1. PURPOSE

This is PIRB’s Complaints Procedure for consumers to follow when lodging a concern about plumbing work that was done by a PIRB-registered plumber. The procedure itself serves as a platform for consumers to raise abovementioned concerns with the PIRB, so that their concerns can be addressed in a professional manner.

It is important for all consumers to note that this procedure should only be followed once every attempt has been made by the consumer to directly resolve the matter with the plumber who completed the work.

The Plumbing Industry Registration Board (PIRB) strives toward finding satisfactory resolutions when disputes arise between consumers and PIRB-registered plumbers, in support of both the consumer and the plumber. However, there exist clear guidelines about the extent of the PIRB’s involvement in such matters, both in its internal policies and as prescribed by legislation and regulation.

The PIRB respects the jurisdiction of the Consumer Protection Act in all matters subject to this act, which include but are not limited to, contractual and monetary disputes, misleading representation, failure to deliver committed services etc. The consumer remains responsible to address such matters directly with the consumer commission. When relevant, the PIRB may attempt to assist with technical evidence to support the resolution of a case with the consumer commission.

2. OBJECTIVES

The objectives of the PIRB’s Complaints Procedure are as follows:

      • Offering a platform for consumers to raise concerns about plumbing work that was done by a PIRB-registered plumber, once every attempt has been made by the consumer to resolve the matter with the plumber who completed the work.
      • For the validity of abovementioned concerns to be considered by the PIRB, so that valid concerns can be addressed in a professional manner.
      • Assisting with trying to resolve matters of dispute between consumers and PIRB-registered plumbers, according to guidelines that determine the extent of the PIRB’s involvement in such matters.
      • To determine the requirement for improvement or disciplinary actions.
      • To encourage and enforce accountability, in accordance with applicable limitations and restrictions, so that public trust in the plumbing trade and industry, in PIRB-registered plumbers, and the PIRB itself is retained and maintained.

      3. FACTORS THAT MUST BE CONSIDERED

      The consumer must consider the following factors when registering a compliant or raising a concern with the PIRB:

      1. Consumers must complete, in full, the applicable PIRB Complaints Form, to officially lodge a complaint or raise a concern with the PIRB.

      2. To enable PIRB to properly address concerns raised and complaints registered, the complainant must be willing and able to submit sufficient and relevant evidence.

          • Consumers are urged to add as much as detail on the Complaints Form and attach any applicable supporting documents therewith.

      3. It is important to note that, although the PIRB assists in facilitating a resolution between the complainant and the PIRB-registered plumber, said plumber remains responsible for fixing any non-compliant plumbing work done by them if such non-compliance is confirmed.

      4. Eligibility and validity of complaints include the following:

          • Complaints about plumbing work that was done 3 years or longer prior to the date of registering the complaint, are not eligible for evaluation and validation. The consumer may, however, submit to the PIRB a motivation to justify evaluation and validation. Such motivations will be evaluated on the merit thereof.
          • Complaints about plumbing work that was done less than 3 years prior to the date of registering the complaint, but more than 6 months after the initial work was done, is eligible for the PIRB to only compile an audit/inspection report that the complainant may use if they wish to take further action in accordance with the Consumer Protection Act.
          • Complaints about plumbing work that was done less than 6 months prior to the date of registering the complaint, and for which a PIRB Certificate of Compliance have been issued by the plumber, is eligible for evaluation and potential remedy.
          • Complaints about plumbing work that was done less than 6 months prior to the date of registering the complaint, but for which a PIRB Certificate of Compliance have NOT been issued may be evaluated by the PIRB based on the merit of the case.
          • If the plumber who completed the work concerned is not registered with the PIRB, the compliant or concern cannot be addressed by the PIRB.
          • Complaints about matters relating to contractual disputes cannot be addressed by the PIRB. Contractual disputes include but is not limited to, pricing, payments, completion of work etc.

      5. All communication between the PIRB-registered plumber, the consumer, and the PIRB itself, will be kept confidential.

          • In addition, it is required that consent be given by the consumer before any form of investigation on their complaint or concern is conducted.

