Business & General FAQs

Can I book multiple services in one appointment?

Yes, we can send the right trades to handle multiple jobs at once.

Can I book online or only by phone?

Currently, you can book by phone or through our text service via our website, both of which are staffed from 7am until 9pm Monday – Sunday. From time to time, we may also have Colin our mascot manning the text line outside of these hours. Additionally, we will soon be launching the Smartfix app, that will give you even more ways to book.

Can someone else book on my behalf?

Yes, we’re happy to arrange bookings through family members, landlords, or managers. However, we must have the owner’s phone number for job clarification and quote approval before we can schedule the work.

Do I need to be home when the work is done?

Not always, but someone may need to let us in. We’ll work with you to plan the best setup.

Do I need to describe the job in detail when booking?

A short summary is enough. If we need more info, we’ll ask.

Do you offer free quotes before I commit to a booking?

Yes, we offer no obligation free quotes. We’ll let you know at the time of booking whether this is over the phone or onsite.

How do I book a job with Smartfix?

You can book by phone, online, or by sending us a message – whatever suits you best.

How long does it take to get a booking during busy times?

We try to offer next-day slots, even during peak times. For urgent jobs, we’ll fit you in sooner.

What information do you need from me when I book?

Just your name, address, contact details, and a brief job description. Our Customer Service team will then coordinate a site visit from one of our assessors, so we can accurately quote.

Will I get a confirmation once I’ve booked?

Yes, you’ll receive confirmation by SMS or email with the booking details.

Can I expect to see the mascot on your vans or uniforms?

Yes, you’ll spot it on shirts, vehicles, and some of our paperwork too.

Can I learn more about your brand story?

Yes, visit our website or ask our team – we’re proud of our journey.

Do you have a company mascot?

Yes, we do – he’s called Colin the Chameleon! You’ll spot our mascot on vehicles, uniforms, and materials.

Does the mascot appear in your community events or ads?

Yes, it’s part of how we connect with families and local events in Perth.

How does the mascot fit into your brand?

It brings personality to the brand and helps us stand out in a crowded market.

Is the mascot just for kids or everyone?

Everyone! It’s playful but professional – just like our team.

What does your mascot represent?

Meet Colin the Chameleon! Just like his real-life counterpart, Colin adapts to any situation, perfectly symbolising our ability to handle a wide range of trades and services under one roof reflects our friendly service, can-do attitude, and team spirit.

What is the personality behind the Smartfix brand?

We’re helpful, reliable, and down-to-earth – always aiming to do the right thing.

Why did you create a mascot for Smartfix?

We wanted a fun; friendly face that helps customers recognise and remember us.

Are your tradespeople licensed and insured?

Yes, all of our trades are licensed, insured, and trained to industry standards.

Do you offer emergency services?

Yes, we provide emergency callouts for electrical, plumbing, and more. We offer Electrical, Plumbing, Air Conditioning, Hot Water, Water Filtration and multi-trade services across Perth.

How do I book a service with Team Smartfix?

You can call us, use our online form, or request a quote through our website.

How does Team Smartfix approach safety and cleanliness on-site?

We follow strict safety protocols and clean up after ourselves on every job.

What areas do you service?

We service from Two Rocks to Mandurah, with teams north and south of the river.

What makes Smartfix different?

We’re a local, family-owned company with a large in-house team, offering all services under one roof for convenience and consistency.

Are all Smartfix trades fully licensed and insured?

Yes, all our tradespeople are fully licensed, and covered by our insurances.

Can you manage jobs that involve more than one trade?

Yes, we’re set up for multi-trade jobs and can handle everything from start to finish.

Do you employ your trades directly?

Yes, our team is directly employed and trained the Smartfix way.

Do you work with both residential and commercial clients?

Yes, we work with homeowners, tenants, landlords, builders, and businesses of all sizes.

Is Smartfix a local Perth business?

Yes, we’re 100% WA owned and operated, with a team based right here in Perth.

What are the core values behind Smartfix?

We value honesty, quality, care, and professionalism – and we back our work every time, this is why we offer a lifetime guarantee.

What makes Smartfix different from other trade companies?

We offer reliable, multi-trade service with a focus on care, communication, and high-quality work.

What services does Smartfix offer?

