Complaints

A 'complaint' is defined as any expression of dissatisfaction with a product or service offered or provided by icare hbcf or its Scheme Agents (including the Scheme Agent’s Distributors).
 
A complaint by a builder in relation to an underwriting decision concerning a builder’s Eligibility for insurance under the hbcf or the issue of a Certificate of Insurance should in the first instance be submitted to the Scheme Agent via the builder’s Distributor. If the matter is not resolved, the builder can then request via their Distributor that it be escalated to the Scheme Agent’s Underwriting Committee and potentially to the hbcf’s Underwriting Committee.
 
Where a homeowner is not satisfied with a decision on a claim by a Scheme Agent they have a right of appeal to the NSW Civil and Administrative Tribunal (NCAT) www.ncat.nsw.gov.au (or the District Court where the amount involved exceeds the Tribunal’s $500,000 jurisdictional limit).
 
The homeowner is also entitled to request a review of the decision by the SchemeAgent. 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 hbcf’s claims committee.  Where a homeowner is not satisfied with a decision on a claim by an Insurance Agent they have a right of appeal to the NSW Civil and Administrative Tribunal (NCAT) www.ncat.nsw.gov.au (or the District Court where the amount involved exceeds the Tribunal’s $500,000 jurisdictional limit).
 
Each Scheme Agent has their own internal complaint handling procedures that are approved by the hbcf. The hbcf’s Complaints and Disputes Handling Procedures explains how the hbcf and its SchemeAgents handle complaints and disputes in relation to standards of service, underwriting decisions and decisions on claims. The Procedures also sets out the role and operation of underwriting and claims committees established by the hbcf and its Insurance Agents.