Over the past 12 months, the QBCC has focused on delivering against that feedback through improvements to dispute resolution, digital services, consumer education and frontline service delivery.
Since commencing as QBCC Commissioner and CEO in May 2025, Angelo Lambrinos has met with home owners, tradies, licensees, industry bodies and other stakeholders across Queensland to better understand what customers expect from their regulator. Through more than 90 stakeholder meetings, industry taskforces and consumer roundtables, several priorities consistently emerged.
Customers told us they wanted:
- services that are simpler, faster and increasingly digital
- a regulator that is easier to deal with
- decision-making that is transparent, fair and consistent
- support that helps prevent issues before they arise.
These priorities continue to shape the work underway across the organisation.
Delivering faster outcomes
One of the strongest messages from stakeholders has been the need for more timely outcomes.
Over the past year, the QBCC has introduced a range of business process improvements aimed at reducing delays and improving customer experience.
As a result, compliance investigation queues have reduced significantly, while first contact resolution of customer complaints has improved from around 7% to 20% over the past six months.
The QBCC has also expanded its Mediation and Conciliation service, providing an faster pathway for suitable building disputes to be resolved before progressing through more formal processes.
Where matters are suitable for mediation and conciliation, around 70% are agreed within an average of 32 days.
For customers, this means faster outcomes and fewer disputes escalating into lengthy and potentially costly legal processes.
Helping home owners get it right from the start
The QBCC believes prevention is better than cure.
Customer research consistently shows many home owners only engage with the QBCC after a problem has occurred. To help change this, the Home Owner Hub was launched in July 2025 to provide practical guidance throughout every stage of the building and renovation journey.
Since launch, the Home Owner Hub has attracted more than 120,000 visits. The launch has also coincided with increased use of the QBCC's licence search tools, with more than 610,000 licence register searches conducted by consumers.
These figures suggest more Queenslanders are checking licences, understanding their obligations and taking steps to make informed decisions before work begins.
Making it easier to do business with us
Another common theme from industry has been the need for simpler and more accessible services.
Over the past 12 months, the QBCC has continued to modernise its systems and services to make everyday interactions easier for customers.
More than 12,000 digital licences have been issued since the introduction of digital licensing, allowing licensees to access and manage their licences more easily. More than 40% of licence applications are now submitted electronically, reducing paperwork and improving accessibility.
Behind the scenes, improvements to digital systems and processing are helping reduce administrative effort, improve consistency and support quicker service delivery.
The QBCC has also worked with government and stakeholders to reduce unnecessary administrative requirements for industry, including the removal of annual financial reporting obligations for approximately 50,000 licensees.
Supporting industry and protecting consumers
The QBCC regulates a $69 billion building and construction industry and supports around 130,000 licensees across Queensland.
While building disputes can have a significant impact on those involved, they represent a relatively small proportion of overall building activity.
At any point in time there are approximately 900,000 active Queensland Home Warranty Scheme policies in place. In 2025-26, almost 199,000 policies were issued and fewer than 2,000 claims were received. Around $56 million was paid through the scheme to support eligible home owners when things go wrong.
The QBCC is also using data and technology to better support industry, target resources where they are needed most, and improve outcomes for consumers.
One example is the introduction of location-based intelligence tools that help identify areas of active construction activity across Queensland. Through its Audit Mapper heat-mapping capability, the QBCC can better target onsite audits, provide timely education and support to licensees during the building process, and identify areas of non-compliance that may impact consumers or the wider industry.
This intelligence-led approach supports more targeted education, engagement and compliance activity, including more than 1,100 site visits undertaken across Queensland.
The QBCC is also using Queensland Home Warranty Scheme data to better understand where different types of residential building work are occurring across the state. These insights help inform targeted education and engagement activities, ensuring information and support are directed to the regions and sectors where they are likely to have the greatest impact.
Building on this work, the QBCC is developing additional mapping capabilities to better understand the distribution of licensees across Queensland. This will help identify areas with limited access to licensed contractors, support local industry engagement and assist the QBCC in directing resources to areas of emerging risk or opportunity.
In addition, QBCC officers proactively inspected more than 1,600 buildings under construction during 2025-26, helping identify issues early, promote compliance and support better building outcomes.
Together, these initiatives are helping the QBCC make more informed decisions, improve regulatory oversight and support a fair and competitive building and construction industry.
Continuing to improve
While progress has been made, the work is not complete.
The QBCC remains focused on improving responsiveness, strengthening transparency, modernising services and helping Queenslanders make informed decisions before problems arise.
The past 12 months have been about listening, learning and acting on feedback.
As the organisation continues to evolve, our focus on customers, consistency and practical outcomes will remain at the centre of everything we do.
