Concerns about the work

If you've found an issue with the building work, learn the difference between a defect and non-compliance and where to get help for each.

Defects

A defect is work that breaches a contract term. This may include failing to meet a standard or quality specified in the contract or breaching an implied warranty under the Domestic Building Contracts Act 1995. For example, if the contract specifies that plastering will be carried out according to Grade 4 Level of the relevant Australian Standard, and only Grade 3 level is achieved, this would be a defect.

Our Guide to Standards and Tolerances (under review) describes the acceptable standards of workmanship in domestic building construction that aren’t covered by the minimum standards set in the law or specified in a contract. It can help to determine if something is defective. Note this document is intended as a general guide only. While it provides helpful direction, it does not override any statutory or contractual requirements. Where there is any difference, the relevant legal and contract documents will always take priority.

Non-compliance

Non-compliance is defined as work that is in breach of the building laws, which include the Building Act 1993, the Building Regulations 2018 and the Plumbing Regulations 2018. These include the minimum required standards that all building work must meet. For example, if a bathroom isn’t adequately waterproofed, it could be regarded as non-compliance and could lead to moisture problems. Work that is in breach of the building permit is also non-compliant.

It’s the building surveyor’s job to check that building work complies with the requirements of the building laws. However, it is not their job to check whether building work complies with the contract as this relates to defects.

If you are unable to determine whether the work is defective or non-compliant:

• ask the relevant building surveyor (RBS)
• speak to an independent third party, such as a builder, architect, building consultant or engineer.

How to prevent this

Do research so you can choose a qualified and skilled builder. This includes checking that they are registered and finding out if they have disciplinary history. Read more about finding a practitioner and getting quotes.

All building work must comply with the minimum required standards as set out in the law, regardless of the cost or the terms of the contract. However, your contract may specify standards above the legal minimum.

Decide early on what is non-negotiable. Your contract should clearly set out the materials, finishes and specifications that are important to you. Understand that premium quality work or materials will cost more and talk to your builder or draftsperson about the options that are available within your budget. Find out more information about setting expectations when arranging agreements and contracts.

During work, visit the site regularly to check its progress and communicate with your builder. You should read your contract carefully so you are aware of any requirements or limitations regarding when or how often you can inspect the property. If you see anything that doesn’t look right, ask questions, note the responses and speak up about issues early. While you have a legal right to reasonable access to your property, you should arrange visits ahead of time and follow the safety requirements for the site.

You can also engage an independent registered practitioner to oversee the work and check that it meets required standards. Read more about types of building professionals and their roles and responsibilities.

What you can do

Always talk to your builder and give them an opportunity to fix the issue before lodging a formal complaint or seeking dispute resolution.

For non-compliant work, speak to your RBS first. Their role is to check that building work meets the minimum building standards set out in the building law.

If the issue is not resolved, you can lodge a complaint with the BPC. Your RBS continues to have a role in checking that the building work complies with the building laws and may work with the BPC to address the issue.

BPC will assess the information you provide and determine the most appropriate response.

The action BPC takes will depend on the type of issue, the evidence available, the level of risk, and whether the matter is within BPC’s powers.

BPC does not respond to every issue in the same way. Some matters may be suitable for dispute resolution. Some may need assessment, inspection or regulatory action. Others may need to be referred to another agency or pathway.

If your domestic building contract was entered into on or after 1 July 2026, Home Warranty may cover eligible defective, non-compliant or incomplete work if the builder is unable or unwilling to complete or fix it. Eligibility, limits and exclusions apply. Different insurance arrangements apply to contracts entered into before 1 July 2026.

What to do if you've raised an issue but your builder refuses to fix the problem and tries to convince you there’s nothing wrong.

How to prevent this

Before hiring a practitioner, check reviews to find out how happy other clients were with their communication. Look for reviews about responsiveness, honesty, problem solving, flexibility and willingness to discuss the project throughout the building process. Read more about finding a practitioner and getting quotes.

Do research about building and renovating to understand the process and the types of work involved. Look at online resources such as building forums, educational websites or instructional videos and understand common building terms.

You can get someone else to speak to your builder on your behalf, such as a friend or family member who is experienced in dealing with builders and trades.

