water quality information. SA Water is registered as a drinking 46,416 water provider and has established RMPs including approved monitoring programs samples were and an incident notification protocol. SA Water provided water quality testing collected statewide reports for metropolitan, country and 100% remote community water supplies on a monthly basis with results showing a very compliance achieved in high level of compliance. metropolitan systems
50 Year in review: Water quality
Under the Act, SA Water is required to Water quality monitoring and testing undergo an annual independent audit. The 87 drinking water supplies we operate serve customers across metropolitan, In 2019-20, the sixth audit of SA Water country and remote Aboriginal communities within South Australia. was undertaken since the Act took effect. A number of representative SA Water To maintain quality, we have SA Health-approved drinking water quality monitoring drinking water supplies were included programs with samples collected and analysed throughout all aspects of the water in the audit. The audit outcomes were supply system, including catchment and source water, treatment processes and the consistently positive and noted that distribution network up to the water meter on individual properties. SA Water was operating in compliance We monitor for health and aesthetic compliance and to optimise water quality. with the requirements and intent of the Samples are collected by our trained field workers to make sure they are taken Act. Compliance improved relative to the correctly, and field results have a high degree of integrity. Laboratory analyses five previous audits and no significant are carried out by our Australian Water Quality Centre in accordance with non-compliances were detected. ISO 9001 Quality Systems and the requirements of the National Association Further information on the Safe Drinking of Testing Authorities. Water Act 2011 can be found at sahealth. The following table summarises routine monitoring and testing activities in our sa.gov.au/safedrinkingwateract SA Health-registered drinking water supply systems in 2019-20. SA Water also provides additional information regarding water quality Number of sample locations and test analytes – statewide, metropolitan, country and remote Aboriginal communities water supply systems, 2019-20 which can be found at sawater.com.au Drinking water systems Statewide Metropolitan Country Remote Catchment to tap Aboriginal communities We manage drinking water quality from catchment to tap in line with our Drinking Supply systems 87 8 59 20 Water Quality Management System to Customer tap sample locations 503 177 306 20 ensure a consistent and reliable supply Catchment to tap sample locations* 1,511 369 1,021 121 of high quality, safe drinking water for our customers. Catchment to tap routine test analytes 372,352 79,580 289,997 8,682 * Includes customer tap sample locations This management system is based on the Framework for Management of Drinking water quality and performance Drinking Water Quality outlined in the In 2019-20, we demonstrated robust management of water quality by consistently ADWG and endorsed by the National providing safe, clean drinking water to our customers. Health and Medical Research Council. The following table summarises our performance for health-related parameters The framework outlines good drinking of routine samples at customer tap sample locations. water supply management, based on the best available scientific evidence Statewide, metropolitan, country and remote Aboriginal communities drinking water that will assure drinking water quality supply systems health-related performance, 2019-20 and safety at the tap. Health-related Statewide systems Metropolitan Country systems Remote Aboriginal parameters (number of test systems (number of test communities analytes) (number of test analytes) (number of test analytes) analytes)
Samples free from 99.97% (10,307) 100% (3,221) 99.96% (6,995) 100% (91) E. coli Samples compliant 99.93% (46,416) 100% (13,388) 99.91% (32,438) 99.32% (590) with ADWG health Target: 99.90% Target: 100% Target: 99.80% Target: 99.80% parameters* * Percentage of routine results at customer tap sample locations within drinking water systems which comply with the ADWG health limits (including E. coli). * Direct exceedances of the ADWG were used rather than the 95th percentiles for compliance of individual chemical parameters. * Prior to calculating per cent compliance for health-related chemicals, individual results are rounded to the same number of significant figures as the guideline value in the ADWG (as prescribed in the ADWG and agreed with SA Health).
