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FEATURES
Product training is a significant element for plumbers and end users
alike, to strengthen their knowledge of products or brands.
I’m sure there have been many stories of potential DIY projects by the end
user that have resulted in some sort of damage or potential risk. This is
particularly relevant for backflow prevention where potable water can be
contaminated by various pathogens from rainwater or borehole water as
examples, which can lead to serious illness, and even death.
“When it comes to ‘cosmetic products’ such as a basin, bath, tap, or
changing a washer, by all means, let the end user be involved, but any time
a plumbing job requires working on pipes, geysers, drains, mixers, and so
on, it is essential that a qualified plumber takes on this responsibility. This
ensures compliance as well as safety,” says Brendan Reynolds, executive
director of the Institute of Plumbing South Africa (IOPSA).
STANDARDS AND ACCOUNTABILITY
There are various compulsory SANS codes of practice, building
regulations, and local water bylaws that plumbers need to abide by and the
end user most likely has no interest in. All of these compulsory standards
require that a qualified plumber performs the work and issues a certificate
of compliance (CoC) under certain installations. In the Western Cape, the
issuing of CoCs for the plumbing on the sale of a property has become
mandatory [as with electrical CoCs] and this in time will follow through to
other regions of South Africa. Only a qualified plumber may issue a CoC
and therefore, the work the end user can perform would be limited.
At the end of 2018, the amendments to the National Building Regulations
implemented in full effect, passed and subsequently, one of the major
effects of these changes is that insurance companies may not pay out
claims if the necessary compliance is not in order, which has a direct
impact on the end user. This information is now becoming mainstream in
the consumer environment. With this knowledge, the end users will likely
be more vigilant as to plumbing work in general, as well as the quality of
products. Plumbers will need to be equipped with product information and
suppliers will need to ensure plumbers have access to this information, as
well as to making it available to the end users.
“These amendments, specifically SANS 10254 (Installation, replacement
and repair of hot water system), will be particularly relevant in convincing
plumbers to make use of SANS-compliant products. Unfortunately, we see
many plumbers not upholding their role of being the responsible party when
it comes to looking after health and safety as well as the security of water.
“If they don’t have to issue a CoC, they may still get away with putting in
any product to make more money, because at this stage, no one is going
to check it. This is not responsible behaviour,” says Patrick Gordon, training
manager for Lixil Water Technology.
KEEPING THE EDGE ON BRANDS
Products themselves, whether cisterns, taps, mixers, or valves, need to
meet SANS requirements, and manufacturers must ensure that their
products are compliant according to their certification process and testing.
Unfortunately, not all products available in South Africa do meet minimum
requirements, but no matter the plumber or the end user, this must be
transparent to them. Plumbers, and the end user, develop an affinity for
certain brands. “A lot of brand preference is about relationships, where the
user has an experience with the product and likes it for its features, quality,
or appeal. For plumbers, it’s the relationship with the manufacturer and
their involvement with the brand over time and the training received on the
products. Plumbers are more likely to support brands they know and have
been trained on because it’s a product they understand,” Gordon says.
Moyce adds that “although a significant investment, looking at the results,
product training not only gives awareness and knowledge of your brand, it
also contributes to skills development, which is so valuable in South Africa
due to the skills shortage and lack of employment opportunities. There is
a hunger for knowledge and advancement, and what plumbers and end
users see, is involvement and participation in the industry, which further
strengthens the bond.”
Training is only one element suppliers can use to their advantage; other
notable elements are the warranties and backup services. There are
substantial differences when selling to an end user and selling to a
developer, where backup service would be much more important.
Gordon notes, “What we often see on larger projects, is that alternate
products are used, so all of the features and benefits that are built into
products and sold to the architects and specifiers are not necessarily
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www.plumbingafrica.co.za
March 2019 Volume 25 I Number 1