Terms & Conditions

01 About First Call & how we work #

First Call Plumbing Co. is a Gold Coast based business that connects customers with a carefully selected network of fully QBCC-licensed local plumbers. We handle the bookings, dispatch, customer communication, follow-up and marketing so our network plumbers can focus on doing great work, and so Gold Coast homeowners and property managers have a simple, reliable way to reach a trusted tradesperson quickly.

First Call does not perform plumbing work itself, and does not hold a plumbing or drainage trade licence. Plumbing work is always carried out by an independent, QBCC-licensed plumber from our network. Where we use words like “our plumbers”, “our team”, “our network plumbers” or “the plumber we send”, we mean independent licensed plumbers we have engaged to respond to your enquiry — we are not their employer, we do not direct the technical performance of their work, and we do not hold the trade licence under which the work is performed.

Our role in your job is essentially that of a referral, booking and customer-service partner: we take your enquiry, match it to a suitable network plumber, coordinate timing and communication, follow up on the work, and step in if anything needs sorting out.

02 Definitions #

In these Terms:

ACL

means the Australian Consumer Law, as set out in Schedule 2 to the Competition and Consumer Act 2010 (Cth).

Booking

means a confirmed appointment for a Network Plumber to attend your property in response to your Enquiry.

Enquiry

means any request you make to us for plumbing assistance — whether by phone, SMS, WhatsApp, email, web form, chat or any other channel.

Network Plumber

means an independent, QBCC-licensed plumber engaged within First Call’s referral network to respond to Enquiries.

QBCC

means the Queensland Building and Construction Commission, the Queensland regulator for plumbing and building work.

Service

means the website, enquiry, quoting, booking, dispatch, follow-up and customer-service activities carried out by First Call (and does not include the actual plumbing work, which is supplied by a Network Plumber).

You

means the person using the website or our Service, including any homeowner, occupier, tenant, body corporate or property manager on whose behalf an Enquiry is made.

03 Acceptance and changes to these Terms #

By using our website or Service, you confirm you have read, understood and agreed to these Terms, our Privacy Policy and any other notices we publish on the site.

We may update these Terms from time to time to reflect changes in our Service, the law, or our business practices. The current version will always be available on this page, with an updated “Last updated” date at the top. If you continue to use the website or our Service after an update takes effect, you accept the updated Terms. We’ll do our best to flag any material changes directly with you (for example, by email) where we reasonably can.

04 Eligibility #

To submit an Enquiry or Booking, you must be at least 18 years old and have the legal authority to engage a plumber to attend the property in question. If you’re booking on behalf of someone else (for example, as a property manager, landlord or strata committee member), you confirm you have authority to do so and to agree to these Terms on their behalf.

05 Use of our website #

You may use this website to learn about our Service, request a quote, book a plumber, or contact us. You agree that you will:

• provide accurate and current information when submitting Enquiries or contact forms;
• not use the website for any unlawful, harmful, defamatory or fraudulent purpose;
• not attempt to interfere with, damage, reverse-engineer or gain unauthorised access to the website, its servers, or any connected systems;
• not use automated tools (bots, scrapers, spiders, AI agents) to harvest content, contact details or Enquiries from the website;
• not impersonate any other person, or misrepresent your association with any person or organisation; and
• not copy, reproduce, frame or republish material from this website except as permitted under section 15 below.

We may suspend or terminate your access to the website or our Service at any time, without notice, if we reasonably believe you have breached these Terms or are using the Service inappropriately.

06 Enquiries, quotes and bookings #

When you submit an Enquiry through our website, by phone, SMS, WhatsApp or any other channel, you are asking First Call to arrange for a Network Plumber to contact you and (if you go ahead) attend your property. By submitting an Enquiry, you consent to us:

• contacting you by phone, SMS, email or WhatsApp in response to your Enquiry;
• sharing the details of your Enquiry with one or more Network Plumbers so they can quote and respond; and
• following up with you about the status of the job, both before and after the visit.

An Enquiry on its own is not a contract. A Booking is only confirmed once a Network Plumber accepts the job and confirms an appointment with you. We aim to respond to Enquiries quickly — typically within 60 minutes during normal business hours — but we cannot guarantee response times, plumber availability, or that a plumber will be able to attend at any particular time.

Pricing indications shown on the website (for example, “$0 call-out fee” or “fixed quote before work starts”) reflect the standard practice we ask of our Network Plumbers. The actual price for any job is set and confirmed in writing (where reasonably practical) by the attending Network Plumber, before any work begins. Quotes are valid for the period stated by the Network Plumber and may be re-priced if the scope of work changes once on site.

