RACV Home Trades & Services FAQs

What is RACV Home Trades & Services

RACV Home Trades & Services is an easy-to-use online platform that enables you to get the right, qualified and verified trade or service provider to your door, to professionally deal with almost any job you have around your home.

Whether you need an electrician, a general handyman or a plumber to fix a dripping tap or are looking to enhance your home with a fresh coat of paint, RACV Home Trades & Services will secure the right service provider for you.

It enables you to get multiple quotes for your job from different service providers. The service is totally transparent, so you know who you are dealing with at all times, and you communicate with the service providers directly. You choose the day and time you want the work done. You can even choose the type of tradesperson or service provider you are looking for. It couldn’t be easier.

Best of all though, every job you complete through the RACV Home Trades & Services platform is covered by our RACV Assured program. This means that if anything goes wrong, we’re here to help.

How does RACV Home Trades & Services work?

When you register and sign into the RACV Home Trades & Services platform, you will be able to select from over 100 categories for work you want done at your home. From there, this service will provide a selection of tradespeople or service providers for you to choose from.

You can secure multiple quotes for your job from different service providers if you wish, all handpicked by you. You can also ask us to suggest the best tradesperson or service provider for your job based on your requirements, location and preferences for the type of tradesperson or service provider you like to deal with. The choice is yours.

There is also an option to upload images of the work required to better assist our network of recommended tradespeople and service providers to quote for you.

You will then receive a quote or a range of quotes depending on which option you have chosen and are able to discuss these quotes directly with your service provider using our handy online chat tool.

Once you’re comfortable to progress with a quote, you accept it and arrange directly with the selected service provider for when you would like the job to take place. Only those tradespeople and service providers who you invite to quote for the job can contact you directly. We do not share your contact details with any other businesses, so you can have peace of mind that you are in complete control of the process. 

Every job you complete through the RACV Home Trades & Services platform is covered by our RACV Assured program. This means that if anything goes wrong, we’re here to help.

Are there any fees and charges to use RACV Home Trades & Services?

Getting a quote or multiple quotes through RACV Home Trades & Services is completely free of charge, and obligation free too. Take the time you need to select the right tradesperson or service provider for your job.

Once you are comfortable with their quote, only then will you arrange a suitable date and time for the work to be done and you will do this directly with your selected tradesperson or service provider.

What is does RACV Assured mean?

Subject to the terms set out in this document, RACV Assured will cover the cost of completing, correcting or rectifying faulty work arising from jobs undertaken by a RACV Home Trades & Services Trade or Service Provider who is unable through bankruptcy, ill-health, loss of license or any legitimate reason (which will be assessed by RACV Home Trades & Services case-by-case) to rectify the faulty work themselves.

We confidently offer RACV Assured as a complementary service to all RACV Home Trades & Services customers, as we believe all trade and service providers on our platform - our ‘Tradies’ - are the best in the business. We are an invitation-only platform with all trade and service providers undergoing a vigorous verification process to ensure they have the relevant experience and are qualified and insured to perform their duties.

For clarity, this program is aimed at providing customers with the confidence that an RACV Home Trades & Services Trade or Service Provider will complete the requested work at an appropriate level of quality. Whilst we will do everything possible to ensure that each RACV Home Trades & Services Service Provider acts promptly, turns up on time etc, it is out of the scope of this program. Your feedback in the job reviews will assist us in eliminating any performer who does not maintain the performance expectations we set for them.

RACV Assured is underwritten by an exclusive insurance policy by Lloyds of London (our RACV Assured Insurer), which provides a payment of up to $3,000 towards the cost of rectifying the faulty work.

How does RACV Assured work?

In circumstances where an RACV Home Trades & Services customer has an issue relating to work performed by an RACV Home Trades & Services Service Provider (Claim), the customer may be entitled to initiate a Claim. To make a Claim on RACV Assured, the following steps must be followed:

  1. The original work must have been initiated and fully processed through the RACV Home Trades & Services platform (Platform), and both you and the Service Provider must comply with the RACV Home Trades & Services Terms and Conditions of Use.
  2. The Tradie must be one of the RACV Home Trades & Services verified trade or service suppliers. RACV Assured does not apply to trade or service providers added to the Platform by the customers ‘My Tradies’.
  3. The Job must be either in progress or marked as paid in the Platform.
  4. An issue must be reported within 90 days from when the Job was allocated to the Service Provider.

