SA Affordable Housing May - June 2020 // ISSUE: 82 | Page 35

PLUMBING JUNCTION
IOPSA’s complaints portal
A key aspect of IOPSA’s drive to encourage consumers to use only IOPSA
member plumbers, is the introduction of independent avenues of recourse
against a plumber. Consumers disappointed in the service delivered by a
plumber can now lodge a complaint with IOPSA through its Complaints Portal.
IOPSA will investigate a complaint – it receives on
average 11 a week – and the cost of this service is free
of charge if the plumbing company is an IOPSA member.
The procedure on submitting a complaint is to complete
the online IOPSA complaints form, in which case the
consumer will be required to do the following:
• Understand the complaints procedure – which can be
downloaded on the IOPSA website.
• Be willing and able to allow the member of institute
named to be present at any inspections carried out by
the IOPSA.
• Agree to arrange access for such inspections if required
to do so.
• Be willing and able to allow the member of the institute
named reasonable access to carry out any necessary
remedial works.
• To the best of their knowledge, to confirm the details
given on the form are complete and correct, and
request IOPSA to investigate the complaint.
In fact, many people opt as their first action to telephone
IOPSA, in which case they will be put in touch with Celmarie
Smit, National Membership Administrator, who will instruct
them as above. Having worked some years for a plumbing
firm in Mossel Bay, she is familiar with the types of problems
that typically arise, assisting her to filter complaints to the
relevant IOPSA people.
“It is important to note that IOPSA does not get involved in
issues relating to pricing: that is a contractual issue between
the consumer and the plumber and beyond our scope. We
only get involved in issues relating to the quality of service,
technical performance and the issuing of Certificates of
Compliance (CoCs),” says Smit.
“Thereafter it will be referred to a technical IOPSA person
who will in most instances send an inspector to assess
whether there is validity to the complaint. Based on those
findings, the plumber will be called upon to take remedial
action if needed.” Smit points out that it is essential that
the person answering the phone has an understanding of
B QUINN
Bianca Quinn, IOPSA Complaints and
Inspections Manager.
EAMONN RYAN
IOPSA’s Celmarie Smit and Brendan Reynolds.
www.saaffordablehousing.co.za MAY - JUNE 2020 33