SEQ flood recovery — tips for rebuilding and tradie register.
Learn more about the common causes of building work disputes, tips to help prevent disagreements from escalating, and the dispute process, including the responsibilities of both parties.
A home is one of the biggest investments you will ever make. We're here to help things run as smoothly as possible.
Most of the time, when new homes are built or renovations are completed the homeowners are satisfied with the work that’s been done. However, from time to time, things do not go according to plan. When your attempts to negotiate with your licensed contractor have failed, you may find yourself in dispute and in need of assistance from the QBCC.
Your complaint may involve a dispute with your licensed contractor, the build process, or it could be about unlicensed building work or another building-related matter.
While the information on this web page only applies to disputes with your licensed contractor or the build process, you can find out how to make other types of building-related complaints at Complaints and disputes.
The QBCC provides an equitable and effective dispute resolution service. This help ranges from providing advice, trying to facilitate an agreement between parties in a dispute about building work, directing the contractor to rectify defective building work, and providing access to the QHWS.
When you get into a dispute with your licensed contractor over work, it can be due to:
It is good to try and mitigate these potential issues wherever possible by keeping lines of communication open and respectful, and keeping your own records.
To get help to resolve the matter, you may need to contact the QBCC. You can find out more at Defective work dispute.
In most cases, a dispute occurs when the homeowner is unhappy with the quality of building work and the licensed contractor disagrees or refuses to fix it. If your dispute is over building work, it will usually be due to non-completion, defective work, or subsidence.
Before making a complaint, you will be expected to have raised this issue with the licensed contractor and provided them with the opportunity to rectify or provide a response.
Give your contractor written notice of every defective or unfinished item (e.g. by email or letter). The notice must give a timeframe (e.g. 14 days) for the contractor to rectify the items (not required if they are bankrupt, liquidated, deregistered or deceased). We suggest that you are as descriptive of the issue and/or concern as possible and make sure a copy of the correspondence is kept for your records.
If there is no action and/or no satisfactory response, then you can lodge a complaint with the QBCC.
We play an impartial role in the dispute and favour neither the homeowner nor the licensed contractor.
You can help your complaint progress as quickly as possible by:
When you lodge a new complaint with the QBCC, your complaint is assigned to an assessment officer who assesses the case and decides how to proceed. The assessment officer will then contact you and the licensed contractor in an effort to resolve the matter. If the matter cannot be resolved, the assessment officer is likely to allocate the case to a building inspector.
The building inspector who has been allocated your case will contact you and the licensed contractor and may schedule an inspection.
When there is a dispute, we encourage you and the licensed contractor to continue to communicate and attempt to resolve the issue/s.
We will always encourage you both to try to resolve the matter as quickly as possible, as we understand the stress you both experience when this does not happen.
Insurance cover on a property has a limited lifespan. Similarly, claims must be made within certain time frames. This can be as early as 3 months from when the contract ends or you notice a defect. Ensure you are familiar with the time limits for cover and claims.
At the QBCC, we administer the QHWS which is a not-for-profit scheme funded through premium payments. Home warranty insurance is a premium your contractor pays to the QBCC to insure residential construction work for fixed-price and cost-plus residential contracts.
The premium amount is:
Like all forms of insurance the QHWS has limitations and exclusions.
The QHWS covers homeowners for insurable building work that is defective, incomplete, or where the property experiences subsidence.
Work that is not insurable building work may be covered for non-completion (where it is performed as part of a contract for primary insurable work), but will not be covered for defects. This means that if it is part of a larger build (for example, a driveway for a new home that is being built), then it may be covered if the project is not completed. However, any work that is not insurable on its own would not be covered for any defective work claims that may arise down the track. This work includes, for example:
To make a claim or for more information visit Claim home warranty insurance.
You MUST report defective building, incomplete work (non-completion) and subsidence to the QBCC within strict time limits. Failure to report the issue within this period will result in a claim being refused.
Find out Time limits for cover and claims and how they apply for your situation.
The Queensland Building and Construction Commission (QBCC) has been undertaking a comprehensive campaign to promote compliant plumbing and drainage work and foster industry engagement in north Queensland.
A team of highly skilled professionals from the QBCC Plumbing Investigations Unit were deployed to various building sites to ensure plumbing and drainage work is only carried out by appropriately licensed individuals.
