What is a callout fee?
A callout fee is the charge for getting a tradesperson to the site. Businesses structure it in different ways. Some charge a flat fee that includes travel and the first 30 or 60 minutes on site, then bill labour by the hour. Some charge travel only. Others credit the fee against the job if the customer goes ahead with the quote, or call it a diagnostic or inspection fee. Each approach is a business decision. What matters to the customer is knowing the amount, what it covers and when it applies before anyone is booked.
When should a customer hear about the callout fee?
The customer should hear it before the booking is confirmed, and again in writing. Consumer Affairs Victoria tells tradespeople to tell customers whether a quote includes call-out fees and any weekend or public holiday rates, and to document quotes and conversations about the cost of work. The business.gov.au guide on displaying prices says it is illegal to make false or misleading statements about the price of products or services, including when you talk to customers. A fee mentioned only after arrival leaves you in a weak position if the customer disputes it, while a written confirmation sent at booking gives both sides the same record.
What should the phone script say?
Give whoever answers, whether a person or an AI, approved wording and a rule for when to say it: before the booking is confirmed, and any time the caller asks. The script should state the amount including GST, what it covers, what happens after the included time, and when after-hours rates apply. Keep the figures in one place, such as the answering instructions, so a price change is made once and reaches every call.
Hypothetical example: 'Our callout fee is $[amount] including GST. That covers travel and the first [30] minutes on site. After that, labour is $[rate] per [15] minutes including GST, and parts are extra. Calls after [5 pm] on weekdays and on weekends have a higher callout fee of $[amount]. Would you like to go ahead with the booking?'
How should the fee appear on your website and quotes?
If you display prices, show the total. The business.gov.au guide says the total price must include all charges, taxes, duties, levies or fees, such as GST, and that if you advertise a price that is only part of the total, the total price as a single figure must be as noticeable as the part price. Consumer Affairs Victoria adds that a business is generally not obliged to display its prices, but any price it does display must be genuine and not misleading. On a quote, Business Queensland suggests a line-item breakdown with the total and the GST component, which is where the callout fee belongs.
How do after-hours and weekend rates fit in?
Define the hours first, in plain terms, for example weekdays before 7 am or after 5 pm, weekends and public holidays. Then state the after-hours callout fee and labour rate separately from your standard rates, since Consumer Affairs Victoria tells tradespeople to say whether weekend or public holiday rates apply. For emergency calls, give the after-hours fee before dispatching anyone, even when the caller is stressed. A short statement of the fee followed by a question, 'Would you like us to come out at that rate?', gives the customer a clear choice and gives you a record of their answer.
What should an AI or answering service say about fees?
It should say only what you have approved. Give the answering service or AI the current fee, what it covers, the after-hours rule and the exact wording, and tell it never to offer a discount or waive the fee. It should state the fee before confirming any booking, answer fee questions directly when asked, and note in the job record that the fee was stated and accepted. That note is the kind of documentation Consumer Affairs Victoria recommends, and it gives the tech the same information the customer has. Review a sample of calls each week at first to check the fee is stated as written.