Complaints Process

Step 1 - Try to resolve it directly

Most issues are quickest to resolve when raised directly with the business. Put your complaint in writing (email or SMS works) so there is a record, describe the issue, what you would like done, and a reasonable timeframe to respond. Keep copies of every reply.

Where the business has its own complaints procedure, follow it. Our Matching Policy explains why your contract is with the business rather than BuildPilot.

Step 2 - Tell BuildPilot

If the issue is not resolved, or if you believe the business has misrepresented itself on its BuildPilot profile, report it to us. Use the Report this business button on the business's BuildPilot profile, or email home@buildpilot.com.au.

Include in your report:

• Business name and BuildPilot profile URL.
• Date the issue arose and a short description.
• The remedy you have asked for.
• Copies of any quotes, contracts, photos or written communications.

We acknowledge complaints within 2 business days. We investigate by reviewing the report, contacting the business for their response, and reviewing the information the business supplied when they listed with us. We aim to provide a written decision within 14 business days.

We do not independently verify or warrant a business's licence, insurance or workmanship. If your complaint relates to those matters, the State or Territory regulator in Step 4 is the authoritative path.

Step 3 - What BuildPilot can and cannot do

BuildPilot is a matching service. We do not perform work, hold money in trust, or substitute for a court. What we can do:

• Investigate whether the business has breached our Matching Policy, Reviews Policy or terms.
• Remove a business from match shortlists pending resolution.
• Suspend or permanently remove a business from BuildPilot.
• Remove false or misleading content from a business profile.
• Provide you with a written record of our findings to support an external complaint.

What we cannot do: order a refund, enforce a remedy on the business, or make orders that only a court or tribunal can make.

Step 4 - Escalate to your State or Territory regulator

Australian Consumer Law gives you rights that we and the business cannot remove. If the matter is unresolved, escalate to the regulator for the State or Territory where the work was performed.

For misleading or deceptive conduct, including misleading conduct on a BuildPilot listing, the Australian Competition and Consumer Commission accepts reports at accc.gov.au (call 1300 302 502).

Step 5 - Civil claims and tribunals

If the dispute cannot be resolved through the regulator, most States and Territories have a low-cost civil tribunal that hears residential building disputes (for example NCAT in New South Wales, VCAT in Victoria, QCAT in Queensland, SACAT in South Australia). Your State or Territory regulator can direct you to the appropriate tribunal and any time limits that apply.

Independent legal advice is also available through community legal centres and law society referral services.