Frequently Asked Questions

Welcome to Ticked Off

What is Ticked Off?

Designed by experts in the field, Ticked Off supports the effective delivery of store repairs and maintenance without the fuss. Ticked Off comes desktop, tablet and mobile phone ready. Whether you manage a small group of stores or are nationwide, Ticked Off is ready to do the heavy lifting for you.

What types of works can I get done through Ticked Off?

Most repairs and maintenance can be routinely covered by Ticked Off. Here’s a list of our most used categories. If you don’t see what you’re after here give us a call on 1800 842 533. We’re sure to be able to find you the solution you need from our extensive pre-approved Ticked Off contractor network.

air-conditioning | appliance replacement | audio-visual | cleaning | doors |electrical| essential services | flooring | glazing | handyman | lamp replacement | lighting | locksmith | pest control | procurement | product security | plumbing | shop security | warranty work

Who is a Ticked Off customer?

Ticked Off customers are retailers big and small. Mall, strip or stand-alone site. Whether you own and run a single outlet or are represented nationwide we’ve got you covered. If you’re in retail Ticked Off is the solution you’ve been looking for to take the hassle out of your repairs and maintenance.

Who is a Ticked Off contractor?

Ticked Off works closely with its pre-approved contractor network to have your work requests completed to your satisfaction. All our Ticked Off contractors have the appropriate trade qualifications and licences, insurances and safe work methods in place to complete any work request, big or small.

About my Ticked Off account

How do I sign-up?

Your account is set-up at the same time that your company is set-up in the system. You will receive a registration email from Ticked Off asking you to validate your account. Once you’ve completed this you are able to log-in to Ticked Off on web and iOS or Android phones and tablets.

I didn’t receive my registration email?

Didn’t receive your registration email? Not to worry. The first thing we suggest is to check your junk folder. If the email’s there, simply add the sender and domain to your safe senders list. If not simply follow this link – https://www.tickedoffapp.net/users/confirmation/new – and we’ll send you another registration email.

I forgot my password, how do I reset it?

No problem. Simply go to the Ticked Off website. Hit the log-in button and at login screen and you’ll see a forgot your password link. Click the link, enter your email address, hit the reset button, and then check your inbox. You will receive an email asking you to reset your password.

Logging a request

How do I log a request?

Logging a request couldn’t be easier. Simply select your store name and location, enter your name, and select the category and sub-category of the request you are logging from the drop-down lists.

Select the priority of the request, whether the request needs to be completed out of trading hours, and then all we need is a brief description of the request and some photos to support the request.

The entire process shouldn’t take longer than 60 seconds.

Are there any essential requirements when logging a task?

There are two pieces of information that are vital to a successful outcome. The request description and the quality of the photos that accompany your request. The more informative the description and photos are, the quicker the process is. With a good description and some illustrative pics, we can go straight to our Ticked Off contractor network with the details of your request and get things moving, rather than having to go back and forth until we all have the right information.

What if my request is an unable to trade request?

Unable to trade requests are handled in a completely different manner. Rather than log a request and wait for a reply, we recommend that you call a member of the Ticked Off team immediately on 1800 842 533. We’ll take your details, assess the request and then get straight to work getting the relevant Ticked Off approved contractor on-site as soon as possible.

Once you’ve logged the unable to trade request over the phone, you simply go into the app and log the request as an unable to trade request.

How do I know if my request is an unable to trade request?

Unable to trade requests are defined as requests that have a substantial impact on your ability to trade, and as such need to be attended to as soon as possible. Examples include break-in damages, power outages, lock-outs, or matters that impact the safety of your staff and customers, such as unstable shelving or floor damage causing a trip hazard.

I’ve logged my request, what happens next?

Depending on the type of request, it will either go for further approval within your organisation, or come straight to us to triage and allocate to the applicable contractor within our network.

If the request goes to a manager within your organisation, they will have the option to cancel, hold, or ask for a quote before approving the request.

