Most people hire a plumber the way they call a taxi: quickly, and without asking much. That works until it does not. The difference between a good job and a bad one is usually settled in the two minutes before anyone picks up a tool.
These are the ten questions worth asking a plumber in Sydney, with the answers to listen for. If water is already on the floor, skip to the short version at the end.
1. What is your licence number?
In NSW, plumbing and drainage work has to be done by someone who holds a licence from NSW Fair Trading. A licensed plumber will give you the number without hesitating. Then check it on the NSW Fair Trading register. Our guide to verifying a plumber’s licence shows how.
Listen for: the number, straight away. Be wary of “the boss has it” or “I will send it later”.
2. Does your licence cover this job?
Plumbing, drainage and gas fitting are licensed separately. A plumber is not automatically allowed to touch a gas line, and gas fitting needs its own licence. Ask the question if the job involves gas, a sewer line or a hot water system that runs on gas.
3. Are you insured?
A plumber should carry public liability insurance, which covers damage to your home or to a neighbour’s. For a big job, or any job in an apartment building, ask for the certificate of currency. Strata managers often require it before a tradesperson is allowed on site.
4. What do you charge to turn up?
Some plumbers charge a call-out fee on top of the hourly rate, some charge a minimum of one hour, and some include travel in the rate. It matters most on short jobs. Our post on hidden plumbing costs lists the nine charges worth asking about.
5. What is the rate right now?
Not the daytime rate: the rate at this hour, on this day. After-hours loadings are where most bill shock comes from.
Listen for: a number. “It depends” is an answer to a different question.
6. Will I get a written quote before you start?
A quote sets out the work and the price. Once you accept it, the business generally cannot charge more unless you agree to extra work. Ask, too, what happens if they find something unexpected: the right answer is that the work stops and you are quoted again before it goes on.
7. What parts will you use?
Plumbing products installed in Australia have to carry the WaterMark. Ask what brand is going in and whether it is like for like with what is coming out. If you are supplying your own taps or toilet, check that they are WaterMark certified before the plumber arrives, because a licensed plumber cannot legally install them otherwise.
8. Who is actually coming?
The person on the phone is often not the person who does the work. Ask for the name of the plumber, whether they are licensed themselves or working under supervision, and roughly when they will arrive.
9. What guarantee comes with the work?
Residential building work in NSW, which includes plumbing, carries statutory warranties: six years for major defects and two years for other defects. Many plumbers add their own workmanship guarantee. Ask what it covers and for how long, and get it in writing on the invoice. Your rights under the Australian Consumer Law apply as well; the ACCC explains them.
10. What paperwork will I get?
At the least: an itemised invoice showing the business name, the ABN and the licence number. For new plumbing, drainage or gas work, a certificate of compliance as well. Keep both. An insurer or a buyer may ask for them years later.
The short version, for an emergency
When a pipe has burst you do not have time for ten questions. Turn the water off at the meter first; our guide shows where the shut-off is. Then ask three things on the phone:
- What is your rate right now, and is there a call-out fee?
- When can someone be here?
- Are you licensed for this type of work?
Ask for the plumber’s name, and get the quote in writing, or by text, before the work starts. The other seven questions can wait until the water is off.
Ask us the same questions
They apply to us as much as to anyone. Our emergency rate is $120-160 an hour at any hour with no separate call-out fee, every plumber we send holds a current NSW Fair Trading licence and will give you the number, and you get a written quote before work starts. See our emergency plumber Sydney page, or read why a local plumber is usually the better choice.