The Home Building Service’s dispute resolution service was established to provide a quick and cost free way of resolving disputes between consumers, builders and tradespeople.
Complaint statistics for the 2011/12 financial year have been graphed and are provided below. They present three complaint perspectives:
NOTE: The levels of the various complaint categories in these statistics are entirely based on the initial description supplied by the complainants. They do not reflect any assessment or substantiation by Fair Trading.
This data is provided to raise consumer awareness of the potential pitfalls of home building; to assist training providers identify areas of need and to help the home building industry better manage risk.
The various causes of complaints are detailed in the document below, which graphically shows that poor workmanship is the major cause of most home building complaints.
View or download Home building complaints by cause as at June 2012 in PDF format (size: 188kb).
While most complaints are caused by poor workmanship, poor workmanship can results in many different defects. The document below shows complaints by the variety of defects that have been reported. It also shows that there are three main areas of defect that regularly result in complaints.
View or download Home building complaints by defect as at June 2012 in PDF format (size: 259kb).
The document below shows which industries are more likely to have a complaint made against them.
While over half of all complaints are shown to be made against building contractors, it must be remembered that the scope of work undertaken by a builder is on average, more complex than work undertaken by other licence classes.
View or download Home builidng complaints by industry type as at June 2012 in PDF format (size: 209kb).
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