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CONTACT US

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Our team is here to help with product advice, orders, spare parts and service bookings. Call, email or drop into one of our offices across Australia.

Head Office

Billi Australia Pty Ltd
21-35 Radford Rd
Reservoir VIC 3073, Australia

Postal Address

Billi Australia Pty Ltd
PO Box 464
Reservoir VIC 3073

OUR LOCATIONS

Offices Across Australia

New South Wales

Billi Australia – New South Wales
5 Salisbury Rd,
Castle Hill NSW 2154

Queensland

Billi Australia – Queensland
Unit 3/115 Robinson Rd,
Geebung QLD 4034

Western Australia

CURRENTLY MOVING
Billi Australia – Western Australia
Unit 1/9 Profit Pass,
Wangara WA 6065

South Australia

Billi Australia – South Australia
3/4 Barrpowell St,
Welland SA 5007

FAQ's

How can I find out what model of unit I have?

The model and serial number are displayed on the silver identification plaque located on the inner sidewall of the case, to the left of the filter. For Billi OmniOne units, the model information is located inside the door.

We request the serial number for all bookings, as it allows us to access the unit’s service history, site details, contact information, and any other relevant records. Most importantly, it ensures that our technician can correctly identify the unit, especially on sites with multiple systems installed.

The model and serial number can be found on the silver identification plaque located on the inner sidewall of the case, to the left of the filter. For Quadra units, the model information is displayed on the screen. For OmniOne units, the serial number can be found under the ‘Info’ section on the screen.

How quickly can you send a service technician?

Response times can vary depending on current workloads. Please contact our Customer Care team on 1800 812 321, and they will provide you with the most accurate estimated time of arrival.

Our units are complex machines, and repairs should only be carried out by appropriately trained professionals. Attempting to service the unit without the necessary expertise may result in unintentional damage to the equipment, personal injury, or both.

Local regulations also require that plumbing work be performed exclusively by licensed plumbers. In addition, we strongly recommend using qualified Billi technicians or certified Billi service agents for the installation or repair of our units to ensure safety, compliance, and optimal performance.

There are several key factors that influence wear and tear, and therefore the overall lifespan of your Billi unit. If the following conditions have been met (including but not limited to):

· Filters have been replaced as required
(minimum every 12 months for residential units and every 6 months for commercial units)
· The unit has been installed and commissioned in accordance with Billi’s requirements
· The unit has not been exposed to abnormal operating conditions, such as excessive heat, moisture, or poor local water quality
· The unit has been correctly specified for the site’s usage, ensuring it is not undersized for the required demand

When these conditions are met, there is no reason the unit should not operate reliably for 6 to 8 years or longer.

Troubleshooting Guide

Series 3 – Eco, Sahara, Alpine

1. Ensure the water supply to the unit is turned on.
2. Reset the power at the power point.
3. If the issue persists, remove the front panel of the unit.
4. If the yellow filter change light is flashing, a filter replacement is required.
5. Check whether a red fault light is illuminated on the front of the unit.
6. If a fault light is present, hold down both levers simultaneously and record the fault code displayed on the tap:
   · The code consists of red flashes, followed by blue or green flashes.
   · The sequence will repeat while the levers are held down.
7. Record the serial number and model number of the unit.
8. If no fault light is present, note the lights currently displayed on the tap.
9. Contact Billi Customer Care for further assistance or to book a service technician:
https://www.billi.com.au/customercare/book-a-service-call/
Provide the fault code (if applicable), serial number, model number, site contact details, and the unit’s location.

Quadra Units

1. Ensure the water supply to the unit is turned on.
2. Reset the power at the power point.
3. Confirm that the time and date settings are correct.
4. Check the mode setting displayed on the bottom line of the screen:
   · The unit should ideally be set to LOCKED ON or TIMESWITCH ON.
   · If set to TIMESWITCH ON, ensure the on/off times and days are correctly programmed to suit usage.
   · If the display shows Filter Due or Filter Overdue, proceed to Step 6.
   · If the display shows a Fault, proceed to Step 7.
5. If the unit mode needs to be changed, please contact our Support Team for guidance.
6. If the display shows Filter Due or Filter Overdue, a filter change is required. Replace the filter or book a service as needed.
7. Any active faults will appear on the bottom line of the display. Record the fault code.
8. Record the serial number and model number of the unit.
9. Book a service technician via:
https://www.billi.com.au/customercare/book-a-service-call/
Provide the fault information, serial number, model number, site contact details, and the unit’s location.