    The Claim must have been through the RACV Home Trades & Services Dispute Resolution process (as outlined above) and all resolution avenues must have been exhausted.

When these stages are complied with, the RACV Support Team will assist you in transitioning into the RACV Home Trades & Services claim process. 

Note: Any RACV Home Trades & Services Customer who elects to initiate a Claim, acknowledges that any dispute in relation to a Claim is between them and the Service Provider and acknowledges that RACV Home Trades & Services is not liable for any related damages claim. Nothing in the RACV Assured terms and conditions preclude or limits either the RACV Home Trades & Services Customer or the Service Provider from pursuing any available legal rights they may have to pursue any unresolved Claims through the court system.

Any capitalised terms in this document have the same meaning as set out in the RACV Home Trades & Services Platform Terms and Conditions of Use. 

The below diagram outlines the steps and processes that apply to all Claims.

How is an RACV Assured Claim assessed?

Each RACV Assured Claim will be assessed by the RACV Support Team on a case-by-case basis. The RACV Support Team will review all documentation provided by the RACV Home Trades & Services Customer and Service Provider which may include, but is not limited to:

  • Scope of works – job sheet
  • Quotes and any Job variations
  • All communications between the customer and Service Provider (email and chat messages)
  • Invoices
  • Photos of the work
  • Statements relating to the agreed scope of work and;
  • Any other documents that may be required to complete an accurate review of the Job

A member of the RACV Support Team or a nominated expert may conduct a physical site inspection to assess the Job and to ascertain an accurate market value, if it we consider it necessary. After assessing all available information, a recommendation on your Claim will then be provided to the insurance loss adjuster who, on behalf of our RACV Assured Insurer, will at their sole discretion make a final determination.

Are there any exclusions that apply to the RACV Assured program?

RACV Assured does not apply in the following circumstances:

  • Loss or damage as a result of professional agency, advisory or design services (e.g. engineering services, accounting services etc);
  • Personal Injury or Property Damage;
  • Consequential damage;
  • Claims not incurred during the period of insurance;
  • Where a Claim is not reported within 90 days from when the Job is allocated to a Trade or Service provider, or where the Job has not been paid via the Platform or marked as complete on the Platform by the Trade or Home Trades & Services Customer within 21 days of the Job completion date.
  • Claims which are rejected by the RACV Assured Insurer under the terms of its policy;
  • Any Claim which is false, fraudulent or exaggerated;
  • Where the quote in relation to a Claim that has been provided and accepted, is assessed as being as inappropriate and invalid due to pricing not meeting the appropriate market value/market equivalent, or not being an arm’s length transaction;
  • Where there has been any level of dishonesty or fraud within the Job or Claim;
  • Where the Claim relates to the theft or damage to goods;
  • Other exclusion events will be assessed on a case-by-case basis at our discretion and updated from time-to-time.

We reserve the right to change the Terms and Conditions on reasonable notice by publishing updated Terms and Conditions on the RACV Home Trades & Services website (https://racv.hometradesandservices.com.au/terms). The Terms and Conditions that apply will be those in existence at the time you make any Claim.

What if I need emergency repairs?

For urgent assistance in your home, please contact RACV Emergency Home Assist on 13 46 63.

RACV Emergency Home Assist is our rapid response service for common plumbing, electrical and lockout home emergencies.

One call to RACV Emergency Home Assist and you will get a fully accredited and trained RACV tradesperson on your doorstep, usually within an hour, any time of the day, any day of the year.

What if I need urgent repairs but the repairs do not need to be completed on the same day?

RACV Home Trades & Services can help you. The platform can get a tradesperson or service provider to you for urgent jobs by request.

Simply indicate during the booking process when you would like to hear back from the tradesperson or service provider as well as when you would ideally like the job to take place. Our tradespeople and service providers will then respond accordingly.

How are tradespeople and service providers selected for the RACV Home Trades & Services network?

Tradespeople and service providers submit their details so their identity can be verified and qualifications reviewed. They must also submit the relevant insurances and licences held, where applicable, and all insurances and licences within the network are reviewed every year.

The tradespeople and service providers who are a part of the RACV Home Trades & Services network are obliged to keep these documents up-to-date in order to continue receiving work through our platform.  

