How do I lodge a building complaint in NSW?

By BuilderVet team. Last reviewed 2 November 2026.

Home building complaints in NSW now go to Building Commission NSW, not NSW Fair Trading, and you lodge them online through Service NSW, with a PDF form, or in person at a Service NSW centre. The service is free, but you are expected to try to sort the problem out with your builder first, and the government warns the wait can be up to 18 weeks.

Many people still search for “Fair Trading building complaint”, and some official pages still mention Fair Trading. The NSW Fair Trading building complaints page itself says Building Commission NSW is now the point of contact. This guide covers what it handles, what to gather, and what happens after you lodge.

What can Building Commission NSW help with?

The NSW Government says Building Commission NSW can help with complaints about:

• building, renovation or trade work on residential buildings
• specialist trade work on residential and non-residential buildings, such as electrical wiring, plumbing, gasfitting and air conditioning or refrigeration

where the work:

• is incomplete or defective
• does not comply with the statutory warranties
• has damaged other structures, including neighbouring properties

For a house, the homeowner makes the complaint. For a strata or apartment building, the government says the owners corporation makes it. If the dispute is about defective work affecting common property in a class 2 apartment building, the government points to separate guidance on regulated buildings.

What should you do before you complain?

The government’s dispute steps are:

1. Review your contract. Work over $5,000 including GST needs a written contract, and it sets out what was agreed.
2. Talk to the builder or tradesperson as soon as you notice a problem. For quality issues, the NSW Guide to Standards and Tolerances explains what standard of work is acceptable.
3. Put it in writing. Confirm what was agreed and by when, date and keep a copy, and consider email or registered post so you have proof it was sent.
4. Contact Building Commission NSW if that doesn’t resolve it.
5. Notify your Home Building Compensation Fund (HBCF) provider. The government says that if you become aware of defective or incomplete work, you must immediately notify your insurer in writing. See how to make a HBC claim in NSW.

What do you need to lodge a complaint?

Service NSW lists what to have ready. Use this as a checklist.

• Details of the contractor who did the work
• Details of the work: dates, council application number, value and payments made
• Owner-builder permit number, if relevant
• Contracts and agreements
• Certificate of home warranty insurance or HBCF cover, if relevant
• Correspondence, photos, reports and other evidence
• Certificates of compliance from an electrician, plumber or gasfitter, if relevant

Before you lodge, check the contractor’s licence so you name the right person or company. See how to check if a builder is licensed in NSW.

How do you lodge it?

There are three ways, according to Service NSW:

If you aren’t sure where to begin, the Building Commission NSW complaints page gives 13 27 00 as the number to call.

What happens after you lodge?

Service NSW says that where a consumer and trader can’t resolve their dispute, Building Commission NSW will try to mediate an outcome. Either you or the trader can ask for that help, but both parties need to agree to the attempt.

For major defects, the government says Building Commission NSW may send a building inspector to the site. An inspection is only carried out if there is a major building defect. Other complaints are handled through its issue resolution and advisory service.

The inspector will either issue a rectification order for things the contractor needs to fix, or conclude that the builder is not responsible for the alleged defects. Inspectors look only at the items in the dispute and don’t do a general inspection. See what a rectification order is.

If an order isn’t complied with, or you are unhappy with the decision, you can apply to NCAT. See how NCAT home building claims work.

What is a major defect?

The government defines a major defect as a defect in a major element of the building due to defective design, workmanship or materials, or a failure to comply with the National Construction Code structural performance requirements. It gives examples including:

• load-bearing parts essential to stability, such as foundations, footings, floors, walls, roofs, columns or beams
• fire safety systems
• waterproofing

Does complaining stop the warranty clock?

No. The time limits to start proceedings for breach of statutory warranty are 6 years for major defects and 2 years for other defects, from completion. If the breach shows up in the last 6 months of that period, you get an extra 6 months.

Building Commission NSW says that if you are nearing the end of the warranty period, you can still use its complaint service but should also lodge an application with NCAT to preserve your rights. It also says it is the homeowner’s responsibility to apply to the Tribunal before the period expires. See statutory warranties for building work in NSW.

Worked example: a leaking shower after a renovation

Say a bathroom renovation was finished 14 months ago and the shower now leaks into the room below.

1. The owner emails the builder with photos and asks for a fix by a set date. They keep a copy.
2. The builder doesn’t respond. Waterproofing is listed as a possible major defect, so the owner lodges a complaint online with the contract, photos, emails and the HBC certificate.
3. They also notify the HBCF insurer in writing.
4. They note the warranty dates. Even if waterproofing turned out not to be a major defect, 14 months is inside the 2-year period for other defects, but they diarise both deadlines.
5. If Building Commission NSW issues a rectification order and it isn’t followed, they apply to NCAT.

How BuilderVet helps

Our free check shows the licence, ASIC and ABN records for the business you are dealing with, which helps you name the right party in a complaint. Complaint numbers for larger traders are also shown on the NSW Fair Trading complaints register. For NSW builds, Build Watch (A$79 once) sends change notices for 24 months. See pricing.

Frequently asked questions

Does NSW Fair Trading still handle building complaints?

The NSW Fair Trading building complaints page says Building Commission NSW is now the point of contact for building and renovation complaints.

Is it free to complain?

Yes. Service NSW says the Building Commission NSW complaint handling service is free.

How long does it take?

The government says it is receiving a high volume of requests and the current wait may be up to 18 weeks.

Does the builder have to take part?

Mediation needs both parties to agree. For major defects, an inspector can issue a rectification order.

Do I need to complain before going to NCAT?

NCAT says home building disputes must first go through the government’s dispute resolution process unless an exemption applies, such as claims against unlicensed contractors or where the time limit is about to expire.

Will an inspector check my whole house?

No. The government says inspectors only look at the specific items in the dispute.

Can an owners corporation complain?

Yes. For a strata or apartment building, the owners corporation makes the complaint.

Sources

• NSW Government, Building and renovating complaints, https://www.nsw.gov.au/departments-and-agencies/fair-trading/complaints-and-enquiries/building-and-renovating/building-and-renovating-complaints (checked 2026-11-02)
• Service NSW, Lodge a home building complaint with the Building Commission NSW, https://www.service.nsw.gov.au/transaction/lodge-a-home-building-complaint-with-the-building-commission-nsw (checked 2026-11-02)
• NSW Government, Resolving building disputes with your builder or tradesperson, https://www.nsw.gov.au/housing-and-construction/building-or-renovating-a-home/resolving-building-disputes (checked 2026-11-02)
• Building Commission NSW, How Building Commission NSW deals with building defect complaints, https://www.nsw.gov.au/departments-and-agencies/building-commission/about-us/building-defect-complaints (checked 2026-11-02)
• NCAT, Home building, https://ncat.nsw.gov.au/case-types/housing-and-property/home-building.html (checked 2026-11-02)

Last reviewed 2 Nov 2026