Complaints Handling Procedure
How to raise an issue with us, what we will do about it, and where to take it if our answer isn't good enough.
Version 1.0 · Effective 1 January 2026
In plain English
If something has gone wrong, we want to know — and we want to fix it. Every complaint is a chance to improve. This procedure tells you how to raise an issue with us, how we will respond, and where to take it if you are not satisfied with our response. It applies to all clients, prospects, partners and members of the public.
1. Our principles
- Every complaint is taken seriously, recorded and investigated.
- Complainants are treated with respect, regardless of how the complaint is raised.
- We aim to resolve issues at first contact wherever possible.
- We do not penalise anyone for making a complaint.
- We treat complaints confidentially, within the team needed to resolve them.
- We use complaints data to improve how we operate.
2. How to raise a complaint
| Email (preferred) | complaints@roofguardqld.com.au |
|---|---|
| Phone | 0411 646 252 — ask for Cameron |
| In person | During or after a scheduled inspection — raise it with the inspector on site |
| Post | [[PLACEHOLDER: registered office address]], Queensland |
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Please include your name, property address, subscription reference if you have one, a description of what happened, what outcome you are looking for, and any documents or photographs that support your complaint.
3. What happens when you complain
Step 1 — Acknowledgement, within 1 business day
- We confirm we have received your complaint and give you the name of the person handling it.
- For complaints raised by phone or in person, we record the details and read them back to you to confirm they are accurate.
- We give you a reference number.
Step 2 — Investigation, within 5 business days
- The Director, or a delegated senior person with no involvement in the issue, investigates.
- We may ask follow-up questions, review records, or revisit the site.
- If it is taking longer than expected we keep you informed at least once during the investigation.
Step 3 — Resolution, within 10 business days of first contact
- We write to you with our findings, the proposed resolution and the reasoning.
- Where we are at fault we say so plainly, apologise, fix the issue, and explain what we will do to stop it happening again.
- Where we do not agree, we explain our reasoning and your options for escalation.
- Where the matter is complex and 10 business days is not enough, we tell you the new timeline and why.
4. If you're not satisfied with our response
You have several external avenues, and we will not obstruct any of them.
| QBCC — Queensland Building and Construction Commission | Defective work, contractual disputes about building work, and licensing matters. qbcc.qld.gov.au · 139 333 |
|---|---|
| Office of Fair Trading Queensland | Consumer protection, misleading conduct, unfair contract terms. qld.gov.au/fairtrading · 13 74 68 |
| Australian Competition & Consumer Commission | Breaches of the Australian Consumer Law affecting a wider group. accc.gov.au · 1300 302 502 |
| Office of the Australian Information Commissioner | Privacy complaints we have not been able to resolve. oaic.gov.au · 1300 363 992 |
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5. What we track
- Every complaint is logged in our complaints register with the date, complainant, issue category, resolution and time to resolve.
- We review the register monthly to spot recurring issues and update our procedures accordingly.
- We retain complaint records for 7 years.
6. What this procedure doesn't cover
- General feedback or suggestions — please send those to info@roofguardqld.com.au.
- Disputes between us and a referral partner or subcontractor — those follow the dispute clauses of the relevant agreement.
- Matters already before a court, tribunal or external dispute resolution body — we will continue to engage cooperatively with that process.
7. Accessibility
- If you need this procedure in a different format, such as larger print or audio, email info@roofguardqld.com.au and we will provide one.
- If English is not your first language you can raise a complaint in any language, and we will arrange interpretation if needed.
- If you would prefer someone else — a family member, friend or advocate — to raise the complaint on your behalf, we will deal with them on your authority.
Document control
Owner: Cameron Mclachlan, Roof Guard Queensland Pty Ltd. Reviewed every 12 months, or sooner if the law or our practice changes. The current version is always the one on this page. Material changes are notified to existing subscribers by email at least 14 days before they take effect.
Roof Guard Queensland Pty Ltd · ABN 27 599 310 226 · QBCC Licence 67936