Guide to the Tandex Remote Testing Program

The Tandex Remote Testing Program is designed to help monitor water chemistry without frequent on-site service visits. By combining customer-collected samples with laboratory analysis and technical review, systems can continue to operate with professional oversight while keeping the service practical.

Sites participating in the Remote Testing Program collect water samples at agreed intervals and send them to our laboratory for analysis. Once the samples are received, the results are reviewed by a Tandex technician to assess system condition and determine whether any adjustments to treatment or operation may be required.

This guide explains how the Remote Testing Program works and outlines the steps involved in collecting and submitting samples. It also outlines what to expect once your sample has been received, how to read the analysis report, and how to contact the Tandex team for assistance or additional treatment chemicals.

How the Remote Testing Program Works

At the agreed sampling intervals, we will post a Remote Testing pack to you. Once the pack is received, a water sample should be collected from the system and transferred to the sample bottle provided. The sample is then sent to the Tandex laboratory for analysis. After it arrives, the sample is logged and tested to measure key water quality parameters.

Once testing is complete, the results are reviewed by a Tandex service technician. A water analysis report is then issued to the site, including any technician comments or recommendations where necessary.

The following sections explain each step of the Remote Testing Program in more detail.

What You Will Receive in Your Remote Testing Pack

Each Remote Testing pack contains the materials needed to package and return your water sample to the Tandex laboratory for analysis. Depending on your program, the pack may include:
• Pre-labelled sample bottle(s) for returning the water sample
• A sample submission form
• Packaging materials for safely transporting the sample
• A prepaid satchel for sending the sample to the laboratory

These materials ensure that samples can be clearly identified, transported safely, and processed efficiently once they arrive at the laboratory.

Collecting and Sending Your Water Sample

Sampling methods vary slightly depending on the type of system being tested. The instructions below outline how to collect samples from the different systems that may be included in the Remote Testing Program. If your site operates more than one system, please collect a separate sample for each system and ensure it is placed into the correctly labelled bottle before it is returned to the laboratory.

Select the instructions relevant to your system and follow the steps carefully to ensure the sample is suitable for analysis.

Boiler water samples should be taken while the boiler is operating and under pressure. The preferred sampling point is typically located on the line leading from the sight glass to the drain.

Due to the high temperature of boiler water, sampling should be carried out using safety glasses and gloves. A 250 ml plastic measuring jug with a handle should be used to collect the sample.

  1. Open and close the sight glass drain valve a couple of times to flush the line.
  2. Open the sample point valve.
  3. Position the 250 mL measuring jug under the end of the pipe connected to the sample point valve.
  4. Slowly open the drain valve until steam and water begin flowing from the sample point.
  5. Collect the sample.
  6. Close all valves starting with the drain valve, then the sample point valve.
  7. Allow the water in the jug to cool for approximately 5–10 minutes.
  8. Remove the appropriately labelled black sample bottle from the foam container.
  9. Carefully transfer the cooled water sample from the jug into the sample bottle.
  10. Write the sample date on the bottle label.
  11. Secure the lid with sticky tape.
  12. Return the labelled bottle to the foam container.

Closed loop water samples should be taken from the system sampling point while the system is operating and circulating normally. The preferred sampling point is typically located on the return line or at a designated system sampling valve.

Avoid taking samples immediately after chemical dosing or when the system has been shut down, as this may not represent normal system conditions.

  1. Locate the designated sampling point on the closed loop system.
  2. Open the sampling valve and allow water to run briefly to flush the line.
  3. Using a clean container such as a small plastic jug, collect a water sample from the sampling point.
  4. Close the sampling valve once the sample has been collected.
  5. Allow the sample to cool if the system temperature is elevated.
  6. Remove the appropriately labelled black sample bottle from the foam container.
  7. Carefully transfer the cooled water sample from the jug into the sample bottle.
  8. Write the sample date on the bottle label.
  9. Secure the lid with sticky tape.
  10. Return the labelled bottle to the foam container.

Water softener samples should be taken from a sampling point located downstream of the softener so that the treated water leaving the unit can be tested.

Sampling should be carried out while the system is operating normally. Do not take samples while the softener is in regeneration, as this will not represent normal system operation.

  1. Locate the sampling point on the downstream side of the softener.
  2. Open the sampling valve and allow water to run briefly to flush the line.
  3. Using a clean container such as a small plastic jug, collect a water sample from the sampling point.
  4. Close the sampling valve once the sample has been collected.
  5. Remove the appropriately labelled black sample bottle from the foam container.
  6. Carefully transfer the cooled water sample from the jug into the sample bottle.
  7. Write the sample date on the bottle label.
  8. Secure the lid with sticky tape.
  9. Return the labelled bottle to the foam container.