QBCC Commissioner, Anissa Levy, says the QBCC is dedicated to ensuring plumbing and drainage work in Queensland is only carried out by licensed professionals, guaranteeing public health and the safety and quality of construction projects.
“As well as attending building sites, our Plumbing Investigations Unit has been providing licensees with important information to raise awareness of topical issues and increase collaboration," Ms Levy says.
"This campaign is not just about compliance; it also provides an opportunity for our team to engage with industry professionals, sharing important information on notifiable work, insurance requirements, and contractual obligations.
“By building strong relationships with the industry, we can collectively work towards fostering a culture of professionalism and compliance."
Recognising the important role of apprentices in the plumbing industry, the team also visited registered training organisations.
"Engaging with apprentices allows us to educate and empower the next generation of plumbing professionals. By instilling a strong understanding of licensing requirements and industry standards, we can lay the foundation for a highly skilled and compliant workforce.”
The QBCC Plumbing Investigations Unit also collaborated with local government bodies as part of their engagement activities.
"We are committed to working hand-in-hand with local governments to increase notifiable work inspections and promote compliance.
By joining forces, we can amplify our impact and ensure safer construction practices," says Commissioner Levy.
Using licensed plumbers and drainers is the best way to ensure your plumbing project complies with regulations and minimises unnecessary risk to your family's health and safety.
Check that your plumber is licensed by searching online or contacting the QBCC on 139 333.
Campaign Highlights:
Learn about the non-completion building approval process.
When a claim for assistance to complete residential construction work under the Queensland Home Warranty Scheme (QHWS) is approved, progress of the claim is often restricted by missing certificates that relate to the built work finished before the termination of the original contract, such as:
We have no power to assist with acquiring certificates for the building work carried out before the termination of your contract with the original contractor. Assistance for the cost of these certificates is expressly excluded from the QHWS terms of cover.
Note:
While the QBCC can settle claims in a variety of ways, it is our position that the most appropriate way to settle claims is to pay an appropriately licensed contractor to complete or rectify the building work. The contractor is appointed by the QBCC following a tender process managed by the QBCC’s external building consultant. The appointed contractor that completes the work is responsible for providing certification for any building work carried out as part of the QHWS claim only.
If your circumstances indicate your claim may be suitable to be settled in another way, your claims officer will discuss the options with you and provide you with written details of the proposal.
To avoid unnecessary delays to the progress of your claim you should contact the building certifier who provided the building approval to advise you about the building approval process and how to engage their services directly.
When requesting a quote from the building certifier to re-engage their services request an itemised quote separating:
By seeking an itemised quote from the building certifier, you may be entitled to claim for the cost of building approval for the new work, subject to the terms of your original contract and the QHWS.
If you are unable to re-engage with the private certifier who issued the building approval, you should contact your local council for assistance with the appointment of a private certifier.
The Queensland Building and Construction Commission (QBCC) is proud to celebrate three female trailblazers occupying the most senior positions in the regulator of what is traditionally a male-dominated industry.
Commissioner and CEO Anissa Levy, Board Chair Michelle James, and Chief Building Regulator Angela Masson are setting a great example for women who aspire to have a career in the industry.
Anissa, a civil engineer by profession, and Michelle, a Principal and Director with law firm Maurice Blackburn, are highly accomplished leaders with extensive experience in their respective fields. Angela, a former prosecutor and corporate governance professional, has a strong background in major project infrastructure, regulatory reform, and delivery improvement processes.
Despite the fact that women account for only around 15 per cent of all people employed by construction firms, Anissa, Michelle, and
Angela are optimistic more women will be encouraged to consider a career in the building and construction industry.
Anissa, the QBCC’s first female CEO and Commissioner, celebrated one year in the top job in February, and is urging other women to consider a career in the building and construction industry ahead of International Women’s Day on 8 March.
“This industry can provide fantastic, interesting and challenging careers for women,’’ Anissa says.
“The roles are diverse and you can choose from being physical and on the tool and trade jobs to planning, architecture, design, project management, regulation and engineering.
“This is such a rewarding industry to work in. It is an industry that does something tangible, that has real impacts on peoples’ lives,
whether it is building homes that people live in, the places we work in or major infrastructure.”
