What happens if I am unhappy about any decision made by the building consent authority?
A customer has a right to appeal or to complain about any building control function the building consent authority undertakes; and have this heard and resolved.
Complaints provide feedback about service experience and give us the opportunity to improve our performance.
What is a building control function?
A complaint in relation to building control is defined as a complaint about:
- Meeting statutory time frames
- Lodgement or vetting of building consent applications
- Processing of building consent applications
- Inspection of work under construction
- Issuing of a notice to fix
- Issuing of code compliance certificates
- Issuing compliance schedules
- Failure to provide appropriate information or advice
- Fees and charges
- Failure to meet legislative or Building Code requirements
How do I make a complaint?
You can make a complaint in person; or in writing, via the compliment/complaints form on our website.
What information is required?
- Date incident occurred
- Nature of complaint (e.g. vetting, lodgement, inspection, notice to fix, code compliance certificate, compliance schedule, etc.)
- Copies of any supporting information (if applicable)
- Relationship (customer, regulator, or stakeholder)
- Name and contact details
How long does it take?
All written complaints will be responded to within 1 working day of receipt. At this time you may be asked whether you wish to be heard in relation to the complaint or to provide further information.
Do I have a right of appeal?
If you do not agree with the outcome you may request a review of the decision. All appeals must be made in writing setting out the reasons why you disagree with the decision.
What else can I do?
If you are still unhappy or choose to use an alternative route to settle a matter of doubt or dispute you may apply to MBIE for a Determination. Visit the MBIE website for further information on this service.