ASSOCIATIONS
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at least bilingual. Most callers rarely state they are ‘lodging
a complaint’ but rather give an in-depth description of their
total experience with a plumber.
IOPSA Executive Director Brendan Reynolds explains that
the association will pursue complaints lodged even against
plumbers who are not members of IOPSA. Its recourse in
this instance is more limited, though it does on occasion
take a problem all the way to court where it acts as an
expert witness, although the complainant has to bear
the costs.
IOPSA takes an impartial view of complaints, with Reynolds
noting that from its records in half the cases the plumber
is not at fault but rather the consumer – or there can be
other factors. “We sometimes find nothing wrong with
the plumbing when we send out an inspector; and we
also find cases where the plumber has done his/her job
perfectly, but which for some unrelated reason has affected
water pressure somewhere else on the property. We also
commonly have cases where the consumer refuses to pay,
and then it becomes difficult to persuade the plumber to
either finish a job or take remedial action. Disputes can
become highly-charged and emotional on both sides.”
IOPSA’s Celmarie Smit and Brendan Reynolds.
IOPSA’s focus is at all times to have positive outcomes from
what can otherwise be a negative experience. “There’s
no doubt there are some unqualified people posing as
Licensed Plumbers, and this brings the entire profession
into disrepute. Through this process, we aim to improve
the reputation of the industry, while getting consumers to
understand the value in using an IOPSA member. Most
plumbers, once their defective work is pointed out to them
by a suitably trained inspector, are also prepared to learn
from the experience and effect correction to their faulty
workmanship,” says Reynolds.
“Consumers are often treated unethically by un-registered
plumbers, and with little to no recourse this becomes a
challenge. In many instances, there is nothing in writing and
a ‘he-said, she-said’ scenario unfolds.”
Quinn explains that complaints are directed by IOPSA’s
national office to the complaints administrator (herself)
for guidance and best resolution. “Should there be a
valid complaint, the forms and supporting evidence are
submitted to the Complaints Portal online, whereby a ticket
is generated. Thereafter an inspector from the regional
committee is appointed by myself. Once the inspector has
reviewed the complaint, they shall establish whether an
inspection is necessitated. The inspector then contacts the
parties to obtain clarity and mediate, which is preceded by
the site inspection.
“Consumers and even plumbers contact the complaints
office telephonically daily and after discussion with either
the National Operations Manager, Steve Brown, or myself
– are typically extremely thankful for the guidance in not
March 2020 Volume 26 I Number 01
Bianca Quinn, IOPSA Complaints and Inspections Manager,
says, “The bulk of complaints are to do with workmanship,
pricing and both CoCs and Municipal Certificates of
Compliance. Clients often fail to obtain three quotations
and frequently Google search a plumber in an emergency
– isolate the water, then make a conscious decision as
to service provider by searching IOPSA’s find-a-plumber
tool. IOPSA does not have the jurisdiction over municipal
complaints, nor pricing matters.
Bianca Quinn, IOPSA Complaints and Inspections
Manager.
only their current experience, but also going forward. The
complaints office handle all aspects and we are so deeply
entrenched within Industry that we are equipped to guide
consumers and plumbers in the right path no matter the
query,” says Quinn.
With the advent of the IOPSA Transformation Policy a new
complaint category was recently activated; complaints
relating to discrimination. These complaints will be
investigated and dealt with by the Transformation Committee.
Anyone who has experienced discrimination is welcome to
lodge a formal complaint with IOPSA. PA
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