We welcomed eight Queensland home owners who are living and breathing the QBCC disputes and home warranty processes. These individuals came from a range of backgrounds and stages of life – including retirees, legal professionals, real estate agent, and a mum and educator.
Their lived experience brought depth, honesty and insight to the discussion, which was facilitated by our Board Chair, Greg Chemello and Commissioner, Angelo Lambrinos.
We understand that forums like these can be met with scepticism, and we know that actions speak louder than words. But this Roundtable is not a one-off, tick and flick exercise, it’s an important vehicle for change.
These participants generously gave their time and perspectives, not for personal gain, but to advocate for others. In their own words, they were “speaking for those who can’t speak up for themselves.”
Their contributions were thoughtful and deeply informed – not by choice, but by necessity. Navigating the unwanted consequence and complexities of disputes has made them experts in a system that can be daunting for many and ripe for reform and transformation for all.
The insights shared during the Roundtable (and those shared with us beforehand) are shaping our internal conversations. They’re prompting us to reflect on how we can be more responsive to home owners’ needs through:
- greater consistency, transparency and timeliness in our decisions
- enhanced guidance and education – for home owners, licensees and our frontline staff
- more intuitive and accessible systems and processes.
At the heart of this initiative is our commitment to consumer protection. To better equip, better inform, better support and better protect home owners to navigate the system.
In addition to the work of the Consumer Roundtable, several other initiatives are already underway to improve how home owners experience our services and feel supported. These include our:
- Digital roadmap to improve our systems and processes – so home owners get clearer and more reliable support every time they interact with us.
- Recently launched online Home Owner Hub, designed to guide home owners through five practical steps of the building and renovation process – helping projects get off to the right start.
- Customer Experience Strategy to shape services around what matters most to customers – making it easier to get the help they need, when they need it.
- Compliance and Enforcement Strategy to ensure those who repeatedly operate outside the law are held to account – protecting home owners and upholding the reputation of licensees who are doing the right thing.
While this was our first Roundtable, it marks the beginning of a new way of working.
We intend to continue these forums, building a cadence that ensures home owners continue to have a voice in shaping the future of building regulation in Queensland.
We’re listening. We’re learning. And we’re evolving – with customers and for customers.
