The Plug-in helped SA Water to better understand the specific needs of their customers with the goal of understanding how they can make their services more accessible and inclusive, specifically regarding:

  • Ease of access to information, including preferred methods of communication with organisations and how much information is suitable to receive; and
  • Safe access to work sites and ease of access in the home including how footpaths are navigated, for instance, and if any difficulty using appliances or reading your water meter is experienced.

We worked with SA Water to design and recruit two focus groups for a total of 15 aged 65 years and older and living in metropolitan Adelaide, across a range of income levels, with varying degrees of digital literacy and accessibility, and a mix of tenants and property owners — all of whom were existing SA Water customers.

Participating consumers were drawn from COTA SA’s The Plug-in community of influencers and included some who were digitally isolate or entirely offline.

The Plug-in managed all aspects of recruitment and participation on behalf of SA Water and successfully recruited a diverse range of participants who provided valuable insights about accessibility of SA Water services.

We thank everyone for their participation in this important research project, and for so generously sharing their experiences to help SA Water shape their services to be more accessible to everyone.

Participation in this project was voluntary. Personal information is not used or shared without express consent — you can read more about our privacy policy on our website.

For further information please contact The Plug-in on (08) 8224 5526 or email