OmniOne

1. Ensure the water supply to the unit is turned on.
2. Reset the power at the power point.
3. Confirm that the time and date settings are correct.
4. Check the mode setting displayed on the bottom line of the screen:
   · The unit should display System Ready.
   · If any other status appears, the unit has detected a fault and will display the fault information on the screen.
5. Record any active fault codes shown on the bottom line of the display.
6. Record the unit’s serial number and model number.
7. Book a service technician via:
https://www.billi.com.au/customercare/book-a-service-call/
Provide the fault details, serial number, model number, site contact information, and the unit’s location.

Yes. You should turn off the main water supply to prevent further leakage. It is also recommended that you switch off the power to the unit as a precaution.

TBC

Series 3 Units – Standby Mode

If your Series 3 unit is in Standby Mode, you can deactivate it by following the steps below.

Accessing the Enabled Features Menu
1. Turn on the unit and allow it to reach normal operating mode.
2. Press and hold both the Hot and Cold levers.
3. While holding the levers down, press and hold the safety switch for 3 seconds until the display changes to yellow.
4. Release the safety switch and both levers.

The tap display will now show the current enabled features for XL/XT/XR taps.

Feature Indicators
· Red Icon Off – Hot tap disabled; boiler disabled
· Padlock Icon On – Hot tap child safety lock enabled
· Red Icon On – Hot tap always enabled; no child lock
· Green Leaf On – Economy power mode active; self-learning timer enabled
· Green Moon & Stars On – Standby mode enabled; unit enters standby after 2 hours
· Green Icon On – System always active; no power-saving features enabled

Adjusting Settings
Press and release either the Hot or Cold lever (or the touch pads on XT/XR models) to cycle through the available options. Once you have selected your preferred settings, press the safety switch to save the changes and return the unit to normal operation.

Your Billi Quadra and OmniOne with XL are equipped with an energy-saving time switch designed to enhance efficiency and reduce power consumption. This feature allows the unit to automatically switch ON and OFF at your chosen times, with the option to activate or deactivate individual days as required.

A green lightning bolt icon will appear when the time switch mode is active. For detailed instructions on adjusting these settings, please refer to the user guide supplied with your unit.

For XL, XT, and XR taps, a flashing Red or Blue light indicates that the system is actively adjusting the water temperature. A flashing Red light signifies that the water is heating, while a flashing Blue light indicates that the water is chilling.

This may be caused by a number of factors. To identify the issue and receive the appropriate support, please contact our Customer Care team.

https://www.billi.com.au/customercare/

This may be caused by a number of factors. To identify the issue and receive the appropriate support, please contact our Customer Care team.

https://www.billi.com.au/customercare/

What is the warranty period?

Billi Water Filtration Systems

· Warranty valid for three years from the date of manufacture,
OR
· Three years from the date of purchase, provided valid proof of purchase is supplied,
OR
· Three years from installation or occupancy, provided installation or occupancy occurs within one year of purchase.

Bubblers and Sensor Taps
· Warranty valid for 12 months from the date of manufacture,
OR
· 12 months from the date of purchase, provided valid proof of purchase is supplied,
OR
· 12 months from installation or occupancy, provided installation or occupancy occurs within one year of purchase.

We Accept Any of the Following as Verification
· Letter of occupancy or occupancy certificate
· Plumber installation certificate
· Proof of purchase from the merchant (receipt)
· Installation date recorded by Billi

Where can I purchase a replacement CO2 bottle?

You can purchase CO₂ bottles through our online shop. The required part number can be found on the front of your filter or printed directly on the CO₂ bottle. A QR code is also available, which will take you straight to the Support page.

