Disputes and Complaints

Ngā Tautohenga

Complaints can be made by completing our complaints form online

Written complaints can be sent to:

Building Control Services Manager
Masterton District Council
PO Box 444
Masterton 5840

You have the right to appeal or complain about any decision the Building Consent Authority (BCA) has made.

These might be complaints about:

• meeting statutory timeframes;
• lodgement or vetting of building consent applications;
• processing of building consent applications;
• building inspections;
• issuing a notice to fix;
• issuing code compliance certificates;
• issuing compliance schedules;
• failure to give appropriate information or advice;
• fees and charges; and
• failure to meet legislative or Building Code requirements.

You can make a complaint in person but it must be accompanied by a written statement. A complaint can’t be made anonymously.

What information is required?

• date incident occurred;
• what is the complaint about (guidance information, vetting, lodgement, inspection, notice to fix, code compliance certificate or compliance schedule);
• copies of any supporting information (if applicable); and
• your relationship to the BCA (customer, regulator, or stakeholder).

Anyone who makes a complaint will hear from us within 2 working days to let you know we’ve received the complaint. We will also let you know a timeframe for it to be investigated and for us to respond. We will act on the complaint within 2 weeks of receiving it unless we need to request more information.

If the complaint cannot be resolved to the customer's satisfaction it will be referred to the Manager, Regulatory Services.

If you decide to use an alternative route, you can seek a determination from the Ministry of Business Innovation and Employment (MBIE) directly.

Determinations are legally binding decisions made by the Ministry of Business, Innovation and Employment (MBIE). They are for matters of doubt or dispute to do with building work outlined in the Building Act and the Building Code. They are not for disputes about workmanship. Most determinations are applied for by building owners, but councils and certain other people can also apply.

Further information on determinations can be found on the Building Performance website.