Make a Home Warranty claim

In most cases, yes.

If your builder is still trading, you will usually need to give the builder a written complaint notice before BPC can assess your claim.

The complaint notice gives the builder an opportunity to respond to the issue.

You do not need to give the builder a complaint notice if an insurable domestic building contract event has occurred.

An insurable domestic building contract event is a serious event affecting the builder or the building contract.

This may include where the builder:

• dies
• disappears or cannot be found
• becomes insolvent
• has their registration cancelled by BPC
• defaults under the contract and the contract is validly terminated.

If an insurable domestic building contract event has occurred, you may be able to make a claim without first giving the builder a complaint notice.

A complaint notice is a written notice you give to your builder.

It explains the building work issues you are concerned about and gives the builder an opportunity to respond.

Fill in the fields in the template with your details, your builder's details, your relevant Certificate of Insurance/Notice of Cover number, and a description of the defects.

• You can send your notice in two ways:
  By email: attach the completed template to an email to your builder or copy the body text from the template and paste it into your email. Request a read receipt so you have proof it was received.
• By post: print the completed template, sign it, and send it by registered post so you have proof of delivery.

Please keep a copy for your records.

Before BPC can take action, you need to show that you have made a reasonable attempt to resolve the issue directly with your builder. Start by contacting them informally – for example, a phone call or email. Explain the problem and ask them to contact you so you can get the issue fixed.

Give your builder a reasonable time to respond. If they respond and agree to fix the work, confirm the repair schedule in writing and keep records. If repairs are completed, check the work and confirm in writing whether you're satisfied.

If your builder doesn't respond within a reasonable time, refuses to do the work, or does repairs that are not adequate, contact BPC. You can:

• Request BPC to consider regulatory action
• make a claim for assistance under Home Warranty.

If making a Home Warranty claim, time limits apply, so do not delay.

Different claim timeframes apply depending on the type of claim.

For defective or non-compliant work, a claim must generally be made within 12 months after you first became aware, or should reasonably have become aware, of the issue.

For accommodation, removal and storage costs, a claim must generally be made within 28 days after the costs are incurred.

Other timeframes may apply depending on the type of claim and the circumstances.

When you are describing defects, be specific. Instead of 'poor workmanship', describe exactly what the problem is and where in your home it is located, for example:

• water pooling on the ground floor bathroom tiles near the shower
• gap between the wall frame and ceiling cornice in the master bedroom
• cracking to the render on the north-facing external wall

Attach labelled photos. Label each one clearly (e.g. 'Photo 1 — bathroom tiles') and link them to your item number in your notice to the builder.Keep copies of everything you send and receive, such as emails, texts, letters, and photos.

Note dates of all communications, including phone calls.

If a complaint notice is required, the builder has 28 days to respond before BPC can assess your claim.

A notice of claim is the formal request you submit to BPC for assistance under Home Warranty.

It must be submitted in the approved form and include the information BPC needs to assess your claim.

A complaint notice is sent to the builder first. It tells the builder what the issue is and gives them an opportunity to respond.

A notice of claim is submitted to BPC. It is the formal request for assistance under Home Warranty.

If a complaint notice is required, you must give it to the builder before submitting a notice of claim to BPC.

Yes. Your Notice of Cover may include a QR code or online verification details.

Check the details against your building contract. If anything does not match, contact BPC as soon as possible.

No. Optional additional cover is not available at this time.