A concealed leak is a leak from the customer’s plumbing that is hidden from view. These can be difficult to notice and can create an unexpected and stressful expense – both to fix the leak and because of excess water charges.

Unitywater is not a State Government Agency, it is a statutory authority with three shareholders, Noosa, Sunshine Coast and Moreton Bay Regional Councils, and is run by a board appointed by those shareholders. Unity Water has information on their website regarding checking for leaks at also the process if you have been impacted by a concealed leak www.unitywater.com/residential/manage-your-water-usage/checking-for-leaks

Seqwater is the State Government owned provider of bulk water to Unitywater and other service providers throughout Queensland. Until recently, whilst Unitywater has provided some financial relief for concealed leaks as per their policy statement, there was no financial assistance for the State Government’s bulk water charges, which Unitywater still had to pay.

The Queensland Government has now announced a SEQ Bulk Water Concealed Leak Remission Scheme with more information at www.rdmw.qld.gov.au/water/consultations-initiatives/concealed-leaks

They are also currently working with Seqwater and the five water service providers in SEQ (including Unitywater) to implement the remission scheme and debt relief. Following our further enquiries with the Minister for Water’s office, they have provided below in response:

Background

  • On 2 August 2023, the Minister for Regional Development and Manufacturing and Minister for Water announced the SEQ Bulk Water Concealed Leak Remission Scheme.
  • To lessen the financial impact, or ‘bill shock’ associated with a concealed leak, the State Government will now provide a concealed leak remission of:
    • for an eligible pensioner, 100 per cent of the excess state bulk water charge related to the concealed leak; or
    • for other eligible customers, 70 per cent of the excess state bulk water charge related to the concealed leak.
  • This remission is in addition to the concealed leak remission provided by the customer’s service provider. Service providers in SEQ are required to have a concealed leak policy and provide a remission under the SEQ Customer Water and Wastewater Code.
  • Customers that experience or have experienced a concealed leak on or after 2 August 2023 should continue to approach their service provider to determine if they are eligible for the new remission.
  • The Department of Regional Development, Manufacturing and Water (the department) has been working with Seqwater and the five water service providers in SEQ to confirm the criteria and processes around implementation.
  • The remission scheme will be implemented as soon as the service provider is ready but no later than the end of the year.
  • The Minister also announced a once-off debt relief for customers struggling with the financial impact of a concealed leak. In order to access the financial relief, the customer must have an outstanding debt with their service provider resulting from the concealed leak.
  • Together these two initiatives will provide cost of living relief for customers affected by concealed leaks in SEQ.
  • Customers should continue to frequently read their water meter to detect concealed leaks and minimise their cost.
  • If a customer has a concealed leak, then they should contact their service provider.
  • As the remission scheme and debt relief advances, updates will be provided on the department and service providers’ websites.

When will the concealed leaks remission be implemented and from what date will constituents be eligible to receive the remission?

  • The SEQ Bulk Water Concealed Leak Remission Scheme (remission scheme) is effective from 2 August 2023.
  • The State Government is working with service providers in SEQ to implement the remission scheme as soon as possible.
  • The effective date means that, from 2 August 2023, customers will be entitled to receive the new remission as soon as their service provider is ready for implementation.

If constituents have a current concealed leaks bill, will they be eligible for the remission?

  • The remission scheme will contribute to the remission customers receive from their service provider.
  • From 2 August 2023, the contribution will be:
    • for an eligible pensioner, 100 per cent of the excess state bulk water charge related to the concealed leak; or
    • for other eligible customers, 70 per cent of the excess state bulk water charge related to the concealed leak.
  • Customers need to make an application and meet their service provider’s eligibility criteria to receive a remission.

Will any constituents who have had a concealed leaks bill be reimbursed in alignment with the remission?

  • Customers that have had a concealed leak and received a remission from their service provider before 2 August 2023 will not receive an additional remission from the remission scheme.
  • If these customers are on a payment plan or have outstanding charges on their account, then they may be eligible for debt relief. The debt relief provided will depend on the customer’s situation.
  • As a general rule, the amount of debt relief will align with the remission scheme, taking into account the cost of the concealed leak, the remission the customer has received and the amount remaining on the customer’s payment plan or account.
  • Service providers will contact eligible customers to discuss debt relief.

For any assistance with the water supply to your home or business, or to enquire further if you’ve had a concealed leak, please contact Unitywater on 1300 086 489 or further information is available at www.unitywater.com/about-us/contact-us

To see our previous Noosa 360 updates on matters related to Unity Water, please visit www.sandybolton.com/?s=unity+water