Fallon Solutions

Service guarantee

At Fallon Solutions we want our customers to be amazed by the commitment and level of professionalism that we provide.

“Our goal is to provide you with a level of customer service much higher than that normally anticipated in the trades industry.”

Whether we come to your home to fix a leaking tap, or we install a large commercial lighting project, we aim to offer a positive customer experience from enquiry to completion.

'Our Guarantee' lets you know what you can and should expect from Fallon Solutions; and what we are doing to hold ourselves accountable every day.

We will provide customers with an accurate bill.

If you have any concerns about your bill please do not hesitate to contact our service centre to obtain more details on.

We will treat you and your home with courtesy and respect.

Our technicians will arrive in a clean, sign written Fallon Solutions vehicle and will be wearing a Fallon Solutions uniform. All our trades specialists are trained and equipped to carry out a comprehensive assessment of the job on the first visit.

We guarantee our team will offer to clean up before they leave. Many of our customers are happy to do their own clean up to reduce costs, and we respect that decision.

We will respect your time.

When you book your job, we will provide you with an appointment window or a fixed time of arrival. We guarantee to arrive on time or we pay you $5 every minute we are late to a maximum of $100. Find out more about our On Time Guarantee.

The first job of the day is a fixed time appointment and we will arrive at that time. This can be between 7 am - 8 am depending on your requirements. Other appointments are booked as appointment windows.

Unfortunately, variables can affect when we arrive at your job. Aspects such as travel time in traffic and how long it will take to complete previous jobs that day can alter start times. Until we fully assess the works needed, we cannot be 100% sure of how long the job will take. We will always keep you as informed as we possibly can.

We will advise you ahead of time if any changes are necessary due to adverse weather conditions, staff illness or traffic accidents.

We can answer your questions at your convenience.

You can contact us 24 hours a day, 7 days a week, 365 days per year, regarding any service-related issue in any of the following ways. Simply choose the method which suits you best:

• Call our local service centre team on 1300 054 488
• Complete an online enquiry via our contact form, and receive a response within 24 hours.

Our extensive service centre team means our trade specialists in the field can focus on completing jobs rather than taking phone calls.

We are committed to providing competitive quotes.

From the installation of dishwashers to the purchase of new hot water systems, we aim to provide competitive pricing across all trades. Backed by over 60 years experience you can be sure Fallon Solutions will provide you with the most time-efficient and cost-effective way to solve your individual problem.

We can provide emergency repairs and support (Brisbane & Gold Coast Only).

We offer a 24-hour emergency Plumbing & Electrical services, so we can be there when you need us most. Make sure you let our service centre team know it's an emergency so that we can prioritise your job.

We are committed to quality.

Fallon Solutions is dedicated to providing a Quality Management System which complies with the requirements of AS/ISO 9001:2000.

We provide a warranty on all work.

Fallon Solutions is committed to providing a 12-month warranty on commercial work that we carry out. Domestic work is backed by a limited lifetime guarantee on labour. The exception to this is normal wear and tear of items such as washers inside of plumbing fixtures, blockages in pipes and fuses and light bulbs. In these cases, we will cover defective materials or work only.

Installation of new appliances is covered under manufacturer’s warranty and this can vary. Consult your appliance manual and warranty for details.

For more information on warranties, Warranty information.

We are committed to the Environment.

We are committed to implementing an Environmental Management System to minimise environmental risk from company activities.

We will follow best practices.

• We only provide quality parts and materials. Unlike many other companies, we do not buy low grade imported materials and substitute them for quality materials compliant with Australian standards. This means you get the best possible performance and life out of materials we provide.
• We regularly carry out staff training and keep our teams updated as technology evolves. As members of the Master Electricians and Master Plumbers, our team, just like other professions must undertake regular planned training to comply with our membership requirements. As an example, every electrician and apprentice meet monthly to complete ongoing industry and safety training.
• We are members of and accredited by all relevant boards and hold current licences and insurances.
• We abide by all relevant codes of practice.
• All our work complies with Australian Standards.
• Our staff are fully trained in occupational health and safety and hold Induction Blue cards.
• All staff have had CPR training and carry appropriate personal protective equipment.
• All drivers hold current drivers licences.

We measure our service quality.

Every year Fallon Solutions sets goals for improving the value of service we deliver to our customers. Through monitoring the levels of service we are able to reflect our success measured in areas such as customer satisfaction, appointment scheduling and response times, work in the field, pricing and more.

Our key performance indicators help us find areas for continual improvement. As an example, we understand that approximately 75% of our jobs are completed for repeat customers and about 10% of our work is based on referrals.

We conduct over 10,000 follow up calls each year to gauge customer satisfaction with the service they have just been provided. Over 98% of our customers say they would use us again, and on average we are rated 8-9 out of 10.

We welcome customer feedback.

If you aren’t happy, we want to know.

Please contact our service centre either by phone on 1300 054 488 or contact us whenever you have a concern or a problem with our service. If the team in the service centre can help they will contact you directly, otherwise you will be referred to the General Manager responsible for the relevant department.

All Fallon Solutions team members are dedicated to meeting the commitments above and to exceeding your expectations. We're working very hard to serve our customers to the best of our ability and listen carefully to your feedback.

If you have any thoughts or ideas about our guarantee or about your experience with Fallon Solutions, we encourage you to let us know.