We offer Electrical, Plumbing, Air Conditioning, Hot Water, Water Filtration and multi-trade services across Perth. Within Electrical services, we offer all of the following sub services: Emergency Electrical, Electrical Safety, Power Circuits, Lighting, Air Movement, CCTV Systems, TV & Data, Electrical Vehicle Charging (EV), Air Conditioning, Split Systems, Ducted Systems, Evaporative Systems, Cassette Systems. Within Plumbing, we offer the following services: Emergency Plumbing, Leak Detection, Burst Pipe, Blocked Drains, Toilet Installs & Repairs, Tapware Installs & Repairs, Bathroom Fittings & Renovations, Hot Water, Heat Pump, Gas, Gas Storage, Electric Storage, Gas Instantaneous, Electric Instantaneous, Solar Hot Water, Water Filtration. Across our Home Maintenance division, we offer: Handyman Services, Renovations, Carpentry, Cabinetry, Ceilings & Plastering, Painting, Tiling.

Where can I read reviews about your work?

You can read reviews on Google, social media, or ask us for customer feedback from recent jobs.

Can I ask questions before booking a service?

Yes, of course – we’re here to help and make sure you book the right service.

Can I get help choosing the right service for my job?

Yes, our team is happy to guide you to the right trade or solution.

Can I speak to someone if I have a concern?

Yes, we’re always happy to talk and sort out any concerns quickly.

Do you keep my contact details private?

Yes, we respect your privacy and never share your details without permission.

Do you offer follow-up after the work is done?

Yes, we check in after major jobs and welcome any feedback.

Do you send reminders or notifications before bookings?

Yes, we send SMS and email reminders, and let you know when we’re on the way.

How do I contact Smartfix for support?

You can reach us by phone, email, or through our website contact form.

How do you handle customer complaints or feedback?

We take feedback seriously. If there’s an issue, we’ll work to resolve it fairly and quickly.

Is support available outside normal business hours?

We don’t offer job attendance outside of standard hours, but yes — support is still available.

If you need to log an issue, ask a question, or get ahead of tomorrow’s job, you can reach us via text chat anytime. One of our Customer Service team will follow up as soon as they’re back online — from 7:00am to 6:00pm, Monday to Friday.

If you’re dealing with an urgent issue (like no power or hot water), we have self-help guides on our website to help you stay safe until we can attend the next business day.

What does the Smartfix name stand for?

It means smart solutions and reliable fixes – done properly, every time.

Will I be kept updated during the job?

Yes, we keep you informed before, during, and after the work is done.

Do you repair appliances like dryers, ovens or washing machines?

We used to offer appliance repairs, but we’ve now stepped away from that part of the industry. These days, we focus on core electrical work and appliance installations — so if you’ve got a new appliance that needs professional installation, we can absolutely help. However, we don’t install or repair electric fireplaces, and for repair work in general (like fixing cords, internal faults, or components), we recommend contacting a licensed appliance repair specialist.

How long has Smartfix been operating?

Smartfix has been proudly serving Perth homes and businesses for almost 10 years.

What brands of equipment do you carry / install / service?

Most major brands, let us know which one you’re interested in and I’ll verify with the team.

What happens if Smartfix gets its data wrong and messages the wrong person?

Sometimes this happens — there might’ve been a mix-up. It could be that the enquiry form we received had the wrong details entered (easy mistake), or perhaps the person we thought this was has changed their number and it’s now reached you. It’s also possible that someone entered your details by accident — or as a prank (classic).

Whatever the reason, we get it — it’s odd hearing from a company you’ve never contacted. We’ve got two easy options from here:

If you’d prefer no further contact, just let us know and we’ll remove your details from our system immediately — no questions asked.

Or, if this random message has sparked your curiosity, we’re happy to tell you a bit more about who we are and what we do.

Totally your call — just say the word.

What is Smartfix's / Colin's / your email address?

You can reach the team at Smartfix on several different emails, many of which may bring you back to me as I monitor most of the inboxes. To get through to person straight away, simply email [email protected]. We check it regularly and will get back to you as soon as we can. If your job is urgent, calling is usually faster.

Who are the people involved in the process of working with Smartfix?

Customer Service team – helping customers with all enquiries and bookings, so when we scheduling a call back or site visit, this would always be coordinated by a customer service team member. The Customer Service team will also be back in touch after the works are complete to ensure that everything has gone as expected and that you are happy with our service.

Site Assessor – as a first step, Smartfix will send a site assessor to inspect the work needed at your location. THis ensures that we can full understand the works needed and provide you with a custom but accurate quote for works.

Head of Department (Electrical / Plumbing / Property Maintenance) – these experts have oversight of the entire site assessment process and support the on the ground team to ensure we provide you the best, and most thorough advice and quote for the works needed.