07 Your contract with the plumber #

This is one of the most important parts of these Terms, so we want to be very clear:

The Network Plumber is responsible for:

• holding the required QBCC licence and current public liability insurance for the work;
• scoping, quoting, invoicing and receipting the work in their own business name;
• performing the work to the standard required by law and the relevant Australian Standards;
• complying with all applicable plumbing, drainage, gas, building, work health and safety, and council laws and regulations;
• arranging any required Form 4 / Notifiable Work submissions, council inspections and certifications; and
• any workmanship warranty that applies to the work.

First Call’s role — the “Service” we provide to you — is the booking, dispatch, communication, follow-up and customer service around the job. We are responsible for delivering that Service with reasonable care and skill, and for honouring our customer commitments (for example, helping you resolve issues if a job doesn’t go to plan).

You are responsible for paying the Network Plumber directly for work performed, at the agreed price, in line with the plumber’s payment terms. First Call generally does not collect, hold or process payment for plumbing work; if we ever do (for example, taking a deposit on a plumber’s behalf), we’ll make that clear in writing at the time.

08 Pricing, GST and payment #

All prices quoted by Network Plumbers are in Australian dollars and, unless stated otherwise, are inclusive of GST. The attending plumber will issue a tax invoice for the work in their own ABN.

Payment terms (including accepted payment methods, deposits, and when payment falls due) are set by the attending Network Plumber. Where work is not paid for in accordance with those terms, late fees, interest or recovery action may be taken by the plumber directly. First Call may assist with reasonable follow-up but is not responsible for collecting payment.

09 Cancellations, no-shows and site access #

You can cancel or reschedule a Booking by contacting us or the attending plumber as soon as possible — ideally with at least a few hours’ notice for standard jobs. Cancellation policies for specific job types (for example, after-hours call-outs, scheduled installs or specialty work) are set by the attending Network Plumber and will be disclosed to you before the Booking is confirmed.

You agree to provide safe, reasonable access to the work area, and to disclose any known site hazards (for example, asbestos, dangerous animals, structural issues or electrical risks) before work commences.

If a plumber is unable to attend a confirmed Booking, we will do our best to arrange another Network Plumber at the earliest opportunity, and we’ll keep you in the loop while we sort it out.

10 Emergencies and response times #

We offer a fast-response service and aim to attend genuine plumbing emergencies (for example, burst pipes, blocked drains causing overflow, or hot-water failures) as quickly as possible. Indicative response times shown on the website are targets, not guarantees, and depend on time of day, location, traffic and plumber availability.

If your situation is life-threatening, involves a structural collapse, electrical hazard or major gas leak, please call 000 first, and isolate the supply (water/gas) at the meter where it is safe to do so.

11 Workmanship, warranties and complaints #

Workmanship warranties on plumbing work are provided by the attending Network Plumber and apply in addition to your statutory rights under the ACL (see section 12). The plumber will tell you what warranty applies to your specific job (for example, a 12-month warranty on labour, plus the manufacturer’s warranty on parts).

If you’re unhappy with any aspect of the Service or the work — whether that’s how we handled your Enquiry, the plumber we sent, or the work performed — please contact us directly on 07 4802 9058 or info@firstcallplumbingco.com.au. We take feedback seriously. We’ll work with you and the plumber to put things right where we can, including by:

• asking the plumber to return to inspect or rectify the work;
• arranging a different Network Plumber to provide a second opinion;
• helping you communicate with the plumber about a refund or warranty claim; and
• removing the plumber from our network if they don’t meet our standards.

For workmanship disputes that cannot be resolved directly with the plumber or with our help, you may also contact the QBCC at qbcc.qld.gov.au.

12 Australian Consumer Law #

Nothing in these Terms excludes, restricts or modifies any right or remedy you have under the ACL or any other law that cannot be lawfully excluded. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

You may have statutory consumer guarantees in relation to the Service we provide, and separately in relation to the plumbing work performed by Network Plumbers. Where those guarantees apply and can lawfully be limited, our liability (and the Network Plumber’s liability) for a failure to comply with a consumer guarantee is limited, at our or the plumber’s option, to:

1. the resupply of the relevant services; or
2. the payment of the cost of having the relevant services resupplied.

13 Reviews, photos and testimonials #

We may invite you to leave a review (for example, on Google) or provide a testimonial after your job. If you do, you grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce and publish that review or testimonial — including any first name, suburb and star rating you provide — on our website, social media and marketing materials. We won’t publish your full name, address or phone number without your consent.

Photos taken on site by the attending plumber (for example, of a completed installation or repair) may be used by us and the plumber for portfolio, training and marketing purposes, in a way that doesn’t identify you or your property. If you’d prefer no photos be taken or used, just let us or the plumber know.

14 Communications, SMS and WhatsApp #

By contacting us, you consent to us replying through the same channel (and through reasonable equivalent channels — for example, replying by SMS to a missed call). Standard message and data rates from your carrier may apply.

You can opt out of non-essential marketing messages from us at any time by replying STOP to an SMS, using the unsubscribe link in any email, or telling us during a call. Service-related communications about an active Enquiry or Booking will continue as needed to deliver the Service.

