Plumbing and Electrical Call Out, Assessment & Emergency Attendance Policy
Partner Information Notice
This policy applies to all plumbing and electrical work requests submitted by our partners, including:
- Estate Agents
- Property Managers
- Landlords
- Body Corporates
- Rental Agencies
- Facilities Managers
- Maintenance Coordinators
- Property Owners and Representatives
The purpose of this policy is to provide complete transparency regarding call-out fees, emergency attendance, assessments, quotations, repairs, and billing procedures.
By understanding these terms before requesting attendance, partners can avoid delays, disputes, unpaid invoices, misunderstandings, and unnecessary administrative follow-ups.
Submission of a work request constitutes acceptance of this policy and all applicable charges.
Quick Policy Summary
Rate 1: Standard Call-Out Fee – R350
Applies when a technician attends a property to assess a plumbing or electrical issue and the quotation id declined
What Is Covered:
- Travel to and from the property
- Fuel and transportation costs
- Technician attendance
- Site inspection / visit
- Professional assessment
- Report preparation (where applicable)
- Quotation preparation and submission
What Is Not Covered:
- Repair work
- Labour to complete repairs
- Materials and replacement parts
- Emergency attendance
- Compliance certificates
- Additional site visits
- Specialist equipment
- Drain cleaning equipment
- Leak detection equipment
- Any repair work after assessment
The Call-out fee remains Payable if the Quotation is Not Approved.
Rate 2: Emergency Attendance – R650 Per Hour
Applies automatically to emergency plumbing and electrical situations requiring immediate attendance.
Examples Include:
Plumbing Emergencies
- Burst pipes
- Major water leaks
- Geyser failures, power tripping
- Sewer blockages
- No hot water
- Drain backups
- Flooding risks
- Water damage prevention
- Certificate of Compliance (COC) Inspection
Electrical Emergencies
- Complete power outages
- Repeated power tripping
- Distribution board failures
- Burning electrical smells
- Sparking outlets
- Exposed live wiring
- Electrical shock hazards
- Flickering Lights
- Certificate of Compliance (COC) Inspection
The emergency rate is charged per hour or part thereof and is not limited to a single hour.
Materials, replacement parts, equipment, and specialist services are charged separately.
Rate 3: Approved Repair Work
Once a quotation is approved, repair work will be charged according to the approved quotation and scope of work.
NB Final costs may vary if site conditions differ from those identified during the assessment.
Assessment, Report & Quotation Service
Our technicians provide professional assessment services to identify the reported issue and determine the most appropriate repair solution.
Our process generally includes:
Assessment
- Inspection of the reported fault
- Evaluation of safety risks
- Determining the job scope
Report
Where required, a report may be prepared detailing:
- Findings
- Observations
- Risks identified
- Recommended corrective actions
Quotation
A quotation may include:
- Labour costs
- Material costs
- Equipment requirements
- Additional services required
- Estimated repair scope
Work will only proceed once approval has been received unless emergency intervention is required to prevent injury, safety risks, or significant property damage.
Quotations Based on Photographs, Videos or Remote Information
To assist partners with faster decision-making, we may provide preliminary quotations based on:
- Photographs
- Videos
- WhatsApp messages
- Email descriptions
- Information supplied by tenants, landlords, agents, or property managers
These quotations are prepared using our professional experience, technical knowledge, and the information available at the time.
However, photographs and remote information do not always reveal the full extent of a problem.
As a result:
- Hidden defects may exist.
- Additional faults may be discovered.
- Access limitations may affect the work.
- Material quantities may change.
- Labour requirements may increase or decrease.
- Certain quoted items may not be required once onsite.
All quotations provided from photographs, videos, or remote information remain subject to onsite verification.
The final invoice may therefore include additions or deductions based on actual site conditions encountered during assessment or repair.
Where reasonably possible, material changes to the scope of work will be communicated before proceeding.
Emergency Plumbing Attendance
Certain plumbing situations require immediate attention to prevent further damage to property and infrastructure.