The accomplished leader and senior executive with 30 years’ public and private sector experience across a range of roles, including as the inaugural CEO of Water Infrastructure NSW, says it is exciting to be working alongside fantastic and capable women.
“Unfortunately, there are still male-dominated industries that would be better off for having more balance, and that does not just apply to gender. I am proud to be part of an organisation with a Senior Leadership Team of nearly 50 per cent women, and a Board where four out of the seven members are females,’’ Anissa says.
“I hope this encourages women to see that any career is possible and to not let anything limit them.”
Angela was appointed as the inaugural QBCC Chief Building Regulator in August 2022 after working on Queensland’s largest infrastructure project – Cross River Rail.
“It is an exciting time for women in leadership and women in construction,’’ Angela says.
“There are still some barriers for women and it's not easy, but people are starting to look at what a female leader brings as her skill set, rather than the female leader being there as a token gesture.”
QBC Board Chair, Michelle has more than 20 years’ experience in personal injuries litigation and significant expertise in governance, not only as the QBC Chair but also as Director of Maurice Blackburn Lawyers and the Australian Lawyers Alliance.
Michelle served six years on the (Queensland Building and Construction) Board, three of those as Deputy Chair, before being appointed Chair in December 2022, and says employers are increasingly recognising that women bring a different perspective to work in the construction industry.
“There has never been a better time for women to get into the building and construction industry,’’ Michelle says.
“I would encourage any woman considering a career, to contact the Queensland Chapter of the National Association of Women in Construction (NAWIC).”
NAWIC is a not-for-profit organisation that seeks to promote and improve the construction industry through the advancement of women.
The recipient of a Queensland Building and Construction Commission (QBCC)-sponsored scholarship aimed at getting more women into Boardroom roles, had a gut feeling she was going to win the award.
Kayla Bolton was presented with the coveted QBCC 2023 Australian Institute of Company Directors (AICD) scholarship at a recent National Association of Women in Construction (NAWIC) event.
Kayla, a General Manager of Project Delivery at not-for-profit organisation Uniting Care, said she was delighted her intuition served her right.
“When I was told I was the winner of the scholarship, I could not believe it at first as I had already applied four times before … But when I was writing the content for the submission, I felt I was finally ready,” Kayla said.
“I am very grateful for the QBCC and NAWIC teaming up for this sponsorship, especially considering I work in a not-for-profit organisation.
“I haven’t had access to a board environment, taking part in the course will catapult me into the right environment where opportunities are available.”
QBCC Interim CEO and Commissioner, Angela Masson, said the AICD scholarship would provide Kayla with the perfect opportunity to progress her leadership and boardroom skills.
“We know how important it is to have women represented in the building and construction industry and we need to offer them support and encouragement along the way,” Angela said.
“Greater diversity supports a move toward a more sustainable workforce with gender being just one aspect of diversity the industry is embracing.”
This is the fifth year the QBCC has sponsored this scholarship which will provide Kayla with a 12-month membership to the AICD and the opportunity to undertake a company directors’ course.
Kayla’s submission stood out because of her efforts to improve the work environment for staff, especially parents.
Her initiatives include promoting women on the project management team, creating a flexible environment which allows staff to do the school drop off and pick up, as well as a safe and inclusive workplace for pregnant women and mums returning to work after parental leave.
“We currently have a pregnant staff member who will be able to transition back to work after parental leave knowing that she has a private room where she can retreat to when needed,” Kayla said.
“This will allow her to continue her early motherhood journey while still being part of the team.”
Kayla has dedicated her career to social infrastructure working on hospitals for sick children and homes for the elderly.
“I have worked hard to have such a fulfilling and purposeful career, however, there are so many rewarding roles in the construction industry,” Kayla said.
“I would recommend any woman who is presented with an opportunity in the industry, especially a leadership role, to give it a go.”
Kayla, who has two children, Estelle, 4, and Joseph, 5, said she had an incredible support network which included grandparents and her husband.
“My husband Peter who also works full-time is very supportive of me. His encouragement has certainly helped me to thrive in my career."
With major flooding and heavy rainfall occurring in north Queensland, homeowners are being warned to check for potentially destructive termite infestations this summer storm season.
