COMPLAINTS 2018-06-13T21:05:26+10:00


In providing cover to builder’s/contractor’s and determining claims, SecureBuild is required to make decisions that could have a significant impact on the lives of builders, contractors and homeowners.

As a customer-centric organisation, SecureBuild is committed to being open and transparent regarding the decisions it makes and being held accountable as a provider of HBC products and services in NSW.

SecureBuild welcomes complaints from its customers as they enable us to quickly identify systemic system, process or procedural issues. They also provide us with insight into how to improve the way we deliver our products and services.

Given the importance of great complaint handling to us, SecureBuild has a Chief Customer Officer, who amongst other things is responsible for the management of complaints. The elevation of complaint handling to such a senior level ensures that your complaint will be dealt with expeditiously and efficiently with the organisation’s executive having visibility over the systemic issues your complaint is identifying.


A ‘complaint’ is an expression of dissatisfaction with in relation to the products or services offered or provided by SecureBuild and its agents (including intermediaries and service providers).

Whereas, a ‘dispute’ is a complaint expressing dissatisfaction regarding any decision made by SecureBuild that is a ‘reviewable’ decision.

For more information on how to lodge a dispute click here

SecureBuild’s complaint and dispute handling processes, including guarantee of service timeframes are set out within the process flow chart below.

You can lodge a complaint with us:

  • on line at; or
  • by calling us on 13 33 14; or
  • by downloading and completing a complaint/dispute form, click here.

The lodgement of complaints online, via email or over the phone will be acknowledge immediately and those received by post will be similarly acknowledge.


Complaints lodged will initially be assessed by SecureBuild to determine if they are complaints or disputes that require more formal processes to be applied.

You will be contacted within 48 hours of receipt of your complaint and we may look to obtain further information about the complaint from your and potentially resolve the complaint to your satisfaction by means of an explanation or the issuing you an apology.

SecureBuild will diligently investigate each complaint and seek, wherever possible, the redress sought by you. The outcomes applicable to complaints include:

  • Provision of Information clarifying the complainants misunderstanding regarding SecureBuild’s products or services;
  • Offering an apology;
  • Providing monetary compensation (refund or rebate);
  • Referral to DRC for Internal Review (if your complaint is actually a dispute);
  • Staff Member/Building Inspector Counselled;
  • Staff Member/Building Inspector Disciplined;
  • Changes made to system, processes or procedures; and
  • No Further Action

Secure will endeavour to investigate and finalise all complaints within 10 business days. Upon finalising a complaint, you will receive a written confirmation of the outcome from us.

For further information in relation to how SecureBuild will manage your dispute click here.