FREQUENTLY ASKED QUESTIONS

Clients

+ - 1. How do I book an appointment?

You can schedule an appointment by going to www.OnCallSA.co.za from your computer, laptop or cellphone. Simply select the “make a booking” button and you will be asked to log on or register. Then describe the service required (i.e. Tiling, flooring, plumbing, cladding or a combination). Once selected, enter the installation location together with a preferred date and time for the initial site visit.
Your request will be routed to available Service Partners in your area. If we’re unable to secure someone to fit in with your preferred time, OnCallSA will make contact with you and find a suitable alternative. The Service Partner will then visit your premises at the agreed time and generate a formal quotation for you. This quotation is created on our platform and if you are happy, you can accept electronically. After receipt of a deposit we then arrange a time between yourself and the selected Service Partner to do the work. All appointments will be confirmed via SMS (or email).

+ - 2. How do I cancel or reschedule an appointment?

Log into your OnCallSA account at www.OnCallSA.co.za and choose “Follow-up”. Find the job you need to reschedule and choose the “Reschedule” option.

+ - 3. Will I be refunded if I cancel a job after accepting the quote?

If the installation work has not yet started we will cancel the job. If you have paid a deposit, we will gladly refund this on condition that the cancellation is received no less than 48 hours prior to work commencement. Should cancellation be received with less than 48 hours to go, we will charge a 20% cancellation fee and refund the difference.

+ - 4. How does pricing work?

OnCallSA has researched the going rates for the various services in the marketplace and has published these rates for your information. Service Partners take a variety of factors into account when preparing a quotation. These include skills required, location, ease of access, degree of complexity, type of job and tools required.
We encourage our Service Partners to charge within the recommended pricing bands. However, we leave the final rate up to yourself and the Service Partner to agree on. Should you not be satisfied with one Service Partners rate we are able to assist by arranging a second quotation from an alternative Service Partner.

+ - 5. What if I simply want an indicative quote with no onsite evaluation?

You will be able to use our recommended rates to calculate an indicative price for the job you require. Once you have decided to go ahead with the work, we always require an onsite evaluation before we can generate a quotation. This protects both parties in ensuring we can produce a proper quotation up front. We do not charge a call-out fee for the initial assessment.

+ - 6. What notifications do I receive?

We send a confirmation to you as soon as your job has been assigned to a Service Partner and an appointment scheduled. Once the quotation has been accepted, you will again receive a notification confirming the time at which the work will be done. These notifications may be via email or SMS or both depending on the information you provided at registration.

Once the Service Partner has prepared the quotation onsite, you will receive an email copy of the quotation. Once you accept the quote online, you will again receive a confirmation email together with details on how to pay the deposit. Once the work is complete, we will email you the final invoice.

+ - 7. What should I expect on the day of service?

The Service Partner will arrive at the scheduled start time for a job. If for whatever reason they are running late, we will keep you updated to ensure the least inconvenience to you. Our Partners are professional, well presented and will deal with your requests efficiently. All Partners and their employees carry OnCallSA photo ID cards and you are encouraged to validate this to ensure you allow only approved contractors onto the premises.

While installations tend to be messy and/or dusty, we require our Partners to work as neatly as possible by always taking reasonable measures to limit mess, dust and damage to your property. When the installation is complete, the Partner will conduct a site inspection with you and only once you are satisfied, will the job be closed and the billing be set in motion. Because service is important to us, we will ask you to complete a short survey on your experience online.

+ - 8. What if something goes wrong on my project?

We get personally involved in helping resolve any issues you experience. We believe most issues are easily resolved with the Partner and we will insist they deliver work to your expectation. In the event that they are unable to do this, we will work with you to allocate an alternative Partner to the job. In the worst case scenario, should we be unable to resolve a matter of dispute, we call in a panel of experts to investigate the matter and provide their findings.

OnCallSA requires our Service Partners to have third party liability, public liability and professional indemnity insurance cover at all times. Reasonable steps will be taken to ensure this cover is in place when the Service Partner is added to the panel and this will be verified at least once a year thereafter.

+ - 9. How do you vet the service providers?

To ensure you get the best customer experience, our Partners are thoroughly vetted against our minimum requirements. These include:

  • Partners must share our passion for exceptional customer service and be prepared to work to OnCallSA’s high service ethic
  • Must be well presented and be fluent in English
  • Be a South African citizen or have a valid South African work permit
  • No criminal convictions or pending criminal court cases
  • Clear credit record with no judgements during the past 3 years
  • Valid South African bank account
  • Working smart phone and the ability to use mobile apps
  • Experience in the relevant trade with good trade references
  • Access to a well maintained and reliable vehicle
  • Have the tools required to perform the work adequately
  • Professional Indemnity and Liability Insurance cover
  • In trades managed by a professional body (such as Plumbers), provide proof of registration and paid up membership

Minimum requirements also apply to Partner employees. All Partner employees must meet the following requirements before we admit them to our system and provide them with photo ID cards:

  • Employees must share our passion for exceptional customer service and be prepared to work to OnCallSA’s high service ethic
  • Be a South African citizen or have a valid South African work permit
  • No criminal convictions or pending criminal court cases

While we take all reasonable precautions in ensuring that no harm is done to you, people on your premises or your property, OnCallSA is unable to accept liability for any death, injury, loss or damage caused by a Partner or their employees.

+ - 10. When do I pay?

All transactions are managed via the platform. Once you accept the quotation, we require a 70% deposit. At this stage, we will ask you to register your debit/credit card details or banking details and authorise payment. Should work outside the original quotation be required, this will firstly be discussed with you, and should you agree to it, a revised quotation will be issued. Additional work shall not be performed until the revised quotation is formally accepted by you. Once your job has been completed and you have indicated this on the platform, OnCallSA will issue you with a Tax Invoice to the total amount of all approved quotations and deduct the outstanding balance from your chosen payment method.

+ - 11. Do I pay OnCallSA or the Service Partner?

OnCallSA handles all transactions via the platform and under no circumstances may clients pay a Service Partner directly. In the event that a Partner requests you to pay them directly they will be in breach of their contract with us. If this does happen, we kindly request that you immediately report this to us.

+ - 12. What payment methods do you accept?

OnCallSA accepts any Visa or MasterCard Credit cards, Debit Orders or EFT’s.

+ - 13. How secure is my deposit?

We have heard so many horror stories about good people losing their deposits to unscrupulous service providers! In our case, you pay OnCallSA directly and we hold all deposits in escrow until the Service Partner has performed their job. In the unlikely event that we experience an issue with a Partner, OnCallSA shall arrange for a suitable replacement at no additional cost to you. With us, your deposit is safe!