Step 1 — Get everything in writing
Stop calling. Every conversation from now on needs a written trail. Send one clear email that summarises the exact question, the date you last asked, and the response you need. This creates paper the builder cannot un-see.
Step 2 — The 5-day chase email
Copy-paste, adjust the specifics, send from the same email address as your contract.
Subject: [Contract #{your contract number}] Request for update - 5 business days
Hi {Builder},
I have not received a response to my email of {date} regarding {issue}. Under clause {your contract clause} of my Fixed Price Building Contract, I am entitled to a reasonable response within a reasonable timeframe.
Please provide a written response within 5 business days, by {date + 5}. If I have not heard from you by then, I will formally escalate under section 74 of the Building Work Contractors Act (SA) / equivalent in your state.
Thanks, {Your name}
Step 3 — Formal escalation
If the 5-day window passes without a substantive response:
- Send a written notice of dispute to the builder's registered business address (registered post, keep the receipt).
- Lodge a complaint with Consumer and Business Services SA (or your state equivalent). Free service.
- If your build is HIA-insured and the builder has failed to perform, contact HIA Insurance to check indemnity cover.
- Speak to a solicitor about a Superintendent's Certificate if your contract carries one.
Most builders respond by step 1 or 2. The ones who don't are usually in financial trouble - which is when you need every option activated fast.
When it's more than just slow email
- The site has been empty for more than 3 weeks with no explanation.
- Subcontractors are turning up asking who is paying them.
- Your bank statements show no draw-downs against milestones you thought were paid.
- Google reviews are rapidly changing character.
- Your site supervisor's number is disconnected.