Follow the fault-call procedure:
- Log the call with the unit model, location and symptoms. Ask for a photo of the indoor unit label. [1]
- Check the contract. Contract customers are offered a visit within 24 hours; everyone else gets the next free slot. [1]
- If the unit is leaking or tripping the power, ask the customer to switch it off at the isolator. [1]
- Assign a technician trained on that system. VRF and ducted systems go to a senior technician. [2]
- After the visit, record the diagnosis and parts used before closing the job. [1]
Check before promising a weekend visit. The handbook says 24 hours, but the 2026 contract terms allow 48 hours at weekends. [1] [3]
