Recent research undertaken by the Queensland Building and Construction Commission (QBCC) involving 556 Queensland property owners who had recently completed the QBCC dispute process found that almost half of surveyed home owners (48%) were undertaking their first building project, while 39% of surveyed home owners experienced at least one issue during their project. The research also highlighted common areas of confusion, including what the QBCC-administered Queensland Home Warranty Scheme (QHWS) covers, who is responsible for different aspects of a project, and where to go for help when things don't go to plan.
The good news is that many of these answers are available before work even begins. The QBCC's Home Owner Hub brings together practical guides, checklists and resources to help home owners make informed decisions, understand their obligations and avoid common pitfalls throughout their building journey.
Start with the basics before signing a contract
The research found that home owners consistently wished they had more practical knowledge before beginning their build or renovation. Many recommended researching contractors, checking licences, understanding contracts, learning about approvals and becoming familiar with their rights before work starts.
Before signing a contract, it's important to understand the scope of works, payment schedules, timeframes and your responsibilities as a home owner. It's also worth checking that your contractor is appropriately licensed for the work they're undertaking.
The Home Owner Hub includes practical information on choosing a contractor, understanding residential building contracts, checking licences and knowing what approvals may be required before work begins. These resources can help you ask the right questions and make informed decisions before committing to a building project.
You can also use the QBCC's free Licensee Register to check a contractor's licence history before engaging them.
Understanding the QHWS
The research found there is still confusion about the QHWS, with only 45% of surveyed policy holders aware there are time limits for lodging a claim. The findings also showed many home owners mistakenly believe the QHWS operates like general insurance and covers every issue that may arise during a building project.
While the QHWS provides valuable protection for eligible residential construction work in specific circumstances, it's important to understand that eligibility requirements and claim timeframes do apply, and policy holders should be familiar with these.
The Home Owner Hub contains dedicated information about the QHWS, including eligibility requirements, claim timeframes and the protections available to Queensland consumers. Taking the time to understand these details before building begins can help ensure you're aware of your rights and responsibilities if problems arise later.
In 2025-26, the QBCC-administered QHWS provided cover for almost 199,000 residential building projects across Queensland, including more than 35,000 new homes and almost 164,000 renovations and additions, while paying $55.7 million in claims to support home owners when eligible residential building work was not completed or was defective.
Knowing who's responsible
A successful building project relies on everyone understanding their role.
QBCC research found many property owners are unclear about their responsibilities, as well as that of contractors, local councils and the QBCC. In fact, more than half of surveyed property owners (53%) said the QBCC did not help them understand its role and what assistance it could provide in relation to their complaint.
For example, contractors are responsible for carrying out contracted work to the required standard, while local councils generally manage planning and development approvals. The QBCC regulates Queensland's building and construction industry and administers the QHWS, but there are limits to what the QBCC can investigate or enforce.
Understanding who is responsible for what can help avoid frustration and ensure issues are directed to the appropriate place. The Home Owner Hub's step-by-step guidance through the building and renovation journey can help home owners better understand these responsibilities and make informed decisions along the way.
First-time renovator? You're not alone
For many Queenslanders, a renovation or building project is something they may only undertake once or twice in their lifetime. The QBCC’s research found that 48% of property owners navigating a dispute were undertaking their first building project.
Terms such as variations, progress payments, approvals and defects can be unfamiliar, making the process feel overwhelming at times. That's why seeking information early is one of the most effective ways to prepare. The Home Owner Hub includes practical guides, checklists and educational resources designed specifically for home owners. Whether you're planning a bathroom renovation, an extension or a new home, the Hub's five-stage building journey can help you understand what to expect at each stage of your project and avoid some of the common mistakes experienced by first-time renovators.
What to do if something goes wrong
Even with careful planning, issues can sometimes arise during a building project. The research found many home owners only engage with the QBCC once a problem has developed, rather than seeking information earlier in their building journey.
If concerns arise, it's important to communicate with your contractor as early as possible and keep clear records of all interactions. Contracts, invoices, emails, photos and approved variations can be invaluable if a disagreement occurs later.
The research also highlighted the importance of setting realistic expectations. Nearly two-thirds of property owners (63%) said the timeframe they expected for resolving their complaint was not met, with many expecting a resolution within three months. However, the process often took longer. Additionally, 75% said they would have preferred more communication throughout the complaints process.
The Home Owner Hub includes a dedicated section on help with building issues and disputes, including guidance on the steps home owners should take before lodging a complaint. The QBCC also provides information about complaints and disputes, including what types of matters it can and cannot assist with. Understanding the process before issues arise can help ensure expectations are realistic and that you have the information you need if a problem occurs.
Building with confidence
The research highlights an important takeaway: informed home owners are better placed to make confident decisions and navigate challenges throughout their building journey.
Whether you're planning your first renovation, looking to better understand the QHWS, checking a contractor's licence or seeking guidance on resolving a building issue, the QBCC's Home Owner Hub is designed to help.
Before your next project begins, take some time to explore the Home Owner Hub and make use of the free information and resources available. The more you know before work starts, the better prepared you'll be to build, renovate and maintain your home with confidence.