CO₂ Cylinders: https://www.billi.com.au/products/co2-cylinders/

This is most commonly caused by the CO₂ canister being depleted through regular use. Check the CO₂ gauge located on top of the connected bottle. If the gauge pin is indicating at, or close to, zero, the CO₂ canister will need to be replaced.

Replacement CO₂ canisters can be purchased through our online store https://www.billi.com.au/products/co2-cylinders/ or from an authorised Billi merchant. The part number for the correct replacement can be found on your current CO₂ bottle.

Instructions for changing your CO₂ canister are provided in your user manual, and a copy is also included with every new CO₂ canister purchase. You can also view a step-by-step instructional video on how to replace the canister here:
https://youtu.be/AgdM3SJWVf4

Best practice is to contact your local area governing body for disposal requirements as these can vary from area to area.

This may be caused by a number of factors. To identify the issue and receive the appropriate support, please contact our Customer Care team.

https://www.billi.com.au/customercare/

The optimal setting for your Sparkling water unit is between 4 & 5 on the thermostat dial.

TBC

The ideal CO₂ pressure depends on your preferred level of carbonation; however, the regulator should never be set above 5 bar. Most users find that 4 bar provides a balanced level of carbonation.

For the OmniOne unit specifically, the pressure should not exceed 3 bar.

First, check your gas supply, as you may simply be out of CO₂.

Next, ensure your system is set to a cool or cold temperature. CO₂ dissolves far more effectively at lower temperatures, so you’ll achieve better carbonation if the water is properly chilled.

Finally—and this is often the underlying cause—the sparkling water itself may be perfectly carbonated. In many cases, the glassware prevents proper nucleation, which is what creates visible bubbles.

Common household and commercial detergents, residual oils, and certain types of glassware can inhibit this effect. Even though the water is fully carbonated, it may appear flat due to the glass surface. (This is the same reason many high-end champagne flutes have a small etched mark at the base—to encourage nucleation and enhance the sparkle.)

Where can I purchase a replacement filter?

You can purchase replacement filters from our online shop. The part number you need is printed on the front of your filter. You can also scan the QR code on the unit, which will take you directly to the Support page.

Filters: www.billi.com.au/products/filters/

While our units are covered under a warranty period, consumable items are not included. This applies to all filters fitted to our systems, as the quality of the incoming water supply can vary and is outside of Billi’s control. Filters must be replaced regularly to ensure the water filtration system continues to operate effectively and maintain optimal performance.

Filters naturally accumulate organic material during normal operation, which can promote the formation of biofilm within the filtration media. To maintain system performance, water quality, and hygiene, filters must be replaced at least every 6-12 months, regardless of usage levels. In some environments, particularly where local water conditions are variable or of lower quality, more frequent replacement may be required to ensure optimal filtration efficiency.

Instructions for changing the filter on your Billi unit can be found in your user manual, and a copy is also included with every new filter purchase. You can also access our “How To” videos on the Support page of our website.

To change the filter, begin by turning off the water supply.
· For OmniOne units, select Change Filter in the system settings.
· For Quadra units, switch the unit into Change Filter Mode via the settings menu.
· For all other Billi models, press the filter-release button located on the side of the unit.

Once the unit is prepared, simply shim, swing, and pull the existing filter out, then install the new filter provided.

A reduced cold-water flow may indicate wear and tear on an internal component responsible for regulating water delivery. To ensure the issue is properly diagnosed and resolved, please contact our Customer Care team to arrange a service appointment. https://www.billi.com.au/customercare/book-a-service-call/

We are currently developing a recycling program for used filters. In the meantime, the best practice is to contact your local governing authority for guidance on disposal requirements, as regulations can vary between regions.

Do you have service plans?

Yes, and it’s an excellent way to help maximise the longevity of your unit.

A service plan provides peace of mind, ensuring that our trained technicians attend at predetermined intervals to replace your filters and carry out a full health check on your unit. With a Silver Level Plan or higher, you can be confident your system is being properly maintained.

Explore the benefits of our service plans here: https://www.billi.com.au/billicare-service-plans/