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Complaints Policy
If something hasn't gone the way it should, please tell us.
Last updated: 29 October 2026
Complaints about our service
Email [email protected] with your name, phone number, the date you contacted us and what went wrong. We will acknowledge your complaint within two business days and aim to resolve it within 15 business days.
Complaints about a builder we referred
Your contract is with the builder, so please raise the problem with them first. Please also tell us. We take feedback about builders seriously and will stop referring work to a builder who doesn't treat customers properly.
If you can't resolve a dispute with the builder, these Victorian organisations can help:
- Domestic Building Dispute Resolution Victoria (DBDRV) for disputes about domestic building work.
- Consumer Affairs Victoria for information about your rights and building contracts.
- Building and Plumbing Commission for concerns about a registered builder's conduct or registration.
Privacy complaints
See our privacy policy.