Complaints & Disputes

Effective date: 16 March 2026 · Last updated: 16 March 2026

Sabeam is committed to resolving complaints and disputes fairly, promptly, and transparently. This page explains how to raise a concern and what to expect from our resolution process.

1. Types of Complaints

1.1 Platform complaints

Concerns about the Sabeam platform, service, billing, account access, privacy, or our handling of your personal information.

1.2 Milestone disputes

Disagreements between a homeowner and builder about whether a milestone has been satisfactorily completed and payment should be released.

1.3 Payment disputes

Concerns about the timing, amount, or processing of payments through the platform.

2. How to Lodge a Complaint

You can lodge a complaint by:

  • Email: complaints@sabeam.com.au
  • In-app: Using the dispute or support function within the platform
  • Post: Sabeam Pty Ltd, Complaints Department, Sydney, NSW, Australia

When lodging a complaint, please provide: your name and contact details, your account or project reference, a description of the issue, and the outcome you are seeking.

3. Our Resolution Process

Step 1: Acknowledgement

We will acknowledge your complaint within 2 business days of receipt and provide you with a reference number.

Step 2: Investigation

We will investigate your complaint and may request additional information from you or other parties involved. During this period, any disputed escrow funds will remain held securely in the trust account.

Step 3: Resolution

We aim to resolve complaints within 30 calendar days. For complex matters that require additional investigation, we may extend this to 45 calendar days and will notify you of the extended timeframe and reasons.

Step 4: Outcome

We will communicate the outcome of our investigation to you in writing, including the reasons for our decision and any actions we will take.

4. Milestone Dispute Process

For disputes about milestone completion:

  1. Either party raises a dispute through the platform, specifying the milestone and the grounds for dispute.
  2. The associated escrow funds are held during the dispute period.
  3. Both parties have 48 hours to provide submissions and supporting evidence through the platform.
  4. If the parties cannot reach agreement, the dispute may be referred for independent review.
  5. The resolution outcome is recorded in the project audit trail.

Sabeam facilitates the dispute process but does not act as an arbitrator or make binding determinations about construction quality or contract compliance. Parties retain their rights to pursue resolution through external channels.

5. External Dispute Resolution

If you are not satisfied with our response to your complaint, you may escalate the matter to an external dispute resolution body:

  • Australian Financial Complaints Authority (AFCA): www.afca.org.au — for financial service complaints (if applicable to Sabeam’s services)
  • Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au — for privacy-related complaints
  • State and territory fair trading bodies: For consumer protection matters (e.g., NSW Fair Trading, QLD Office of Fair Trading)
  • State civil and administrative tribunals: NCAT (NSW), QCAT (QLD), VCAT (VIC) — for general consumer disputes
  • State building authorities: For construction-specific disputes (e.g., NSW Fair Trading Home Building, QBCC)

6. Construction Contract Disputes

Sabeam facilitates escrow payments but is not a party to the construction contract between homeowners and builders. Disputes about the scope, quality, or timing of construction work are matters between the contracting parties and may be subject to the applicable state Security of Payment legislation.

For information about your rights under Security of Payment laws:

  • NSW: Building and Construction Industry Security of Payment Act 1999
  • QLD: Building Industry Fairness (Security of Payment) Act 2017
  • VIC: Building and Construction Industry Security of Payment Act 2002

7. Feedback

We welcome feedback about our service even if you do not have a formal complaint. You can reach us at feedback@sabeam.com.au.

8. Contact

Sabeam Complaints Department
Email: complaints@sabeam.com.au
Sabeam Pty Ltd
Sydney, NSW, Australia