How to deal with customer complaints
Like all things in business you need to plan ahead so that you can respond immediately. A customer complaint can work to your advantage and end up being an opportunity to turn your dissatisfied customer into an advertisement for your business.
The Facts for Licensees booklet contains more information on handling customer complaints and customer relations and provides some steps to follow should you receive any complaints.
Keep records of everything you do in relation to each project (phone calls, any alterations/changes to the contract - variations and the owner's various concerns).
What is BSA's role?
BSA provides a fair and equitable resolution service for disputes between licensees and home owners concerning defective building work.
Home owners normally contact BSA to get involved because:
There has been no response to their communication about alleged defects
There were promises of rectification but no action
A lot of attempts have been made but the problems keep reoccurring
The owner does not feel they can approach the contractor
The contractor and owner disagree about the alleged defects and the contractor does not want to rectify
Other circumstances have arisen - liquidation etc
Who lodges the complaint?
A complaint has to be lodged by the owner of the property, and in the case of common property defects the Body Corporate can lodge a complaint.
