Timeframes that could affect your complaint
Structural and non-structural defects
Defects usually fall into 1 of 2 categories:
- Structural defects – e.g. leaking roof, leaking shower, health and safety issue
- Non-structural defects – e.g. sticking doors or windows, minor cracking of plasterboard.
We may also be able to assist where damage has been caused to your house by building work being undertaken on an adjacent property. You need to follow the same process as outlined in Complaints about defective building work.
- You must lodge a complaint as soon as possible but no later than 12 months of noticing the defect. We may be able to help with defects that are apparent within 6 years and 6 months from practical completion
- For non-structural defects, if noticed within the first 6 or 12 months (depending on the Contract Conditions) from when the work was completed, you should request (in writing) that your contactor fix the defect. If it is not fixed after this time (the expiration of the warranty period which is typically part of the contract conditions for a new home construction), you can lodge a complaint to us but you will need to send it in no later than 12 months from completion of the work.
For more information, see the Rectification of Building Work Policy (PDF).
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 referred to the QBCC Insurance Services Division to assess 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 lodge this complaint form within 3 months of noticing the defect
- For non-structural defects you must lodge this complaint form within 7 months of the completion date
It is important to note that even given the timeframes provided, we will always consider all circumstances when assessing a complaint and deciding what assistance is available.