Before you contact BPC

Before contacting BPC, we encourage you to try to resolve the issue directly with the builder or plumber. In most cases, early direct resolution is faster, less stressful and more effective than a formal complaint or dispute resolution process. If you have tried to contact your builder and have not been successful in resolving the issue, proceed straight to dispute resolution.

What you can do

• Raise the issue in writing with the builder or plumber, clearly describing the problem. Make multiple attempts to contact the other party to raise your concerns, a single contact is generally not enough.
• Discuss your concerns with your builder as soon as you become aware of a problem. It may simply be a misunderstanding that can be quickly resolved through constructive communication.
• Keep copies of all correspondence, including emails, letters and text messages.
• Gather your key documents: building contract, plans and specifications, building permits, payment records, photos and any reports.
• Allow a reasonable time for the practitioner to respond.
• If you have Home Warranty insurance, review your Notice of Cover and note relevant timeframes.

What information you may need

Have your documents ready

When you contact BPC about a building or plumbing issue, having the right information ready will help us assess your matter. You may need:

• Your domestic building contract or plumbing contract
• Building or plumbing permits relating to the work
• Plans and specifications for the work stamped by the relevant council
• Payment records and invoices
• Photographs or video showing the issue
• Records of correspondence with the builder or plumber (emails, letters, texts)
• Any reports or expert assessments you have obtained
• Your Certificate of Insurance (if you have Home Warranty or DBI cover)
• The occupancy permit or certificate of final inspection, if issued

You do not need to have all of this information before making contact, but gathering as much as possible will help the assessment process. BPC may request additional information after your initial contact.