Tradies / Tradesperson / Installer – once a quote has been approved by you / the homeowner, one of our tradies will come on site as soon as possible to complete / start the work. Whilst we strive to deliver same-day trades, this is not always possible. What we do commit to is that we will do everything we can to attend emergency requirements as soon as possible, and if we need to make any changes to the schedule we will let you know of with at least 1 hours’ notice.

Are emergency services available after hours?

We no longer attend emergency call-outs outside of business hours. Our team operates strictly Monday to Friday, 7:00am to 6:00pm.

If you’re dealing with an electrical or hot water emergency, we’ll prioritise your job first thing the next business day. In the meantime, you’ll find helpful safety guides and self-help resources on our website.

You can also send us a message via text chat anytime — we’ll gather the info and line things up so you’re at the front of the queue when our team is next available.

Can I get emergency help on weekends or public holidays?

We no longer attend call-outs outside business hours, including weekends and public holidays.

If you’re dealing with a genuine emergency — such as no power or a hot water failure — we can prioritise your job first thing the next business day. You’re also welcome to send us a message via text anytime. Our team will respond as soon as they’re back online to coordinate support, and you’ll find helpful safety guides on our website in the meantime.

Do emergency call outs cost more than regular work?

Yes, emergency work may have a higher rate, but we’ll explain everything clearly before we begin. For Smartfix emergency call outs represent incidents that need immediate attendance outside of our typical tradies hours (Monday – Friday 7am – 5pm).

Do you offer emergency call outs?

Yes, we cover electrical, plumbing, gas, and hot water emergencies seven days a week to ensure you’re never left without the support you need.

Do you offer emergency services for both homes and businesses?

Yes, we help residential and commercial customers with urgent repairs.

Do you prioritise jobs based on urgency?

Yes, we assess each call and prioritise based on risk, safety, and need.

How quickly can you respond to an emergency?

We aim to arrive within an hour depending on location and traffic.

What counts as an emergency job?

Loss of power, burst pipes, blocked drains, gas leaks- anything urgent that can’t wait.

What should I do while I wait for your emergency team?

If it’s safe, turn off water, power, or gas at the mains and stay clear of hazards. We’ll guide you over the phone if needed.

What types of emergencies do you cover?

We cover electrical emergencies, switchboard fires, plumbing leaks, blocked drains, gas issues, hot water failures, and more.

Are quotes free for all jobs?

Quotes are free for most standard jobs during working hours. For large or complex jobs, we’ll let you know if a paid site visit is needed.

Are there any hidden costs I should be aware of?

No – we’re upfront and honest about all pricing. If something changes, we’ll talk to you first.

Can I get a quote before you start the work?

Yes, we’ll always provide a clear quote before starting unless it’s an urgent emergency.

Can I pay by card on the day?

Full payment is not required till the job is complete and you, as the customer, are satisfied. You can pay by bank transfer when the final invoice comes through or by cash on the day.

Do you charge cancellation fees?

No, we do not charge cancellation fees. However, in rare circumstances if we begin work at a job and cannot proceed or the job is cancelled, a fee may apply – we’ll always discuss this with you and try to be fair.

Do you charge extra for weekend or after-hours work?

In most cases, we don’t attend jobs outside business hours — unless it’s part of a pre-booked Saturday contract or a larger scheduled project.

If after-hours attendance is arranged in advance, higher rates may apply. We’ll always confirm any additional costs upfront so there are no surprises.

For urgent issues like no power or no hot water, we offer next-day priority support, plus self-help guides on our website to keep you safe in the meantime.

Do you offer fixed quotes or hourly rates?

We offer both, depending on the job. Fixed quotes are common for planned work.

Do you offer payment plans or finance options?

Yes, we can offer finance options or staged payments for larger jobs – just ask when booking. Please note, finance options or staged payments need to be organised before any work is commenced.

Is there a call out fee?

Smartfix prides itself on no call out fees for jobs and site visits conducted within our tradies hours (Monday – Friday 7am – 5pm). However, for anything outside of these hours that needs urgent attendance, this constitutes an emergency incident. And yes, for after-hours emergency work an attendance fee is applied, but this is clearly explained before you book.

What payment methods do you accept?

We accept EFTPOS, credit card, bank transfer, and can also take payments on site.

Can I book a job or get a quote if I’m just the tenant?

