Building consents complaints process
If you have concerns about our processes or believe there’s been a breach of the Building Act 2004, you can submit a formal complaint. Learn more about our complaint procedure below.
A complaint may involve any alleged breach of the Building Act 2004 and could include external parties, the company, or its contractors.
A complaint can be made by an applicant, agent, owner, member of the public or other regional authority.
Complaints must be submitted to us in writing:
- Email: buildingconsents@ecan.govt.nz
- Post: Environment Canterbury, PO Box 345, Christchurch 8140
- In-person: 200 Tuam Street, Christchurch 8011 or 75 Church Street, Timaru.
If your complaint relates to dam safety and concerns imminent loss of life or significant injury, phone the New Zealand Police by ringing 111 immediately.
Complaint procedure for large dams
1. Receiving a complaint
We will immediately acknowledge and forward to the quality manager any complaint submitted in writing relating to us as a building consent authority or performance of building consent authority functions.
2. Assessing the complaint
The quality manager will categorise the complaint according to:
- the potential impact of the complaint
- its seriousness
- the nature of the complaint.
This will determine how the complaint is prioritised:
- emergency complaints – potential loss of life or significant injury
- urgent complaints – major disruption, property damage or less significant threats to people
- routine complaints – all other complaints.
3. Investigating the complaint
The quality manager, or someone delegated by them, will take all reasonable steps to investigate the complaint and provide a fair and objective response.
The timeframe for a response is:
- emergency complaints – 2 hours.
- urgent complaints – 48 hours.
- routine complaints – 10 working days.
The quality manager, or their delegate, will also identify any areas for improvement during the process.
4. Resolving the complaint
The Quality Manager, or their delegate, will write to you advising the outcome of the investigation and the suggested remedy.
If you are not satisfied with our decision, we will advise you of the Ministry of Business, Innovation and Employment’s determination (decision) process.
View MBIE guidance on the determination process.
