FAQs: credit card payment form changes

Credit card transactions surcharge

A surcharge (0.44% for MasterCard and 0.36% for Visa) will be added to the total payable amount when using the credit option on a MasterCard or Visa (credit card or debit card).
Unitywater incurs fees from our financial institutions when customers choose to pay for services using the credit option when using a debit card or credit card.

This table provides examples of the 0.44% surcharge.

Product amount

Surcharge amount



















Additional information

Is the surcharge included in the transaction amount or as an additional amount?
The credit card surcharge is applied on top of your transaction when you select ‘credit’ as your method of payment.

Why is the credit card surcharge being implemented?
The department is charged fees by financial institutions when customers pay using the credit option.
It has become standard business practice elsewhere in government and industry that customers who choose to pay for services using the credit option incur a surcharge.

What Unitywater products incur the credit card surcharge?
The credit card surcharge applies to all Sundry accounts over $1000 when paid using a credit option. Some of these include development service fees.

How can I avoid paying the credit card surcharge?
There are many other ways to pay for your transactions such as paying by My Account, Cash, EFTPOS (savings and cheque account), Cheque and BPAY.

Will the credit card surcharge be applied forever?
The credit card surcharge will apply for as long as there are these costs associated with credit facilities.

Will the amount increase, if so how much?
The credit card surcharge may increase in line with business costs associated with credit transactions.

Why do I have to pay when other government departments don’t charge?
Other government jurisdictions do pass on these fees. The department incurs a high cost of credit card merchant fees due to the large volume of payments. The decision to surcharge for our products was made in line with current government priorities, aiming to reduce costs to the government.

What is the department going to do with money collected?
The money collected is offsetting the fees charged by financial institutions.

What is changing with our forms?
We have updated our forms to remove the sections that ask you to write down your credit card details when selecting this payment option.
These sections have been replaced with a request for your contact details so that we can safely source your credit card information over a secure phone line.

Why have we changed this process?
There are strict rules around credit card processing and Unitywater must comply with the Payment Card Industry Data Security Standard (PCI DSS). This particular change has been made to further protect our customers’ credit card information, reduce the risk of potential fraud or theft and to enhance our compliance with industry data security standards.It means we will not store, receive or electronically transfer any of our customers’ credit card details. This reduces the risk of this sensitive information being intercepted and used for fraudulent purposes.

When will I be contacted on the phone?
As soon as possible after we receive your form. For the majority of customers, this will be within seven days of receiving your form. For some other development services forms, this timeframe may be longer.

How can I be sure that my credit card details are safe over the phone?
Unitywater has installed secure phone lines especially for these types of calls to customers. Processing a credit card payment over a secure phone line means these card details are not recorded in writing anywhere. The staff member processing the payment will not write them down, but will only enter them into a payment machine.

How can I be sure it is Unitywater calling me?
The staff member will introduce themselves as being from Unitywater and complete the transaction while you are on the line.
You can check your credit card statement after completing the phone call. The transaction will be visible on your credit card account statement, showing as a pending transaction and clearly identifying UNITYWATER in the transaction detail.

Will I receive a receipt?
Yes. After we process your payment over the phone, we will ask you if you wish to receive the payment receipt by email or post.

Does this mean information previously sent in on written forms is not secure?
Unitywater has all the required security and data procedures in place to ensure we comply with the Information Privacy Act and to safely store and protect our customers’ personal information. This change further improves this security and provides another layer of protection for our customers.

What if I don’t want to pay using this method?
Alternative payment methods include:

• by cheque sent to PO Box 953, Caboolture QLD 4510 OR
• in person at Unitywater reception at either Ground Floor, 33 King St Caboolture or 6-10 Maud St Maroochydore.

You can also create a Sundry account which will enable you to use My Account to make online requests and payments for selected Unitywater services such as detailed infrastructure plans, search certificates and standard connections requests. Setting up a Sundry account takes just a few minutes. Please call our Customer Service team on 1300 086 489 to arrange this. More information about My Account here.

What if Unitywater cannot get me on the phone?
Staff will do their best to contact you. If we cannot reach you and you have voicemail, we will leave you a message with a number to call us back.

Why can’t I just email my credit card details?
This would create a record of these details that could be intercepted and misused. Data security standards state that using email to provide credit card details electronically is not in the best interests of the customer (unless special data encryption is used).

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