Because you are the tenant, we do need to speak directly with the homeowner or property manager before we can book an inspection or provide a quote. If you can pass on their contact details, we’re happy to reach out directly to keep things moving. Even if you’re related to the owner, we still need their permission before going ahead.

Can I pay my bill/invoice or make payment online?

We currently don’t offer online payments, but we accept credit/debit cards, bank transfers, and checks. For assistance or to make a payment, please call our office.

Can you provide an estimate over the phone or via email?

We can provide an estimate over the phone or via email only after an onsite inspection has been completed.

Do you do rough quotes?

No

Do you have any promotions / special offers / special promos on at the moment?

Yes – we’re currently offering our Whole House Water Filtration System on promotion for $3,288 supplied and installed, saving you $1,091 off the regular price. This offer is exclusively available until 31 August 2025, subject to standard installation requirements and availability. One system covers every outlet in your home. Call or SMS to claim while it’s still running. Yes – we’re currently offering our Whole House Water Filtration System for $3,288 supplied and installed, saving you $1,091 off the regular price. This offer is valid until 31 August 2025, subject to standard installation requirements and availability. One system covers every outlet in your home. Call or SMS to claim while it’s still running.

Please note – ‘subject to standard installation’ means the system is installed in a straightforward spot – usually near your water meter where there’s space to dig and connect to your main water line. The ideal location is close to your main water shut-off valve so filtered water reaches every tap in your home. If you’re not sure whether your setup qualifies, one of our site assessors can take a look and answer any questions you have

Do you offer any specials or discounts?

We strive to offer competitive pricing and occasionally have some promotions, please call our office for current promotions.

Do you offer payment plans or financing?

Yes, we offer flexible options to accommodate a variety of budgets. Please call our office for more details.

How much do you charge for a diagnostic?

The diagnostic fee can vary depending on several factors. I’ll check with my team and get back to you.

How much do you charge for an installation estimate?

Depending on the work you need done, we may offer free estimates on new installations. What work do you need done? I’ll confirm with the team.

How much do you charge for service call?

The service call fee can vary depending on several factors. I’ll check with my team and get back to you.

What payment methods or types do you accept?

We accept payment methods including credit/debit cards and bank transfers. For more details or specific queries, please call our office.

What service plans do you offer?

At this time we do not offer service plans.

Are there any suburbs you don’t cover?

We cover most of Perth. If you’re unsure, just ask and we’ll confirm.

Can I book you for a job at more than one property?

Yes, we can arrange work at multiple sites under the one booking.

Can I check if you service my suburb?

Yes, give us a call or check online – we’ll confirm straight away.

Can I get service in a gated community or secure site?

Yes, just let us know in advance so we can organise access.

Do you charge extra for travel to outer suburbs?

It depends on the job. For most Perth suburbs, there’s no extra charge – but for jobs further afield, we may need to factor in travel or accommodation costs. We’ll always let you know upfront when quoting.

Do you cover both north and south of the river?

We cover the entire Perth metro area, north and south of the river – from Two Rocks to Mandurah and out to Mundaring.

Do you service both homes and commercial premises?

Yes, we provide reliable service for homes, shops, offices, and more.

Do you work in apartment buildings and units?

Yes, we regularly work in units and apartments, including strata and secure access.

Do you work in regional WA?

No, we currently service metro Perth only.

What areas of Perth do you service?

We cover the entire Perth metro area, north and south of the river – from Two Rocks to Mandurah and out to Mundaring.

Can I book a specific time slot for my job?

Yes, we offer clear time windows and keep you updated as the job approaches.

Can I get a same-day service?

Yes, same-day bookings are often available, especially for urgent issues.

Can I get recurring bookings for regular maintenance?

Yes, we can set up scheduled maintenance to keep your property in top shape.

Do you send reminders before the booking?

Yes, we’ll send a reminder and also let you know when our technician is on the way.

Do you work on public holidays?

We’re available for emergency work on public holidays, and scheduled jobs can be arranged with notice.

How far ahead do I need to book?

We recommend booking a few days ahead for non-urgent work, but we’ll always try to fit you in sooner.

What happens if I need to reschedule my booking?

Just contact us as early as possible and we’ll find another time that suits you.

What hours do you operate during the week?

Our standard trading hours are 7:00am to 6:00pm, Monday to Friday.

Outside these hours, we no longer attend site visits — even for emergencies. If you’re experiencing an electrical or hot water emergency, we’ll prioritise your job first thing the next business day.