15 Intellectual property #

All content on this website — including text, photographs, graphics, logos, icons, the “First Call Plumbing Co.” name and brand, layout and overall site design — is owned by First Call or licensed to us, and is protected by Australian and international copyright and trade mark laws.

You may view and print pages from the website for your own personal, non-commercial use (for example, to keep a copy of a quote or Booking confirmation). You must not otherwise copy, reproduce, modify, republish, frame, upload, transmit or distribute any content from this website — in any medium, now or in the future — without our prior written permission. You must not use our name, logo or trade marks in a way that could cause confusion about who you are or suggest an endorsement, partnership or affiliation that does not exist.

16 Third-party links and content #

This website may include links to third-party websites, services or resources (for example, the QBCC licence register, Google Maps, or social media platforms). We include these for convenience only. We don’t control third-party sites and are not responsible for their content, products, privacy practices or availability. Your use of any third-party site is at your own risk and is subject to that site’s terms.

17 Disclaimers #

To the maximum extent permitted by law, and subject to section 12:

• the website and its content are provided “as is” and “as available”, without any warranty of any kind (express or implied);
• we don’t warrant that the website will be uninterrupted, error-free, secure, or free from viruses or other harmful components;
• we don’t warrant the accuracy, completeness or currency of any information on the website, including indicative pricing, service areas, response times, or plumber availability;
• information on the website is general in nature and is not professional plumbing advice for your specific situation; and
• we don’t warrant the work, conduct, timing, pricing or quality of any Network Plumber — those are the responsibility of the plumber, who is independently licensed and insured.

18 Limitation of liability #

To the maximum extent permitted by law, and subject to section 12, First Call (and its directors, employees, contractors and agents) will not be liable to you or anyone else for any loss or damage (including indirect, incidental, special, consequential, or punitive loss, loss of profit, loss of opportunity, loss of data, or loss of goodwill) arising out of or in connection with:

• your use of, or inability to use, the website or Service;
• any error or omission in website content (including indicative pricing or service-area information);
• any delay in responding to an Enquiry or dispatching a plumber;
• the acts, omissions, work, advice, conduct or insolvency of any Network Plumber; or
• any third-party website, service or product linked from our website.

Where our liability cannot be excluded but can lawfully be limited, our total aggregate liability to you in respect of all claims arising out of or in connection with the Service is limited, at our option, to: (a) the resupply of the relevant Service; or (b) the cost of having the relevant Service resupplied.

19 Indemnity #

You agree to indemnify and hold harmless First Call from and against any loss, damage, claim, action, cost or expense (including reasonable legal costs) suffered or incurred by us as a result of:

• your breach of these Terms;
• your misuse of the website or Service;
• any false, misleading or incomplete information you provide to us or to a Network Plumber; or
• your breach of any law, or any third party’s rights, in connection with your use of the website or Service.

This indemnity does not apply to the extent the loss is caused by our negligence, our wilful misconduct, or our breach of these Terms.

20 Force majeure #

Neither party is liable for any failure or delay in performing its obligations (other than payment) caused by an event beyond its reasonable control, including extreme weather, floods, cyclones, fire, pandemics, telecommunications or power outages, industrial action, acts of government, or any other event of force majeure. Where a force majeure event affects a Booking, we’ll work with you and the Network Plumber to reschedule as soon as it’s safe and practical to do so.

21 Privacy #

Any personal information you provide to us is handled in accordance with our Privacy Policy, which forms part of these Terms.

22 Notices, assignment and general #

Notices. Any notice you give us under these Terms should be in writing and sent to info@firstcallplumbingco.com.au. We may give you notice by email, SMS or by posting an updated version of these Terms on this page.

Assignment. You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign or novate our rights and obligations to a related body corporate or as part of a restructure or sale of our business.

Severability. If any part of these Terms is found to be invalid, illegal or unenforceable, that part will be severed (or read down to the minimum extent necessary) and the rest of the Terms will continue in full force and effect.

Waiver. A failure or delay by either party in exercising any right under these Terms isn’t a waiver of that right. Any waiver must be in writing to be effective.

No partnership. Nothing in these Terms creates a partnership, joint venture, agency, employment or fiduciary relationship between you and us, or between us and any Network Plumber. Network Plumbers are independent contractors operating their own businesses.

Entire agreement. These Terms, together with our Privacy Policy and any written quote or job-specific terms provided by the attending Network Plumber, form the entire agreement between you and us in relation to the Service, and supersede any earlier representations or arrangements.

23 Governing law and jurisdiction #

These Terms are governed by the laws of the State of Queensland, Australia. You and First Call submit to the non-exclusive jurisdiction of the courts of Queensland and the courts competent to hear appeals from those courts.

24 Contact us #

If you have any questions about these Terms, or anything else, we’d love to hear from you — just head to our contact page and drop us a message.