We take our services seriously. If a builder, or a broker on behalf of the builder, has the opportunity, within reasonable timeframes, to complain about the level of service provided by the Architects Association NSW Inc T/a Architects Advisory Association (AAA) in relation to its BCRP services provided on behalf of the HBCF.

In the first instance, complaints regarding AAA’s service standards, conduct or alleged breaches of the BCRP Agreement by AAA (whether lodged personally, by telephone, e-mail or in writing) will be handled by AAA. AAA will record the nature of each complaint or dispute and record how it was resolved.

Note: A complaint is to be distinguished from an enquiry. A complaint will only arise for the purposes of reporting to HBCF where the person making the complaint requests the complaint to be registered or to be referred to the internal dispute handling process of AAA. On receipt of a complaint, AAA will ask the complainant whether or not that person wishes the complaint to be registered or referred to the internal dispute settlement process.

Where a complainant is not satisfied with the outcome of AAA review of the original complaint they may request that the matter to be referred by AAA to the HBCF for review. A referral to the HBCF is to be formally submitted by AAA, in writing (including e-mail) to the HBCF and be accompanied by all case information (including supporting documentation submitted by, or on behalf of, the complainant) in order for a review to be undertaken.