How it works
What happens after you lodge your dispute.
Most disputes are about either workmanship (technical) or conduct (ethical). Technical matters are decided by an independent inspector. Conduct matters are handled in-house.
- 1
You lodge your dispute
Submit details, photos and documents through the portal. We’ll confirm receipt and tell you what happens next.
- 2
We carry out a preliminary review
RANZ checks the dispute has enough information to proceed and is not vexatious. There is no cost at this stage.
- 3
You choose an independent inspector (technical matters)
RANZ maintains a panel of independent, liability-insured roofing inspectors around the country. We recommend an inspector based on location and availability, but you are free to choose any inspector from the panel. Their fee is agreed up front and paid direct to the inspector by the party at fault.
- 4
The inspector issues a report
The inspector documents what they found. If the dispute is upheld, the roofer is treated as technically at fault.
- 5
The Disputes Committee determines the outcome
The Committee decides what action is appropriate — for example, remediation, mediation, or a sanction under the RANZ Code of Conduct.
- 6
Outcome communicated and closed
Both parties receive the decision in writing. The matter is closed and the file is retained.
If the roofer is not a RANZ member
We can’t run a dispute — but you have two options
RANZ has no authority over non-members. When you lodge a dispute about a non-member, we’ll ask which of these you’d like:
Help submitting a complaint to the LBP Board
If the roofer is a Licensed Building Practitioner, we’ll use the information you’ve provided to help you prepare and submit a complaint to the LBP Board.
Record the dispute on file
We keep your dispute on file. No formal action is taken, but it contributes to RANZ’s industry oversight.
For pricing or contract disputes, the Disputes Tribunal handles civil claims up to $30,000.
Common questions
›How long will this take?
We aim to acknowledge new disputes within 5 working days and complete the initial assessment within 20 working days. Complex matters involving site inspections may take longer — we’ll keep you updated through the portal and by email at each stage.
›Will the roofer see my contact details?
No. So they can respond, the roofer may be shown your name and the details of your dispute — the description, property address, job details, and relevant evidence. Your phone number, home address, and other contact details are not shared unless you separately agree to that later.
›What does it cost?
RANZ charges nothing to lodge, hear or determine a dispute. The only cost in the process is the independent inspector’s fee (for workmanship matters), paid direct to the inspector by the party found at fault. If the independent inspector finds the dispute is without substance, that cost may fall to the complainant. The fee is agreed before any inspection takes place.
›What if the roofer isn't a RANZ member?
We can’t run a dispute against a non-member, but we can help you prepare and submit a complaint to the LBP Board (if the roofer is a Licensed Building Practitioner), or record your dispute on file for industry oversight.
›Can I withdraw my dispute?
Yes. While your dispute is still in progress, you can withdraw it at any time from your dispute page in the portal. RANZ is notified and no further action is taken.
›What can't RANZ do?
We are a trade association, not a court or regulator. We can’t resolve pricing or contract disputes (the Disputes Tribunal handles those), product failures, insurance claims, or matters already before a court. See our “What we cover” page for the full list and where to go instead.