In the meantime, you can send us a text message with the details so we can get ahead of it, and you’ll find helpful safety guides on our website to manage things until we arrive.

Will I be told when the technician is on the way?

Yes, you’ll get a message when we’re heading to your job – no guessing or waiting around.

Can Smartfix attend Homeswest (Department of Housing) properties?

We can not attend a Homeswest property based on a tenant’s request. All work for Homeswest properties must be booked and managed directly by Homeswest (Department of Communities). They are responsible for arranging licensed trades, including Smartfix if required.
If you’re a tenant, you’ll need to contact Homeswest to request the work. If they approve it and choose Smartfix, Homeswest will contact us directly to book the job. We cannot quote, attend, or complete work without their approval and booking.

Can Smartfix attend if I’m a tenant and my landlord or property manager has been told about the work?

No, simply notifying your landlord or property manager is not enough for us to attend. Smartfix requires direct approval from the property owner or landlord and their contact information before we can quote or book any work.

We must be in direct contact with the property owner/landlord to send the quote and receive their acceptance. Without this, we cannot attend the property under any circumstances.

Do you do installations for rental or government housing properties?

Smartfix can only attend properties to quote or deliver services at rental and government housing properties if we are approved by the property owner / home owner. We cannot attend properties to quote or complete works at a rental or government housing property without acceptance/ direct approval from the property owner / home owner. Renter permission is not enough, we need to speak with the home owner and get their acceptance of our quote. Once we have the acceptance / direct approval of the property / home owner we are good to go. We regularly work with landlords and property managers to install systems in rental and government homes but only with owner acceptance of our quote. Please note, if you are a tenant or landlord, we will need the homeowner’s contact information before attending for a quote, and their approval before scheduling the work.

Do you offer weekend or evening bookings?

We no longer offer general weekend or evening bookings — our standard trading hours are now 7:00am to 6:00pm, Monday to Friday. That said, if you’re dealing with an electrical emergency like a full power outage, we may still be able to help after hours. Just let us know what’s going on and we’ll see what we can do.

Are materials you supply also covered by warranty?

Yes, any materials we supply are backed by manufacturer warranties.

Can I get documentation for warranty purposes?

Yes, we can provide an invoice, job report, or warranty certificate if needed.

Do you follow Australian Standards for all work?

Yes, all work is completed to the relevant Australian Standards and industry best practices.

Do you guarantee arrival times?

We give a clear window and keep you updated if anything changes.

Do you guarantee the quality of your work?

Yes, we stand by every job. If it’s not done right, we’ll fix it.

How long is the workmanship guarantee?

We’re proud to offer a lifetime workmanship guarantee. For details, just ask when booking or check with your main contact during your job.

Is there a satisfaction guarantee with your services?

Yes – if you’re not happy, we’ll do what we can to make it right.

Is your work covered by a guarantee?

Yes, all our workmanship is covered by a clear lifetime guarantee for peace of mind.

What happens if something goes wrong after the job?

Let us know and we’ll come back to make it right the same day or next day (in most cases) – no hassle, no stress.

What is your process for handling warranty claims?

Just give us a call or check the paperwork left on site at the end of the job, or that we emailed through to you at about the same date and time. We’ll confirm details and send someone out to assess and resolve the issue quickly.

Are you a licensed and insured company?

Yes, we’re we’re fully licensed and insured.

Are your services aligned with WA environmental regulations?

Yes, we follow all WA guidelines for eco-friendly and compliant work.

Are your team trained in sustainable work practices?

Yes, our team is trained to work cleanly, efficiently, and with minimal waste.

Can you advise on ways to reduce my home’s energy use?

Yes, we’re happy to recommend smart upgrades for water, power, and comfort.

Can you install water-saving or energy-saving products?

Yes, we offer LED lights, efficient hot water systems, low flow taps, and more.

Do you offer eco-friendly plumbing and electrical options?

Yes, we can install water-saving and energy-efficient products.

Do you recycle waste materials after a job?

Yes, we recycle where possible, including scrap metal, cardboard, and more.

Do you support local suppliers and reduce transport waste?

Yes, we work with WA-based suppliers where possible to cut down freight miles.

Do you use sustainable products where possible?

Yes, we choose quality, long-lasting materials and avoid waste.

Do your vehicles or tools follow eco-friendly practices?

We plan our jobs to reduce driving and use battery-powered tools where practical.

What steps do you take to lower your environmental impact?

We reduce paper use, recycle, drive smart, and always aim to leave jobs clean.