Please read this COVID-19 update We realise more than ever that protecting your workforce is paramount. We want you to know that we’re taking extra precautions to safeguard our employees and customers for Waterlogic, Billi and Purezza as we continue to navigate these uncertain times. Click here to view our FAQs for more information about the Coronavirus outbreak (COVID-19).

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    Information regarding COVID-19

    This page provides answers to Frequently Asked Questions to help you navigate the challenges the virus poses to keeping your workforce safely hydrated.

    Service Related Questions

    • Q: Will Waterlogic remain open?

      A: Waterlogic can confidently assure our customers that we have robust business continuity and contingency measures in place so that your service can continue with minimal disruption. We have built resilience into our operations, supported by investments in technology, which gives us a unique capacity to effectively work remotely while maintaining excellent virtual engagement among colleagues and our customers. We are striving to operate as normally as possible. We are committed to providing you with the standard of service you’ve come to expect from us, even during these challenging times. We may be forced to close following a government directive or owing to staff shortages. If this occurs and affects customer serve, we will contact you directly.
    • Q: Our office is temporarily closing, and we have a Waterlogic dispenser, what do we do?

      A: If your office is closing for a period, please switch off your Waterlogic water dispenser. When your workplace reopens, we recommend you flush your Waterlogic machine to ensure your first glass of water is freshly filtered. To flush your Waterlogic water dispenser, follow the steps below:
      • Flush 7.5L of cold water .
      • Flush 3L of hot water, if that is a feature of your Waterlogic dispenser.
      • Flush 7.5L of room temperature (ambient) water, if that is a feature of your Waterlogic dispenser.
    • Q: Can I still order a Water Dispenser?

      A: We are working tirelessly to make sure our products are available when our customers need them. We are managing our supply chain to ensure that our customers remain unaffected by the situation and we will continue to closely monitor events and react accordingly. Please call us on 1300 88 14 14 to discuss your requirements and product availability.
    • Q: Will I experience a change in service?

      A: Waterlogic is committed to providing you with the standard of service you’ve come to expect from us, and any change in service is due to increase safety and hygiene protocols to decrease the risk of spreading Coronavirus. Some of these measures are detailed in the question below. Our ambition is to make products available when customers need them; including delivery, installation and servicing, carried out in-line with government safety guidelines. We are monitoring the situation constantly and will update our services accordingly.
    • Q: Will a Waterlogic technician still carry out on-premises maintenance for our dispensers?

      A: We continue to follow government advice and shutdown measures. If regulations and staff availability allow, on-premises service visits will continue as usual, provided our customers request them. We are taking every measure to keep employees and customers healthy and safe. We have instructed technicians to follow the below process:
      • Check there has been no confirmed COVID-19 case on-site to date
      • Avoid physical contact during every visit, with no handshaking or sharing of items (including pens or tools) and always stay at least 1m away from customers
      • Wear latex gloves throughout the visit and dispose of them afterward
      • Use provided sanitisation equipment to disinfect the dispenser on every visit
      • Instruct technicians to use hand sanitiser before and after every site visit, with hand sanitiser made available in every technician’s vehicle
      • If a technician experiences any symptom, they have been instructed to self-isolate at home for 14 days and contact their healthcare provider.
    • Q: How are Waterlogic helping to prevent the spread of Coronavirus?

