Consumer Complaints

COMPLAINTS

If you are unhappy with a service provided by a member of Master Builders SA, such as a builder or a tradesperson you must first raise your concerns directly with them. In the majority of cases, this will resolve the issue.

In the event that it doesn’t, then we may be able to help. However, Master Builders is not an investigation or enforcement authority. Upon receipt of a complaint we would contact the member and advise them in line with our Code of Ethics and encourage them to work with you to resolve the matter. Complaints must be lodged online as below:

If you are still unhappy with the outcome then we encourage you to contact Consumer and Business Services and follow the advice below.

HOW TO:

Describe the details of your complaint clearly, gather together any documents or other evidence that relates to the complaint.  For example contracts, quotes, photographs as well as dates and times.

It is important to consider what you would like to happen after you have raised the complaint and be prepared to consider all options /outcomes that may be proposed and negotiate accordingly.

MAKE CONTACT

As suggested, it is important to raise your concerns directly with them, this could be via email, phone or letter and again, explain the issue clearly and what you would like to happen. If you are making the complaint over the phone, and you are not happy with the initial response please ask to speak with a supervisor.

KEEP RECORDS

Always make a note of conversations and keep copies of replies to emails or letters. If you have tried to resolve the matter directly with the member of Master Builders SA and you are still not satisfied then you may lodge your complaint with:

If you have used a Master Builders contract there are conciliation options that can be enacted as per contract terms.

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