Our Service Charter 

Our purpose

To provide peace of mind to all people who use buildings in Queensland and to those who take part in the process to construct them.

What we do

We regulate the Queensland building and construction industry including (but not limited to):

  • licensing building and trade contractors, including certifiers
  • providing education to industry and persons using buildings
  • providing dispute resolution services in relation to defective building work
  • regulating building product supply chains to ensure safe, compliant, and appropriately represented building products
  • administering the Safer Buildings Program to identify combustible cladding on private buildings
  • monitoring and enforcing compliance with legislative obligations relating to building and construction work including payment obligations
  • monitoring and protecting the financial wellbeing of the building and construction industry
  • monitoring and enforcing compliance with building codes and standards to protect the public from poor quality building work in Queensland
  • managing the Queensland Home Warranty Scheme
  • adjudication and advisory services.

Our commitment

We will always strive to fulfil our service commitment to you in the following areas.

 

 

Respect

We will treat you fairly, with respect and courtesy.
We will listen to your concerns to better understand and service your needs.
We will take the time to explain our processes and your responsibilities to you, ensuring you understand and focus on fulfilling them.

Transparent

We will act with impartiality and honesty.
We will provide you with the facts and reasons for our decisions, in accordance with the laws and explain your right to request a review or appeal.
We will provide information on QBCC service delivery and strategic priorities online.

Independent

We will act independently and ethically.
We will be impartial and honest in doing what the law requires.

Responsive

We will provide timely and reliable services that meet our service delivery standards.
We will provide different communication options, such as 139 333, in person, myQBCC, the website or social media so you can interact with us when and how it is convenient for you.
We will continue to make more services available digitally so you can transact with us at any time.
We will put you in touch with the appropriate organisation if we are unable to provide the service you need.
We will provide accurate and easy to find website, educational material and publications across a number of channels to help you access the correct information at the right time.

Improvement

We will seek to provide intuitive, personal assistance that focuses on reducing your effort and improving our level of service.
We will support the use of new technologies to improve effectiveness and efficiency.
We will use feedback to take action and to influence the way we operate, so we improve our service.

Accountable

We are accountable for our actions.
We will contribute to the strength and safety of the industry by taking appropriate regulatory action against current and emerging risks that cause harm or foster non-compliance.

How you can help us

You can help us deliver the services you need by:

  • treating our staff with courtesy, consideration and respect
  • providing us with complete and accurate information
  • making sure that any forms you submit are fully completed and signed by the legally appropriate person, and not forgetting any supporting documentation and fees
  • telling us of any changes to the circumstances surrounding your enquiry or application
  • responding on time to our requests for information or quickly let us know if you can’t reply by the time specified
  • providing us with feedback about our services.

Feedback

Please let us know how we’re doing. We welcome all feedback as an opportunity to improve. You can provide us with feedback on our website or on myQBCC.

Contact us

Contact the QBCC.