What is a Defect? 

A defect is any fault, flaw, or issue in a building that deviates from the intended design or agreed-upon quality standards. It can involve structural, waterproofing, plumbing, electrical, or finish-related problems:

• Structural eg. leaking roof, leaking shower, health and safety issues. 

• Non-Structural eg. sticking drawer, minor cracking of plasterboard. 

The Queensland Building and Construction Commission (QBCC) provides a Building Defects Summary to help you as the homeowner understand what constitutes as defective work.  

Read more here or check the QBCC’s Standards and Tolerances Guide.    

For more information on the QBCC’s definitions surrounding defects please visit: 

qbcc.qld.gov.au/defective-work-disputes/defective-work 

Defect Liability Period  

Please take note of the below Defect Liability Period. The responsibility to identify and rectify defects lies with McNab to rectify. Timely reporting and resolution of defects are crucial to ensure the property's value, safety, and integrity. 

• Date of Practical Completion (Commencement date for DLP): 28/08/2023

• Expiration date for DLP (Non-structural defects): 28/08/2024

• Expiration date for Structural Defects: 28/02/2030

Structural Defective Work

The Owner can submit a complaint within 6 years & 6 months from practical completion and within 12 months of noticing the defect. However, to ensure that any major issues are addressed immediately, we request that all defects are notified to McNab as soon as discovered. 

Non-structural Defective Work

In the first instance, Owners must notify McNab of any non-structural defecting work within the Defect Liability Period (DLP) for rectification.  To ensure that defects are addressed during the Defect Liability Period, please ensure this is raised with McNab as soon as discovered. 

Rectification Of Defects  

During the Defect Liability Period, McNab takes full responsibility for rectifying all correctly identified defects. To ensure effective communication, any defects should be reported to McNab via the designated customer care email. For your convenience, you can find an easy-to-use form for lodging maintenance issues on the subpage titled "Customer Care." 

Please note that the McNab Customer Care team can only process defect requests that are received through the appropriate channels. 

Once a defect has been raised, we follow a specific process to determine its nature, category, and legitimacy. This process allows us to decide on the appropriate course of action for closing out or rectifying the defect in a timely manner. Our goal is to address and resolve all reported defects promptly and efficiently during the Defect Liability Period. 

If you encounter any defects or have any maintenance issues, we encourage you to use the provided customer care email or the easy-to-lodge form for reporting them. Our team is here to ensure that your concerns are addressed and resolved as part of our commitment to delivering a high-quality product and service. 

The defect rectification process

1. Notify McNab of the defect via email / form.

2. McNab representative to inspect and provide assessment / categorisation of defect.

3. If a:

   • Legitimate defect: McNab to rectify issue.

   • Illegitimate defect raised outside of DLP or defect a result of user damage or incorrect use: owner to rectify issue.

   • Owner disagrees with McNab assessment: Owner ot submit claim to QBCC who will inspect and provide decision on defect.

Servicing and Maintenance  

We recommend you to familiarize yourself with the items in your building that necessitate regular service or maintenance to ensure optimal performance in accordance with the design specifications. For detailed information regarding the routine maintenance or servicing responsibilities that McNab assumes and those that we do not. Refer to maintenance register. 

Should you need any additional support or have any inquiries, please feel free to reach out to us or the nominated subcontractor responsible for specific maintenance tasks. Neglecting any required routine maintenance or service could lead to significant expenses in the long run, making it crucial to stay proactive in fulfilling these responsibilities. 

Modifications to McNab works by Third Parties  

McNab cannot accept responsibility for any damage or defects that may arise as a result of third-party modifications, interference, or damage to the works completed by McNab under the head contract. In such cases, any applicable warranties, guarantees, or obligations to rectify defects, as required under the head contract, will become null and void. 

It is essential to understand that any unauthorized modifications or interference by third parties may compromise the integrity and performance of the completed works. As a result, we strongly advise against any unauthorized alterations or tampering. 

To ensure the continued quality and reliability of our work, we urge you to refrain from engaging third parties to modify or interfere with McNab's completed works. 

Appliance Rectification  

If you encounter an issue with your appliance that cannot be resolved, please follow the contact protocol outlined below: 

During the first 6 weeks after moving in, please submit the issue through the McNab Customer Care. Our team will assist you in coordinating the necessary rectification or repair. 

After the initial 6-week period, please get in touch with either Harvey Norman or Miele using the contact details provided below. Alternatively, refer to the warranty manual to contact the manufacturer directly. 

Please note that Harvey Norman Commercial is responsible for supplying the appliances and can provide further guidance and support for any appliance-related concerns. 

Call Out Policy  

During the Defects Liability Period, if a defect is notified to McNab by the owener or their delegated representative, and upon inspection by a McNab representative, it is confirmed not to be a genuine building construction defect, McNab reserves the right to invoice the owner directly for the costs incurred, including any associated abortive call-out charges. 

For clarification, genuine building defects typically do not include the following issues: 

• Damage to the completed works caused by parties other than McNab. 

• Misuse or improper handling of the completed works by the occupants. 

• Modifications or alterations made to McNab's completed works by third parties. 

• Lack of maintenance by the Principal, owners, or tenants that contributes to the defect. 

• Failure to service equipment or plant as required by the manufacturer's warranty and/or instructions. 

• General wear and tear resulting from normal use and aging of the property. 

It is essential to differentiate genuine building construction defects from issues caused by external factors or lack of proper maintenance. In cases where a notified defect falls under these exclusions, McNab may hold the Principal responsible for the costs incurred during the inspection and resolution process. 

Defect Notification  

We kindly request that all defects are reported to us or the nominated subcontractor as specified in your owner's manual. Our Customer Care Team will promptly register the problem and initiate a response and action plan based on the information you provide. For more details on the process we follow, please refer to the flow chart included in this manual. 

To ensure a smooth resolution process, we ask that you avoid calling in third-party contractors without first attempting to notify McNab or the nominated subcontractor. Taking this step will enable us to coordinate and address any issues effectively and ensure that you receive the best possible service.