The Queensland Building and Construction Commission (QBCC) says wet weather and moisture, combined with north Queensland’s high humidity, provide the perfect ingredients for the wood-eating pest to flourish and multiply.
QBCC Commissioner Anissa Levy says increased termite activity following heavy rain and flooding could have a potentially devastating effect on homes, with the insects capable of causing major structural damage in a short period of time.
“Homeowners can help protect their properties by remaining extra vigilant following heavy rainfall and flooding,” Ms Levy says.
“This includes checking for any signs of activity and ensuring that their termite management system has not been compromised.”
“If flooding has surrounded or covered internal floors, homeowners should check for signs of damage to their termite management system."
“If the system has been compromised, or if homeowners suspect they have termites, they should immediately seek the advice of an expert with a QBCC termite management contractor licence to conduct an inspection.” Ms Levy says there are a number of measures homeowners can take to help prevent a termite invasion after rain events.
“Termites seek moisture, so it is important to clear water pooling in gutters, empty cans, or other objects around the property and fix leaking items, such as pipes and taps,” she says.
“Removing the termites’ additional food source, such as wood in contact with the ground or near the house, is another way to help prevent infestations.”
Ms Levy urges homeowners renovating during the wet season to be aware that building footpaths, garden beds, patios and pergolas, as well as landscaping and laying turf, can cause termite systems to be less effective.
This work can impede the termite management system or reduce visibility of termite entry into the building.
“When renovating, you can help protect your property by using termite-resistant materials, including treated timber, masonry, steel, concrete and fibre-reinforced cement.”
Signs of potential termite infestations:
For more information on protecting your property against termites visit the QBCC website.
For a list of licensed contractors, visit Our lists and registers on our website.
Unprecedented demand for building services was matched by an increase in licences in the past financial year, according to the Queensland Building and Construction Commission (QBCC).
The State’s building industry regulator says 9,017 new licensees were approved by the QBCC in the 2021-2022 financial year, an increase of more than 1,200 on the previous financial year.
Meanwhile, the first five months of the 2022-2023 financial year, (1 July to 30 November 2022), has seen 3,264 applications approved for individuals or companies not previously licensed with the QBCC, taking the total number of licensed tradies in the State to 113,724.
QBCC Commissioner, Anissa Levy, says the increase in the number of licensees will provide reassurance to home owners.
“Home owners who hire a licensed contractor can have confidence their work will be done by a qualified and experienced professional,’’ Ms Levy says.
“Anyone considering hiring a contractor should always make sure they are licensed with the QBCC.
“Licensees play an important role in carrying out quality building work to the appropriate standards to ensure the safety of all Queenslanders.”
The QBCC website provides free information to help home and property owners choose a qualified, licensed local contractor.
2022 was a busy year for the QBCC, which was quick to offer information and assistance to Queenslanders following the devastating and widespread flooding events in February.
The QBCC established an online Recover and Rebuild Tradie Register to connect property owners with local licensed contractors in the wake of the floods.
In the 2021-2022 financial year, QBCC officers also proactively inspected more than 1,300 active projects to help reduce defective work and identify potentially risky or dangerous products, to better protect the safety of consumers and building industry participants.
Meanwhile, the QBCC Contact Centre received more than 2,000 calls in relation to a temporary, independent mediation service which was launched in July 2021.
The Accelerated Builder/Consumer Dispute (ABCD) Framework, jointly launched by the QBCC and the Department of Energy and Public Works, assists property owners, builders and tradespeople navigating delays and cost imposts due to Australia-wide industry shortages.
To date, there have been 105 applications regarding industry shortages, with just one case still pending.
BACKGROUND
The breakdown of new licensees by region for both the 2021-22 Financial Year and from 1 July 2022 to 30 November 2022 is below:
| Region | 2021-22 FY | July to November 2022 |
|---|---|---|
| Brisbane | 4380 | 1536 |
| Cairns | 371 | 125 |
| Gold Coast | 998 | 351 |
| Interstate | 693 | 328 |
| Mackay | 203 | 90 |
| Maryborough | 289 | 125 |
| Northern NSW | 110 | 38 |
| Rockhampton | 270 | 86 |
| Sunshine Coast | 882 | 346 |
| Toowoomba | 466 | 149 |
| Townsville | 355 | 90 |
| Total | 9017 | 3264 |