Our commitment | Queensland Building and Construction Commission
Contact centre staff

Our customers have told us that responsiveness, transparency and accountability matter most in their interactions with us - and we’ve listened.

While we work hard every day to meet these expectations, feedback helps us identify where we can do better. We are listening, we are learning, and we’re committed to continually improving the way we deliver our services and support.

Our commitment to you

  • We’ll provide services that are timely and reliable, meeting our service delivery standards.
  • We'll offer a choice of ways to contact us that suit you – such as phone, through in-person services and via the myQBCC customer portal.
  • We'll try to resolve your enquiry the first time you contact us or set clear and consistent expectations on the next steps.
Here’s how we'll do it:
  • Answer calls within five minutes or offer the callback service.
  • Confirm receipt of any forms you submit online within three business days.
  • Clearly communicate anticipated timeframes and next steps. 
  • We'll clearly explain our processes, decisions and your right to request a review or appeal.
  • We’ll will be transparent about our goals, what we’re working towards and how we’re tracking progress so customers, industry and stakeholders can trust the information.
  • We'll provide process guides or FAQs in plain language, consistent across platforms and easy to access
Here’s how we'll do it:
  • Explain to you the ‘why’ behind any reviewable decisions.
  • Publish our service delivery and strategic priorities online.
  • Ensure materials are user friendly, use plain-language, are consistent and accessible 
     
  • We're committed to strengthening the industry through education and by proactively taking risk-based regulatory action to address safety and compliance risks - fairly, transparently and effectively.
  • We‘ll act with integrity and ensure you to feel supported, heard and informed, especially if you are involved in a dispute process.
  • We’ll ensure frontline staff are trained knowledgeable and ready to help.
Here’s how we’ll do it:
  • Share our Compliance and Enforcement Strategy and priorities.
  • Make it simple to give feedback or make a complaint online.
  • Ensure our frontline staff keep learning and improving through regular training and coaching to maintain knowledge and accountability 
     

How you can help

We are committed to giving you the best service we can. You can help us by: 

  • Being respectful and polite to all our staff – whether you’re speaking with someone at the front counter, on the phone, or with a building inspector on site.
Last reviewed: 3 Dec 2025 Last published: 3 Dec 2025
Back to top