Effective Date: 25/01/2025
At Trade Care Partners (TCP), our goal is to provide fair, reliable, and timely support to all members. This Reasonable Use Policy outlines the expectations around how included services — such as call-outs and trade coordination — should be accessed under each membership tier.
1. Purpose
This policy ensures that all members have fair and consistent access to the services included in their membership, and that TCP resources and trade availability are used efficiently and appropriately.
2. Fair Use of Included Call-Outs
- Each membership tier includes a set number of call-outs within a defined time period (e.g., 1 every 45 or 60 days).
- These call-outs are intended for genuine, necessary maintenance or repair requests, not for convenience or repeated non-urgent issues.
- Repeated use of included call-outs for minor, cosmetic, or non-essential issues may be reviewed and may result in additional charges or membership review.
3. Property Coverage
- Only properties nominated under a membership (e.g. up to 3 for Emerald Plus) are eligible for included services.
- Services requested for additional or undeclared properties will be charged at standard rates. Memebrships are only to be used for coverage of the listed property at signup.
4. Abuse of Services
The following behaviours are considered misuse and may result in warnings, extra fees, or termination of membership:
- Excessive or repetitive non-urgent call-outs.
- Using the call-out service for unapproved third parties or properties.
- Misleading or false call-out requests.
- Repeatedly missing scheduled appointments without notice.
- Using TCP services for commercial or industrial purposes outside the scope of a residential membership.
5. TCP’s Right to Review
TCP reserves the right to monitor usage and take reasonable action if a member’s use of services is deemed excessive, unreasonable, or inconsistent with the intended purpose of their membership.
6. Need More Support?
We understand some members may require additional support from time to time. If your property requires more frequent assistance, TCP can offer customised or upgraded service solutions to better meet your needs.
For any questions or clarifications, please contact our support team at 1300 GO2 TCP, 1300 462 827 or Admin@tcpaustralia.au