Timeframes that could affect your complaint
Structural and non-structural defects
Defects usually fall into 1 of 2 categories:
- Structural defects – e.g. leaking roof, leaking shower, health and safety issue
- Non-structural defects – e.g. sticking doors or windows, minor cracking of plasterboard.
We may also be able to assist where damage has been caused to your house by building work being undertaken on an adjacent property. You need to follow the same process as outlined in Complaints about defective building work.
- If your contract was entered into before 10 October 2014 you must lodge a complaint within 3 months of noticing a structural defect that appears within 6 years and 3 months from practical completion. You have up to 7 months after practical completion to lodge a complaint with us for non-structural defects.
For more information, see our pre-10 October 2014 Rectification of Building Work Policy (PDF).
- If your contract was entered into on or after 10 October 2014 you must lodge a complaint as soon as possible but no later than 12 months of noticing the defect. We may be able to help with structural defects that are apparent within 6 years and 3 months from practical completion and for non-structural defects noticed within 12 months after practical completion.
For non-structural defects, if noticed within the first 6 or 12 months (depending on the Contract Conditions) from when the work was completed, you should request (in writing) that your contactor fix the defect. If it is not fixed after this time (the expiration of the warranty period which is typically part of the contract conditions for a new home construction), you can lodge a complaint to us but you will need to send it in no later than 12 months from completion of the work.
Assistance under Queensland Home Warranty Scheme
Should your complaint involve residential construction work and is not able to be satisfactorily resolved through QBCC’s dispute resolution process, your application will be referred to the QBCC Insurance Services Division to assess whether you may be eligible for assistance under the Queensland Home Warranty Scheme. You are not required to lodge a separate form for this to occur.
Please note the following strict time limits apply for some claims:
- For structural defects you must lodge this complaint form within 3 months of noticing the defect
- For non-structural defects you must lodge this complaint form within 7 months of the completion date