Our Guarantee

Here at Fallon Services we want our customers to be amazed with the commitment and level of professionalism that we provide.

 

“Our goal is to provide you with 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 Services; and what we are doing to hold ourselves accountable every day.

We will provide customers with an accurate itemised bill.

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

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

Our technicians will arrive in a clean sign written Fallon vehicle and will be wearing a Fallon Services uniform. They will be 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 however many of our customers are happy to do their own clean up to reduce their bill 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.

The first job of the day is a fixed time appointment and we will arrive at that time. This can be between 6am and 7.30am depending upon your requirements. Other appointments are booked as appointment windows.
Until we arrive at the job before you and fully assess the works, we cannot be 100% sure of how long the job will take and then after that how long it will travel to your job in the traffic.

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

We will 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 by calling 1300 762 260 or in any of the following ways:

• Send us an online enquiry, via fallonservices.com and receive a response within 24 hours
• Send us an e-mail at mailto:enquiries@fallonservices.com?subject=I have an enquiry about your services and receive a response within 24 hours 

Our large team in the service centre means our team in the field can focus on fixing your problem 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. Backed by almost 50 years experience you can be sure Fallon Services will provide you the most time efficient and cost effective way to solve your individual problem.

We can provide emergency repairs and support.

Got an emergency? Make sure you tell our service centre staff so that they can prioritise your job as an emergency.

We are committed to quality.

Fallon Services 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 Services is committed to providing a 12 month warranty on all work that we carry out. The exception to this is normal wear and tear of items such as Washers inside of Plumbing Fixtures, blockages in pipes and Fuses & Light Bulbs. In these cases we will cover the defective materials/work only.

Installation of new appliances is covered under manufacturer’s warranty and this can vary.Poles and foundations can receive up to ten years, air conditioners are quite often 5 years and so on.

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 regularly carry out staff training and keep our teams updated as technology evolves. As members of the Master Electricians and Master Plumbers, our team 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 training and safety training.
• We are members and accredited with all relevant boards and hold current licences/insurances.
• We abide by all relevant codes of practice.
• All our work compiles with Australian Standards.
• All of our staff have been fully trained in occupational health and safety and are holders of the Induction Bluecard. 
• 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 Services 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 & 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.

Some reports from our satisfied customers can be read on our Testimonials page.

We welcome customer feedback.

If you aren’t happy, we want to know.

Please contact our service centre either by phone or email whenever you have a concern or a problem with your service. If the team in the service centre can help, they will contact you directly otherwise they will refer you to the General Manager responsible for each trade or the administration area.

All Fallon Service team members are dedicated to meeting the commitments above and to exceeding your expectations. We are working very hard to serve our customers better and listen carefully to your feedback

If you have any thoughts or ideas about this Guarantee or about your experience with Fallon Services, we encourage you to share them with us