Customer Charter

Unitywater's Customer Charter summarises your rights and obligations as a Unitywater residential customer, and our service standards and commitments to you.

Our commitment to quality, safety and reliability

Twenty four hours a day, seven days a week (under normal operating conditions), Unitywater delivers high quality, safe and reliable water supply and sewerage services that are economically and environmentally sustainable to the Moreton Bay and Sunshine Coast regions.

Unitywater is a statutory authority that services the Moreton Bay, Sunshine Coast and Noosa local authority areas on behalf of its citizens. It is governed by an independent board. Councils do not have control or direction over day to day operations.

We value our customers, our community and the environment and commit to:

  • providing you with water that complies with the Australian Drinking Water Guidelines issued by the National Health and Medical Research Council;
  • supplying water at the required pressure (between 210kPa and 800 kPa at the boundary) and flow rate (23 litres/minute) to meet your household needs in areas defined by Unitywater;
  • (Please note: This supply pressure is available at the Unitywater meter, located at the customer’s property boundary. This pressure may occasionally be affected by fire fighting events or flushing/flow test activities. Water appliances installed after the meter may reduce the water pressure to the customer. Some individual customers or small areas of reticulation may experience pressure outside these limits and may require their own pressure booster equipment within the property boundary.) 
  • undertaking water network system loss initiatives to reduce water leakage which may necessitate lowering water pressures in some supply zones. This will only be undertaken following customer consultation and with consideration to the standard pressure requirements;
  • protecting your health and the environment by operating and maintaining the infrastructure for the effective collection, transport and treatment of sewage; and
  • connecting your property to our water and sewerage network within 15 working days of receiving your application and payment, where the relevant service is available.

Unitywater has certification to ISO 9001 Quality Management, ISO 14001 Environmental Management, ISO 4801 OH&S Systems and ISO 22000 Food Safety Management .

 

Our response to service interruptions

Unitywater strives to minimise customer inconvenience during planned and unplanned service interruptions by:

  • providing you with at least 48 hours notice of any planned works that may disrupt your water supply;
  • communicating with customers, organisations or facilities with identified special needs, prior to planned water supply interruptions;
  • in the event of unplanned water supply interruptions, striving to restore normal service levels within five hours, 90% of the time;
  • aiming to have fewer than 10 unplanned water supply interruptions per 100kms per year;
  • responding to urgent water and sewage incidents in less than one hour, in 90% of cases; and
  • depending on the length and severity of disruption, providing more information about planned or unplanned service interruptions via our website and/or our Customer Service Call Centre.

Our customer service commitments

Unitywater values its customers and aims to always respond in a respectful, efficient and timely manner. We commit to being:

  • Available - We are on call 24 hours a day, seven days a week, 365 days a year, for faults and emergencies.
  • Contactable - Our Call Centre and Customer Service Counters can assist with your general enquiries during office hours, and you can also submit questions at any time through our website.
  • Identifiable - Our Customer Service team members will provide you with their first name and supply a reference number for customer requests. Our uniformed field staff will produce photo ID on request.
  • Responsive - We will answer 80% of calls to our Customer Service Call Centre within 30 seconds and acknowledge written enquiries within 10 days.
  • Respectful - We will treat your information with strict confidence, in accordance with our Privacy Policy and the Information Privacy Act 2009.

Privacy

View our Privacy Policy.

Issuing bills and reading your water meter

Unitywater bills all residential customers quarterly.  All usage and fixed access charges for water supply and sewerage services are billed in arrears.

To calculate your usage charges, Unitywater reads your property’s water meter every three months, just prior to issuing your quarterly bill. Our meter reader leaves a notice in your letterbox to let you know the reading, and your bill is mailed to you shortly after this.

Property owners are responsible for ensuring their water meter is clear and accessible so we can read it. If your water meter is inaccessible and you do not phone through your reading to us in the required time, we may estimate your usage charges for that billing period.

Concealed leaks

Unitywater strongly advises you to read your water meter regularly to help you monitor your water usage and check for concealed leaks on your property, caused by broken or cracked pipes hidden in walls, driveways or underground. Concealed leaks on the customer’s side of the water meter are the responsibility of the property owner. This is common practice across Australia.

For information on reading your water meter and checking for leaks, please visit: www.unitywater.com/reading-your-meter.

Paying your bill

Unitywater’s payment terms are 30 days interest-free for residential water and sewerage bills. It is important to pay your bill by the due date, as Unitywater charges 11% interest per annum, compounding daily, on any overdue amounts.

Unitywater will only accept the following methods of payment for bills:

  • Direct debit – automatically pay the total due on your bill each quarter, or pay monthly or fortnightly instalments in advance from your nominated bill.
  • BPay – contact your bank or financial institution to pay from your nominated bill or set this up through your online banking facility.
  • Credit card by phone or online (Visa and MasterCard only) – call 1300 047 763 or visit www.unitywater.com/pay-my-account, or make payments via Postbillpay.
  • By mail – send a cheque to Unitywater, Locked Bag 2, Maroochydore BC  QLD 4558
  • In person – by debit card, credit card, cheque or cash at any Australia Post outlet.

Financial hardship

Unitywater offers a range of payment plans to eligible customers, including those who are experiencing financial hardship. If you are experiencing payment difficulties, please contact us as soon as you receive your bill and before its due date to discuss suitable payment arrangements. Our Financial Hardship Policy can be viewed within our Credit Management Policy (PDF) or mailed on request.

Your responsibilities and obligations

To ensure Unitywater can maintain your water supply and sewerage services, protect the environment, and bill you correctly, you have some responsibilities and obligations to:

  • provide clear and safe access to your water meter for our meter readers;
  • read your own water meter regularly to monitor your water usage and detect problems such as concealed leaks;
  • maintain your plumbing, fittings and appliances to prevent wastage and ensure you pay only for the water you use;
  • make sure your plumbing and stormwater drainage is not connected to the sewerage system;
  • dispose of waste responsibly and not put any hazardous or toxic substances down the sink, drain or toilet;
  • advise if you have any special needs (such as medical conditions) that will be unable to be met if your water supply is interrupted;
  • inform Unitywater of changes to your contact details or ownership of your property;
  • promptly report faults, emergencies and any other issues or concerns regarding Unitywater’s areas of operation;
  • always contact Unitywater in the first instance for any water or sewerage related matter; and
  • pay your bill on time, to avoid being charged interest and imposing unnecessary costs associated with unpaid bills on other Unitywater customers.

Handling complaints

If you have any issues with Unitywater we have a thorough internal process to investigate and resolve the matter. Unitywater manages complaints in accordance with AS ISO 10002-2006 Customer Satisfaction Guidelines for Complaints Handling in Organisations.

Please contact us first so we can work with you personally to address your concerns. If, following our investigations, the complaint is not resolved to your satisfaction we will escalate your complaint to our Complaint Management Team for review.

Following this review, if you remain unsatisfied with the outcome, you can then refer your complaint to the Energy and Water Ombudsman Queensland on 1800 662 837 or complaints@ewoq.com.au

Download a copy of the Unitywater Customer Charter (PDF). 

For more information please contact us.

 

    Did You Know
  • Installing a water efficient 4 star rated showerhead will reduce the flow from 20 litres per minute to 9 litres per minute.