51 SA Water 2019-20 Annual Report
We analysed 46,416 routine test analytes from our drinking water supplies (customer tap sample locations) throughout South Australia to determine health-related compliance. • We achieved 99.97 per cent E. coli compliance across customer tap sample locations with exceptions in three country systems. • Compliance with ADWG health- related parameters across customer tap sample locations was above target at 99.93 per cent. Although we aim for 100 per cent compliance all the time, the ADWG recognises that occasional exceedances From 1 July 2019 we took on the responsibility of the Wirrina Cove water supply system may occur with most guidelines for from the District Council of Yankalilla. Since then we have installed a specialised chemicals based on a lifetime of aerator and are currently constructing a granular activated carbon plant, both of exposure. In accordance with the which will help remove disinfection by-products from the water, as well as improve guidelines and the interagency Water/ its taste and smell. Wastewater Incident Notification and Following positive feedback from Myponga township residents after changing the Communication Protocol, all detections treatment chemical used to disinfect their water from chlorine to chloramine, we are were immediately communicated to now progressing with the chloramination of the wider Myponga drinking water system SA Health, investigated by us and in two stages. corrective actions implemented as In 2019-20 we undertook planning, design and construction works at the Myponga agreed with SA Health. Water Treatment Plant to facilitate this water quality improvement, which is designed SA Health has confirmed that drinking to mitigate disinfection by-product challenges, with the additional benefit of improving water provided to customers by us was the taste and smell of the water. safe and appropriate responses and After assuming responsibility for the water supplies of Kanpi, Murputja and Nyapari corrective actions were implemented in in late 2017 we have now completed a water supply upgrade project that links all cases and these mitigated any risks these supplies together and includes storage and reverse osmosis (RO) treatment at to public health. Murputja. The water in this area has naturally occurring fluoride above the ADWG The three E. coli detects in 2019-20 health limit and the RO treatment will reduce levels within the guidelines as well as were all in the presence of chlorine improve the aesthetics of the water. or chloramine residuals at levels high enough to mitigate risk. Plant E. coli compliance at metropolitan, country and remote Aboriginal communities drinking operation, chlorine/chloramine residuals water supply system customer tap sample locations since 2017-18 (customer tap sample and bacterial results from different location tests free from E. coli) locations around the time of the detects 100.00%
were reviewed and were all within 2019-20 99.96% specifications. Follow up samples were 100.00% taken showing consistent chlorine/ chloramine residual and no E. coli 100% detected. 2018-19 99.99% The greatest challenge to country 100% compliance is disinfection by-products 99.97% due to several South Australian source waters containing high amounts of 2017-18 99.99% natural organic matter. We have 99.00% identified these systems and are 90.00% 91.00% 92.00% 93.00% 94.00% 95.00% 96.00% 97.00% 98.00% 99.00% 100.00% proactively implementing management Metropolitan Country Remote Aboriginal communities strategies to address these situations.
52 Year in review: Water quality
Incident management Statewide drinking water supplies number of incidents (metropolitan, country and remote Aboriginal communities) We are committed to applying the ADWG Framework for Management of Reporting period Priority Type 1 Type 1 Type 2 Drinking Water Quality which includes 2019-20 1 36 63 two components for the management of incidents: 2018-19 1 24 54 1. communication 2017-18* 2 42 90 2. incident and emergency response 2016-17# 2 48 159 protocols. 2015-16 4 32 74 Our Water Quality Incident and Note: these notifications do not include wastewater, recycled water and non-drinking supplies. * Remote Aboriginal communities incidents included in annual reporting from 2017-18. Emergency Management Protocol is # Impacted by River Murray blackwater event. in place and we have a web-based incident management system to record Priority Type 1 and Type 1 incidents are immediately reported to SA Health, while all and generate notifications of water Type 2 notifications reportable within 24 hours, in line with the interagency Water/ quality incidents. These are aligned Wastewater Incident Notification and Communication Protocol. to the interagency Water/Wastewater Incident Notification and Communication The Priority Type 1 incident was due to the Duncan and Ravine bushfires on Kangaroo Protocol that is maintained by SA Health Island when the Middle River Water Treatment Plant sustained significant damage to adopt the principles of the ADWG and leaving it inoperable for about two weeks. In consultation with SA Health, untreated satisfy requirements of the Safe Drinking but disinfected raw water from Middle River Reservoir was approved as safe to drink Water Act 2011 and Safe Drinking Water and supplied to the network. In addition, we supplied boxed, bottled and tankered Regulations 2012. water to ensure ongoing alternative drinking water supplies for the community. An incident management team was setup and convened daily for the duration of the SA Health defines three types of health- incident. related incident classifications based on a precautionary approach: