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Consumer Complaints

We take our assessment procedures very seriously.  Our aim is to ensure installation work is done to the highest industry standards by reputable contractors.  The confidence we have in our assessment procedures and our registered contractors led to the introduction of the Platinum Promise.
 
However, should you be in the unfortunate position of needing to make a complaints about one of our contractors, you will find that our complaints process will be equally robust and fair.

There are 3 steps involved in making a complaint:

Step 1 - Talk to the Contractor
You should talk to the contractor in the first instance about your concerns to give them a chance to put right any problems or complete work that is unfinished.
 
We always encourage the consumer and contractor to resolve disputes between themselves, working together to achieve a positive outcome

Where there has been accidental damage to your property or d├ęcor, then you should make a claim through your own household insurance.
 
Step 2 – Talk to us
If you are unable to resolve your complaint with the contractor contact us.  We will ask you to complete our complaints form which will guide you through all of the relevant information we will need to conduct a review.
 
What type of complaints are within our scope?
Most concerns are within our scope to assist with, the criteria below explains the circumstances where we are able to help:
  1. The work in question has been completed within the last six years
  2. The work is finished and certified as complete
  3. The work has not been altered by other contractors
Our primary concern is ensuring the work carried out meets the required standards. We cannot resolve financial matters or intervene on contractual issues.

Our complaints resolution process is an alternative to litigation. If you have taken legal action we will not be able to assist. 

Step 3 – Our resolution process
Once we have determined that your complaint is within our scope we will contract the contractor on your behalf.

You must be willing to allow the contractor the opportunity to rectify the work on your installation.
On occasion, we may need to inspect the work in question with the contractor. Should this be the case we will arrange a convenient times and date with you.

It is unusual, but should the contractor not honour their obligations then we will appoint another at no extra cost to you.

We will work with you and the contractor to resolve your complaint as quickly as possible. Depending on the nature and size of the installation, this may take some time.