      4. STEPS TO FOLLOW

      1. DIRECT RESOLUTION BETWEEN CONSUMER AND PIRB-REGISTERED PLUMBER

          • Try to resolve the matter directly with the PIRB-registered plumber, before involving a third party (i.e. the PIRB).
          • Should a matter not be resolved directly between the consumer and PIRB-registered plumber, then complainants are invited to formally register their complaint or raise their concern with the PIRB.

      2. COMPLETE THE PIRB COMPLAINTS FORM

          • The form is available online. To access the form, please click HERE
          • Complete the form in full, and please do not leave out any information.
          • Give as thoroughly as possible a description of the matter, and please be very specific.
          • Attach applicable supporting documents and evidence.

      NOTE: You are welcome to engage with the PIRB for assistance with completing the form, by contacting the PIRB on 0861 747 275 or email pirb@pirb.co.za

      3. EVALUATION & VALIDATION OF COMPLAINT/CONCERN

          • On receipt of the completed PIRB Complaints Form and any support documents and evidence, the PIRB will evaluate and validate the complaint or concern.
          • If the complaint is eligible and fall within the extent of which the PIRB may become involved, the PIRB will proceed to the next step.
          • If the complaint or concern is not eligible and does not fall within the extent of which the PIRB may become involved, the PIRB will notify the complainant accordingly.

      4. NOTIFICATION TO THE APPLICABLE PLUMBER

          • If the complaint or concern is eligible and falls within the extent of which the PIRB may become involved, the PIRB will proceed to inform the applicable plumber of the complaint or concern.
          • The plumber will then be offered the opportunity to respond to notification, including giving comments of feedback regarding the contents outlined in the registered complaint/concern.
          • The complainant will be informed accordingly.

      5. APPOINTMENT OF AN AUDITOR/INSPECTOR

          • If the registered complaint or concern is eligible and valid to justify further action, a compliance auditor may be allocated to inspect the applicable plumbing work.

      6. AUDIT/INSPECTION REPORT

          • In the instance where complaints are about work that was done less than 3 years, but also more than 6 months prior to the complainant registering it with the PIRB, the PIRB will provide the complainant with an audit/inspection report that they may use if they choose to proceed to register the matter with the CPA.
          • In the instance where complaints are about work that was done less than 6 months prior to the complainant registering it with the PIRB, the PIRB will liaise directly with the applicable plumber to correct any non-compliances that might have been identified.
          • The complainant will be informed accordingly.

      7. PLUMBER ACTION (RECTIFICATION)

          • If it is required for the plumber to return to site to rectify any non-compliances, the complainant will be informed accordingly. It is responsibility of the plumber to make the necessary arrangements with the complainant.
          • It may be necessary for the plumber to return to site more than once, depending on the extent of rectification required and availability of the parties involved. The plumber will be required to keep both the complainant and the PIRB informed of progress

      8. FINALISATION

          • Should the plumber not have rectified all the non-compliances they were informed of through the audit/inspection report, the complainant will be provided with a report that lists any applicable non-compliances that were not rectified by the plumber. The complainant may use this report should they choose to then escalate their complaint or concern to the CPA.
          • If the plumber fails to rectify any identified non-compliances, the PIRB will initiate disciplinary action against such plumber in accordance with the PIRB disciplinary policy. Disciplinary action allows for corrective behaviour but may lead to suspension. Such disciplinary action is subject to privacy legislation and may not be disclosed.

      5. COMLIANCE

      Compliance of plumbing work is verified against the requirements of the applicable South African National Standards and local bylaws.

      6. APPLICATION & INTERPRETATION

      All decisions regarding the application and interpretation of PIRB’s Complaints Procedure rest with the PIRB.

      The PIRB is committed to assisting in facilitating resolution between the consumer and the PIRB-registered plumber and will aim to achieve a satisfactory outcome for the parties involved. As such, there is a need to address complaints and concerns in a just, consistent, and methodical manner. The length of this process is dependent on the nature of the case, which means times by which a resolution may be achieved will vary on a case-by-case basis.

      For further information, please contact the PIRB on 0861 747 275 or email pirb@pirb.co.za.

      Complaints can be registered by clicking HERE, or typing the following URL address into the search bar of your internet browser: https://wkf.ms/3ECOgNz