Checklist for lodging a complaint - 4 things you must do

Before you lodge your complaint, there are a few steps you need to complete first. 

1. Talk to your contractor  

Let the contractor know what you believe is defective or incomplete.  Clearly identify the items and make sure you give your contractor reasonable access to the site to review and address your concerns. It's important that you don't engage another contractor or attempt to fix any of the defective work yourself as this may affect our ability to help you.

2. Put it in writing

If talking is not successful, write or email your contractor with a detailed list of every defective item.  You must give the contractor a reasonable timeframe (e.g. 14 days) to respond and rectify the defective work. We will only assess items that have been notified to your contractor.  Keep a copy of this letter as you will need it if you want to lodge a complaint.

You won't need to provide a letter if your contractor is bankrupt, liquidated, deregistered or deceased.

To help you record all the correct detail to send to the contractor, try our ready-to-use defects list template.

3. Prepare your paperwork

Organise all the information and documentation you need before you start. As there are different documents required for different situations, you can avoid delays by submitting the right paperwork in the first instance.  If we receive the correct information, it helps us assess your case more accurately.

4. Make sure you read the instructions on the form and enter the right details 

We want to process your complaint quickly and you can help us by making sure you take the time to read all instructions.  Entering the right dates and values is essential and helps us process your complaint quickly.  Be sure to let us know if you are concerned about any dangerous or unsafe items.