Frequently Asked Questions

I can't find a test that addresses what I need, do you provide specialised testing services?

Yes. If there is something you are looking for which is not covered on the Request for Testing Form ( PDF, 0.13 MB ), please contact us directly.

I can't get to Cairns to pick up a sample container, how can I get one?

We can post the bottles out for a fee or you can select to use your preferred courier service. Simply select this option in your Request for Testing Form ( PDF, 0.13 MB ).

Can I use a specific courier?

Different courier services service different areas of the Far North. We do not provide courier prices for you. We are able to use your preferred courier if you select this option in the Request for Testing Form ( PDF, 0.13 MB ) (Courier cost is covered by the customer).

Can I use my own sample container?

No. You can only use the containers we provide as they are test specific and in some cases have been sterilised to ensure tests are not compromised.

What is a Chain of Custody form?

A form that documents the date, time and method of the sampling process. This form is included with your sample bottles and must be filled out, signed and dated and returned with the collected sample.

What if I can’t drop off my sample in the specified time?

Your sample may be compromised and we cannot guarantee the result. We would advise you to take another sample and drop it off within the specified time frame. If you require another test specific sample container, please contact the Lab on (07) 4044 8344.

I don’t have an email address, how can I receive my results?

Please contact the Lab on (07) 4044 8344 and speak with one of our friendly staff.

I want to change my postal or email address but I’ve already submitted my Request for Testing Form, how can I do this?

Please contact the Lab on (07) 4044 8344 and speak with one of our friendly staff.

How do I pay for my test?

You can pay for your test online, over the phone or in person at the Laboratory Services building or at a Council Customer Service Centre. Results will not be released until payment has been received – this may take up to 24 hours (with exceptions on weekends).

How long will it take for my test results?

Containers are ready for collection or distribution within 1 (one) business day of the Request for Testing Form being received (exceptions for Weekends). Once the sample has been tested, it typically takes 10 business days for results to be issued.

Will I be notified when my test results are ready?

When your results are ready, they will be emailed to the nominated email provided on the Request for Testing Form. This will be the only notification you will receive. If you have not received them within 10 business days of submitting your sample, please contact the Lab.

What do the test results mean?

If you would like help understanding your test results, please contact the Lab on (07) 4044 8344.

What if I don’t pay my bill on time?

If payment is not received by the due date, the testing will be cancelled and the sample discarded.

Where can I find more information on Australian Drinking Water Guidelines?

Learn more at the National Health and Medical Research Council website.

Where can I find more information on Swimming Pool and Spa Guidelines?

Learn more about the Swimming Pool and Spa Guidelines.

Where can I find more information on Freshcare?

Learn more at the Freshcare website

What is NATA?

National Association of Testing Authorities (NATA) is the national accreditation body for Australia. Our accreditation is split under chemical and microbiology. Learn more about our NATA accreditation.

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Last updated: 20 November 2020