Electrical Defect Rectification Workflow

What happens if the defect isn't rated Dangerous - disconnected?

The workflow routes past the disconnection notice steps and moves straight to the office pricing task. The defect record still captures the risk rating, location, description and photos submitted on the request form, so the office has everything needed to quote. Status updates continue from Defect Recorded through to Quote Sent as normal.

Can this handle a customer who doesn't respond to the quote approval form?

The quote approval step waits for the customer's Approve or Decline decision, so the record stays at Quote Sent status until they respond. Because the form is emailed and doesn't require an account, the customer can complete it whenever convenient. Staff can see the record sitting at that status on table views or dashboards while it's pending.

What if the customer declines the quote?

The status is set to Declined - Customer Notified and the customer receives an email confirming the defect remains, describing the risk it carries, and inviting them to get in touch to have it fixed later. No rectification task is created in this path. The decline decision and any comments the customer entered are saved on the record.

What happens if the electrician's rectification doesn't pass on the first attempt?

If the result is recorded as Further work needed, the workflow closes that iteration and restarts the rectification task for the electrician, up to two additional times. Each attempt's work done, test results, photos and result are captured when the task is completed. If it still isn't resolved after the allowed attempts, the record's timeline reflects each attempt for staff to review.

Who is responsible for pricing and who carries out the repair?

Office staff are assigned the task of pricing the rectification and entering a quote amount, due in two days. The electrician is assigned the task of carrying out the rectification and recording work done, test results, photos and result, with no fixed due date. Both are workspace members assigned tasks directly, and the workflow waits for each of them to complete their task before moving on.

Can we customise the disconnection notice wording or the quote email?

Yes, any step's message text, including the disconnection notice email and SMS or the quote approval email, can be edited in the workflow editor or changed by describing the update in plain English. Earlier versions of the workflow are kept, so changes can be reviewed or reverted if needed. This makes it straightforward to adjust wording for different risk levels or local requirements.

What if we want to add a payment step for the quote?

A workspace with Stripe connected can add a payment step to this workflow, for example at the quote approval stage, since connecting Stripe alone doesn't change how the workflow runs. The step would need to be added explicitly in the workflow editor or via a plain-English change request. Once added, it becomes part of the recorded process for each defect.

How do we track how many defects are still open versus rectified?

Every defect is a record with its own reference number, status and timeline, and table views and dashboards group records by status such as Defect Recorded, Disconnected, Quote Sent, Declined - Customer Notified, or Rectified. This gives a live view of where every defect sits without needing to chase individual jobs. Workspace activity is also logged, supporting a clear audit trail of what happened and when.

Does the customer need to log in to approve the quote or receive notices?

No, customers take part entirely through forms emailed to them, such as the quote approval form, and never need to create an account. The disconnection notice is delivered by email and SMS directly to the customer's provided contact details. This keeps the process simple for customers while staff manage everything from the workspace.

What should we keep in mind for compliance or record-keeping?

The workflow records each status change, the quote amount, customer decisions and comments, rectification work done, test results and photos on the record's timeline. This gives a documented history of the defect from notice through to rectification. Each business should confirm its own regulatory and record-keeping obligations for electrical defect reporting in its jurisdiction.