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Complaints

Upon joining the Association, our members incur certain duties and obligations in terms of our Constitution. These include provisions that:

  • A member is required to conduct his/her business in a fair manner and shall in his/her dealings with others at all times maintain a high standard of business ethics.
  • A member is required to ensure that all work is of the best standards and is carried out in an efficient manner.
  • A member is required to satisfy the building requirements of his/her Clients by observing the spirit, as well as complying with the letter of his/her contractual obligations and to handle all business transactions with fairness.
  • A member is required to organise his/her business administration effectively, to maintain adequate financial resources for the proper discharge of all his/her contractual obligations, to assist wherever possible with the training of the future human resource needs of the Building Industry and, where applicable, to comply with all legislation applicable to the Building Industry in KwaZulu-Natal.
  • A member is required to endeavour to encourage all suitably qualified employers to apply for membership of the Association.

In instances where we receive complaints about one our members, we embark on a process of investigation, consultation and engagement which seeks to achieve an equitable resolution for all parties concerned.  In the relatively rare instances where members refuse to co-operate in achieving this outcome, the Association will invoke a disciplinary process which may ultimately result in the member's expulsion.

It is important to clarify that the Association does not formally enforce standards in the strictly legal sense.  The good reputation of the vast majority of our members is, however, important to us and consumer complaints are managed with a view to ensuring that this reputation remains intact.  We are available at all times to offer technical assistance and advice to our members should they request this.

We are confident that membership of the Association does provide additional recourse for our members' clients in that we do follow up on complaints and we do direct our members to remedy unsatisfactory conduct and/or workmanship. The truth is that certain of these cases take a reasonable amount of time to dispose of effectively.

The Complaints process

It is always preferable to communicate as much as possible with the member.  If issues are raised early on, then it's more likely that problems, which may worsen over time, can be averted or resolved mutually between the parties.

First, check that your builder is a member of Master Builders KwaZulu-Natal.  We can only receive complaints for members of the Association. You can also confirm if a builder or contractor is a member by phoning the Association on 031 266 7070 or by using the Find-a-Builder or Find-A-Supplier on this website.

Should you have a complaint regarding a member of the Association you will need to complete a complaint form. Complete the Complaint Form and send it to:

The Executive Director

Master Builders KwaZulu-Natal

PO Box 582, Westville, 3630

The Association's complaints process cannot be initiated until you submit a fully completed complaint form.  Once the complaint is received, a copy is forwarded to the member in question with a request for a response.

The Association offers the following in order resolve the complaint:

  • The Association has an established Complaints process.
  • The role of the Staff of the Association is not to determine contractual disputes and technical issues.
  • The Association cannot force a member to do any work, or pay/refund any monies to clients and does act as a mediator in disputes between members and their clients. 
  • If the Association's Staff find that a member has failed to adequately abide by the Associations Code of Conduct, the matter may be referred to the Executive Council of the Association. 
  • If the charges are found to be sustained after the appropriate investigations and hearing, the Executive Council can impose sanctions on the member, ranging from reprimand, a fine, suspension or cancellation of membership.