After you lodge a complaint, BPC will acknowledge that it has been received.
Your complaint will then be queued for allocation to an assessing officer. Allocation timeframes vary depending on the number of complaints BPC is managing.
Once your complaint has been allocated and an initial assessment has been completed, the assessing officer may contact you to discuss the matter.
BPC may start an initial review of a building complaint if:
The Code of Conduct for Building Surveyors requires building surveyors to:
If your complaint relates to a building surveyor, include any information showing what steps you have taken to raise the issue and how the building surveyor responded.
BPC may need to share your contact details and other relevant personal information with external parties when carrying out complaint-related functions.
For example, BPC may refer a complaint to the relevant building surveyor for the site so they can manage or resolve the issue.
You do not have to provide personal information. However, if you choose not to provide it, BPC may not be able to fully assess or respond to your complaint.
More information is available in BPC’s privacy policy.
Phone our Customer Service Centre on 1300 067 088.
You can also email your complaint enquiry to complaintenquiries@bpc.vic.gov.au.
BPC assesses building and plumbing complaints under different laws. This means the process and possible outcomes may be different depending on whether your complaint is about building work, plumbing work, or practitioner conduct.
In all cases, BPC will review the information you provide and decide what action, if any, is appropriate.
We may:
The action BPC takes will depend on the issue, the evidence available, the level of risk, whether the matter is within BPC’s powers, and the conduct or history of the practitioner involved.
BPC may assess a building complaint where it relates to:
Where relevant, you may need to raise your concerns with the relevant building surveyor before BPC can progress the complaint.
If BPC identifies non-compliant building work that needs to be addressed, we may contact the relevant building surveyor, local council or other responsible party to support the appropriate action being taken.
If BPC identifies possible breaches or offences, we will consider the seriousness of the issue, the impact, the practitioner’s history and how the practitioner has responded to the complaint.
Depending on the circumstances, BPC may provide compliance advice, issue a notice or caution, seek an enforceable undertaking, refer the matter for investigation, or consider disciplinary action.
If the complaint raises an urgent life-safety concern, BPC may prioritise the matter. This may include referring the issue to the municipal building surveyor or arranging an inspection.
BPC assesses complaints about plumbing work from consumers and other agencies.
Plumbing complaints may relate to:
If a plumbing complaint is substantiated, BPC may expect the licensed plumber to return to the site, fix the issue and provide evidence that the work now complies.
If a compliance certificate was required but was not lodged or issued, BPC may require the plumber to lodge or issue the certificate. If a certificate needs to be corrected, BPC may require the plumber to correct it.
If BPC identifies possible breaches or offences, we will consider the seriousness of the issue, the impact, the practitioner’s history and how the practitioner has responded to the complaint.
Depending on the circumstances, BPC may provide compliance advice, issue a notice or caution, refer the matter for inspection or investigation, or consider disciplinary action.
Complaints about unregistered or unlicensed plumbing work may be referred for investigation if there is enough credible evidence and the matter is within the timeframe for prosecution.
If BPC is not satisfied that the plumbing work has been brought into compliance, or a required compliance certificate has not been lodged or issued, the complaint may be referred for further inspection or investigation.
If BPC identifies a pattern of incompetence or negligence across multiple substantiated complaints, the plumber may also be referred for investigation.
If you engaged a licensed or registered plumber and want to make a claim on their insurance, BPC may be able to give you the plumber’s insurance details.
You can request this information by emailing customerservice@bpc.vic.gov.au or calling 1300 067 088.
You may be able to make a claim on the plumber’s insurance if the work is within the insurance period and the plumber:
BPC can help you access insurance details in some circumstances, but BPC does not decide the outcome of an insurance claim.
If you are unhappy with the outcome of an insurance claim, you may need to apply to VCAT or seek legal advice.
Learn more about insurance for building and plumbing work.
If an investigation finds that a plumbing complaint is substantiated, the plumber may be referred to a formal inquiry.
A formal inquiry may result in:
Complaint timeframes vary. BPC cannot give a fixed timeframe for how long a complaint will take.
The time needed will depend on the complexity of the matter, the information available, whether technical advice is needed, and whether BPC needs information from other parties such as the relevant building surveyor, local council, practitioner or complainant.
BPC will contact you if more information is needed.
BPC will handle your complaint respectfully and as efficiently as possible.
Our staff also have the right to end communication that is abusive, threatening, intimidating, harassing or disrespectful.
