FAQ


Do the replacement filters fit under sink, boat or caravan systems?
No. The replacement filters we sell specifically fit the WaterGuard or FilterMate Whole House Systems. There may be some cases where our filters fit another brand or style of system but we cannot guarantee they are the same composition. The dimensions of the filter cartridges are approximately 250mm high x 115mm wide. There is a small variance between the individual filters.
I've lost my instruction manual and / or installation and service manual
To ensure we provide you with the correct one, either call or email us and we will happily email it to you. If you are not sure which system you have, include a photo of the system and approximate purchase date and we will identify it for you.
The below guides on system maintenance are available:

>> Changing filters

>> Changing lamp, quartz sleeve and seals

>> Digital ballast information

The ballast is beeping and / or showing an error code
There are a number of reasons why the ballast will alarm, but the most common is the globe is due to be replaced (error code A3) . The ballast on your system has a count down timer from either 550 or 365 days depending on the system. Once the days run out, the ballast alarm will sound to indicate the globe is no longer working at optimum levels and needs to be replaced. The alarm can be silenced until you install a new globe by following the instructions on the ballast itself. Note the globe will still be working during this time so the system will still be functional. 
If your ballast is alarming for another reason, turn the power off, disconnect the cable that attaches to the lamp, then reconnect to ensure that is has not worked its way loose, then turn the power back on. If the globe is working, there should be a dull blue light emanating from the UV chamber where the globe slides in (note do not remove the globe whilst the system is connected to power). If the globe is not working it may have failed for other reasons. To protect against power surges, your warranty conditions require a surge protector to be fitted where the system plugs into the powerpoint (this is not an RCD).
Do you ship anywhere in Australia?
We ship to most destinations in Australia. Whole house systems are sent by courier at a flat shipping rate, however some remote areas may not be covered by our flat rate. Consumables and replacement parts are sent by Australia Post.
How long do the filters and UV globes last, and what do they cost to replace?

Filter life varies according to water quality, water quantity, and frequency / standard of your filter cleaning regime. A filter maintenance guide is contained in the manual, but budget on 2-3 sets of filters per annum. Usually the first indication that filters need replacing is a noticable drop in water pressure in your house. The UV globe typically has a life of 12-18 months but should be replaced annually. The ballast on your system has a count down timer from either 550 or 365 days depending on the system. Once the days run out, the ballast alarm will sound to indicate the globe is no longer working at optimum levels and needs to be replaced. The alarm can be silenced until you install a new globe by following the instructions on the ballast itself.

Replacement Filter Cartridges and UV Globes are available to order online from our website.

Tip: Carry a spare "first filter", (the 5 micron Pleated Pre Filter), and swop this at each cleaning inspection. This gets your system back on line quickly, and you can clean the removed filter at your leisure.

I see your Whole House Water Filter System come in different models. How do I choose for my situation?

Have a look at the Models page - the domestic water filters come in three types:

  • A low priced option (without UV) for tank water filtration, and for town supply water users who wish to remove chlorine from their drinking, shower, clothes washing, and cooking water supplies
  • 2 Residential Models

The difference between the models in the Residential range is simply the flow rate supported and the ability to add optional items. To ascertain the correct flow rate, the easist way is to check the flow rate of your pump.

Where can I buy the consumables, ie replacement filter cartridges, globes, seals etc? 
All consumables (plus any spare parts) for both the WaterGuard and Filtermate systems can be purchased either through our website (see 'Shop by Category' on the left) using our secure payment system or by phoning us directly. Note that your warranty will be voided if you use consumables or spare parts purchased from another source.

If you wish to purchase more than one item, you can add items to your shopping basket and once you are done identifying all the items you need, you can view the items in your shopping basket and proceed towards checkout and payment.

The Farmmate and Ranchmate systems look to be quite powerful; do they require 3 phase power?
The systems run on conventional single phase power and plug into a regular 10Amp power socket. We do strongly recommend that a surge protector is fitted as the UV lamps are sensitive to power fluctuations. Note also that if a pump is used it must not be plugged into the same power outlet as this can cause power surges. (UV lamp only uses approximate equivalent power to a strong light globe.)
What is the difference between your activated carbon block filters and granular carbon filters?
Our block filters contain activated carbon as highly ground particles offering both a greater surface area and longer water exposure time for superior absorption of toxins and odours.

Granular carbon filters are made up of coarser particles, and some actually allow water to set up a passage of least resistance through them (a water track), such that the granular carbon is less able to do its normal efficient job of absorption of water contaminants

I wish to install the Filtermate or Waterguard Whole House Water Filter Systems myself, is this possible?
Full installation instructions are contained in each Water Filtration System pack, and our outlet and inlet valves are standard 1" (25mm).

However, we recommend using a licensed plumber who can supply the hose connectors / additional piping to suit your own water line, which may be typically 1", 1 1/4", or 3/4".

Any tips for filter removal for cleaning or replacement?
  • Turn off your water supply, and press the red button on top of the filter housing to reduce the pressure in the system - and stop you getting wet! The enclosed filter wrench easily turns the filter housing, and then unscrew by hand.
  • Remove the filter, clean / or replace, and insert back in the housing.
  • Check the O Ring is seated neatly in its groove, screw up the filter housing, and turn water back on.
(These Instructions are in your Manual) Remember to remove the plastic wrapping from replacement filters before use!
I have a problem screwing back the filter casing evenly, what should I do?
Take out the O Ring, clean it and clean the groove it sits in. Apply petroleum jelly or Vaseline to the O Ring and the groove; carefully refit the O Ring and the cartridge casing will screw back easily into place

Will the Filtermate and Water Guard filtration systems reduce the Fluoride added to my town supply water?
Our standard 3 stage filtration system will certainly reduce the fluoride levels in town water by variable amounts according to individual circumstances, but not to the 99%+ removal possible with the likes of chlorine.

However, you could maximise the removal of fluoride by using two activated carbon filters in your system, substituting your Pleated Pre-Filter with a second activated carbon block filter

What maximum safe water pressure do Filtermate Residential Filter Systems operate with?
A pressure regulator, (Pressure Reducing Valve), set below 70psi (488kPa), must be installed before the filter housings for water pressure exceeding 70psi.

 

Filtermate

Phone +61 (8) 9335 7361
Fax +61 (8) 9335 4819
Email [email protected]

Postal Address
PO Box 402
Cottesloe WA 6911

Office Address (inspections by appointment)
Unit 5, 21 McCabe Street
North Fremantle WA 6159

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