In 2019-20 the number of incidents, particularly Type 1 notifications, increased when compared with 2018-19. This can be largely attributed to an increase in source water 1. Priority Type 1 incident notification incidents with 12 recreational access incidents recorded. This new incident category An incident that, without immediate was introduced in 2019-20 as reservoir reserves began to be progressively opened appropriate response or intervention, for public access. In addition, we had three Type 1 cyanobacteria incidents at the could cause serious risk to human newly acquired Wirrina Cove Water Treatment Plant system. There was a reduction health and is likely to require immediate in disinfection failures and filtered water turbidity incidents, primarily due to improved interagency meetings to consider process monitoring and control systems at water treatment plants. responses. Procedures for Type 1 incident In 2019-20, we continued our focus on early detection and reporting to external notifications also apply. agencies, briefing the Minister for Environment and Water, ensuring prompt corrective action and addressing the causes of preventable Type 1 notifications, such as 2. Type 1 incident notification disinfection failures and filtered water turbidity exceedances. Strategies used to An incident that, without appropriate achieve this include refresher training, optimisation of our drinking water quality response or intervention, could cause monitoring program, ongoing operational and capital improvements, and continuous serious risk to human health. improvement of our Drinking Water Quality Management System.
3. Type 2 incident notifications The proactive water quality management of targeted water supply systems and detection and management of risks continued during 2019-20. Changes in reporting An incident that, without appropriate criteria issued by SA Health in the interagency Water/Wastewater Incident Notification response or intervention, represents and Communication Protocol also occurred and contributed to a change in reporting a low risk to human health. requirements. Following is a comparative summary of the Priority Type 1, Type 1 and Type 2 incident notifications reported against the interagency Water/Wastewater Incident Notification and Communication Protocol.
53 SA Water 2019-20 Annual Report
Incident Response Index Safe Drinking Water Act audit The Incident Response Index (IRI) drives and guides correct responses when a Priority In November 2019, we were audited Type 1 or Type 1 incident is detected. The IRI is assessed against a number of criteria, under the Safe Drinking Water Act 2011 with each component in the IRI designed to assist the management of water quality (the Act), and successfully met all our incidents, including reporting, initial response and longer-term preventive measures. legislative requirements. The successful The overall 2019-20 strategic target for the IRI was 85 per cent compliance. outcome of the audit found:
Criteria used in the Incident Response Index (based on total reportable SA Health Priority • We operate in compliance with both Type 1 and Type 1 incident notifications) the explicit requirements and the implied intent of the Act, Regulation, Criteria used in the Incident Response Index Overall strategic target SA Health audit report template Incident reported to relevant agencies by phone immediately and the ADWG. Our people and (less than one hour) contractors consistently demonstrated Incident entered into the incident management system this compliance and understanding of in less than two hours the need for such vigilance. Initial effective response taken within three hours Overall strategic 2019-20 • The audited sites and systems target: 85% demonstrated improved compliance Written report to Minister for Environment and Water relative to the five previous audits by 3pm next business day (2014 to 2018) and showed positive Root cause analysis completed within 10 working days responses to findings from those Preventive actions implemented within agreed timeframes previous audits. The result was evidence of continual improvement in the spirit of the ADWG. The continual review and improvement of our incident management processes has • The expertise of our people in water positively impacted our overall water quality incident response and performance, quality management was impressive maintaining an overall score well above our target. and the auditor had confidence in how we discharged our responsibilities The Incident Response Index achieved in metropolitan, country and remote Aboriginal and showed our genuine communities and overall for 2019-20, compared to 2018-19 organisational commitment to water System IRI 2018-19 IRI 2019-20 quality management. The standard Statewide (weighted combined metropolitan, country and remote 96% 98% of our supporting systems was high Aboriginal communities) and all 12 elements of the ADWG Framework were fully implemented. Metropolitan 99% 98% • Final water verification monitoring Country 97% 98% and reporting continues to be leading Remote Aboriginal communities 67% 100% nationally and was both drawing on international best practice methods and developing globally leading approaches. • There were no significant non- compliances uncovered during the audit, that is, no findings that constituted an immediate potential threat to public health that required urgent action or reporting. Overall, it was concluded that our water quality management planning was mature, embedded, extensive and comprehensive. The audit result demonstrates the good level of collaboration across the business, with our contract partners, and SA Health.
