- Key Focus Areas
- Enquiries and Complaints
- Human Rights
- The Treaty
- Disabled People
- Race Relations
- International & UN
- Office of Human Rights Proceedings
- The Right to Sign: New Zealand Sign Language and Human Rights
- A fair go for all?
- Canterbury earthquake recovery
Key Focus Areas
What complaints processes are available if I am unhappy with the Fletcher Earthquake Recovery or building contractor repairs/service provision?
Fletcher EQR is managing repairs to houses where the damage has been assessed at between $10,000 and $100,000 plus GST.
If you decide to use the Fletcher EQR as the project manager for repairs, they must ensure that the work is of an ‘acceptable” (industry) standard.
If you decide to accept the payment and not use the Fletcher EQR project management process, then complaints about poor performance or poor quality must be made to the relevant industry body – if the contractor belongs to that body, or a complaint to the Disputes Tribunal or the District Court.
For Fletcher EQR complaints:
- If you have a complaint about work done as part of the Fletcher EQR process then you can use its complaints process.
- To the extent that the EQC is involved as the agency authorising the work then the options set out in question 6 above about if you have a complaint or review processes involving the EQC may assist.
The Q&A information on Fletcher EQR’s website says that the process to ensure quality workmanship is:
- The scope of work to be carried out on each property is agreed between Fletcher EQR and the homeowner, and aligned with the EQC initial assessment;
- Work is carried out by an accredited contractor;
- The Fletcher EQR Contract Supervisor oversees all work undertaken on each project and checks that quality standards are being met. The Contract Supervisor is the homeowner’s and contractor’s first point of contact for any concerns or questions they might have;
- When the work is completed it is inspected and signed off by Fletcher EQR. If there are any later problems with the work, they should be notified to Fletcher EQR during the 90-day defect period;
- A council inspector may visit the property from time to time make sure that construction codes and standards are being followed where consents are required.
- Fletcher EQR will deal with winter heating issues caused by earthquake damage as part of the repair process.
The Fletcher EQR guide to the earthquake recovery process says that if you are not satisfied with any aspect of the repair work, including the final sign-off, then you should take this up with the contract supervisor. They will involve other Fletcher EQR staff if needed. Complaints about any aspect of Fletcher’s dealings with you can be made through the Central Office.
tel +64 3 341 9900, by e-mailing email@example.com, or by writing to us:
PO Box 80105
Fletcher EQR Community Liaison Officers
The Community Liaison Officers (CLO) for Fletcher Building are housed in each Hub. Along with the Contract Supervisors, who manage the actual building work, the community officers provide a contact for homeowners. Their role is to manage claim information and associated issues during the repair process – for example, the need for temporary accommodation, claim changes or disputes.