Please read this COVID-19 update on the measures that we are taking to enhance the safety of employees and customers of Waterlogic, Billi and Purezza.

COVID-19 FAQs

Q: Will Purezza remain open?

A: Yes. In order to continue to ensure our customers receive ongoing service and supply where deemed essential, we have implemented a core team across all our Service Centres nationwide. During this time, our operational priority will be to complete any urgent repairs and installations. Our Customer Service Team are currently operating as normal (remotely) should you have any any queries relating to your account. We are still available to answer calls, however, due to high call volumes you may also contact us via this online contact form or by email service@waterlogic.net.au.

Q: Can I still order a new dispenser?

A: Yes. The Purezza team is working tirelessly to make sure products are available when our customers need them. We are managing our supply chain to ensure that our customers remain unaffected by the situation. Please call us on 1300 792 673 to discuss your requirements and product availability.

Q: Will I experience a change in service?

A: Purezza 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 increased safety and hygiene protocols to decrease the risk of spreading COVID-19. Some of these measures are detailed in the question below.

Prior to any service being scheduled, Purezza will require confirmation that (1) your venue is open and accepting technicians onsite, and (2) there has been no confirmed COVID-19 cases onsite.

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. Our contact centre is open 8.30am-5.30pm (AEDT) but with reduced capacity, so please allow for possible disruption or delays. You can contact us via email us at service@waterlogic.net.au if you prefer.

Q: Will a Purezza engineer still carry out on-premises maintenance for our dispensers?

A: Yes. We continue to follow government advice when carrying out services onsite. Our operational priority will be to complete any urgent repairs and installations. We are taking every measure to keep employees and customers healthy and safe.

Prior to any service being scheduled, Purezza will require confirmation that (1) your venue is open and accepting technicians onsite, and (2) there has been no confirmed COVID-19 cases onsite.

We have instructed technicians to follow the below process:

  • 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 duration of site visit
  • Use provided sanitisation equipment to disinfect the dispenser on every visit
  • 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 is Purezza helping to prevent the spread of Coronavirus?

A: Purezza 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 Purezza is taking to upkeep our commitment to health and safety.

  • Personal Protection Equipment (P2 masks and gloves) and sanitisation products (antibacterial sprays and gels) have been made available to all staff.
  • These recommendations are being monitored regularly and the policy is subject to change as new developments occur.

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 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.

Q: How can Purezza 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: 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 Purezza 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, handles and buttons.

We highly recommend our sanitising spray, which is DAFF approved and safe for use in food areas.

Have any other questions?

We’ll keep in touch as best we can and if things change, we will 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 do our best to help.

Email: service@waterlogic.net.au
Phone Number: 1300 792 673