Customer complaints — how Beams will involve you

When a customer raises a complaint with Beams, we work to involve you in sorting it out rather than around you.

What we do first

• We notify you immediately. A short message describing the customer's concern.
• You get a chance to respond. Before Beams takes any view on the substance, you have time to share your version of events and propose a path forward.
• We may sort it out at this stage. Many complaints clear up once you've responded. The customer hears your view, the issue gets clarified, and the project resumes.

When we step in directly

Beams will step in directly without waiting on your response when:

• Safety is in question. Anything that involves customer or worker safety.
• Work appears to deviate significantly from the agreed scope or quality standard.
• Milestone evidence is incomplete or unclear.
• The customer feels unsafe with you or your team.
• Communication has broken down to the point where direct engagement won't be productive.

Our approach

We assume good intent. Most complaints we see are addressable issues, not signs of deeper problems. We work collaboratively to restore trust and keep the project moving — not to penalise honest mistakes.

What this means for you

Take complaints seriously. A customer escalating to Beams isn't trying to damage you; they're usually trying to get an outcome. Engage with our process; share your evidence; propose a path forward. Most complaints resolve cleanly when builders engage; few do when builders go quiet.

When a complaint becomes formal

If a customer files a formal complaint under their Customer Agreement, the matter escalates internally at Beams to the Vice President (VP) of Operations and potentially the CEO. We'll involve you appropriately at each stage. Your responses become part of the record.

Related articles

• Resolving issues on-site
• When and how to escalate to Beams
• Working through difficult situations with customers