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How do I make a defective work complaint to the QBCC?

By BuilderVet team. Last reviewed 2 November 2026.

First give your contractor written notice of every defective or unfinished item with a timeframe to fix them, then lodge a defective work complaint with the QBCC if that doesn’t work. Move quickly: home warranty claims need a complaint within 3 months of noticing a structural defect, or within 7 months of completion for a non-structural one.

This guide covers the steps, the time limits, what the QBCC can and can’t do, and what home warranty covers. It is general information, not legal advice. For checking whether your build has cover in the first place, see verifying home warranty insurance in QLD.

What should I do before lodging?

The QBCC asks owners to do four things first:

  1. Check your contract. Many new home and major works contracts have a maintenance period, also called a defects liability period, when the builder must make good defects. Follow the contract’s dispute steps closely so you don’t breach it.
  2. Talk to the contractor. Explain the items you believe are defective, incomplete or contractual, and give reasonable site access.
  3. Give written notice. Send written notice, for example by email or post, of every defective or unfinished item, with a timeframe to fix them, such as 14 days. The QBCC says this is required to submit a defective work complaint. It has a “Notify builder of defective work” template you can use. The notice isn’t needed if the contractor is bankrupt or insolvent and their licence is cancelled, or they are deregistered or deceased.
  4. Check the licence. Use the QBCC Licensee Register to see the contractor’s licence status. If they don’t hold the right licence for the work, any rectification must be done by an appropriately licensed contractor.

What are the time limits?

Time limits are strict, so lodge as soon as possible. The QBCC sets out two sets: its own power to help, and the shorter limits for a home warranty claim.

Defect type Lodge with QBCC for help Lodge for a home warranty claim
Non-structural No later than 12 months from completion of work Within 7 months of completion, for defects that appear in the first 6 months
Structural Within 12 months of noticing the defect Within 3 months of noticing the defect, and within the 6 year 6 month cover period

For structural defects, the QBCC says it only has 6 years and 6 months from when the work was completed to direct the contractor to rectify. For home warranty, structural cover on policies taken out since 28 October 2016 runs 6 years 6 months from the earliest of the contract date, the premium payment date or the date work started. That can be extended where work took more than 6 months to complete.

The QBCC says it will always consider all the circumstances when assessing a complaint.

Who can complain, and about what?

Property owners, a body corporate (common property only), an authorised agent, and in some cases principal contractors can lodge. After the contract ends, an owner can complain even if the work was done before they bought the property.

The contract value, including labour, materials and GST, generally needs to be more than $3,300 for most building work, more than $1,100 for hydraulic design work, or of any value for plumbing, drainage, gas fitting, chemical termite management systems, building design, site classification, fire protection and completed building inspections.

In a unit or townhouse complex, owners lodge for their own lot and the body corporate lodges for common property. The QBCC’s example is a roof leak: the body corporate lodges for the roof, and owners lodge for the ceiling damage inside their units.

The QBCC says it can’t help with complaints about electrical work (contact the Electrical Safety Office), cases where you can’t identify the contractor, defects not caused by the contractor such as natural disasters, or dividing fences unless the work is defective.

What can the QBCC actually do?

Stage What the QBCC may do What it has no power to do
Contract still active Try to facilitate an agreement, inspect alleged defective work, issue a direction to rectify Order refunds or payments, make decisions about your contract, force compliance with an agreement
Contract ended Facilitate, inspect, issue a direction to rectify, assess eligibility for a home warranty claim Direct how work is fixed, supervise repairs, fix the work itself

If no agreement is reached, both parties get a letter allowing them to apply to the Queensland Civil and Administrative Tribunal (QCAT). The QBCC notes QCAT requires you to go through its process before it will accept a building dispute application.

You must give the contractor reasonable access if they ask to inspect or fix the items. The QBCC treats that as an agreed time in normal working hours, for full consecutive days if needed, after at least 48 hours’ notice. Refusing access will affect its ability to help.

What does home warranty cover for defects?

If your claim is accepted, the QBCC says it will pay to rectify defects in the home or another building on the site such as a shed, including attached decks and verandahs, stairs and ramps, attached plumbing and drainage, and support work such as restumping. Structural defects in a swimming pool are covered.

Not covered includes carpets, floating floors, blinds, insulation, insect screens, electrical appliances, shade sails, and work not directly part of the home such as driveways, paths and fences. You may claim accommodation costs if the home is or will become uninhabitable during rectification.

Checklist: your defect complaint pack

  • Contract, plans, specifications and variations
  • Completion date, and the date you noticed each defect
  • Your written notice to the contractor, with the timeframe you gave
  • Any reply, and records of site visits
  • Clear photos of each item, following the QBCC’s photo guide
  • Contractor’s licence details from the QBCC Licensee Register
  • Any independent building inspection report

Worked example: cracking after a new build

Lena’s new home on the Gold Coast was completed in March. In November she notices a widening crack in a load-bearing wall. Treating it as possibly structural, she emails the builder that week listing the crack and two unfinished items, giving 14 days to respond.

When nothing happens, she lodges a defective work complaint with the QBCC in December. That’s within 3 months of noticing the structural defect, so she keeps her home warranty options open. If she’d waited until the following year, she could have lost the warranty route even though the QBCC could still have helped.

How BuilderVet helps

Before you hire anyone to fix the defects, run the free check on them, and confirm their licence covers the work with our guide to checking a QLD builder’s licence. Build Watch is currently for NSW builds only.

Frequently asked questions

Do I have to tell the builder before complaining to the QBCC?

Yes. Give written notice of every defective or unfinished item with a timeframe to fix them, such as 14 days. It isn’t needed if the contractor is bankrupt or insolvent with a cancelled licence, deregistered or deceased.

How long do I have to complain about non-structural defects?

No later than 12 months from completion for QBCC help, but within 7 months of completion, for defects appearing in the first 6 months, to keep a home warranty claim open.

How long do I have for structural defects?

Within 12 months of noticing for QBCC help, and within 3 months of noticing for a home warranty claim.

Can the QBCC make my builder refund me?

No. The QBCC says it has no power to require someone to pay or refund money. It can direct the contractor to rectify defective work.

Can I go straight to QCAT?

The QBCC says QCAT requires you to go through its dispute process first, and it issues a letter at the end so you can apply.

Does the QBCC handle electrical defects?

No. Complaints about electrical work go to the Electrical Safety Office.

I bought the house second hand. Can I still complain?

After the contract has ended, the QBCC says property owners can complain, including where the work was done before they bought the property. Time limits still apply.

Sources

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Last reviewed 2 Nov 2026