Lifetime Labour Warranty

If we did the work, we stand behind it.

Proximity Plumbing guarantees the workmanship of every job we complete, for as long as you own the property. If plumbing, drainage, gas or hot-water work we performed fails because of our workmanship, we come back and fix it at our cost: no argument, no call-out fee, no labour charge.

This is a commitment we have built the business on. It is also why we diagnose properly, quote the full scope before we start, and photograph and document every job.

What is covered

• The labour on any work performed by a Proximity Plumbing licensed tradesperson or supervised apprentice, invoiced through Proximity and paid in full.
• A defect in our workmanship, meaning the work was not carried out to the applicable code (AS/NZS 3500, AS/NZS 5601, the Plumbing Code of Australia), the manufacturer's installation instructions, or the Proximity standard.
• The labour to diagnose, access, repair or redo the defective work, and to make good the immediate work area to the condition we left it in.

The warranty applies for the life of the installation while you remain the owner or occupier of the property for which the work was done.

What is not covered

The Lifetime Labour Warranty covers labour only. It does not cover:

• Materials, parts, fixtures and appliances. These are covered by the manufacturer's warranty. We register warranties where required and will handle the claim and attend to replace parts under the manufacturer's terms: the manufacturer's warranty period and conditions apply to the part itself.
• Pre-existing or unrelated faults: failures in pipework, fixtures or systems we did not install or work on, even if close to our work. Our quote and job notes define the scope of what we did.
• Recurring blockages. Clearing a blocked drain is covered against our workmanship on the day; it is not a guarantee the drain will not block again. Drains re-block because of tree-root intrusion, collapsed or displaced pipes, grease, wipes and foreign objects. Where we identify a structural cause, we will recommend a permanent repair and quote it separately.
• Fair wear and tear, corrosion, scale, mineral build-up, water-quality issues, settlement or ground movement.
• Damage or failure caused by others: alteration, repair, tampering or interference by anyone other than Proximity; misuse, neglect or overloading; building works, renovations or excavation; animals, pests or tree roots; power surges or supply faults; floods, storms, fire or other events beyond our control.
• Consequential loss: loss or damage caused by a defect (for example water damage to flooring, contents or finishes) is handled under section 5 below and under your consumer-law rights, not under this workmanship warranty.
• Work not paid in full, work performed outside a Proximity quote or invoice, work done privately by any current or former employee, or work on a property that has since been sold.
• Temporary or "make safe" repairs that we told you in writing were temporary, and work where you declined our recommended scope and we noted that in the quote or job notes.
• Jobs where the customer did not give us a reasonable opportunity to attend and rectify before engaging another tradesperson.

How to make a claim

1. Contact us as soon as you notice a problem: phone, email or through the website. Tell us the address, roughly when the work was done (the invoice number helps) and what you are seeing. If water or gas is leaking, isolate the supply if it is safe to do so and call us immediately; for a gas smell, leave the area and call 000 or Jemena on 131 909.
2. We check our records. Every job is photographed and documented, so we can usually confirm scope and date within the hour.
3. We attend. Warranty callbacks are prioritised in our schedule. There is no call-out fee for a warranty inspection on our own work.
4. We diagnose on site and document what we find with photos.
5. If the fault is our workmanship, we fix it at no charge for labour. If a part has failed, we manage the manufacturer's warranty claim for you. If the fault is not related to our work, we will show you what we found, explain it in plain English and quote any repair separately, you are under no obligation to proceed, and the decision to charge is made by our Director or Field Manager, not on the spot.

Our standards on every callback

The same standards apply to a warranty visit as to any job: a 30-minute courtesy call, boot covers and drop sheets, plain-English explanation, photos before and after, and a site left cleaner than we found it. If you are a strata or property manager, you receive a same-day written report.

Your rights under Australian law

This warranty is in addition to, and does not limit, your rights under:

• the Australian Consumer Law: our services come with guarantees that cannot be excluded, including that they will be provided with due care and skill and be fit for purpose. For a major failure you are entitled to cancel the service contract and obtain a refund of the unused portion, or compensation for its reduced value. You are also entitled to be compensated for other reasonably foreseeable loss or damage. If the failure is not major, you are entitled to have the problem fixed in a reasonable time.
• the Home Building Act 1989 (NSW) statutory warranties: for residential building work these run for six years for major defects and two years for other defects from completion, and are enforceable by subsequent owners.

Where a consumer-law or statutory remedy is more favourable to you than this warranty, that remedy applies.

Transfer on sale

The Lifetime Labour Warranty is personal to the customer who engaged us and ends when the property is sold or the lease ends. Statutory warranties under the Home Building Act transfer to subsequent owners by law. If you are selling, we are happy to provide a copy of the job records and compliance certificates for your conveyancer.

Questions or disputes

If you disagree with a warranty decision, ask for it to be reviewed by our Director through our Complaints Policy. We aim to resolve warranty disputes within ten business days. If we cannot, you may contact NSW Fair Trading / Building Commission NSW on 13 32 20.

Warranty enquiries
Proximity Plumbing · 229 Bronte Road, Waverley NSW 2024
Email: admin@proximityplumbing.com.au · Phone: (02) 9388 7292