Couple takes Unitywater to court to fight water bill

Bob and Lorraine Roberts received a Unitywater bill for $3000.

A Nambour couple is taking Unitywater to court over a water bill that was ten times the normal amount.

Bob and Lorraine Roberts said their last water bill from May rose from the usual $300 to $3000 — or about 680,000 litres of water.

“Unity water says we must have left a garden hose turned on,” said Bob. “But we had a leak detector check, and there were no leaks in the system at all. Our plumber calculated that the volume of water we have supposedly used (680,000 litres) would have to have poured out of a tap for three and a half to four and a half weeks — full on day and night — to deliver so much water.”

Bob said it was inconceivable that they would not have noticed such a flow. 

“There have been no signs of erosion or abundance of growth in the only area such a hose lies,” he said. 

“Besides, it is on the bank just by our bedroom window and water would have flowed to our back door. We may even have heard it flowing.”

Bob said he questioned the bill and asked Unity water several times to visit their home and discuss the situation “and convince us that such a flow could have occurred”.

“Unitywater have refused to do that and have been insultingly arrogant. We are aged pensioners, long standing customers and have lived here for nearly 40 years.”

“They just say ‘that is what the meter says and you must pay’.

Bob said Unity Water have refused to disclose any information about similar cases in the area or of any work on the supply line, that might have caused a surge. The meter is mechanical and does not have a surge protector fitted.

“I have found part of an article reporting a similar case — bill 10 times the usual amount — that was in our Rosemount area. That was 10 years ago and the then-boss of Unitywater admitted that meter readings were not always correct and errors did occur in billing. At the time of that case there were 180 customers questioning their water bills from Unity Water!” 

‘They have all the power to exploit vulnerable customers, especially the elderly and infirm. This is a very stressful business for us.’

The matter has now escalated to the Queensland Civil and Administrative Tribunal (QCAT) and the case comes up on December 8 at the Maroochydore Magistrate’s Court.

 “We have taken the matter to the QCAT level on principal,” said Bob. “We want more transparency and honesty from a company that is a monopoly and has to please share holders. They preach they are ‘customer oriented’ and yet they do this. They have all the power to exploit vulnerable customers, especially the elderly and infirm. This is a very stressful business for us.”

Bob said he would like to hear from anyone who has experienced, or is currently having, a billing dispute with Unitywater. Contact Bob and Lorraine at robertsbob@optusnet.com.au.