Pet, Valuables and Occupants
Customer is to ensure all sentimental, expensive & fragile items are kept away from the work area.
Children and pets are to be discouraged from going near the work area.
Moving furniture for unlimited job access
Customer is to ensure all vents are accessible and furniture is shifted for our technicians to do their work effectively. For senior citizens, our technicians will help in vent access assistance wherever needed.
Certificate of Currency
All bonafide itemized services/jobs from Duct Mates invoices are fully covered by WorkSafe Victoria and carries public liability insurance from Allianz Policy No. 109RN23649COM of up to $10million.
Variation Order and Add On Services
If there is any variation order or add on services apart from the original invoice order, please ensure you have obtained an updated Invoice from Duct Mates. This is to protect, safeguard your property and your personal safety.
Reschedule at your convenience
We understand that sometimes schedule adjustments are necessary. As a common courtesy to all valued customers, we would greatly appreciate a 48-hour (2 days) notice prior to rescheduling of appointments.
COVID-19
Our technicians will be wearing mask and sanitization thorough the job and maintain maximum social distancing throughout the job and customers will be briefed on workflow to avoid contact during the job.
What to expect
Expect some noise level, movement of technician, running cables, and etc. All jobs will follow strict servicing guidelines set forth by our company to ensure full customer’s satisfaction.
Workplace protection will be installed to protect your property before we start. Technicians will clean and tidy up all work areas after completion of job and do a complete run through before leaving the premises.
Schedule
A pre-arrival message will be sent to customers before arrival.
Hazardous Weather Conditions
Our company reserves the right to reschedule all outdoor related work if it is deemed to be non complying to WorkSafe VIC and OHS guidelines. This normally involves inappropriate weather conditions such as rain, hot weather above 35 degrees Celsius and etc.
Privacy Protection
Duct Mates understand that personal privacy and protection of our customers are of highest priority. During the job, our technicians will regularly take photos of work-related areas only (vents, registers, controller, AHU etc) and should you feel uncomfortable with this SOP, please let us know. This procedure is to ensure our record is properly maintained to trace any inconsistencies in our service rendered to all customers. The record is strictly maintained in our heavily secured cloud based CRM and is never shared with any external parties.