Changing a request

Can I change the priority of a request once I’ve submitted it?

You can edit any aspect of a request up until the point when the request has been approved. If there is additional information you would like to provide after a request has been approved you will need to call the Ticked Off team on 1800 842 533.

I’ve accidently selected the wrong category or sub-category for a request I’ve submitted. Can I go back in a change it?

You can edit any aspect of a request up until the point when the request has been approved. If there is additional information you would like to provide after a request has been approved you will need to call the Ticked Off team on 1800 842 533.

Can I add to my requests description after I’ve submitted it?

You can edit any aspect of a request up until the point when the request has been approved. If there is additional information you would like to provide after a request has been approved you will need to call the Ticked Off team on 1800 842 533.

Can I add a photo to my description after I’ve submitted it?

You can edit any aspect of a request up until the point when the request has been approved. If there is additional information you would like to provide after a request has been approved you will need to call the Ticked Off team on 1800 842 533.

What do I do if something has changed, and the date and time the Ticked Off contractor is booked in to attend the request doesn’t work for us anymore?

We understand. Circumstances do change. Please call a member of the Ticked Off team on 1800 842 533 as soon as possible and we’ll take care of the rest.

Will I be charged a cancellation fee?

The sooner you can alert us to a change in circumstances the better. Cancellation fees are only typically only charged where the cancellation occurs less than 24hrs prior to scheduled attendance. Our cancellation fee is $150, and may include additional charges if materials have already been ordered and purchased and the request is not subsequently re-scheduled

What happens if the spec for the work request changes?

Sometimes the scope of works changes between when the request is submitted and the contractor attends site. As soon as you are aware of a change please call a member of the Ticked Off team on 1800 842 533.

If a change in scope is only evident when the contractor attends site, the contractor will complete the additional works only if the cost of the additional works are estimated to be minor in relation to the estimated total cost of the request (<20% of the total request). If the cost of the additional works are estimated to be major in relation to the estimated total value of the request, (>20% of total request), we will contact the approver of the request to determine how we should proceed.

The contractor attended the request but couldn’t complete all the works specified. What happens now?

There are instances where a contractor is unable to complete the request in full. This may be due to the variety of reasons. If the contractor needs to come back to site to finish the remaining works we will liaise with you to reschedule the remaining work/s.

If the request had a more comprehensive scope of works, and the contractor has completed most of the works, we may partially complete the request. We will detail the works that have been completed in the initial request and create a new request, linked to the original request, and detail the outstanding works for completion.

Feedback

How do I provide feedback on the performance of Ticked Off contractor who completed the request?

Feedback is the cornerstone of Ticked Off continuous improvement programs. No request is closed without both the contractor and the customer having to opportunity to provide feedback on the relevant request.

We constantly review the feedback we receive to understand how we can improve the Ticked Off experience for our partners. Have some ad-hoc feedback that doesn’t relate to specific request, why not drop us a line on hello@tickedoff.net

How do I contact Ticked Off?

You can get in touch with the Ticked Off in any number of ways:

General enquiries
P 1800 842 533
E hello@tickedoff.net

Finance enquiries
E accounts@tickedoff.net

Technical issues

What internet browser does Ticked Off work best with?

Ticked Off works with most popular web-browsers. We recommend Chrome or Firefox.

What phones and tablets does Ticked Off work best with?

Ticked Off works with both Apple and Android devices.

Apple devices must be running iOS 8.0 or later to support the Ticked Off app. Ticked Off is compatible with iPhone, iPad and iPod touch.

Android devices must be running Android 4.1 or above to support the Ticked Off app.

The app isn’t working. What should I do?

Got a technical issue? You can get in touch with the Ticked Off in any number of ways:

P 1800 842 533
E support@tickedoff.net

Typical information we require, apart from the nature of the problem, to help resolve your request are details about when you last logged in successfully to Ticked Off, the platform you are logging into Ticked Off on and when you last updated your ticked off application.