New Home Buyers Consumer Code
The full Code outlining standards for developers, home buyers' rights, complaints and dispute resolution.
ARK INSURANCE GROUP / CONSUMER PROTECTION
New Home Buyers
Consumer Code.
Clear information and fair treatment when buying a new home. Explore the Ark Consumer Code, residential warranty documents and guidance on resolving complaints.
CTSI Approved Code
Independent dispute resolution
Free document access
DOCUMENT CENTRE
Documents & guidance.
Select a document to read online
or access the original PDF.
01 / Consumer rights
Home Buyer Guidance
An introduction to the Code, who it applies to and how home buyers can raise concerns.
02 / Residential warranty documents
Residential Warranty — Insurance Product Information
A summary of key insurance cover, restrictions, exclusions and policyholder obligations.
Residential Warranty — Policy Wording
Complete residential latent defects insurance terms, definitions, conditions, exclusions and claims procedures.
03 / Dispute resolution & reporting
Independent Dispute Resolution — CEDR Application
Application form for eligible disputes that remain unresolved following the required complaints process.
Consumer Code Annual Report
Ark's published review of Code membership, monitoring, compliance, complaints and outcomes.
Document versions and reporting periods are shown where identified in the supplied publications. For insurance cover, refer to your individual insurance certificate, applicable policy wording and endorsements. PDFs open in your browser; use its download option to save a copy.
HELP & SUPPORT
Need to raise a complaint?
If you believe a builder or developer has not met their obligations under the Consumer Code, the first step is to raise the issue directly with that Code Member.
Unresolved eligible Code disputes may be referred through Ark to independent adjudication by CEDR. This is separate from making an insurance claim under your residential warranty.
01
Contact your home builder
Explain your complaint and give the builder an opportunity to address it.
02
Contact Ark if unresolved
Ask for guidance on your rights and the applicable escalation process.
03
Independent dispute resolution
CEDR can consider eligible unresolved disputes following the required referral process.