Frequently asked questions

Use the Request a Quote form — it takes a few minutes and lets you attach photos, which is the single biggest thing that speeds up an accurate quote. You'll receive a reference number on submission, and we'll come back to you to confirm scope or arrange an inspection where one is needed.

Standard quoting from photos and descriptions is free. Where diagnosis requires significant on-site investigation — leak detection, for example — any assessment cost is agreed with you before anyone attends.

Quotes state amounts and whether GST is included on their face. AUS Wide Maintenance is registered for GST and issues tax invoices.

If we find something outside the quoted scope, such as concealed damage behind a wall, work on that item pauses until you approve a written variation. No surprise line items on the invoice. No surprise line items on the invoice.

Work in regulated trades — plumbing, gasfitting, electrical, refrigerant handling and similar — is arranged through, or completed by, tradespeople holding the licences that work legally requires, and compliance certificates are provided where applicable. You deal with one point of contact; the paperwork still comes from the licensed trade that did the work.

AUS Wide Maintenance is based in Victoria. Additional service areas are subject to confirmation — include the property location in your quote request and we will confirm availability for your address.

Both. One-off repairs and projects are quoted individually; ongoing arrangements — scheduled maintenance for a rental portfolio, a commercial site or an owners corporation — are scoped as a program with agreed response expectations.

Generally we coordinate our own trade network so accountability stays in one place. If your project already has trades attached, mention it in the quote request and we will be straightforward about whether a hybrid arrangement makes sense.

Anything actively causing damage or danger: gas leaks, burst pipes, water entering the building, electrical faults, roof leaks in rain, break-in damage, and structures that need making safe. If there is immediate danger to life, call 000 before anything else.

We carry out make-safe and urgent repair work, but we don't promise response times we can't stand behind. For anything dangerous, 000, the SES and your utility distributors' faults lines come first. The urgent damage page explains what to do and how to reach us about the repairs that follow.

Yes — make-safe and reinstatement work is documented with the photos and scopes insurers ask for. Claims decisions remain between you and your insurer.

Yes. Make-safe and initial damage mitigation are treated as their own task: stabilising the site and preventing further damage, documented with photographs. Permanent repairs are scoped, quoted and approved separately. Attendance is confirmed per job rather than promised in advance.

Yes. Photos of the affected areas, notes on what was observed and an itemised quotation are standard outputs, tied to your claim or work-order reference so they drop into the file cleanly.

Yes, where we're engaged by the owner, the property manager or an authorised representative. We provide the documentation the claim needs and respond to scope queries. Coverage and claim decisions stay with the insurer and its appointed representatives — we don't make them.

Yes, line by line. If the scope leaves something out that the site will need, we flag it before you rely on the quote rather than after.

Yes. Occupied buildings are normal for us: notice to residents, access coordination with the OC or building manager, site protection in shared areas, and clean, secured work areas at the end of each day.

Anything beyond the approved scope is quoted and submitted for approval before the extra work proceeds. Variations appear as their own line items so the paper trail stays clean.

Yes. Progress updates, photos and completion records are addressed to whoever the owners corporation authorises, referenced to the work order, and written so they can go into meeting papers as they are.

Depending on the job, it's our own people, specialist trades we coordinate, or both. Whoever attends, the scope, schedule and standard remain our responsibility — that is the point of using a coordinated provider.

Invoices are issued with clear payment terms and payment instructions stated on them. Deposit and progress-payment arrangements for larger projects are set out in the quote before you accept it.

You get a confirmation with a reference number straight away. We then review the details, come back with any questions, and provide a written quote or arrange an inspection. If a request is outside what we can service, we tell you promptly rather than leaving it hanging.

Work is performed with due care and skill, and consumer guarantees under Australian Consumer Law apply to services we supply. Specific warranty terms for materials and trade work are stated in quotes, because they vary by product and trade.