Subsidies and concessions
Pensioner Water Subsidy
Eligible pensioners can receive a subsidy of up to $120 per year off the cost of water usage and access charges. This is up to $30 every quarter for eligible customers in Moreton Bay, Sunshine Coast and Noosa. The subsidy is set and managed by the Queensland Government and is allowed on only one property at a time.
Apply for the Pensioner Water Subsidy
If you are not currently receiving the Pensioner Water Subsidy, first confirm that you are eligible. Check the criteria on the Queensland Government website here.
Apply for the Pensioner Water Subsidy by downloading the Pensioner water subsidy application form (PDF).
Medical Condition Concession Policy
We will provide customers with a medical condition and customers using a haemodialysis machine at home with a free allowance of 450 kilolitres of water and sewerage usage per year. This is applied on a daily basis (1233 litres of water per day).
This allowance is provided directly on the Unitywater account sent to the property owner. It is assumed that if the property is a rental, and the tenant is compliant with this policy, that the allowance is passed on to the tenant, where this is relevant. Any additional water consumption is charged at the normal tier rates.
How to apply
Customers may apply for the allowance by writing to us, enclosing:
- a medical certificate or
- a letter from Queensland Health or
- a letter from a renal specialist.
Please outline details of the person’s medical condition or the person on dialysis, and the property address of the haemodialysis machine.
We will apply the allowance directly to the property’s account and the allowance will be applied in the same period in which the water consumption is being billed.
If you stop using a heamodialysis machine
Customers who stop using a haemodialysis machine at their home must notify us as soon as possible. Customers will also be contacted annually to confirm their use of the machine at that property address.
Installing a heamodialysis machine
The installation of a dialysis machine requires a plumbing application to Moreton Bay, Sunshine Coast or Noosa council. This is because a backflow prevention device must be installed at the connection of the water supply to the machine. Backflow prevention devices are managed by local councils.
Water Supply Outages
We understand that haemodialysis machines need a constant water supply to function properly. As part of our duty of care to our customers, we have systems in place to identify our haemodialysis customers. This is particularly important during a water outage.
If there is a planned interruption to the water supply (scheduled maintenance of the network, for example), affected haemodialysis customers will be contacted, in addition to our normal water supply interruption notification procedures.
In emergency or fault situations (burst water main causing a temporary water supply outage), Unitywater has systems in place to identify customers in the outage area who need immediate notification. Crews will endeavour to provide assistance to haemodialysis customers to minimise disruptions to their treatment. We will ensure that the necessary repairs are carried out as a high priority.
Haemodialysis patients need to ensure that they have been suitably trained by their dialysis-care provider on how to manage interruptions to their water supply.
At the residence of a dialysis patient the valve box will feature a sky blue lid or marker post. (Click here for image)
Read the Medical Condition Concession Policy here.
Financial Hardship Policy
Unitywater believes all customers, even those experiencing financial hardship, should continue to have access to essential water supply and sewerage services. If you are experiencing genuine financial hardship, we would like to help you.
You can also read our Credit Management Policy (PDF) which outlines our obligations to customers in times of financial hardship.
The policy also outlines the practical payment and hardship assistance options available to our customers. Please contact us for assistance or further information.