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.

What is defective work?

If you are unsure about what constitutes defective work, see What is defective building work or check the QBCC’s handy Standards and Tolerances Guide.

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:

  1. 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.
  2. 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.
  3. 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.

Examples scenarios

Dispute checklist

Use our handy dispute checklist tool to find out if you have all the right information to apply.

How to apply

You can apply online. Make sure you include all the required information and attachments so that we can process your complaint quickly.

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.

Need help?

Call us on 139 333 if you need help with your complaint or you can also visit one of our offices.

Your privacy

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.