54 55 SA Water 2019-20 Annual Report
Effective governance
Legislation The Board Directors’ interests SA Water was established as a public The Board is appointed under the South and benefits corporation on 1 July 1995 under the Australian Water Corporation Act 1994 For 2019-20, no director had an interest South Australian Water Corporation to govern the business on behalf of in any contract or proposed contract Act 1994. Legislation guides SA Water’s the state government, reporting to the with SA Water, other than contracts operations, the most significant include: Minister for Environment and Water. The in the ordinary course of business. No • Public Corporations Act 1993 Board sets our strategic direction and benefits were received by any director • Water Industry Act 2012 monitors performance, driving efficiency of SA Water by virtue of a contract that and protecting our long-term financial • Safe Drinking Water Act 2011 was made with SA Water, other than in viability in accordance with the Public normal course of business as set out in • South Australian Public Health Act 2011 Corporations Act 1993. the financial statements. • Work, Health and Safety Act 2012 The following Board directors, appointed • Environment Protection Act 1993 by the Governor of South Australia, Board committees • Landscape South Australia Act 2019. served during 2019-20: The Board has established a committee structure to assist it in meeting its Key regulators • Andrew Fletcher AO, Chair • John Bastian AM responsibilities. Each committee has a The Essential Services Commission of charter that guides its functions and • Sue Filby South Australia is the state’s independent duties and is reviewed regularly. economic regulator and so sets service • Janet Finlay Governance, Finance and Risk standards and revenue caps for the • Chris Ford (from 3 August 2019) Committee – supports the Board in essential water and sewerage services • Fiona Hele fulfilling its governance and oversight we deliver for our customers. • Ian Stirling (to 2 August 2019) responsibilities in relation to our financial SA Health sets and monitors standards • Roch Cheroux (to 16 August 2019) planning and reporting, internal and for drinking water quality and regulates • David Ryan (from 11 November 2019). external audit, internal control processes, recycled water use in the state. Day to day management of the business risk management systems, compliance, The Office of the Technical Regulator is delegated by the Board through the and fraud control. sets standards and requirements for Chief Executive to the Senior Leadership Strategy, Policy and Innovation water and sewerage infrastructure, and Team. Pursuant to section 18 of the South Committee – assists the Board’s the operation of that infrastructure, to Australian Water Corporation Act 1994, oversight of our long-term strategy to ensure public safety. the Minister has delegated authority ensure we remain a valuable, relevant The Environment Protection Authority to the Board of SA Water to approve and effective water and sewerage service sets standards for acceptable discharge procurements of up to $10 million and provider with high levels of customer, from wastewater treatment facilities and expenditure up to $4 million on any one community and stakeholder service monitors our operations and activities to project. and support. minimise impact on the environment. A charter prepared by the Minister People and Culture Committee – The Department for Environment and and the Treasurer, in consultation with supports the Board on matters Water regulates access to natural water the Board, was in place for 2019-20 associated with workforce planning, sources, protects water catchments and in accordance with section 12 of the remuneration and corporate culture, native vegetation and is the state body Public Corporations Act 1993. The taking into account the strategy, responsible for the River Murray as part charter guided the Board in seeking government policy, relevant Board of arrangements for managing the to balance community service with policies, business needs and regulatory Murray-Darling Basin. prudent commercial principles. requirements.