      A: Waterlogic follows strict hygiene standards and stringent food handling measures across both our factories and warehouses. We have always worked to the highest health and safety protocols and will augment these practices so that our employees and customers always remain safe. Below are some specific measures that Waterlogic is taking to upkeep our commitment to health and safety. As at 16 March 2020:
      • Personal Protection Equipment (P2 masks and gloves) and sanitisation products (antibacterial sprays and gels) have been made available to all staff.
      • Prior to visiting customer premises for servicing, maintenance or installation, our field staff are to confirm there have been no positive COVID-19 diagnoses onsite. Rigorous safety and sanitisation processes will be stringently followed.
      • We are asking that outside visitors do not attend our offices unless critical to do so. We are equipped to facilitate customer engagement via telephone and video conferencing facilities.
      • A ‘Working From Home’ plan has been implemented for all staff possible, encouraging social distancing to help reduce risk and spread. There are some essential operations which cannot be fulfilled remotely, including warehouse and service teams.
      • All non-essential domestic and international travel has been postponed indefinitely. Employees or contractors returning from overseas must self-isolate for 14 days on arrival.
      • Employees or contractors who have had direct/close contact with someone confirmed to have the virus, must self-isolate for 14 days from their last contact with that individual.
      • Since 28 January 2020, employees have been supported with regular communications; including reminders in best-practice health and hygiene procedures, as well as information from the World Health Organisation, Australian Government and Department of Health.
      • These recommendations are being monitored regularly and the policy is subject to change as new developments occur.
    • Q: Is there a point when Waterlogic will stop servicing a specific location?

      A: Our top priority remains the health of our employees. If a customer at a specific location notifies us, in writing, that their premises no longer allows vendors to enter the facility, we will stop our service. Equally, if a site falls within an area of quarantine, we will stop our service. If someone at your site has tested positive for coronavirus or is no longer allowing vendors please contact us at service@waterlogic.net.au.

    Product Related Questions

    • Q: How can Waterlogic guarantee that shipping dispensers from one location to another does not transfer the Coronavirus into my workplace?

      A: According to the World Health Organization (WHO), it is not certain how long the virus that causes COVID-19 survives on surfaces. Studies suggest that coronaviruses may persist on surfaces for a few hours or up to several days. This may vary under different conditions (e.g. type of surface, temperature or humidity of the environment). Although we maintain safe and hygienic practices throughout our supply chain, we cannot guarantee that our dispensers are free from contamination during shipping. However, we can offer peace of mind that every dispenser is sanitised thoroughly before use by customers.
    • Q: Does the Firewall® technology used in Waterlogic machines kill the Coronavirus?

      A: Our patented Firewall ® technology purifies water throughout the length of the dispensing faucet: a feature no other mains-fed dispenser offers. This technology prevents viruses, bacteria and microbial cysts from contaminating drinking water and causing illness. Firewall® is proven to eliminate up to 99.9999% of viruses. However, it has not been tested against the Coronavirus.
    • Q: Does the antimicrobial BioCote® surface protection protect users from the Coronavirus?

      A: BioCote® built-in antimicrobial protection restricts the growth of bacteria and mould around the dispensing area and filter, reducing the potential for cross-contamination and keeping the dispenser fresher and cleaner for longer. Although proven to reduce microbes by 99.5% within 2 hours, BioCote® is not tested or certified to eliminate coronavirus. We advise regular dispenser cleaning and sanitising with disinfectant spray or wipes, a strong focus on hand hygiene for all users, as well as following up-to-date guidance from government bodies and health authorities.
    • Q: Can people catch the Coronavirus from any surface?

      A: According to the World Health Organization, the virus spreads from person-to-person via small droplets from the nose or mouth. These droplets spread when a person with COVID-19 coughs or exhales. The droplets can land on objects and surfaces, which a person may then touch, resulting in the possible transmission of COVID-19 if that person then touches their eyes, nose or mouth. To learn more about coronavirus (COVID-19), see the World Health Organisation guidelines
    • Q: What is the best way to clean my Waterlogic machine?

      A: We advise regular dispenser cleaning and sanitising with disinfectant spray or wipes, a strong focus on hand hygiene for all users, as well as following up-to-date guidance from government bodies and health authorities. Focus on the dispensing area, paddles and buttons.

    Have any other questions?

    We’ll keep in touch as best we can if things change and post updates here. If you have any other questions about how our services may be impacted by the COIVD-19 outbreak please contact us directly using the details below and we'll to our best to help.

    Email: service@waterlogic.net.au
    Phone Number: 1300 88 14 14

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