Emergency rates apply automatically to these situations.
Examples include:
- Burst pipes
- Major water leaks
- Flooding
- Geyser burst causing water damage
- Sewer overflows
- Blocked sewer systems
- Drainage failures affecting habitability
- Water entering electrical systems
- Structural damage caused by water leaks
- Situations where delaying attendance may increase repair costs
Emergency plumbing attendance is billed at R650 per hour or any part thereof.
Emergency Electrical Attendance
Certain electrical situations present immediate safety risks and require urgent attention.
Emergency rates apply automatically.
Examples include:
- Complete loss of power
- Partial power failure affecting critical circuits
- Repeated power tripping
- Distribution board faults
- Burning smells from electrical installations
- Sparking outlets or switches
- Exposed live conductors
- Electrical shock hazards
- Overheating breakers
- Electrical fire risks
- Dangerous electrical installations
Emergency electrical attendance is billed at R650 per hour or any part thereof.
Certificate of Compliance (COC) Assessments
COC assessments require professional inspection and evaluation of an electrical & plumbing installation.The
A COC assessment may include:
- Inspection of the installation
- Compliance evaluation
- Identification of defects
- Reporting
- Recommendations
- Quotation for remedial work
Please note:
A COC assessment does not automatically include the issuance of a Certificate of Compliance.
Any corrective work required to achieve compliance will be quoted separately.
A R650 call-out fee will only apply if a technician attends the property, performs the inspection, and the COC cannot be issued for any reason.
Simply put: If we inspect the installation and are able to issue the COC, no call-out fee is charged. If the COC cannot be issued for any reason, e.g., quotation to fix non-compliance is rejected, the R650 call-out fee becomes payable.
Why We Charge a Call-Out Fee
A common misconception is that costs are only incurred when repair work is approved.
In reality, significant costs are incurred from the moment a technician is dispatched.
These costs include:
- Qualified technician labour
- Travel time
- Fuel expenses
- Vehicle maintenance
- Insurance
- Administrative support
- Scheduling and dispatch services
- Assessment activities
- Reporting
- Quotation preparation
The current economic environment continues to place pressure on businesses through increasing:
- Fuel costs
- Labour costs
- Vehicle expenses
- Insurance premiums
- Equipment costs
- Compliance requirements
- General operating expenses
The call-out fee allows us to:
- Maintain rapid response times
- Retain qualified technicians
- Deliver accurate assessments
- Provide detailed quotations
- Maintain service quality
- Continue supporting our partners efficiently
- Ensure the long-term sustainability of our business
Without recovering these costs, the business would absorb expenses for every unapproved quotation, which is not commercially sustainable.
Partner Responsibilities
Before logging a job, partners should ensure:
- The owner, landlord, or responsible party is aware of the applicable charges.
- Approval authority has been confirmed.
- Emergencies are correctly identified.
- Contact details are accurate.
- Access arrangements are in place.
Failure to obtain approval from the relevant decision-maker does not invalidate applicable call-out charges.
Avoiding Delays, Disputes & Unpaid Invoices
To ensure smooth service delivery:
Before Attendance
- Confirm who is responsible for payment.
- Ensure property access is available.
- Confirm whether the situation is an emergency.
- Provide accurate information.
After Receiving a Quotation
- Approve or decline quotations promptly.
- Communicate budget limitations immediately.
- Provide written approval where possible.
Prompt communication helps avoid:
- Delays in repairs
- Additional attendance charges
- Tenant dissatisfaction
- Administrative disputes
- Unpaid invoices
- Unnecessary repeat visits
Our Commitment
We Assess. We Report. We Quote. We Get it Done
Our commitment is to provide professional plumbing and electrical services through transparent pricing, accurate assessments, detailed reporting, and practical repair solutions.
This policy has been established to protect all parties, create clear expectations, and ensure that our partners continue receiving responsive, reliable, and professional service.
Thank you for your continued partnership and support.
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