FAQ | Consumer | Directory | News | Contact Us
IOPSA PRACTICE NOTICE 1/2016
Manufacturers are within their right to void any warranty/guarantee claim on their products in terms of non- compliance of an installation in terms of the relevant SANS standards, as professional practicing plumbers we are required to ensure that we follow and apply the standards
To this end, the Institute of Plumbing have seen a steady increase in terms of warranty/guarantee claims being voided by the respective Manufacturers due to non-compliant installations, specifically in terms of geyser installations.
The Institute of Plumbing wish to advise all practising plumbing contractors of their legal requirements in terms of pre-existing non- compliant plumbing installations so as not to be caught foul of being held accountable for warranty/guarantee claims due to pre-existing non-compliant installations.
All contractors must take cognisance of the following:
SANS 10254 The installation, maintenance, replacement and repair of fixed electric storage water heating systems; Section 188.8.131.52 states
The water heater and its ancillary components shall be maintained, replaced, or repaired to comply with this standard, and ANY NON COMPLIANCE shall be reported to the OWNER and USER in WRITING by the PERSON who carries out the maintenance, replacement or repair.
It is imperative that a full inspection of the pre-existing installation be conducted prior to any repairs or replacement being carried out. When and where applicable the owner and user should be noted of all the pre-existing non-compliance in writing before the work is to be commence. It is further advisable in terms of the Consumer Protection Act to inform the owner/user that if the pre-existing non-compliance is not rectified and the installation is carried out the warranty/guarantee of the respective product maybe voided. It is important to note that the onus for the repairs of the pre-existing installation and the cost thereof is for the owner/user and not the practicing plumber. It is simply YOUR DUTY as the professional plumber to make the owner/user aware of the non-compliance in writing.
It is highly recommended that one complete the Plumbing Industry Registration Board’s, plumbing COC as this has a clear section for a Licensed practicing plumber to indicate non-compliances in writing, which will serve as a record of the notice of non- compliance for future reference.
As a professional practicing plumber we are confident that you are aware of the relevant SANS installation standards so that you are able to draw non-compliance in terms of the applicable SANS standards to the owner/users attention. In the event of your not being confident or unsure about yourself we highly recommend that you attend the Institute of Plumbing CPD SANS training programs so that you are able to bring your self-up to speed on the SANS installation standards.
Should you have any queries or require any further information please do not hesitate to contact the Institute of Plumbing SA.
Copyright © 2015 IOPSA.
All rights reserved.
Contact email: email@example.com
Contact: Tel 011 4540025
Health & Safety File Features:
Developed by the Institute of Plumbing South Africa.
Author Doug Mitchell - Concept Safety Systems
1. Identified appointments
2. COIDA / letter of good standing
3. Company policies
4. Risk assessment
5. General health and safety induction training
6. Toolbox talks
7. Emergency procedures
8. Control information
9. Accident reports
10. Mandatory agreements
Purchase a commercial OHS plumbing file - R1800
Available to IOPSA members at R900 - request
Available to members at R650 - request
You can get this title and further merchandise from the IOPSA Plumbers Shop
The Health & Safety Files are brought to you by The Institute of Plumbing South Africa
www.iopsa.org.za | Email: firstname.lastname@example.org | 0861 07586237
37 Linksfield Rd, Dowerglen
Easy to read guide that simplifies the plumbing standards and references back to SANS standards that every plumber should have:
1. The purpose of a water heater installation
2. Certification / Compliance of components
3. General requirements & Maintenance
4. System pressures & balanced pressures
5. Electrical connections
6. Drip trays
7. Mounting of water heaters
8. Expansion control valve
9. Acceptable installation examples
10. SANS standards reference guide
11. Definitions & index
Download digital version for just R95.00
The Practical Guide is brought to you by The Institute of Plumbing South Africa
Some of Our Valued Guests and the Phenomenal MORGAN BEAT-BOX!
18% responded to of Plumbing Industry survey print and electronic.
Pictured at the 2016 IOPSA Dinner & Awards Ceremony, valued Service Award recipients with our President Mr Lea Smith. In recognition of Contribution and Service made to IOPSA; Mr Nick Joubert and Mr Gert Fraser. In recognition of Support toward the Plumbing Industry; German Development Cooperation and The Insurance Forum.
The 2016 IOPSA Awards & Dinner saw the Big Reveal of the New and Improved IOPSA Logo.
By: Steve Brown
The Institute of Plumbing South Africa (IOPSA)’s Steve Brown, and industry members, look at all the ways that plumbing installations can go wrong.
By: Steve Brown – IOPSA national operations manager
The Institute of Plumbing South Africa (IOPSA) continues its campaign to help your business grow by helping you provide great customer service
Knowing and understanding your customers is the starting point, and key to delivering a good service. So the question is: how you get to know who your customers are or what customers you want to have? We believe that we are all experts at communication, but what is effective communication and how does this make the difference?
