We understand that today's regulators are expected to be more than just ‘enforcers’, but also, providers of accessible and responsive services—and we're embracing that opportunity to improve how we support you.
We understand that when you contact us, it’s often because something complex, technical, or time-sensitive needs attention. That’s why we’re trialling a subject matter expert program to match you with a specialist. What this means for you as a licensee is access and appointments with people at QBCC who are equipped to answer your more detailed or specialised enquiries—saving you time, frustration, and unnecessary back-and-forth.
We're also working behind the scenes on a range of digital improvements designed to make your experience simpler and more seamless, so watch this space.
Similarly, we’ve made structural improvements to our customer contact centre, invested in ongoing training for staff, began implementing smart forms to streamline processes and rolled out educational resources to help answer common questions before they become service requests.
And the results are showing.
In the 2024–25 financial year, we reached some important numbers:
- eighty per cent of calls answered within five minutes
- an average 14 working-day turnaround for early dispute resolution cases
- a reduction in phone calls—from 147,560 in FY2023–24 to 138,618 in FY2024–25
These numbers don’t just reflect greater efficiency—they reflect our commitment to making it easier for you to do business with us.
This isn’t about doing less—it’s about doing things smarter. Fewer calls and emails mean more time for our teams to focus on complex cases, in-depth investigations, and proactive support. It also means you spend less time chasing answers and more time on the tools.
At the QBCC, we believe that regulation and customer service go together. We’re here to uphold standards, yes—but also to support the people who make Queensland’s building and construction industry.
