SA Affordable Housing May - June 2020 // ISSUE: 82 | Page 37

PLUMBING JUNCTION
plumbing issues, and is at least bilingual. Most callers rarely
state they are ‘lodging a complaint’ but rather give an indepth
description of their total experience with a plumber.
IOPSA Executive Director Brendan Reynolds explains that
the institute 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.
"The institute will pursue complaints
lodged even against plumbers who
are not members of IOPSA."
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 highlycharged
and emotional on both sides.”
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.
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 finda-plumber
tool. IOPSA does not have the jurisdiction over
municipal complaints, nor pricing matters.
“Consumers are often treated unethically by unregistered
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
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.
www.saaffordablehousing.co.za MAY - JUNE 2020 35