Complaints Policy

Home Assist Technologies (Pty) Ltd · Version 3

1. Purpose

Our mission at Home Assist is to provide the best possible customer service. We take all complaints seriously and strive to resolve them as quickly as possible. This Complaints Policy sets out what you should do if you have a complaint and what you can expect from us.

2. Scope

This policy is applicable to all Home Assist registered Service Providers, Technicians, homeowners, suppliers, brokers and insurers.

3. How to contact us

If you wish to submit a complaint about the service of a technician, please contact us on our hotline number 087 095 5231.

Alternatively you can submit your complaint by email to [email protected], copying [email protected], with the subject line Complaint [Claim Number].

4. Complaints procedure

This procedure will be followed in all instances of complaints except for those relating to the compliance of the work performed, as set out in clause 5.

• 4.1 When we receive your complaint, we will send you written confirmation that we have received it. If you do not receive written confirmation from our offices within 24 hours, please follow up.
• 4.2 As soon as the complaint is received by our offices we begin our investigation. This is likely to involve examining the claim record to establish the sequence of relevant events and related correspondence, and interviewing the relevant persons for clarification on the issue.
• 4.3 At all times Management is included in correspondence.
• 4.4 We will then revert to you and all other parties involved in the complaint by means of a resolution. This resolution will set out our findings and will include documentary evidence where applicable.

5. PIRB independent audit

In instances where the complaint relates to the compliance of the work performed with the national plumbing standards and/or by-laws, we will request that the Plumbing Industry Registration Board (“PIRB”), our regulatory body, conduct an independent audit of the work performed by the Service Provider.

Upon completion of their independent audit, where a compliance issue has been found, PIRB will issue a rectification notice to the Service Provider for the transgression to be addressed within a stipulated period.

If the Service Provider fails to address the transgression and does not lodge a formal dispute with PIRB, the Service Provider will be requested to appear before a Review Committee hearing, which could result in his or her licence being suspended.

6. Workmanship warranty process

• 6.1 The client or the plumber should report that they are not happy with the installation as soon as possible. Failure to do so could result in the workmanship warranty becoming invalid.
• 6.2 Home Assist records the report on a workmanship warranty form. Once the problem is clear, a workmanship warranty case is logged and provided to the Service Provider in writing and telephonically.
• 6.3 The Service Provider must return within 24 hours of notification to photograph the problem and report the solution or way forward to Home Assist.
• 6.4 Home Assist will reach an agreement with the client and the Service Provider to implement a remedy for the installation defect, or provide communication around the problem reported.
• 6.5 Home Assist will provide the terms and conditions of the one-year workmanship warranty, which include the following.
  • 6.5.1 If the customer does not want the same Service Provider back, they must first give Home Assist the opportunity to appoint a third-party Service Provider or an independent auditor (PIRB) to visit the home.
  • 6.5.2 Where a PIRB auditor is sent out, Home Assist requires a list of the allegations of installation non-compliance from the client. Home Assist staff will assist in this regard.
  • 6.5.3 Where the client does not allow Home Assist to return in any form and then takes steps to remedy the problem on their own, the workmanship warranty will no longer be in effect and neither the Service Provider nor Home Assist can be held responsible for any further costs or repairs incurred by the client.
  • 6.5.4 As a courtesy, Home Assist will consider compensation prior to the event if proper evidence is provided in the form of photographs. It is important to document all issues photographically and email them to Home Assist as the issues are found.
• 6.6 Where a third-party Service Provider is appointed by Home Assist, that Service Provider must, within 24 hours of notification, photograph and report on the problem from site and supply a written itemised quote for repairs.
• 6.7 Where a third-party Service Provider fulfils repairs, including compliance-related upgrades, these costs are for the original Service Provider’s account.
• 6.8 The initial Service Provider will cancel the certificate of compliance, as a new certificate comes into effect. Work already done may be used as an offset for repairs and remedies.
• 6.9 Home Assist reserves the right to take further legal action against any party who makes misrepresentations before, during or after the workmanship warranty process.

7. Turnaround times

• 7.1 Service Providers are required to attend to any complaint received by Home Assist, whether verbally or by email, in respect of any job performed, and must revert with an outcome and solution within one business day from the time we forward the complaint.
• 7.2 On our end, we commit to providing you with a resolution to your complaint within one week of submission. We believe most complaints can be resolved long before this, but this gives us sufficient time to conduct a proper investigation and obtain follow-up information where necessary.

We may record calls to help improve our service to you.

Home Assist is a trading name of Home Assist Technologies Proprietary Limited, registered in South Africa (No. 2016/243716/07). Registered office: 12 Uitvlugt Road, Pinelands, Cape Town, South Africa, 7405.

Email [email protected] or write to 12 Uitvlugt Road, Pinelands, Cape Town, South Africa, 7405.