Compliance

Complaints & Non-Compliance Concerns

STA Building Consultants is committed to providing professional, respectful and timely building permit and consultancy services.
We acknowledge that applicants, clients and relevant parties may from time to time have concerns about our services, decisions, communication, conduct, or the handling of statutory building surveying functions.
This complaints management process explains how a complaint or concern may be raised, how we will consider it, and the steps we may take to respond.

How to make a complaint

A complaint may be made by email, phone, or in writing.
Please provide as much detail as possible, including your name and contact details, the property address or building permit number if applicable, the issue you are concerned about, relevant dates, documents, photographs or correspondence, the names of any people involved where known, and the outcome you are seeking.
Email: info@stabc.com.au
Phone: 0425 856 940

What happens after we receive a complaint

After receiving a complaint, we will acknowledge the complaint within a reasonable time, record the complaint in our complaints register, review the information provided, request further information if required, consider whether the matter relates to our services, conduct, statutory functions or something outside our role, take reasonable steps to resolve the complaint where appropriate, and provide a response or update within a reasonable timeframe.

Timeframes

We aim to acknowledge complaints within 2 business days, provide an initial response or update within 10 business days, and resolve straightforward complaints within 20 business days where possible.
Some matters may take longer, particularly where we need to review permit documents, inspect building work, obtain further information or consider statutory obligations.
If more time is required, we will provide an update.

What we may do to resolve a complaint

Depending on the nature of the complaint, we may provide an explanation of our role, decision or process, correct an administrative error, request further information or documents, review relevant permit documentation, arrange for further internal review, consider whether statutory action is required, refer the person to another appropriate authority or dispute pathway, or confirm that no further action is required.

Repeated or unsupported complaints

We will consider complaints that contain clear, specific and verifiable information.
Where correspondence repeats matters already addressed, contains general allegations without supporting information, or does not raise any new substantive issue, we may advise that no further detailed response will be provided unless new relevant information is supplied.

This does not prevent us from considering any new credible information relating to safety, statutory compliance or non-compliant building work.

Concerns about non-compliant building work

Applicants, clients and relevant parties, including adjoining owners, may raise concerns about potentially non-compliant building work.
Examples may include concerns about work not being carried out in accordance with the building permit, required inspections, protection work, safety concerns, or building work that may not comply with approved documents or relevant legislation.

Please provide the property address, permit number if known, details of the concern, photographs if available, and any relevant correspondence.
We will review the concern and determine what action, if any, is available within our statutory role.

Protection work and adjoining owner disputes

Where concerns relate to protection work, we may consider matters that fall within the role of the relevant building surveyor.
However, we do not act as an arbiter in disputes between an owner and an adjoining owner.
Where there is a dispute about protection work, the parties may have rights to apply to the Building Appeals Board under Part 10 of the Building Act 1993.

External assistance

Depending on the nature of the issue, relevant parties may also seek information or assistance from the Victorian Building Authority, Building Appeals Board, Domestic Building Dispute Resolution Victoria, Consumer Affairs Victoria, the relevant local council, an independent building consultant or a legal adviser.