A complaint is defined as any expression of dissatisfaction about a Building Consent Authority (BCA) service or action of a staff member that cannot be resolved at the first point of contact.
BCA services comprise:
- Navigating our processes
- Issuing or refusing building consents
- Performing inspections
- Issuing or refusing CCCs and Compliance Schedules
- Issuing Notices to Fix.
Other issues, such as fees, or negative comments about a staff member, can also trigger a complaint.
The BCA is committed to ensuring that complaints are dealt with fairly and impartially.
Complaints about staff members will be escalated and resolved by the appropriate manager.
How to submit a complaint
You can submit a complaint via the following mechanisms: -
- in person at any Waikato District Councils Office
- telephone 0800 492 452
- post – Building Consent Authority Complaints, Private Bag 544, Ngaruawahia 3742
- email to info@waikatodc.govt.nz
- online at Feedback & Complaints.
When submitting a complaint, the BCA encourages customers to seek the support of a family member or friend. Where someone is acting on behalf of the complainant, this must be notified at the start of the process, along with the contact details to be used for any communication.
If the assistance of an interpreter is required to facilitate the issue, the BCA will endeavor to arrange this.
How complaints are managed
All complaints will be investigated and dealt with in confidence, consistent with the needs of the investigation. To enable the BCAs policy to be adequately reviewed and revised, monitoring of our compliance with the policy will be undertaken. The Building Quality Manager has overall responsibility for managing complaints about the BCA.
Response timeframes
Issues will be responded to as quickly as possible by the most appropriate method, usually by email with a response letter attached. Where a response or resolution is made by telephone, written records will be kept and written confirmation sent.
Simple complaints will be responded to within two working days.
If more time is needed to investigate the complaint, an acknowledgement email will be sent within 2 working days, and the complainant will be kept updated throughout the process. We will aim to provide a full written response within 10 working days.
All responses will include a reference number, summary of the issue, and the contact details of the team / person investigating the complaint.
Complaints that cannot be resolved by the BCA
Some matters cannot be resolved by the BCA and are more appropriately addressed elsewhere. In some cases, this may be clear from the outset; in others, it may become apparent after your concerns have been reviewed.
The BCA cannot change decisions already made on a building consent or a code compliance certificate. These can only be reviewed through a formal determination process managed by the Ministry of Business, Innovation and Employment (MBIE). Information on this process can be found on MBIE’s Determinations page – Resolution options | Building Performance.
Additionally, if you believe the BCA has acted unfairly or unreasonably — such as in the way a decision was made or how your concern was handled — you may contact the Office of the Ombudsman, which investigates complaints about the administrative conduct of public sector agencies. Information on this process can be found on Ombudsman’s website – How to make a complaint | Ombudsman New Zealand.