You can also get a registered building practitioner to help manage your project. They will have the industry knowledge to communicate your needs to your builder and check whether the required standards are being met. Read about roles and responsibilities to understand the types of professionals that may be involved in your project.

During the project, ask questions if you’re unsure or concerned about something, and keep the communication constructive. Learn more about communicating with your builder.

What you can do

Always talk to your builder and give them an opportunity to fix the issue before lodging a formal complaint or seeking dispute resolution.

Try to speak to a site supervisor, manager or head builder to see if the problem can be resolved within the builder’s team.

Speak to someone with experience or technical knowledge who can confirm whether there is a genuine problem and whether something is being done incorrectly. Consider getting an independent expert to support your concerns, for example, by arranging a building inspection and report. This expert may also communicate with your builder to help explain the issue and what may be required to fix it.

If you can’t resolve the problem, write a formal letter, asking the builder to fix the issue within a certain timeframe. Give them a reasonable amount of time to respond to your letter.

A report from a technical expert, such as an architect, building consultant or engineer, may be useful for supporting your claim if you lodge a formal dispute. If you lodge a complaint or seek dispute resolution through BPC. Depending on the circumstances, BPC may use its regulatory powers, provide dispute resolution services or issue a Rectification Order requiring eligible work to be fixed or completed.

Home Warranty may also respond to eligible defective, non-compliant or incomplete work if the builder is unable or unwilling to fix or complete it. This applies to eligible domestic building contracts entered into on or after 1 July 2026. Eligibility, limits and exclusions apply.

After the work is done, you've found that the quality is not what you expected. See the heading above 'Unhappy with the standard, quality or finish'  for information about defects and refer to your contract to find out your options.

How to prevent this

When choosing a builder or trade, check that they have a history of delivering the standard of work you expect. Look at their past projects, check reviews and confirm if they are members of industry associations as these can be measures of their reputation. Always remember to check their registration and find out if they have disciplinary history. Learn more about finding a practitioner and getting quotes.

Make sure that levels and standards of work required are detailed in the agreement and/or contract, plans and variations. Keep notes of conversations and confirm details of changes with the builder in writing.

Inspect the work regularly to pick up on any quality issues early and communicate these with your builder. Make sure major defects are fixed and the work has been completed in line with the plans and specifications set out in the building contract.

Hire an independent professional such as an architect or building consultant to inspect for defects and unfinished work before the occupancy permit or certificate of final inspection is issued. They have the technical expertise to monitor and report on whether the required standards are being met during construction.

Learn more about roles and responsibilities to understand the types of professionals that may be involved in your project.

If the quality does not meet the contract and you cannot resolve the issue with your builder, you can lodge a complaint or seek dispute resolution through BPC. Depending on the circumstances, BPC may use its regulatory powers, provide dispute resolution services or issue a Rectification Order requiring work to be fixed or completed.

For eligible domestic building contracts entered into on or after 1 July 2026, Home Warranty may cover eligible defective or non-compliant work if the builder is unable or unwilling to fix it. Eligibility, limits and exclusions apply

If you've found that something is missing after building work is completed, refer to your contract to find out what your options are.

How to prevent this

Prepare a checklist of items and features that you want from your project as a minimum before negotiating with prospective builders or trades. Display homes often include specifications that are optional upgrades, such as high-end appliances.

Items you may want to specify in your contract include:

• Security doors
• Flyscreens
• Solar
• Decorative features
• Landscaping
• Fencing
• Makes, models and colours of appliances
• Window coverings/blinds
• Polished floorboards
• Television antenna.

Make sure you include essentials in the quote or contract and make allowances for their supply and installation. Some contracts may provide for installing fittings, but not their supply. For example, wall tiles may need to be supplied by you.

Some builders don’t provide a full range of services, such as floor sanding, wall papering or tuckpointing. You will probably need to source these services yourself, so allow for these in your budget. Find out more about agreements and contracts.

Before making the final payment, make sure that the work has been carried out and has been completed in line with the plans and specifications set out in the building contract and that all fittings and appliances specified in the contract have been supplied and are working.

