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Purpose

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This guide is designed to:

• Offer a clear and responsive process for handling complaints.
• Improve Checkpoint’s ability to manage complaints consistently and effectively.
• Identify trends, address root causes of complaints, and enhance Checkpoint’s operational efficiency.
• Minimise the risk of complaints escalating into prolonged disputes.
• Provide transparent communication and guidance on relevant regulations and Building Code of Australia (BCA) requirements. Submit inquiry forms or request services through our website.

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Objective

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To provide a proactive approach to receiving feedback and complaints and demonstrate a strong commitment to addressing any issues raised within a reasonable timeframe.

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Make a Complaint

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To submit a complaint, please visit Checkpoint’s website (www.check-point.com.au) and complete the provided form. To ensure Checkpoint can address your complaint efficiently, please provide:

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• Your name and contact details.
• Any party you represent.
• The property for which Checkpoint are the Relevant Building Surveyor.
• Details about the affected property.
• A description of the complaint.
• Any supporting details or regulatory reasons related to the complaint.

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Checkpoint Building Surveyors Complaints Process

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Once you submit a complaint through our online system:

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• You will receive immediate acknowledgment of receipt.
• Your complaint will be assigned to a senior Building Surveyor and a Complaints Handling Officer.
• Checkpoint will investigate the matter, including reviewing the relevant development approval and addressing your specific concerns.
• If your complaint relates to an aged file, retrieval may take additional time.
• An inspection might be necessary, which could also extend the response time.
• If additional time is required, Checkpoint will advise accordingly.
• A response will be formulated and sent to you as soon as possible, typically via email. If needed, Checkpoint may also contact you by phone.
• All complaints are logged and documented, including responses, in the Complaints Register and/or Property file.

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Checkpoint Involving Legal Disputes

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If the complaint is part of a legal dispute, Checkpoint may be unable to respond until the legal matter is resolved.

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Complaints Under Investigation by the Relevant Building Authority

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If the matter is under investigation by any authority including the Victorian Building Authority, it is likely that Checkpoint will not be able to respond until such matter is resolved.

Checkpoint Building Surveyors treat all complaints seriously and address them in a professional manner. Our team ensure all communication is courteous and timely. Generally, our responses will be formatted in a regulatory manner. Please note, Checkpoint cannot address:

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• Neighbour disputes
• Boundary fences
• Planning issues
• Construction issues such as noise, dust, builder behaviour, work hours, traffic, etc. For these issues, please refer to your local municipality's regulations.

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Conduct of Complainants

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Checkpoint expect all complainants to adhere to civil conduct standards. Checkpoint reserve the right to terminate communication if:

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• There is verbal abuse or threats.
• There are inappropriate demands.
• The outcome is not accepted, leading to persistent, nonconstructive communication.
• Baseless accusations are made.
• Misleading information is provided.
• If you are not satisfied with Checkpoint’s response, you may seek further advice from relevant building authorities or legal sources.