What to do and other general? FAQ's

Is there a limit to the Industry Response?

The funding required for the Agreed Works Programme is uncapped by time and cost. 

Iplex has agreed to pay 80% of the direct costs incurred by Participating Builders. 

The WA Government has agreed to pay $30m, at 20%, towards those direct costs. If the government funding is exhausted, your builder will contribute 20%, and Iplex’s contribution will not change.

How do I know if my builder is a Participating Builder?

You should contact your builder in the first instance to find out if they are a Participating Builder. Alternatively, a list of Participating Builders can be found here which is updated regularly.

My builder is not a Participating Builder—what should I do?

Contact them to access repair works in line with the Agreed Work Programme.

If: 

  • your home has Typlex pipes;
  • you have experienced a Plumbing Failure; 
  • your builder has advised you they are not a Participating Builder in the Industry Response; and
  • your builder is not completing the repair works in line with the Agreed Work Programme, 

you should consider lodging a building services complaint with the Building Commissioner.

 

My builder is not part of the IR. Do I qualify for an LDU?

Yes, all Eligible Homes qualify for an LDU.

My builder is a Participating Builder, but is refusing to do the works required under the Agreed Work Programme. What should I do?

If you are unsatisfied with the time being taken to complete the required remedial works, you should discuss this with your Participating Builder. Unfortunately, due to the backlog, it may be some time before the remedial works can be started. 

However, if the participating builder refuses to perform the work as per the Agreed Work Programme or does not respond to you, please contact DEMIRS at Be.complaints@demirs.wa.gov.au.

What happens to homeowners who have not experienced a Plumbing Failure?

All Eligible Homes, including those whose builders have not or are yet to agree to participate in the IR, are offered the supply and installation of an LDU free of charge.  

The only other action an owner of an Eligible Home needs to do is to stay in touch with their builder.

Not all homes will experience Plumbing Failures, so the IR does not contemplate pre-emptive work being done on WA homes that have not experienced a failure.

My builder has gone into administration. What do I do?

Owners of Eligible Homes where the original builder is insolvent can apply for funding under the IR. In this situation, homeowners should email waircustomer.care@iplex.com.au for further information.

Who is a Qualified Homeowner?

A homeowner of an Eligible Home may be considered a Qualifying Homeowner in the following scenarios: 

  • The builder of the Eligible Home is Insolvent
  • The homeowner has made reasonable efforts to identify the original builder but cannot find them
  • Homeowner was the owner builder or renovator

 

To be recognised as a Qualifying Homeowner, the homeowner should contact waircustomer.care@iplex.com.au for more information, including how to confirm your eligibility as a Qualifying Homeowner. 

As a Qualified Homeowner, you may access the funding available under the IR and are eligible for the Agreed Work Programme. 

Will accessing support and repair work under the Agreed Work Programme impact my legal rights?

We are unable to provide legal advice. Please see this page for more details.

I have heard there is a class action. Am I entitled to any benefits under the Industry Response?

Yes, so long as you are the homeowner of an Eligible Home, you do not need to opt out of the class action to receive support offered under the Industry Response.

Whether or not the benefits or assistance you receive under the Industry Response will affect the compensation you could receive from the class action (if it is successful) will be decided during the class action.