How we verify every partner

1. SSM Verification

Every partner must be a registered Malaysian business with a valid Suruhanjaya Syarikat Malaysia (SSM) registration. We verify the certificate is current and the business is the one we are dealing with.

2. Manufacturer Certification

Partners must hold current technical certifications from at least one major manufacturer (Daikin, Panasonic, York, Mitsubishi). This ensures they are trained on real equipment, not informally.

3. In-Person Interview & Workshop Visit

We meet every partner in person at their workshop. We see their tools, their parts inventory, how they document jobs, and how they handle customers on the phone while we are sitting there.

4. Trial Job Audit

Before a partner takes paid jobs, they complete a trial service at a property we choose (sometimes our own home, sometimes a friendly customer). We watch the full job from arrival to cleanup and grade it on punctuality, technique, communication, and cleanup.

5. Annual Re-Verification

Every 12 months we re-verify SSM status, certifications, customer feedback scores, and run a surprise audit on a recent job. Partners who fall below standards are removed.

And on every single job — a 10-minute pre-work safety check

Partner verification is what we do before a partner ever takes a job. But every house is different and every air-con unit has its own history — so on every single visit, our partners run a short structured check before they touch your unit. This protocol exists for one reason: to make sure we never apply a cleaning or chemical wash to a unit that actually needs diagnosis or repair first.

What the check covers

Within ten (10) minutes of arrival, the partner will:

• Power on the unit and observe it run for at least 60 seconds
• Check for error codes, warning lights, or unusual sounds
• Verify basic cooling function
• Visually inspect for water leakage, scorching, burn marks, or electrical damage
• Where symptoms exist (poor cooling, dripping, ice on the coil), perform a gauge-based refrigerant leak test on the outdoor unit

If something looks wrong, we stop

If the partner identifies any of the following, they will refuse to proceed with the booked service and escalate immediately to ServisYou:

• Error codes or warning lights on the indoor unit
• Refrigerant leak confirmed by gauge reading
• Visible electrical damage or scorching
• Burn marks or water damage on electrical components

ServisYou will then contact you with two options:

1. Convert to Troubleshooting — same technician diagnoses and quotes the real fix. The booking fee is set off against the troubleshooting fee.
2. Cancel — a RM 50 Diagnostic Visit Fee is retained for the partner's trip and assessment, and the balance is refunded.

We do not let partners attempt cleaning or chemical washing of a faulty unit. The savings on one visit are never worth the customer waking up to a worse problem two weeks later.

Safety refusals are protected, not penalised

Our partners also have standing authority to refuse on safety grounds, with no penalty from us, where:

• The indoor or outdoor unit is installed above 3 metres without a proper ladder anchor or balcony footing
• The unit is above 5 metres in any case, where the partner is not certified or equipped for rope-access or gondola work
• The outdoor unit is on an external wall requiring rope-access or gondola work
• Visible structural concerns (loose mounting, damaged or water-damaged anchoring)
• The work environment poses an imminent hazard (active water onto live electrical, blocked egress)
• The customer refuses reasonable access to the outdoor unit

In any of these cases, ServisYou contacts you to either arrange proper access and reschedule (no extra charge) or cancel with the RM 50 Diagnostic Visit Fee retained. We do not ask our partners to take risks. We do not ask our customers to accept work done by someone improvising on a ledge.

Documented, not declared

Every refusal is supported by a photograph or short video of the fault or unsafe condition, sent to ServisYou before the customer is contacted. We review the evidence; we don't take the partner's word for it. This protects you from a partner who might otherwise be tempted to invent a fault to upsell, and it protects the partner from being second-guessed when a refusal is genuine.