What happens after you raise an issue

The BPC reviews building and plumbing issues to decide what action, if any, is appropriate.

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

The 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.

How the BPC assess an issue

After you raise an issue, the BPC may:

• check whether the matter is within the BPC’s role and powers
• ask you or another party for more information
• review documents, photos, reports, permits or certificates
• contact the relevant practitioner
• seek technical advice
• arrange an inspection or assessment, where appropriate
• refer the matter to the relevant building surveyor, local council or another agency
• decide that no further action is needed
• take regulatory action where needed.

The BPC will consider the information available before deciding the next step.

How the BPC decides what action to take

The BPC focuses on issues that pose the greatest risk to consumers, building safety and confidence in the building and plumbing system.

When deciding what action to take, the BPC may consider:

• the seriousness of the issue, including any risk to life or safety
• whether there may have been a breach of building or plumbing laws
• the impact on the consumer or the public
• the conduct of the practitioner
• the practitioner’s compliance history
• whether the matter can be resolved through another pathway.

The BPC aims to take action that is fair, proportionate and focused on reducing future harm.

Possible outcomes

Depending on the issue, the BPC may:

• provide information or compliance advice
• ask a practitioner to take action to address an issue or seek an enforceable undertaking
• refer the matter to the BPCs dispute resolution services
• refer the matter to another agency or responsible body
• arrange further inspection or investigation
• issue a notice or caution
• issue and order or direction requiring work to be rectified
• take disciplinary action, including suspending, cancelling or placing conditions on a registration or licence
• commence prosecution in serious cases
• publish certain outcomes on a public register, where allowed by law.

Not every complaint, enquiry or inspection will lead to regulatory action.

If no further action is taken

The BPC may decide not to take further action if:

• the matter is outside the BPC’s powers
• there is not enough evidence to progress the matter
• the issue has already been addressed
• another agency or pathway is more appropriate
• the relevant legal timeframes have passed.

If the BPC cannot progress your issue, we will explain why and, where possible, tell you about other options.

How you can support the process

You can help the BPC assess your issue by providing clear and relevant information.

This may include:

• photos or video showing the issue
• contracts, invoices or payment records
• permits, plans or certificates
• emails, text messages or letters
• reports or expert assessments
• details of the practitioner or business involved
• details of any steps you have already taken to resolve the issue.

The BPC may contact you if more information is needed.

Timeframes

Timeframes vary depending on the complexity of the matter, the information available and whether the BPC needs information from other parties.

Some matters may take longer if technical advice, an inspection or investigation is needed.