Complaints & Disputes

When to use this page

• Workmanship, delays or damage on a job arranged via RoofHero
• Pricing or tender issues (e.g., scope changed, unclear inclusions)
• Platform or service problems (e.g., your account, listings, support)
• Privacy (how we handle your personal information)

How to contact us

• Email: complaints@roofhero.com.au
• Privacy complaints only: privacy@roofhero.com.au

Please include your name, property address, job/tender ID, contractor name, what happened, dates, and what you’d like us to do. Photos or documents help.

What happens next

• Acknowledge your complaint within 1 business day.
• Triage & fact‑find (we may contact the contractor) within 3 business days
• We aim to provide an initial plan within 10 business days, and we’ll keep you updated if more time is needed.
• Closure with a written outcome and any next steps.

We keep a record of all complaints and outcomes.

Common issues & how we resolve them

1) Workmanship, delays, access or damage (contractor issues)

Because your building contract is with the contractor, please:

Step A – Contact the contractor first (in writing). Many issues resolve once timelines and scope are clarified.

Step B – Ask us to help coordinate. We’ll facilitate clear communication, summarise agreed actions, and monitor progress. What we can do:

• Nudge and track actions/dates
  
• Convene a call with both parties
• Re‑open the tender if the same scope has to change by >5% (our Re‑quote Safety Net)
• Enforce our Contractor Standards (licence/insurance and conduct obligations)

Step C – Regulator help if unresolved (NSW).

• Building Commission NSW can assist with residential building disputes (e.g., incomplete/defective work) and may issue Rectification Orders.
  
• Statutory warranties (NSW): generally 6 years for major defects and 2 years for other defects. If a defect appears near the end of these periods, you may have an extra 6 months to take action.
• You can lodge online via Service NSW.

Step D – HBCF (home building insurance) actions if applicable (NSW).

NCAT (NSW): Some disputes may be heard by the NSW Civil and Administrative Tribunal, especially when warranty time limits are nearing expiry.

• NSW deposit rule: A contractor must not ask for more than 10% deposit. If HBCF cover is required, a certificate must be issued before any deposit is taken.
  

NCAT (NSW): Some disputes may be heard by the NSW Civil and Administrative Tribunal, especially when warranty time limits are nearing expiry.

2) Pricing, scope or inclusions

• Prices shown on RoofHero are based on remote measurements and your brief. The contractor confirms the final price after on‑site inspection.
  
• If the same scope needs to move by >5%, we re‑open the tender so roofers can re‑price (our Re‑quote Safety Net).
• We’ll review the tender docs, measurement notes and messages, and provide a clear written summary of options.
• Enforce our Contractor Standards (licence/insurance and conduct obligations)

3) Platform or service issues (RoofHero)

For issues with our website, account access, communications, or how we’ve handled a matter, contact us directly. We’ll investigate and respond under the service levels above.

4) Privacy complaints

If you believe your personal information has been mishandled, email privacy@roofhero.com.au. We’ll respond as soon as we can. If you’re unhappy with our response, you can lodge with the Office of the Australian Information Commissioner (OAIC) after giving us reasonable time (about 30 days) to resolve your concern.

Our role

• Your job/tender ID and property address
  
• The contractor’s name and licence number (if known)
• Contract/quote, variation notices, payment records
• Photos/videos of the issue, dates, and any written correspondence

Deposits & insurance — quick guide (NSW)

• Deposit cap:Max 10%.
  
• HBCF required: For residential projects > $20,000 (incl. GST), the contractor must obtain HBCF and give you the certificatebefore taking any deposit or starting work.

If your property is in Victoria (coming soon for RoofHero)

Victoria has similar protections with some different deposit and insurance settings:

• DBI (Domestic Building Insurance): required for major domestic building work > $16,000; the builder must give you the policy and certificate before taking any money.
  
• Deposit caps (VIC):10% if the contract price is under $20,000, 5% if $20,000 or more.

(We’ll mirror our NSW disclosures when we launch in VIC.)

Accessibility & representatives

We accept complaints from an authorised representative (family member, friend or advocate) where you give permission in writing. If you need assistance (language or accessibility), let us know in your complaint.

Escalation checklist (NSW)

• Raise with contractor (talk, then confirm in writing).
• Ask RoofHero to coordinate a resolution.
• Contact Building Commission NSW if unresolved (via Service NSW).
• Notify your HBCF insurer in writing if there’s incomplete/defective work on an insured project.
• Consider NCAT if needed (time limits apply to statutory warranties).

Feedback that isn’t a “complaint”

If you’re just giving general feedback or suggesting a feature, email feedback@roofhero.com.au. We love to hear from you.

Our role & money matters (clarity)

• Contractors set their own prices. If hired through RoofHero, contractors pay RoofHero a platform/referral fee. RoofHero does not add a separate fee to your price.
  
• HBCF required: For residential projects > $20,000 (incl. GST), the contractor must obtain HBCF and give you the certificatebefore taking any deposit or starting work.

Links you might need

• Privacy Policy: /legal/privacy
• Collection Notice: /legal/collection-notice
• How We Make Money: /how-we-make-money
• Contractor Standards: /contractors/standards

Important: This page provides general information to help you navigate next steps. It is not legal advice.