Feedback or Complaints

We’ve been in the plumbing business for over 30 years and we pride ourselves on our knowledge, expertise and quality of work. We train all our employees to have the same attention to detail and pride and we’re confident that our work is excellent.

However, we know sometimes things can go awry and we’re open to feedback, both good or bad. Should you have any issues you’d like to discuss with us, the best time to do this is when we’re working on your job. We liaise with our clients throughout each project to ensure everyone is happy.

Following completion of the work, if there is any element you are unsatisfied with, please do contact us without delay to discuss this. We’ve developed a step-by-step procedure so all parties can be confident that we can resolve any issues swiftly and amicably.

Firstly, give us a call to have a chat about your issues either during or immediately after completion of the job. If the outcome of this chat isn’t satisfactory then the following steps should be undertaken:

Step 1: Submit Your Complaint. If you have a complaint to make, please do so in writing to admin@pjsplumbing.com.au with full details of your complaint, within 24 hours of completion of the work.

Step 2. Our Response. We will aim to respond to your complaint within 7 days of receiving your email. If this is urgent, such as a leaking pipe or a safety hazard, then of course do call us and we will act swiftly.

Step 3. Escalate to our Manager. If you are not satisfied with our initial response, you can escalate your complaint to our Manager Max Sutherland, who will personally address your concerns. We will then work together to come up with a mutually satisfactory outcome.

Step 4. Further Escalation to NSW Fair Trading. If you are still unhappy with the outcome, or we cannot reach an agreement, you have the option to escalate your complaint to NSW Fair Trading for further advice and assistance.

We are committed to resolving any issues promptly and professionally. Thank you for bringing any concerns to our attention.