NSW Fair Trading offers a complaint handling service that aims to help homeowners and builders (or other parties) reach an agreed outcome.
Fair Trading has a range of options available to assist in achieving an outcome to building complaints. However, it is important to understand that only a court or tribunal can make a legally binding order on a trader. If an agreed outcome is not achieved, we will provide you with options to further pursue your matter.
We aim to finalise most complaints within 30 days. However, this timeframe may vary if the complaint is complex or the parties are unwilling to co-operate with each other.
We can assist with complaints about:
building, renovating or trade work done to your home; or
specialist trade work (i.e electrical wiring, plumbing, gas fitting and air conditioning/refrigeration) done in a residential or commercial building;
Where the work:
is incomplete or defective
does not comply with the warranties the law provides for building work;
was completed within the time periods set out under the law for warranty actions;
We cannot assist with complaints if:
the warranty periods have expired;
you refuse to allow the builder onsite;
the builder (and developer of multi-storey apartments) is/are insolvent;
it is about contractual terms (not related to workmanship and quality); and
it is about your neighbour – unless a builder has caused damage to your property
If you are unsure about whether Fair Trading can assist, please proceed with your complaint lodgement and we will assess your circumstances and advise whether we can provide help.
To help us assess your complaint....
Please read building complaints for further details on who can submit a complaint and the supporting document required.
Please attach only the relevant parts of documentation that support your complaint and include the steps or action taken to resolve the matter directly.