Lodge a dispute

If you’re dissatisfied with the service received from the Eligibility Risk Manager or Claims Manager, you can make a complaint through their internal review. 

If you’re still dissatisfied with the outcome, you can have your case referred to us.

As the main safety net for homeowners when it comes to building in New South Wales, we take service levels and how any issues are dealt with very seriously. Our relationship with builders is also critical and we expect that service is provided by Corporate Scorecard, the Eligibility Risk Manager, and Gallagher Bassett, the Claims Manager, appropriately and in a timely fashion.

It’s important that you detail your complaint – preferably in writing – to the Eligibility Risk Manager or Claims Manager as soon as possible.

The Eligibility Risk Manager and Claims Manager has very strict guidelines for how complaints and disputes are handled, although the process is slightly different depending on whether you are a homeowner (claims dispute) or a builder (eligibility dispute).

Generally speaking, once you’ve made a complaint to the Eligibility Risk Manager or Claims Manager, they will consider it within their internal dispute resolution process and notify you of the outcome.

How long should you expect to wait?

While response times from the Eligibility Risk Manager or Claims Manager will be dictated by their own internal processes, at a minimum we expect:

  • Acknowledgement of complaint: three business days for written complaints and immediately for direct telephone complaints
  • Results of initial investigation: within 15 business days from the day the complaint was made
  • Further investigations: a reasonable timeframe should be agreed between you and the Eligibility Risk Manager or Claims Manager

You should also be kept informed of progress and any outcome fully explained to you in writing, along with information on how to take the complaint further with us.

Bringing a dispute to us

If you’re still unhappy about the decision, you can ask the Eligibility Risk Manager or Claims Manager to refer your dispute to us.

We will then investigate the situation and in some cases refer them to our claims committee (for claims) or underwriting committee (for eligibility).

The Eligibility Risk Manager or Claims Manager will be informed of the outcome and they must implement the decision made by our claims committee or following review and advice to the General Manager by the underwriting committee. In turn, they will notify you of the decision and steps that need to be taken by them to resolve your dispute.

For Claims if it is a decision made on your claim that you are disputing or you remain dissatisfied, you have the right of appeal against our decision in the NSW Civil and Administrative Tribunal (or a court, depending on the value of the claim) in the first instance.

For eligibility – the decision of the General Manager (taking advice from the underwriting committee) is final.