Complaints Management

Building Contractor Review Program – Censeo Pty Ltd: Complaints & Dispute Management Process

At Censeo Engineers & Building Consultants we are committed to delivering a high level of service, compliance and care to all clients.

In the event that you have questions or concerns related to service standards, conduct or suspected breaches related to Censeo Engineering & Building Consultants handling of your BCRP Agreement, please follow the below escalation process.

Step 1:

As a first step, please address any questions or concerns directly with Censeo Pty Ltd by contacting our Senior Building Consultant / BCRP Project Manager  graham.bee@censeo.com.au and clearly outline in an email your questions or concerns. Alternatively, please contact Graham directly on: 0422 563 229.

Step 2:

Our Senior Building consultant will respond (via email) to your questions or concerns within 3 business days of receiving your complaint, with a goal to resolve any concerns or issues. If you are satisfied with the response /actions provided by the Senior Building Consultant, the complaint will not escalate further.

Step 3:

If you are not satisfied with the initial remedial actions or answers provided by the Senior Building Consultant, please lodge a formal complaint at enquiries@censeo.com.au and address your query to the company CEO, Kate Middleton. Clearly outline your questions or concerns and please provide any supporting documents, project details and reports that require review.

Step 4:

Your complaint will be formally added to our internal disputes register. Censeo Pty Ltd executive management will review and respond in detail (via email) to your questions or complaint within 7 business days.  If you agree with the outcomes and confirm the issue is resolved at this point, the Senior Building Consultant will be provided feedback and the BCRP process will continue.

Step 5:

If you feel that Censeo Pty Ltd have been unsuccessful in addressing your complaint, then the matter will be formally classified as a dispute. An overview of your dispute along with all supporting documents and conversation notes will be referred to HBCF within 5 business days of you notifying Censeo Pty Ltd that your dispute has not been resolved.

Step 6:

HBCF will make a formal determination of the dispute against Section 4.2 of the HBCF BCRP Complaint & Dispute Handling Procedures. The dispute determination and recommendations made by HBCF will be complied with and followed in full by Censeo Pty Ltd.

Questions?

If you have any questions about the dispute process, please contact Graham Bee at: graham.bee@censeo.com.au or call us during business hours on 1300 030 310.

Approved by: Kate Middleton – CEO

Current: 2016

Building Contract Review Program (BCRP)

The Building Contract Review Program (BCRP) aims to assist new entrants to the building industry, as well as existing small to medium builders, to obtain eligibility where the builder is unable to satisfy all the requirements in order for the eligibility application to be approved.

READ MORE ABOUT BCRP