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Code Complaints Process
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The Code Complaints Process establishes a forum for HIA to receive complaints from clients, consumers, members of the public, other members and others about potential non-compliance of members with the HIA Code of Ethics.
The objective of the process is to help ensure that the practices of HIA members contribute to HIA’s overarching goal of an ethical and professional residential building industry.
The Code Complaint Process is not designed to resolve disputes or impose punishment. It is not an alternative to court action. HIA only has authority over its members in relation to matters relating to their membership with the Association.
About HIA
The Housing Industry Association Limited (HIA) is a voluntary membership body. We are not a government department or agency or regulator. We cannot impose fines or financial penalties against members or require them to undertake or complete building work.
Read moreIn particular HIA cannot:
- deal with concerns or complaints about anyone who is not a member of HIA;
- pay compensation or instruct a member to do so;
- determine whether a member has acted unlawfully, in breach of contract, negligently (this is for the courts to decide);
- adjudicate on building defects or quality of workmanship matters (this is for the state or territory’s building regulators or tribunals to decide);
- interfere with or become involved in any (actual or potential) legal, regulatory or statutory proceedings against a members;
- deal with any matter where evidence cannot be provided to substantiate the complaint.
Please note: During the Christmas shutdown period, complaints won't be responded to until February 2024.
National Code of Ethics
HIA promotes high standards of professional and commercial conduct for the residential building industry.
Guidelines on the Code or Ethics Complaints Process
Principles, procedures and potential outcomes of the HIA Code Complaints Process.
Lodge a complaint
Before you begin you must first raise your issues or concerns with the HIA member in question.
Please note, your details and a copy of the complaint you submit will be provided to the HIA member.
Please enter your details
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Nature of relationship with the HIA member
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A reminder that HIA is not a court or statutory body and is unable to make findings in relation to these matters or resolve any underlying dispute you have with the HIA member. Please check that your complaint relates to an alleged breach of the Code of Ethics.
Contract / Agreement details
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Please provide summary of your complaint
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Expected Outcomes
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Attempts at resolution with the HIA member
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Complaints to other third parties / bodies
Legal Action
Declaration
- I have read and acknowledge the HIA Code of Ethics and HIA Complaint Guidelines.
- To the best of my knowledge, all the information provided in this form is true and correct.
- I have evidence and supporting documentation to support my complaint.
- I have read and consent to HIA's Privacy Policy. (hia.com.au/privacy-policy)
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I acknowledge and agree:
- that a copy of my complaint and any other information I provide, will be provided to the HIA member if my complaint is accepted
- that all reports, findings, and materials created, collected or submitted in connection with the complaint is HIA's Confidential Information
- to comply with HIA directions regarding the Confidential Information and to keep such Confidential Information confidential
- If I am making the complaint on behalf of another person, I have their written authority to make the complaint on their behalf.
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