Condensate samples should be taken from a sample tap located on the condensate return line. This allows the returned condensate to be tested before it mixes with the feedwater in the tank. Samples should not be taken from the feedwater tank, as treatment chemicals are often dosed to the tank and may affect the test results.

Condensate is typically hot, so appropriate personal protective equipment (PPE) such as gloves and safety glasses should be worn when collecting samples.

  1. Locate the designated sampling point on the condensate return line.
  2. Open the sampling valve and allow the line to run briefly to flush the sample point.
  3. Using a clean container such as a small plastic jug, collect a condensate sample from the sampling point.
  4. Close the sampling valve once the sample has been collected.
  5. Allow the sample to cool for 5-10 minutes.
  6. Remove the appropriately labelled black sample bottle from the foam container.
  7. Carefully transfer the cooled water sample from the jug into the sample bottle.
  8. Write the sample date on the bottle label.
  9. Secure the lid with sticky tape.
  10. Return the labelled bottle to the foam container.

Once all samples have been collected, the sample submission form must be completed and returned with the samples. Providing accurate information on this form helps our technicians interpret the test results and provide appropriate recommendations where required.

The following information should be completed on all submission forms:
• System ID / Name – identify the system the sample was taken from (for example Boiler 1, CHW Loop, Softener 2). Providing clear system identification is particularly important where multiple systems are operating on site.
• Number of samples enclosed – the total number of samples included in the package.
• Date sampled – the date the sample was taken.
• Email report to – the email address or addresses where the test report should be sent.
• Comments – any relevant notes about the system or operating conditions at the time of sampling.

For boiler samples, the submission form also includes several additional fields that should be completed:
• Blowdown frequency and duration
• Pump speed setting
• Chemical mix

These details allow our technicians to assess the test results alongside the current operating conditions of the boiler, helping ensure any recommendations are based on both the water analysis and the treatment settings currently being used on site.

Sending the Sample to the Laboratory

Once the samples have been transferred to the sample bottles, the bottles sealed, and the submission form completed, the samples can be prepared for return to the Tandex laboratory.

Place the sample bottles back into the foam container and ensure the completed submission form is included. The foam container and submission form should then be placed inside the prepaid satchel provided in the Remote Testing pack. Seal the satchel and lodge it at any Australia Post outlet for delivery to the Tandex laboratory.

Understanding Your Water Analysis Report

Once your sample has been analysed, a water analysis report will be issued via email. The report summarises the results of laboratory testing for the sampled system, including key water quality parameters and the target operating ranges used to assess system condition.

Technician observations and recommendations are provided in the Comments section of the report. This section outlines the technician’s interpretation of the results and any actions that may be required to maintain correct system operation. For boiler systems, the report also includes a Current Settings & Recommended Changes table. This compares the operating settings provided on the submission form with any recommended adjustments based on the laboratory results.

If more than one sample has been submitted, the results for each system will appear sequentially within the same report.

During the review process, a member of the Tandex service team may contact you to discuss the results or clarify system operating conditions before the report is finalised.

Ordering Treatment Chemicals

Remote Testing Program customers are responsible for maintaining the chemical levels within their systems between testing intervals. If additional treatment chemicals are required, orders can be placed through the Chemical Order page on our website. This is the quickest and most efficient way to place an order, as it captures all of the information required for processing without the need for follow-up emails or calls.

When placing an order using this web form, you will be asked to provide your contact details, the delivery address, the required chemicals, and the quantities needed. The form also allows you to add additional information about the order in the comments section, and photos of chemical drums or product labels can also be uploaded if required.

Orders can also be placed by contacting the Tandex office directly, however, the online order form is recommended wherever possible.

Need Assistance?

If you have any questions while participating in the Remote Testing Program, the Tandex team is available to assist. Please contact us if you are unsure where to collect a sample, if any items are missing from your Remote Testing pack, or if you have questions about the results provided in your water analysis report.

Our technicians can also assist if you would like clarification on any comments or recommendations included in your report, or if you notice unusual system conditions and would like advice on maintaining your system between testing intervals.

The Tandex Remote Testing Program provides a practical way to maintain regular system monitoring and professional oversight when routine on-site servicing is not required or not suitable.

The Tandex Remote Testing Program provides a practical way to maintain regular system monitoring and professional oversight when routine on-site servicing is not required or not suitable.