How to Choose a Disaster Restoration Company in Australia — 7 Key Criteria

Not all restoration companies operate to the same standard. Use this checklist to evaluate any company before you sign an authority to proceed.

1. IICRC certification — Verify the contractor holds current IICRC certification relevant to your damage type (WRT for water, FSRT for fire, AMRT for mould). Check the IICRC website directly at iicrc.org — do not rely on logos on a website alone.
2. 24/7 emergency response capability — Disaster damage does not occur during business hours. Confirm the contractor can dispatch to your property at any time, including weekends and public holidays, with a stated response time.
3. Direct insurance billing — A professional operator will bill your insurer directly and manage the claims documentation. You should only be responsible for your policy excess, not full upfront payment.
4. Psychrometric drying logs — For water damage, the contractor must produce daily drying records showing temperature, relative humidity, and moisture readings. These records are required by insurers and demonstrate the work was carried out to standard.
5. State licensing — In addition to IICRC certification, contractors performing structural work require a state building licence. Verify with QBCC (QLD), Service NSW, or your state equivalent.
6. Transparent pricing — Request a written scope of works before you authorise anything. The scope should list every line item, including equipment hire, labour, disposal, and treatment. Avoid any contractor who cannot provide this.
7. Clear scope of works — The scope should describe exactly what will be done, in what sequence, and what the expected outcome is. Vague proposals like “restore affected areas” are not adequate — you need specifics.

In the aftermath of a major weather event or sudden water damage, predatory operators target vulnerable homeowners. Know the warning signs before you engage anyone.

• Door-knocking post-disaster — Legitimate restoration companies do not solicit door-to-door after storm or flood events. If someone turns up unsolicited, do not sign anything.
• Pressure to sign immediately — Any contractor who insists you must sign right now, before you can get other quotes or check their credentials, is using high-pressure sales tactics. Reputable operators do not operate this way.
• No IICRC certification — This is a non-negotiable. Without IICRC certification, the contractor cannot produce the drying documentation your insurer requires, and they likely lack the training to do the work correctly.
• No written scope — If a contractor cannot or will not provide a written scope before beginning work, walk away. Verbal agreements leave you with no recourse if the work is incomplete.
• Upfront cash-only payment — Full upfront cash payment with no invoicing process is a significant warning sign. Legitimate operators invoice through standard business processes, not cash-in-hand.
• No local presence — Be cautious of operators with no verifiable local office or address. After the work is done, you need to be able to contact them if issues arise.
• Unable to produce drying logs on request — If a contractor cannot show you drying logs from previous jobs when asked, they are likely not producing them at all — which means their work will not meet insurer standards.

Before authorising any work, ask these questions directly and confirm the answers in writing:

• Are you IICRC certified for this work type? Ask them to confirm the specific certification relevant to your event — WRT, FSRT, or AMRT.
• Can you produce psychrometric drying logs? For water damage, this is mandatory. Ask for a sample from a previous job if you want to understand what to expect.
• Will you bill my insurer directly? Confirm the billing process upfront. You should not be expected to fund the work and claim back.
• What is your emergency response time? Get this in writing — a stated 60-minute or same-day response should be in the contract.
• Do you provide a written scope before work commences? This must be a written document, not a verbal summary.
• What licences do you hold? Request the specific licence number for your state so you can verify independently.

Every contractor in the NRPG network is vetted against the same criteria you should be applying when choosing a restoration company independently.

• IICRC certification required for network membership — No contractor joins the NRPG network without holding current, verified IICRC certification relevant to their service offering. Certifications are checked at onboarding and monitored ongoing.
• 60-minute emergency response — NRPG contractors commit to a 60-minute emergency response, 24 hours a day, 7 days a week, including public holidays.
• Direct insurer billing — NRPG manages the insurance documentation process end-to-end. You authorise the work and pay your excess — NRPG handles everything else with your insurer.
• Psychrometric drying logs as standard — Every water damage job produces a full set of drying logs in the format insurers require. This is not optional — it is part of every engagement.
• State licensing verification — Contractor state licences are verified at onboarding. You can request licence details at any time.
• Transparent fixed-fee structure — NRPG provides itemised scopes of works with fixed pricing before work commences. There are no hidden costs or post-completion surprises.