Complaint Handling Procedure
COMPLAINT HANDLING PROCEDURE
A ‘complaint’ is defined as any expression of dissatisfaction with a product or service offered or provided by the HBCF or its Scheme Agents, including Distributors/Brokers.
A ‘dispute’ is defined as a complaint that has been considered and responded to by the Scheme Agent and the complainant is not satisfied with the outcome.
HBCF and its Scheme Agents are required to comply with Market Practice and Claims Handling Guidelines made under the Home Building Act 1989. Under these Guidelines, the HBCF is required to have in place an effective internal complaint handling mechanism.
NSW Fair Trading may investigate complaints about an alleged breach or failure by HBCF, and/or an Scheme Agents of HBCF. However, the complaint must be first lodged with HBCF. Following the completion of the HBCF's internal dispute resolution process and where HBCF has been unable to appropriately resolve the matter, the complainant can lodge a complaint escalating the matter to NSW Fair Trading.
Internal complaint handling
Complaints about Service Standards
Complaints about claim decisions
The homeowner is also entitled, in the first instance, to request a review of the decision by the Scheme Agent. If the matter is not resolved, the homeowner can then request that it be escalated to the Scheme Agent’s claims committee and potentially to the icare HBCF’s claims committee before needing to lodge a formal appeal to the Tribunal.
Other dispute resolution mechanism
References on this website to builders and building work include and apply to work undertaken by trade contractors and other building contractors such as electricians, plumbers, carpenters, swimming pool builders etc.