Building consent complaint process

Unhappy about a decision made by us as the Building Consent Authority? Here are the steps you can take to file a complaint or appeal.

Complaints provide feedback about service and customer experience, and provide the opportunity to improve our performance. You have the right to appeal any decision we've made about your building consent, or to file a complaint about our work in building control.

Building control is defined as:

  • Meeting statutory timeframes
  • Lodging or vetting building consent applications
  • Processing building consent applications
  • Inspecting work under construction
  • Issuing a notice to fix, code compliance certificate or compliance schedule
  • Fees and charges
  • Failure to meet legislative or Building Code requirements

How to make a complaint about a building consent or building control issue

You can make a complaint in person by visiting the Council Customer Service Centre, calling us on 06 356 8199, or writing to us – either through the online form on our contact us page, or write to:

Manager Building Services
Palmerston North City Council
Private Bag 11034
Palmerston North, 4442

What to include in your complaint

Please include the following information:

  • Date incident occurred
  • Nature of complaint (guidance information, vetting, lodgement, inspection, Notice to Fix, Code Compliance Certificate, Compliance Schedule)
  • Copies of any supporting information (if applicable)
  • Relationship (customer, regulator, or stakeholder)
  • Your name and contact details.

Building Consent Authority (BCA) Complaint Policy

The Building Services Manager has the overall responsibility within Council for ensuring Council's BCA complaint procedure is consistent and effective, taking into consideration: 

  • Service standards for acknowledging, considering and responding to complaints
  • Ensuring appropriate levels of objectivity and fairness to all parties
  • Enabling complaints to be prioritised 
  • Providing for any required remedies proportionate to the issues raised
  • Enabling complaints to be systematically and accurately logged and tracked.

How long it will take us to address your complaint

We will action all complaints within 10 working days of receiving it, unless we need to ask you for more information.

You have the right to appeal the outcome

If you don't agree with the outcome, you can ask us to review our decision. All appeals must be made in writing setting out the reasons why you disagree with the decision. Please address this to:

General Manager Development & Regulatory
Palmerston North City Council
Private Bag 11034
Palmerston North, 4442

What else can I do?

If you are still unhappy or choose to use an alternative route to settle a matter of dispute you may apply to the Ministry of Business Innovation and Employment for a Determination. During this process the Ministry will consult all parties and make a considered decision that must be followed.

For more information on this service, see the determinations page on the Ministry's Building Performance website

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