Complaints about defective building work
If you own a property and have defective building work, we may be able to help.
Read this important information before you apply to quickly assess if you can use this free process.
- When we can and can't help
- Who can submit a complaint
- What to do if you have health or safety concerns
- Timeframes that could affect your complaint
- Allowing the contractor access to review and inspect your items
- What paperwork do you need to provide with the form
- What happens after you apply
What is defective work?
Defective work versus contract disputes
How we can help depends on the type of complaint.
|Examples of defective work||Examples of contract disputes|
|Leaking roof||Roof tiles wrong colour|
|Sticking door||Type of door installed is different to what was agreed|
|Loose handrail||Disagreement about cost to change handrails from timber to steel.|
|Cracked floor tiles||Dispute about delays in finishing laying floor tiles|
Before you apply
The 3 most important things you need to do:
- Put it in writing - Give your contractor written notice of every defective item (e.g. by email or letter). Our process is fair and impartial, and we cannot accept a complaint unless the other party has received the written notice.
- Prepare your paperwork - Organise all the information and documentation you need before you start. As there are different documents required for different situations, you can avoid delays by submitting the right paperwork in the first instance. If we receive the correct information, it helps us assess your submission more accurately.
- Read the complaint form instructions and enter the right details - We want to process your complaint quickly and you can help us by making sure you take the time to read all instructions. Entering the right dates and values is essential and helps us process your complaint quickly. Be sure to let us know if you are concerned about any dangerous or unsafe items.
Use our handy dispute checklist tool to find out if you have all the right information to apply.
How to apply
For more details about the steps we take once we receive your complaint - see What happens after you apply?
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 assessed as to 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 apply within 3 months of noticing the defect
- For non-structural defects you must apply within 7 months of the completion date.
Applying directly to the Queensland Civil and Administrative Tribunal (QCAT)
If you have a building dispute, QCAT require you to apply to resolve your dispute through us before they will accept an application. At the end of our process, we will issue you a letter so you can apply to QCAT if you’d like their help.
Call us on 139 333 if you need help with your complaint or you can also visit one of our offices.
Information you provide during the dispute process is kept confidential but may be subject to access under the Right to Information Act 2009. This includes documents supplied and information gained during the resolution process. Information is only released in accordance with the Information Privacy Act 2009 and the Right to Information Act 2009.