Complaints
& concerns.

OUR POLICY · VERSION 2.1 · 10 AUGUST 2026

Our complaints handling process.

Our Complaints Management Policy explains how we receive, assess and respond to complaints, including response timeframes, internal review and external assistance. You can read or download the full policy below, or ask our team for a copy.

PDF · 4 pages · 167 KB

Contact our Complaints Officer.

You may make a complaint verbally or in writing, directly or through an authorised representative, without charge. Please direct your complaint to the Complaints Officer at iPermit Building Approvals.

Email: admin@ipermitba.com.au
Telephone: (02) 6054 1879
Post or visit: Suite 1a, 526 Macauley Street, Albury NSW 2640
Office hours: Monday–Friday, 8:30 am–5:00 pm

If you need assistance with communication or accessing the process, please let us know. You may use a support person or authorised representative.

What to include.

Where reasonably available, provide:

• Your name and preferred contact details.
• The property address, building permit number or project reference.
• A description of your concern, including relevant dates and people.
• Supporting correspondence, photographs, plans or other documents.
• The outcome you are seeking.

Anonymous complaints are accepted where sufficient information is provided. Anonymity may limit our ability to investigate or advise you of the outcome.

Review and further assistance.

The full policy sets out our complaint management steps, service standards and internal review process. It also explains the external assistance available, including the Building and Plumbing Commission for relevant Victorian matters.

BPC — issues, complaints and disputes

Making a complaint does not extend statutory or appeal deadlines or guarantee a particular outcome. Please refer to the full policy for details.

Immediate safety concerns.

If there is an immediate threat to life or property, call 000. Our complaints process is not an emergency response service.