Complaints against Accredited Building Practitioners

The Tasmanian Government believes that satisfied customers and successful building practitioners create a healthy building industry. Accredited building practitioners must focus on providing high standards of ethical conduct, service and workmanship to their clients and others who deal with them.

What can I make a complaint about?

You can make a formal complaint to the Director about the conduct of an accredited building practitioner if you believe that they have engaged in unprofessional conduct or professional misconduct. All conduct of accredited building practitioners is measured against a Code of Conduct on page 30 of the Scheme for the Accreditation of Building Practitioners July 2008.

The Director

• recognises your right to make a complaint about the conduct of a practitioner without recrimination
• recognises that all parties to a complaint have rights of confidentiality and fairness
• aims to investigate and make decisions about complaints as quickly as possible.

If you are not satisfied with a decision made by the Director, you can appeal to an independent body called the Building Appeal Board.

Please note that the Director cannot

• resolve contractual disputes
• order the completion of any unfinished work
• order any building work or repairs to be made
• order a refund or compensation or the return of your progress payments

Can I make an anonymous Complaint?

No, a formal complaint must be in writing. As well as your full name and contact details, you need to sign a complaint form before a witness such as a Justice of the Peace because that form is a statutory declaration.

Will a formal complaint make a difference?

It is important that undesirable conduct is exposed as those who participate in such activities do not have a place in the building industry. Unprofessional conduct may result in retraining, fines or being struck off the Director’s Register of Practitioners. The Director can also organise work audits and organise additional training to remedy problem areas. This will improve the quality of the work by building practitioners and benefit all consumers

How long will the complaint process take?

This will depend on the complexity of the matter complained about and whether further investigations are required. All matters will be reviewed and dealt with as soon as reasonably practicable.

What if there is an investigation?

The Director will require the accredited building practitioner to make a formal response to the complaint. An investigator may be appointed to examine the complaint in detail. Documents can be required to be provided. The Director will consider all evidence and advise you and the building practitioner of the decision in writing.

Can I appeal if my complaint is dismissed?

Yes, if a formal Complaint is dismissed without further investigation you may appeal that decision. You will be advised in writing of the decision and your appeal rights.

What if I disagree with the Director’s decision or actions?

The complainant and the accredited building practitioner have a right of appeal after any decision is made about the outcome of a formal complaint.

Making a Complaint

If you want to make a complaint, please use the Complaint Form and carefully read the attached Information Sheet that is linked below.

 Complaint information and form (GF061)