Frequently Asked Questions – Consumers & End Users
Is the carpet made by Quest Carpets that I purchased affected by this recall?
If the carpet you purchased was installed in a new multi-storey apartment or multi-level unit or apartment building, aged care installation or commercial shop, office, factory, school, restaurant, café etc, and some other building types, your carpet may be a part of this recall.
Please contact Quest Carpets as soon as possible on 1800 337 404 if you have any queries about whether your carpet should be replaced.
I believe I may have Quest Carpet installed and the retailer I purchased from cannot be contacted. What do I do?
Call Quest Carpets as soon as possible on 1800 337 404 to discuss the matter.
Please have your purchase receipt handy as we will likely need some additional information in order to assist you.
I live in an apartment with Quest carpet and have not heard from the retailer that I purchased from. What should I do?
Not all apartment installations will form part of this recall.
Please contact Quest Carpets as soon as possible on 1800 337 404 to discuss the matter.
Please have your purchase receipt handy as we will likely need some additional information in order to assist you.
I live in a 10 year-old apartment on the 12th floor and recently replaced my carpet. Does the National Construction Code require my new carpet to be fire rated?
The National Construction Code generally applies to new building work, but may apply to alterations to existing buildings in some circumstances.
If the National Construction Code does not apply, this means that it does not require that carpet installed as part of a renovation or replacement of existing carpet or flooring be fire rated.
Please contact Quest Carpets as soon as possible on 1800 337 404 if you have any queries about whether your carpet should be replaced.
How do I know if I have Quest Carpet?
The best people to ask is your place of purchase.
Otherwise, call Quest Carpets as soon as possible on 1800 337 404 with your purchase receipt or accepted quotation handy.
I have questions that are not listed above, what should I do?
Call Quest Carpets as soon as possible on 1800 337 404 to discuss the next steps or any other questions you have with our team.
Frequently Asked Questions – Flooring Retailers
Are all Quest Carpets affected by this Product Safety Recall?
No, please refer to the Product Safety Recall letter above sent to you by Quest Carpets, or the recall advertisement, to see the affected products and the date ranges that apply to each product.
Please contact Quest Carpets as soon as possible on 1800 337 404 if you have any queries.
How will I know if a carpet project we installed needed a fire rated carpet?
The National Construction Code requires fire rated carpet to be installed in all buildings that are classified as Class 2 to 9 Buildings.
In general terms, Class 2 to 9 Buildings are multi-level apartment buildings, aged care installations and commercial installations like offices, cafes, restaurants, retail stores, hostels, hotels, schools, motels etc.
A definitive list can be found at https://www.abcb.gov.au/sites/default/files/resources/2022/UTNCC-Building-classifications.PDF
The NCC generally applies to new builds, but may apply to existing buildings in some circumstances.
A residential home or stand-alone unit in which people do not live above or below their neighbours does not apply as this is a Class 1 building.
If it’s of assistance, you can contact Quest Carpets for a list of all affected products you purchased of all affected products during the respective date ranges.
We need to know the details of all customers that relied upon a fire rated carpet being installed.
What should I do next?
Contact Quest Carpets as soon as possible to work through the process of obtaining the valid information, reviewing the data received and contacting all of your potentially affected customers.
What will Quest Carpets do if I have a job that needs to be recalled?
Quest Carpets will send you replacement carpet as soon as possible.
You will need to remove the existing carpet and re-install the new carpet sent.
Quest Carpets will supply and deliver the new carpet at no cost and pay all reasonable associated labour costs of re-installation.
I have questions that are not listed above, what should I do?
Call Quest Carpets as soon as possible on 1800 337 404 to discuss the next steps or any other questions you have with our team.