Maintenance Request Agreement

Emergency Maintenance

IMPORTANT: If you are experiencing emergency maintenance issues, please use the following these steps!

  1. Ensure the Issue is classified as an Emergency. Under the Residential Tenancies Act, the emergency maintenance criteria is as follows:
    • a burst water service or a serious water service leak
    • a blocked or broken toilet
    • a serious roof leak
    • a gas leak
    • a dangerous electrical fault
    • flooding or serious flood damage
    • serious storm, fire or imact damage
    • a failure or breakdown of an essential service or appliance on the property for hot water, cooking or heating
    • a fault or damage that makes the property unsafe or insecure
    • a fault or damage likely to injure a person, damage property or unduly inconvenience a tenant
    • a serious fault in a staircase, lift or other common area of the property that unduly inconveniences a tenant in gaining access to, or using, the property.
  2. Contact us or, if it is outside of business hours, the appropriate tradesman.

If the problem is occurring during business hours, please get in contact with us straight away. If it is outside of business hours or we are unable to take your call, please contact the following relevant tradesman:

Electrical Repairs

Name: A-Lec Electrical
Phone: (07) 4772 0112

Name: C-Vella Plumbing & Electrical
Phone: (07) 4779 6183

Plumbing Repairs

Name: GNL Plumbing
Phone: 0458 112 062

Name: C-Vella Plumbing & Electrical
Phone: (07) 4779 6183

PLEASE NOTE: It is your right as a tenant to call a tradesman to your property to attend to emergency maintenance and the owner is responsible for the charges: HOWEVER, please ensure this is definitely considered an emergency BEFORE calling out a tradesman. If a tradesman attends, and it is not an emergency or something you can fixed yourself and you have caused, you will be responsible for any costs associated with the request.

3. Report It!

It is a legal requirement that any emergency maintenance is reported in writing, regardless of whether you have spoken to us over the phone.

Please ensure you also submit an online request (above) with all the relevant information.

If you do not report the emergency maintenance in writing, you will be held responsible for any costs incurred by the owner for the event.

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Our Purpose

Our purpose is to provide property owners the assurance of Excellent Service in an industry where there is little to no accountability to the advice and service they receive. ‘Good’ is not good enough for you, and it’s not good enough for us.

Our Method

At Excellence Property Management, we combine our method and systems, with excellent people who are trained and educated in the industry to ensure you receive only candid advice and service. Click here to find out more!

Our Guarantees

We Specialise in EXCELLENT Residential Property Management. If we aren’t giving you an EXCELLENT service, you won’t pay!

Contact Details


Excellence Property Management
PO Box 425, Townsville, QLD, 4810
(07) 4408 8062
info@excellencepm.com.au