Complaints procedure

Below is the complaints procedure that we use in relation to building controls within the business.

Purpose

The purpose of this procedure is to ensure that complaints are reported and investigated properly and appropriate improvements made to the quality management system.

Responsibility for managing complaints

BCA Quality Manager

Our Building Consent Authority (BCA) Quality Manager is responsible for:

  • receiving, assessing, investigating and responding to all complaints received
  • escalating complaints if that is appropriate.
  • ensuring that performance against, and suitability of, the BCA's Complaints procedures are assessed at least annually for appropriateness and effectiveness as part of the Annual Strategic Review and during Management Reviews if required more frequently
  • reporting to our senior management where appropriate, the outcome of all complaints received.
  • ensuring that the opportunity for continuous improvement is identified and acted upon by the BCA Coordinator in accordance with our Continuous Improvement Module.

BCA Coordinator

Our BCA Coordinator is responsible for forwarding all complaints to the BCA Quality Manager.

Other staff and contractors

Our other staff and contractors are responsible for forwarding all complaints to the BCA Coordinator or the BCA Quality Manager.

What is a Complaint?

A complaint may be received by us in writing by email or letter.

It could be made by an applicant, agent, owner, member of the public or other regional authority.

A complaint could be about any alleged breach of the Building Act 2004 and could involve external parties and/or Environment Canterbury and/or contractors of Environment Canterbury.

Procedure

1. Receiving a complaint

Any complaint received pertaining to the BCA or performance of the BCA functions will be forwarded to Customer Services who will forward it to the Quality Manager and the Consents Regional Leader will be copied in. The person to whom the complaint is addressed will immediately acknowledge receipt of the complaint.

Details of the complaint and all related documents will be recorded in our Improvement Module (Mango) and our Content Record Manager. If appropriate, a copy of the completed file will be added to the appropriate building consent file.

2. Assessing the complaint

The Quality Manager will categorise and prioritise the complaint on a case by case basis according to:

a.) the potential impact of the complaint
b.) the seriousness of the complaint; and
c.) the nature of the complaint.

The potential impact of the complaint affects the service standard, particularly time. They are identified as follows:

a.) Emergency complaints – the potential loss of life or significant injury.
b.) Urgent complaints – major disruption, property damage or less significant threats to people.
c.) Routine complaints – all other complaints.

3. Investigating the complaint

The Quality Manager or someone delegated by them will take all reasonable steps to investigate and provide a response to complaints. In delegating the responsibility for carrying out the investigation the Quality Manager will have consideration for fairness and objectivity in that process. The timeframe for a complaint response is:

  • Emergency complaints – 2 hours.
  • Urgent complaints – 48 hours.
  • Routine complaints – 10 working days.

The Quality Manager (or their delegate), will investigate the complaint objectively and will identify any areas for improvement during that process.

4. Resolution of the complaint

The person responsible for managing the complaint will write to the complainant advising them of the outcome of their investigation into the complaint. If relevant, they will inform them that the Building Act has a Determination process.

Emergency/Urgent complaints

If the complaint is identified as an Emergency complaint or Urgent complaint, the complaint will be escalated to the Consents Regional Leader and/or the Chief Operating Officer and whomever they deem necessary within the business to ensure that it is appropriately dealt with.

Once the complaint has been resolved and the risks associated with this level of complaint no longer apply, the Quality Manager or their delegate will write to the complainant giving them a brief summary of the steps taken by us to remove the risk.

Routine complaint

As part of their investigations and if appropriate, the Quality Manager (or their delegate) will meet with the complainant to discuss their concerns.

The person conducting the investigation will arrive at findings and reach outcomes to resolve the complaint making sure that the remedies are proportionate to the issues raised. If it is found that the complaint is not warranted the complainant will be advised in writing why the complaint is not being further escalated and is to be closed.

If the complaint is warranted, the Quality Manager (or their delegate) will write to the complainant advising them of the outcome of the investigation and the suggested remedy.

If the complainant is not satisfied with the proposed resolution, the matter will be escalated to the Chief Operating Officer for determination.

If relevant, this will include advice that the Building Act 2004 has a determination process.