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.