Report building or plumbing work or practitioner conduct

You can report concerns about building or plumbing work, or the conduct of a building or plumbing practitioner, to BPC.

This may include concerns about:

• defective, incomplete or non-compliant work
• unsafe building or plumbing work
• work carried out by an unregistered builder or unlicensed plumber
• work carried out without the required permit, registration, licence or insurance
• practitioner conduct
• possible breaches of building or plumbing laws.

A complaint helps BPC identify poor compliance, illegal activity and risks to consumers or the public.

BPC will review the information you provide and decide what action, if any, is appropriate. This may include asking for more information, assessing the issue, inspecting work, referring the matter to another pathway, or taking regulatory action.

Before you report an issue

Before contacting BPC, it is usually best to try to resolve the issue directly with the builder, plumber or practitioner, where it is safe and reasonable to do so.

You should:

• raise the issue in writing
• clearly describe the problem
• give the practitioner a reasonable opportunity to respond
• keep copies of emails, text messages, letters and other communication
• gather relevant documents, photos, invoices, reports, permits or certificates.
• If there is an immediate risk to life or property, call 000.

If there is a potential life-safety issue resulting from building work, contact your local council immediately. The municipal building surveyor may be able to issue emergency orders or take enforcement action.

Registered practitioners

If you are a registered practitioner, email customerservice@bpc.vic.gov.au and request access to the complaint form.

Include your registration details in your email.

Property owners and other complainants

If you are a property owner or another person making a complaint, contact BPC so we can help determine whether your issue can be progressed as a complaint.

Phone our Customer Service Centre on 1300 067 088.

You can also email your complaint enquiry to complaintenquiries@bpc.vic.gov.au.

BPC will contact you and help direct your complaint to the correct pathway.

What information to provide

Having clear information helps BPC assess your complaint.

You may need to provide:

• photographs or video showing the issue
• invoices or payment records
• emails, text messages or letters
• existing reports
• permits, plans or certificates
• the name and contact details of the practitioner or business involved
• details of any steps you have already taken to resolve the issue.

Complaints about unregistered or unlicensed plumbing work must be lodged within 3 years of the work being carried out.