56 Effective governance
Organisation structure As at 30 June 2020
57 58 Financial performance
Financial performance Total expenses were $19.7 million lower summary than 2018-19 predominately due to: Our financial performance for the year • interest and finance charges was strong. This was due to strong $12.1 million lower due to external water sales resulting from warm and dry interest rate market conditions and weather conditions and an increase in prudent refinancing activities customer revenue from customer growth. • electricity expenditure dropping Instrumental to the federal government's $16.1 million primarily from significantly Water for Fodder program was the lower electricity wholesale prices. production of 40 gigalitres of water at This excludes Adelaide Desalination the Adelaide Desalination Plant, with Plant electricity costs required for the operating costs fully recovered from the Water for Fodder program which federal government. were reimbursed by the federal government. Electricity expenditure Operating expenditure was well- in total increased $4.1 million managed with a continued focus on • services and supplies reducing by efficiencies and electricity expenses $24.5 million, predominately due minimised through volume-managed to the adoption of the new lease purchases from the wholesale energy accounting standard which saw some market. accommodation and vehicle leases We continue to focus on debt costs classified as finance leases management strategies to manage • operational and services contracts interest rate risk and minimise expense. increasing by $7.6 million, The year-end profit before tax was predominately due to increased $315.7 million which is $47.9 million Adelaide Desalination Plant operating higher than budget and $43.2 million costs which is revenue funded through more than the previous year. the Water for Fodder program Revenue remained strong and was • employee benefits expense $23.4 million higher than 2018-19 increasing $3.7 million predominately predominately due to: due to increased wage expense • growth in the number of customers as commensurate with CPI and/or a result of new housing development existing enterprise bargaining and suburban infill agreements • strong water sales due to warm and • depreciation increasing by $1.5 million dry weather conditions through the derived from asset carrying values year, albeit lower than 2018-19 before the year-end revaluation of infrastructure, plant and equipment • increased revenue funding to run assets. the Adelaide Desalination Plant to produce 40 gigalitres during the Income tax expense increased by year as part of the Water for Fodder $13 million as a result of increased profit; program the effective tax rate of 29 per cent is the • increased water and wastewater rates same as 2018-19. as a result of annual CPI price rises • increased contributed assets arising from mains extensions contributions, infrastructure assets gifted to us from developers and capital contributions to us for work we perform.
59 SA Water 2019-20 Annual Report
Contributions to government Capital expenditure As a significant revenue contributor to the South Australian Government, for the During the year, we spent $564.9 million broader benefit of the people of South Australia, an amount of $481.6 million was on capital expenditure, with $33.7 million paid in 2019-20. This saw $64.4 million of business operating expenditure contributed spent on information technology and to other government agencies and/or councils. Within interest expense, $96.5 million $531.2 million on infrastructure. was paid to the South Australian Financing Authority as guarantee fees and margins. Information technology investments Income tax equivalent of $92.6 million and dividend of $228.1 million was also paid. continue to focus on improving outcomes Contributions to government 2019-20 for our customers and the business actuals including: $’000 • improved service channels and External fees and charges 42,331 customer digital experience Contract services provided 1,321 • increased technology security Operational taxes and tax equivalents 20,753 and reliability • increased business efficiency Total contained within operating expenses 64,405 and employee experience. As a percentage of total operating expenses 10.6% We continue to focus on improving our water and wastewater infrastructure Interest expense – guarantee fees 92,413 assets and invest in major infrastructure South Australian Government Financing Authority margin fees 4,068 projects, all of which have a positive impact on our customers and/or the Additional interest paid to owner 96,481 state. In 2019-20 these included: • Zero Cost Energy Future with Income tax equivalents 92,587 $185.5 million spent towards the Dividends at 100% of profit after tax 228,087 $385 million project Total amounts paid to government 481,560 • Northern Adelaide Irrigation Scheme, continued works and expenditure of $30 million towards the $155.6 million project • Murray Bridge Wastewater Treatment Plant relocation with $21.7 million spent towards the $53.5 million project • Kangaroo Creek Dam Safety works were completed with $14.9 million spent as part of the $119.9 million project • Port Lincoln Sludge Upgrade works continued with $10.7 million spent towards the $18.9 million project. Capital expenditure has been prudent with efficient expenditure through the year. It was contained within the Essential Services Commission of South Australia’s allowable expenditure and/or state budget approvals.
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Consultants The following is a summary of external consultants engaged, and the nature and cost of the work undertaken.