What you can do

Always talk to your builder and give them an opportunity to fix the issue before lodging a formal complaint or seeking dispute resolution.

Refer to the terms of the contract for details of inclusions. The builder must deliver everything that’s specified in the contract.

If the builder has not provided something that was specified in the contract, they have breached the terms of the contract. Ask them directly to fix the issue by writing a letter or email. This is evidence that you have attempted to resolve the issue yourself.

If the contract has been breached, you may be eligible for dispute resolution services through BPC.

If work covered by the contract is incomplete and the builder is unable or unwilling to complete it, BPC may consider whether dispute resolution, regulatory action, a Rectification Order or Home Warranty is appropriate Home Warranty applies only to eligible domestic building contracts entered into on or after 1 July 2026, and eligibility, limits and exclusions apply.

What to do if there is a safety issue with your building work, including plumbing, gas and electrical work.

How to prevent this

Check that the builder or tradesperson is registered or licensed to do that type of work before hiring them. Read more about finding a practitioner and getting quotes.

When any electrical installation work is done, the licensed electrician must always provide you or your relevant building surveyor (RBS) with a certificate of electrical safety as a record that the work meets the safety standards.

Your plumber or gasfitter must provide you with a compliance certificate for some types of work. For new builds, you must give the certificate to your energy provider before they connect you to a service.

For plumbing, roofing, stormwater, or waterproofing issues, discuss your concerns with the RBS during the build and follow up with an email confirming details of the discussion.

You should keep copies of any certificates for your own records in case of issues in the future.

Make sure you understand electrical and gas safety at home and browse our safety guide resources.

What you can do

If there is a serious safety issue that requires urgent action, call your local council. The council’s municipal building surveyor can take action to address urgent safety concerns.

If there are buzzing noises coming from the power points, lights flickering or fuses that keep tripping when using the kettle or toaster, disable services at the switchboard and contact your electrician or Energy Safe Victoria (ESV) for advice. Stop using power points or lights that don’t work and appliances that trip the power. The issue may also be with the appliance.

If you smell gas when the stove is turned off, stop using any gas appliances immediately and turn the gas off at the isolation valve at the meter. Contact a gasfitter or plumber urgently to test for and fix any leaking gas. If you cannot isolate or stop the gas leak, contact the ESV hotline to report a gas emergency or contact your gas distributor to come to the property to prevent further spread of the leak.

If you are unable to reach your plumber or gasfitter to fix an urgent issue, you may engage another plumber to fix the problem. If you want compensation for non-compliant plumbing work through the original plumber's insurer, you will need evidence that the installation was non-compliant by obtaining clear photographs and a detailed written report from the plumber who fixes the issue.

ESV is the agency responsible for gas and electrical safety. You can lodge a complaint with ESV against an electrician or gasfitter who does unsafe work. You may also lodge a complaint about plumbers and gasfitters with the BPC.

For building matters such as fire safety, swimming pools and protection works, you may lodge a complaint against a practitioner if they fail to meet safety requirements.

BPC will assess a complaint and determine the most appropriate regulatory action. Depending on the circumstances, it may use its regulatory powers or issue a Rectification Order requiring eligible defective incomplete, non-compliant or unsafe work to be fixed. For an immediate threat to life or property, contact emergency services or your local council rather than waiting for BPC to assess a complaint

Understand consumer guarantees and warranties and find out when you can get a repair, refund or replacement of a product.

What you can do

You may be entitled to either a repair, refund, or replacement of defective consumer goods depending on whether the fault is major, or minor and repairable under the Australian Consumer Law consumer guarantee provisions.

These warranties, in addition to the manufacturer’s warranty, apply even if the goods are permanently fixed to a building.

This includes:

• Air-conditioning/heating systems
• Stoves, sinks and other integrated appliances and fittings
• Tapware
• Window and floor coverings
• Alarm systems
• Internal and external hardware, handles, hinges, locks
• Extractor fans

You can make a warranty claim directly with the supplier or the manufacturer, so you don’t need to go through your builder.

If the problem relates to how the product was installed rather than a fault with the product itself, raise it with your builder or installer first. If it is not resolved, you make be able to lodge a complaint or seek dispute resolution through BPC.