Consumer Guarantee

Giving you confidence in plumbing work undertaken in your home.

Did you know that when you use a Master Plumbers ACT member to do your plumbing job, their work is covered by our Consumer Guarantee?

The Consumer Guarantee is an insurance that applies to all residential plumbing, gasfitting and drain-laying work carried out by a Master Plumber.

 

 

Please note:
Claim applications must be accompanied by an application fee of $500 + gst to cover administrative and investigative costs.  This fee will be refunded if the claim is successful.

 

The Guarantee covers customers for up to $5,000 (Inc GST) for the following:

  1. Advance payment – if you have work that can’t be completed due to the Master Plumber going into liquidation or bankruptcy, we will ensure the work you have paid for is completed – so you won’t be out of pocket.
  2. Protection against Substandard Workmanship – covers the costs of investigating and remediating Substandard Workmanship in relation to Work done by a Member.

Please see Consumer Guarantee Terms and Conditions HERE.

Exclusions:

Guarantee Exclusions
The Guarantee does not include the following consumer claims:
(a) Faulty or defective products or any costs associated with these;
(b) Products not purchased or supplied by Members;
(c) A claim where any subsequent work, alterations or remedial
work is carried out by any other person;
(d) Unpaid contracts except as specified in Part B of the Guarantee;
(e) Pricing/payment disputes or claims;
(f) Any claims that have already been lodged with any Tribunal or
court or an insurance company;
(g) Any claims which have already been notified under the
Competition and Consumer Act 2010;
(h) Any issue that would normally be covered by the Consumer’s
insurance, or any professional indemnity or public liability
insurance held by the Member;
(i) Any consequential loss arising as a result of the Substandard
Work;
(j) Claims arising from unsuccessful identification of the source of
leaks, blockages or other similar faults. Roof leaks and blocked
drains may require several attempts to resolve and as such are
not covered by this Guarantee; and
(k) Other exclusions as specified in the terms and conditions. 

To lodge a claim, please complete the form below.
1 Before you Start
2 Your Details
3 Details of Work

  • Before you Start

    Before completing this form, please review this checklist.
    • The plumber is a member of Master Plumbers ACT. View our Members List.
    • I have tried to resolve this issue by raising it directly with the plumber involved.
    • The work was undertaken in the last 12 months.
    • The work in question is in relation to a residential premise.
    • The work in question is in relation to the quality of work undertaken by a plumber and not related to a payment dispute.

    *If the plumber is not a member of Master Plumbers ACT then you need to take up the matter with Access Canberra.