home assist

Complaints

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 0955 231.

Alternatively, you can submit your complaint via email at: info@homeassist.co.za

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 your complaint. 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 will then begin our investigation process. This is likely to involve the following steps:

      • Examining the claim record to ascertain the sequence of relevant events & related correspondence;
      • 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 license being suspended.

6. Turnaround Times

6.1. Service Providers are required to attend to any complaint received by Home Assist whether verbally or by e-mail, in respect of any job performed, and must revert with an outcome and solution within 1 (one) business day from the time we forward you the complaint. 

6.2. On our end, we commit to providing you with a resolution to your complaint within 1 week of submitting. We believe that most complaints can be resolved long before this. However, this does give 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. 03078711). 

Registered office: 12 Uitvlugt Road, Pinelands, Cape Town, Western Cape, 7405.