The Queensland Building Services Authority (BSA) is committed to providing responsive high quality service. To help us improve our efficiency and effectiveness, BSA places a high value on feedback and has a formal policy for dealing with concerns and complaints – see our Complaints Management Policy. This policy is for managing complaints about BSA’s procedures and the quality of service given. BSA aims to resolve concerns and complaints at the initial point of contact however if a complaint is escalated, investigations will be dealt with in an unbiased, accessible, transparent, confidential and accountable manner.

Note: The complaints handling policy is not for handling disputes about building work or compliance related issues. Please use the following links for these types of complaints: 

Defective Building Work Complaints			Complaint about compliance with BSA Requirements
Complaint about Monies Owed			Complaint against a Certifer

Making a Service Complaint
If you have any comments about the service provided or about BSA's procedures we would appreciate your feedback.

You can lodge a service complaint electronically by completing BSA's Online Complaint Form:

Lodge a Service Complaint

You can also lodge a complaint with BSA in person (view office locations), by phone (on 1300 272 272), by completing a General Enquiry form or by letter (click here to download printable form and return to BSA at GPO Box 5099 Brisbane 4001). A complaint may be made orally, however you are encouraged to submit your complaint via this website using the Online Form above or the printed form.

BSA will acknowledge all complaints in a timely manner and will aim to resolve complaints within 28 days of receipt. 

Public Interest Disclosure 
BSA is committed to creating and maintaining an environment that encourages and facilitates the disclosure of unlawful, corrupt, negligent and improper conduct.

BSA encourages any person who considers that he or she has witnessed a wrongdoing to come forward and report it. BSA aspires to an organisational climate where all who have internal and external dealings with BSA feel confident and comfortable about reporting wrongdoings.

When a wrongdoing is reported, BSA commits to:
• Investigating the disclosure thoroughly
• When some form of wrongdoing is found, taking action to deal with it
• Keeping the disclosure informed of progress and the outcome.

In line with the Public Interest Disclosure Act 2010, BSA has a Public Interest Disclosure Policy, that explains how members of the general public can make a complaint, provides general definitions and explains roles and responsibilities. For further information about this Policy please contact the BSA Human Resources Division on (07) 3225 2980.

Unresolved Complaints
If you have exhausted your options for lodging a complaint within BSA and your complaint has not been resolved to your satisfaction, you can contact The Queensland Ombudsman. The Queensland Ombudsman’s Office is an independent complaints investigation agency. Their role is to ensure that public agencies act fairly and make the right decisions for Queenslanders.