{{ propApi.closeIcon }}
Our industry
Our industry $vuetify.icons.faArrowRight
Economic research & forecasting Economics Housing outlook Tailored market research Economic reports & data Inspiring Australia's building professionals Business & digital Products & innovation Projects HOUSING Online The only place to get your industry news Media releases Member alerts Submissions See all
Business support
Business support $vuetify.icons.faArrowRight
Become an apprentice host Hire an apprentice Why host a HIA apprentice? Apprentice partner program Builder & manufacturer program Industry insurance Construction legal expenses insurance Construction works insurance Home warranty insurance Tradies & tool insurance Planning & safety solutions Building & planning services How can safety solutions help you? Independent site inspections Solutions for your business Contracts Online HIA Tradepass HIA SafeScan Advertise jobs Trusted support & guidance Contracts & compliance support Professional services Industrial relations Member savings Toyota vehicles Fuel savings Handy pay See all
Resources & advice
Resources & advice $vuetify.icons.faArrowRight
Building it right Building codes Australian standards Getting it right on site See all Building materials & products Concrete, bricks & walls Getting products approved Use the right products for the job See all Managing your business Dealing with contracts Handling disputes Managing your employees See all Managing your safety Falls from heights Safety rules Working with silica See all Building your business Growing your business Maintaining your business See all Other subjects COVID-19 Getting approval to build Sustainable homes See all
Careers & learning
Careers & learning $vuetify.icons.faArrowRight
A rewarding career Become an apprentice Apprenticeships on offer Frequently asked questions Study with us Find a course to suit you Qualification courses Learning on demand A job in the industry Get your builder's licence Continuing Professional Development (CPD) Find jobs
HIA community
HIA community $vuetify.icons.faArrowRight
Join HIA Sign me up How do I become a member? What's in it for me? Mates rates Get involved Become an award judge Join a committee Partner with us Our initiatives HIA Building Women GreenSmart Kitchen, bathroom and design hub Get to know us Our members Our people Our partners Support for you Charitable Foundation Mental health program
Awards & events
Awards & events $vuetify.icons.faArrowRight
Awards Awards program People & Business Awards GreenSmart Australian Housing Awards Awards winners Regional Award winners Australian Housing Award winners 2023 Australian Home of the Year Enter online Industry events Events in the next month Economic outlook National Conference Events calendar
HIA products
HIA products $vuetify.icons.faArrowRight
Shop @ HIA Digital Australian Standards Contracts Online Shipping & delivery Purchasing T&Cs See all Products Purchase NCC 2022 Building codes & standards Economic reports Hard copy contracts Guides & manuals
About Contact Newsroom
$vuetify.icons.faTimes
$vuetify.icons.faMapMarker Set my location Use the field below to update your location
Address
Change location
{{propApi.title}}
{{propApi.text}} {{region}} Change location
{{propApi.title}}
{{propApi.successMessage}} {{region}} Change location

$vuetify.icons.faPhone1300 650 620

Code Complaints Process

Helps ensure that the practices of HIA members contribute to HIA’s overarching goal of an ethical and professional residential building industry.

Code Complaints Process

Helps ensure that the practices of HIA members contribute to HIA’s overarching goal of an ethical and professional residential building industry.

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 more

 

In 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.

Download the HIA Code of Ethics

Guidelines on the Code or Ethics Complaints Process


 

Principles, procedures and potential outcomes of the HIA Code Complaints Process.

Complaint guidelines

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.

Your details Your details
HIA member's details HIA member's details
Nature of relationship Nature of relationship
Ethics complaint details Ethics complaint details
Attempts at resolution Attempts at resolution

{{ stepSummary[0].title }}

{{ stepSummary[0].text }}

Your Tradepass price

$ {{ stepSummary[0].price }} Inc. GST

{{ stepSummary[0].title }}

{{ stepSummary[0].text }}

{{ stepSummary[0].info }}
{{ stepSummary[0].title }}
Your HIA membership price

$ {{ stepSummary[0].value }} Inc. GST

{{ stepSummary[0].title }}

{{ stepSummary[0].text }}

{{ summary.title }}

***********

{{ summary.text }}

{{ ctaText }} $vuetify.icons.faArrowRight
Your HIA subscription price

{{subscriptionPrice}} Inc. GST

Billed monthly, Minimum 3 months

Next $vuetify.icons.faArrowRight

{{ stepSummary[0].title }}

{{ stepSummary[0].text }}

Your Tradepass price

$ {{ stepSummary[0].price }} Inc. GST

{{ stepSummary[0].title }}

{{ stepSummary[0].text }}

{{ stepSummary[0].info }}
{{ stepSummary[0].title }}
Your HIA membership price

$ {{ stepSummary[0].value }} Inc. GST

{{ stepSummary[0].title }}

{{ stepSummary[0].text }}

{{ summary.title }}

***********

{{ summary.text }}

{{ ctaText }} $vuetify.icons.faArrowRight
Your HIA subscription price

{{subscriptionPrice}} Inc. GST

Billed monthly, Minimum 3 months

Next $vuetify.icons.faArrowRight

Provide the details of the HIA member that you wish to make the complaint about

{{ stepSummary[0].title }}

{{ stepSummary[0].text }}

Your Tradepass price

$ {{ stepSummary[0].price }} Inc. GST

{{ stepSummary[0].title }}

{{ stepSummary[0].text }}

{{ stepSummary[0].info }}
{{ stepSummary[0].title }}
Your HIA membership price

$ {{ stepSummary[0].value }} Inc. GST

{{ stepSummary[0].title }}

{{ stepSummary[0].text }}

{{ summary.title }}

***********

{{ summary.text }}

{{ formData.coeNatureOfRelationship.complaintRelateTo.label }}:

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


{{ ctaText }} $vuetify.icons.faArrowRight
Your HIA subscription price

{{subscriptionPrice}} Inc. GST

Billed monthly, Minimum 3 months

Next $vuetify.icons.faArrowRight

{{ stepSummary[0].title }}

{{ stepSummary[0].text }}

Your Tradepass price

$ {{ stepSummary[0].price }} Inc. GST

{{ stepSummary[0].title }}

{{ stepSummary[0].text }}

{{ stepSummary[0].info }}
{{ stepSummary[0].title }}
Your HIA membership price

$ {{ stepSummary[0].value }} Inc. GST

{{ stepSummary[0].title }}

{{ stepSummary[0].text }}

{{ summary.title }}

***********

{{ summary.text }}

{{ formData.coeEthicsComplaintDetails.complaintBreaches.label }}:

Expected Outcomes


{{ ctaText }} $vuetify.icons.faArrowRight
Your HIA subscription price

{{subscriptionPrice}} Inc. GST

Billed monthly, Minimum 3 months

Next $vuetify.icons.faArrowRight

{{ stepSummary[0].title }}

{{ stepSummary[0].text }}

Your Tradepass price

$ {{ stepSummary[0].price }} Inc. GST

{{ stepSummary[0].title }}

{{ stepSummary[0].text }}

{{ stepSummary[0].info }}
{{ stepSummary[0].title }}
Your HIA membership price

$ {{ stepSummary[0].value }} Inc. GST

{{ stepSummary[0].title }}

{{ stepSummary[0].text }}

{{ summary.title }}

***********

{{ summary.text }}


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)
  • 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.


{{ ctaText }} $vuetify.icons.faArrowRight
Your HIA subscription price

{{subscriptionPrice}} Inc. GST

Billed monthly, Minimum 3 months

Submit $vuetify.icons.faArrowRight
Need some help?

Our staff are ready to help, please call 1300 650 620 during business hours.