Complaints Against Builders
Are you having difficulties with a builder, or a building trade contractor? Do you need to make a complaint about defective or unfinished work, or the way your project is?
If the contractor involved is a member of TCA, he or she is bound by the Association’s Code of Ethics. If you have a complaint against a member, the Association will help to try to resolve it.
If the contractor is not a member, please contact Consumer Affairs.
If you have a complaint:
First, talk to the contractor involved; explain what concerns you and why, and be prepared to listen to his or her response and discuss the matter calmly. Avoid bringing emotions or personalities into it. Raise the matter when the problem first arises – don’t wait until you are seething or it’s too late to fix it without having to undo a great deal of other work.
Our experience is that most complaints arise from lack of communication or poor communication on one or both sides. And most complaints can be resolved when the problem is brought into the open early and discussed.
If discussion doesn’t fix it, what are my options?
If the contractor is a member of TCA, set out the details of your complaint clearly (enclose plans or photos or specifications, if that helps). We will not act unless the complaint is in writing. We will forward the complaint to the member asking that they take steps to resolve the problem directly with you. We will then follow up with you in 10 days to find out whether our member has taken steps to deal with the problem.
If the complaint is about ethics etc, the matter is then raised at the next Executive Meeting. Subsequently the Housing Sector Chairman and the GM will visit the member and act accordingly.
If the complaint is contractual or regarding workmanship, then the arbitration clause is envoked thus:
- A letter is sent to the arbitration board requesting to appoint an arbitrator
- TCA will advise both parties the name and contact details of the arbitrator
- The arbitrator then takes over proceedings
Our credibility and reputation is fundamental to our and our members’ survival, so we take care to ensure that complaints are dealt with by people who are objective and impartial.
If the contractor is not a member of TCA and your complaint relates to residential building work, you can:
- Call the Department of Consumer Affairs and Fair Trading on 1300 654 499 OR
- You may be able to make a claim against the Home Building Certification Fund. Contact the company whose name appears on the certificate of insurance which is attached to your contract for information on how to claim OR
- Seek legal advice regarding court action