Consultant Amount Description/purpose
Between $10,000 and $50,000 Ernst & Young 12,000.00 Disclosure support Due Diligence Consultants Pty Ltd 36,393.81 Financial integrity and due diligence reporting
Greater than $50,000 Frontier 85,937.50 Advice on the inflation estimate forOur Plan 2020-24 TonyMac Consulting Pty Ltd 87,688.00 Advice on the preparation of analysis and framework for enterprise agreement negotiations PricewaterhouseCoopers 146,251.45 Advice on updating methodology for measuring long-term viability KPMG 181,839.80 Development of a discounted cashflow model and advice on key assumptions Seasonal water allocation revenue adjustments technical paper Review of the Zero Cost Energy Future project as a non-regulated service AMCL Pty Ltd 219,146.65 Water main management independent review – provided management systems auditing expertise to conduct the water main breaks review for the SA Water Board Total 769,257.21 See also tenders.sa.gov.au/tenders/index.do for a list of all external consultancies, including nature of work and value. See also the Consolidated Financial Report of the Department of Treasury and Finance at treasury.sa.gov.au for total value of consultancy contracts across the SA Public Sector.
61 SA Water 2019-20 Annual Report
Supplementary reporting items
Fraud Summary of complaints When compared to 2018-19, EWOSA complaints have trended downwards, There was one instance of alleged fraud Feedback including complaints received with a decrease of five per cent reported in 2019-20. The matter is in the from customers are an opportunity for recorded. process of being investigated and was us to build customer confidence and reported to the appropriate authorities. trust as well as improve our customer During 2019-20, 82.5 per cent of experience performance and operational customers who had a complaint Strategies implemented to efficiency. handled by our Customer Advocacy and Resolution team indicated they control and prevent fraud With a comprehensive approach to were satisfied with our complaints We have a zero tolerance to fraud dealing with complaints, we have a handling process. or corruption and perform a range of dedicated team focused on first contact activities to control and prevent fraud. resolution. Our Customer Advocacy Our Customer Advocacy and Resolution Key to these activities are: and Resolution team is responsible team completes root cause analyses, • senior executive oversight of our Fraud for investigating and responding to post-complaint reviews and case and Corruption Control Policy by complaints which were not able to studies, which are important steps in our the General Manager, Governance, be resolved on first contact. complaint management process. Case studies include details of the complaint, Planning and Regulation In 2019-20, we registered 2.05 complaints a summary of the investigation, the • investigations of all allegations of per 1,000 customers. This has remained outcome and process improvement fraud made under the policy consistent when compared to 2.06 recommendations. • data analytic reviews conducted by complaints per 1,000 customers in 2018-19. Internal Audit of payroll and accounts We continue to track below the national In response to customer feedback, we payable transactions benchmark of 3.5, based on the Bureau continue to implement changes including: • regular communications to our people of Meteorology’s data for major utilities in • providing information about on the need to report matters of its National performance report 2018-19: maintaining healthy sewers for concern and to act in accordance urban water utilities. customers who have wastewater with SA Water’s values, Ethical Together with the Water Services incidents where non-flushables Standards Procedure and the Code Association of Australia and other or fats have been found of Ethics for the South Australian Australian water utilities, we are reviewing • providing hand sanitiser with boxed Public Sector. practices to ensure we are effectively water for customers experiencing a capturing customer complaints resolved temporary water service interruption Public interest disclosure at first contact to continue to generate during the state’s response to the Pursuant to section 12 of the Public valuable insights and improve overall COVID-19 pandemic. Interest Disclosure Act 2018, we have customer experiences. * The number of EWOSA complaints referred to us may appointed responsible officers and differ between our reporting and EWOSA’s due to The most common complaint types relate variances in reporting practices. published procedures for the receipt to water quality, repairs and maintenance and management of public interest of infrastructure in the metropolitan disclosures. We received one public area, and costs incurred for high water interest disclosure-related allegation consumption. during 2019-20. In 2019-20, 184* complaints were made about us to the Energy and Water Ombudsman of South Australia (EWOSA) on a range of issues. Costs incurred for high water use continued to top the list of escalated concerns.
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