The short answer
Tell us through the portal or by email. We acknowledge complaints quickly, have someone not involved review them, and give you a written response with reasons. We can fix our own mistakes and suspend contractors, but we cannot act as your builder, lawyer or tribunal. If you are not satisfied, we will point you to the right external body.
Last reviewed
Key takeaways
- 01This complaints process is a draft pending Australian legal review.
- 02You can complain about MAKE GREAT, our lease check and other tools, a contractor or a customer. It is free.
- 03Disputes about the building work itself are between you and the contractor, but tell us so we can record them.
- 04If you are not satisfied with our answer, external bodies such as the OAIC or your state Small Business Commission may help.
Draft pending legal review. This summarises our draft complaints policy. It has not yet been reviewed by an Australian lawyer and may change. It is general information, not legal advice.
What you can complain about
- MAKE GREAT: our service, our team, our lease check and other tools, how we matched contractors, an invoice, or how we handled your personal information.
- A contractor you met through MAKE GREAT, such as not turning up or poor conduct.
- A customer, if you are a contractor.
What we can and cannot do
We can look into what we did, fix our mistakes, correct records, explain our decisions, and suspend or remove a contractor from the marketplace.
We cannot act as your builder, lawyer, building inspector or tribunal. Disputes about the work itself, such as quality, defects, delays or payment, are between you and the contractor under your contract. We do not decide disputes between you and your landlord.
How to complain
Use the complaint link in your portal, or email our complaints team. Our complaints email address will be published here before launch. Tell us what happened, when, which project, and what you would like us to do. Attach anything that helps.
What happens next
- We acknowledge your complaint and give you a reference number.
- Someone who was not involved reviews it, and may ask for more information.
- We give you a written response with our reasons and what we will do.
- If you are not satisfied, you can ask for a review by a director.
Where else you can go
Depending on the issue:
- Personal information: Office of the Australian Information Commissioner (OAIC)
- Consumer rights or misleading conduct: Consumer Affairs Victoria, NSW Fair Trading or the ACCC
- A contractor's licence or building work: the building or licensing regulator in your state
- Small business and retail lease disputes: Victorian Small Business Commission or NSW Small Business Commissioner
- Asbestos and site safety: WorkSafe Victoria or SafeWork NSW
Contractor fee disputes
Disputes about a referral fee invoice follow the steps in the contractor referral terms.
Frequently asked questions
Can MAKE GREAT make a contractor fix their work?
No. The contract is between you and the contractor. We record your complaint, raise it with the contractor, and take it into account when deciding if they stay approved.
How long will it take?
Our draft targets are an acknowledgement within 2 business days and a response within 15 business days, or 30 days for complex or privacy matters. These may change after legal review.
Will complaining affect how I am treated?
No. We will not treat you differently because you complained.
Can I complain about a lease check result or other automated result?
Yes. You can ask how automated tools were used and ask for a person to review it.
Sources
Primary sources we checked when writing this page. Laws and guidance change, so check the current version.