What if the completed job isn’t to my expectations?

If you are not satisfied with the completed job, the first step is to report your concerns to the tradesperson or service provider who did the work for you.

If you are not able to secure a resolution with the tradesperson or service provider, RACV is there for you. Please call the RACV Home Trades & Services Support Team on 1300 481 462 and we will be happy to advise and guide you.

Every job you complete through the RACV Home Trades & Services platform is covered by our RACV Assured program. This means that if anything goes wrong, we’re here to help.

How does payment occur for a job that has been done?

Our tradespeople and service providers are independent business operators and accept a range of payment options. Many of our tradespeople and service providers also accept cash payments however, to ensure the job is completed on the platform with all job details captured within your job dashboard, either the tradesperson or service provider or you as the customer will need to mark the job as complete on the platform and provide details of the payment. At this point it is also very important to leave a review of the tradesperson or service provider. 

What happens if the tradesperson or service provider doesn’t arrive on time?

Once your tradesperson or service provider has accepted your job, you will be able to make direct contact with them to confirm their arrival time at your home. You also have the ability to rate your service provider when your job is complete, and payment has been made. RACV Home Trades & Services’ online service provider rating function is an important part of our service.

Can RACV book a tradesperson or a service provider on my behalf?

No. The RACV Home Trades & Services Support Team will help you navigate the online platform and answer your questions but they are unable to get quotes and accept jobs on your behalf – you will need to manage this process yourself.

However, please don’t hesitate to call our RACV Home Trades & Services Support Team on 1300 481 462 if you are having trouble navigating the online platform – we will be more than happy to help you at any time.

How do I reschedule my job booking?

The RACV Home Trades & Services platform allows you to communicate directly with the tradesperson or service provider you’ve selected for your job.

To reschedule a job booking, simply contact your service provider directly and as soon as possible to organise another time that suits you and them.

What is the refund policy?

A refund must first be discussed and agreed by the tradesperson or service provider who completed the work at your home.

If a refund resolution can’t be reached with your service provider, please call the RACV Home Trades & Services Support Team on 1300 481 462 for further assistance.

What if I am unhappy with the quotes I receive from the tradesperson or service provider?

RACV Home Trades & Services enables you to contact your tradesperson or service provider directly, so if you are unhappy with the quote you have received, please discuss this further with them.

If you are still not able to reach an agreement around a quote, you are not obliged to accept it and you can move on and request additional quotes through the service from alternative tradespeople and service providers. 

How do I cancel a job booking?

The RACV Home Trades & Services platform enables you to communicate directly with your selected tradesperson or service provider. To ensure your job booking is cancelled without incurring a penalty, please make contact with your tradesperson or service provider as soon as possible with your cancellation request.

Can I post a review about the tradesperson or service provider?

Yes, once your job is complete and payment has been made, you are able to rate your tradesperson or service provider using the RACV Home Trades & Services online rating system. This rating system is an important part of our service and helps you and other users find the right service providers in the future.

Can I use my own tradesperson or service provider through RACV Home Trades & Services?

Yes, you can. RACV Home Trades & Services allows you to load the profile of your own, known tradesperson or service provider which are then known on the platform as ‘My Tradie’. The Tradie will receive notification of your request for a quote or job allocation and will be provided with all the required information via a work order. The Tradie can then contact you directly to then respond privately via email or phone. Note that the Tradie’s information is only visible to you within your own personal profile, this information will not be shared across the network.

Are there any applicable warranties that are applied upon completion of work?

Yes, if you engaged an RACV Home Trades & Services tradesperson or service provider to complete work in your home and you are now dealing with a faulty part or fitting that you believe is under warranty, please contact the tradesperson or service provider that completed the work in your home to discuss making a claim. If you are not able to make contact with the tradesperson or service provider, please call the RACV Home Trades & Services Support Team on 1300 481 462 for further assistance.

Are tradespeople clearly identifiable as a RACV service provider?

RACV Home Trades & Services offers you access to a wide range of recommended, qualified and verified tradespeople and service providers who work as independent business operators under terms and conditions set by RACV.

When you receive a quote from a tradesperson or service provider under our service, you will have full access to their profile and details on their independent business. The tradesperson or service provider will be able to identify themselves as working for this independent business.