What is effective communication?
The process of sharing information either through speaking, writing or body language. With the result being that the instruction given was clear and precise and carried out as originally intended.
What is customer care?
Customer care is a chain of events designed to meet or exceed the customers’ expectations. In order to obtain this level, effective communication is a key element to customer care. As we are all unique, our level of interpretation of both good and bad service will differ from one individual to another.
We are quick to recognise fault in others and how we felt during this process. We are however slow to recognise these same traits in our own working environment or business. We therefore need to concern ourselves not with what we think, but how our actions will impact on those customers.
The buck stops here. I’m the ultimately responsible person in this organisation. Other people can pass the buck to me, but I can’t pass the buck to anyone else.
Businesses are built on sustainable business. Keeping your customers happy by providing exceptional service is the key to having a profitable and successful business. Keeping the lines of communication open at all times goes a long way to securing a customer’s loyalty. To lose one customer is not acceptable. If you do not look after your customers, someone else will.
Are your staff on board? Are they aware of your expectations? Our technicians are skilled in their trade, but they’re not equipped or trained to deal with customers and communicate effectively. This can and does affect the clients’ perception of your business.
Finishing the service call
Call the client and, if possible, view repairs done. Test the repairs a few times in the presence of the client and show the client that the faulty item has been replaced.
When the client is satisfied that repairs are complete ask if they want the redundant spares. By doing this, you show it has no value to you, and set the client at ease that they indeed have received new parts.
Once the client is satisfied that work is complete, ask if there is anything else you can assist with whilst on site:
The invoice/job card
If you have a trip sheet ensure that the client signed time and time out and explain to the client that the warranty/guarantee on the materials is carried out by the manufacturer.
In the event of a new geyser/product, provide the client with all relevant booklets and ensure these are filled out correctly and include these on your invoice.
Dos and don’ts of service
1. Always keep the communication lines open.
2. No matter how bad your day has been, have a positive attitude towards the client.
3. Never run other contractors or supplier products down.
4. Whilst on site, ensure all tools are placed in your carry box and not left to dirty the clients’ basins.
5. Bad treatment of staff on site, shouting, swearing and altercations are never acceptable.
6. Foul language of any kind is not tolerable.
7. Borrowing globes and batteries from clients is a no-go.
8. Using candles instead of a leadlight does not work.
9. Cell phones: whilst in the presence of your customers, never answer.
10. Multiple trips to the vehicle show the client that you are unprepared.
11. When arriving on site to carry out a service call, starting with lunch will not land you in the client’s good books or make them feel as though you’re interested in their problem.
There are many pitfalls when running service trucks. The level of service you provide should be the same high level across the board, extended to clients both old and new. This should be well above the level of service you expect.
Dealing with comebacks
The money is in the bank, client is happy, service was great. But two weeks later, it’s the dreaded comeback. Just as in taking a call, the procedure and response should be exactly the same. We all have comebacks – it is a part of our business. How we deal with it depends on how we keep a customer or not.
A complaint or come back should be treated like a fire. The sooner you put it out, the better. Many companies undo all the good work they have done by not having procedures in place or ignoring clients, hoping that they will go away.
Identify the nature of the complaint
3. Lack of service delivery
4. Staff related
Deal with the problem. Make sure all correspondence has been documented and is available when dealing with a compliant. You will be better equipped to respond to the complaint and resolve it with factual information.
Playing the blame game
Passing the buck and blaming others does not bode well for good customer care. Take control of the situation if you are indeed at fault. Turn a bad situation into a positive PR exercise for your company.
Dealing with an abusive customer
1. Always be honest and upfront; don’t try and bluff your way through a problem.
2. Explain policies and point out references to warranty/guarantees in your terms and conditions.
3. If you are unable to deal with the problem, ask for help.
4. Abusive language: politely ask the client to refrain as you are there to help.
5. A helpful hint is to advise that you seek a ‘resolution’.
6. If abuse continues, advise the client that you will terminate the call or leave the premises.
7. Don’t try to out-shout a customer; let them vent and finish before you respond.
By ignoring these instructions, you may simply add fuel to the fire. Take a break and calm down.
Most importantly, deliver what you promise
Don’t over-promise and under-deliver. No matter the obstacles, frustrations and interferences your clients will support you if you deliver what you promise. Communicate effectively. If you’re late, let your client know.
Last but not least, making mistakes is okay.
We all make mistakes. It’s not the fact that we make mistakes; it’s how we deal with them. Sometimes we are embarrassed or those mistakes impact on our bottom line. Acknowledge your mistake, sort out the client straight away and most importantly, learn from the experience.
Quality Plumbing For All
Address: 37 Linksfield Road, Dowerglen
Phone: 08610 Plumber(7586237) | +27 11 454 0025