Step-by-Step: How to Lodge a Claim with the Master Builders Fidelity Fund

When a residential building project goes wrong in the ACT, homeowners need clear, practical guidance, not more uncertainty. The Master Builders Fidelity Fund exists precisely for moments like these: to provide a structured, fair, and supported pathway to financial protection when a builder can no longer deliver.

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Whether your builder has become insolvent, passed away, disappeared, you are not left to navigate the situation alone. The Fund has been safeguarding ACT homeowners for over 24 years, with a dedicated team that handles every claim personally, walking you through each stage so nothing falls through the cracks. Before you begin the process, it helps to understand what the Fidelity Fund covers and how it works so you can approach your claim with confidence.

Before you lodge: Understanding what triggers a claim

Not every building dispute qualifies for a Fidelity Fund claim. Under the Building Act 2004 (ACT), a claim can only be made when one of three specific trigger events has occurred:

The builder has died
The builder has become insolvent
The builder has disappeared, noting that being temporarily uncontactable does not constitute disappearance under the Act

If your situation falls within one of these categories, and your build is covered by a valid Fidelity Fund certificate, you may be eligible to proceed with a claim. Eligible projects generally include new homes (Class 1), multi-unit dwellings up to three storeys (Class 2), and structural alterations or additions valued at $12,000 or more.

According to the Australian Bureau of Statistics, residential building approvals across Australia continue to represent a significant share of construction activity, reinforcing the importance of robust homeowner protections like the Fidelity Fund in the ACT.

Step 1: Confirm your eligibility

Before doing anything else, confirm that your project is covered. Visit the Certificate Lookup tool on the Fidelity Fund website to verify that a valid certificate was issued for your build.

Key eligibility criteria to check:

Your project is a residential build covered under the homeowner coverage provisions of the Building Act 2004
A Fidelity Fund certificate was obtained by your builder prior to works commencing
You are within the applicable claim timeframe — 90 days for certificates issued before 1 January 2025, or 180 days for certificates issued on or after 1 January 2025, from the date you became aware of the trigger event

If you're unsure whether your project qualifies, the Fidelity Fund team is available to help you work through the details before you commit to lodging.

Step 2: Exhaust other legal remedies first

This is one of the most important and most commonly misunderstood requirements of the fidelity fund process ACT. Before a claim can be assessed, homeowners must first exhaust all other relevant rights of action and legal remedies against the builder.

This means:

Pursuing any outstanding payments or deposits through appropriate legal channels
Seeking recovery through the builder's liquidator or estate, where applicable
Lodging any relevant disputes with the ACT Civil and Administrative Tribunal (ACAT) where appropriate

The Fidelity Fund operates as a safety net, not a first resort. Understanding this requirement early helps avoid delays in your claim assessment. Visit the FAQs page for more detail on what "exhausting remedies" means in practice, or speak with the Consumer Representative for independent guidance.

Step 3: Gather your supporting documentation

A well-prepared claim moves faster. Before accessing the portal, compile the following documents:

Your Fidelity Fund certificate (or your certificate number from the Certificate Lookup tool)
Your building contract with the registered builder
Evidence of payments made to the builder (bank statements, receipts, progress payment records)
Proof of the trigger event — for example, a notice of insolvency, death certificate, or statutory declaration regarding disappearance
Photographic evidence of incomplete or defective work, where relevant
Any correspondence with the builder (emails, letters, text messages) relating to the dispute
Evidence of steps taken to exhaust other legal remedies

Having this documentation ready before you log into the portal will make the submission process significantly smoother. For a full list of what may be required, refer to the For Homeowners page.

Step 4: Pay the claim excess fee

All claims must be submitted with a $500.00 excess fee. This fee is payable at the time of lodgement and is processed through the online portal.

Importantly, the excess fee is fully refundable if your claim is declined. This ensures that homeowners are not financially penalised for engaging in the process in good faith.

Step 5: Lodge your claim by email

Once your documentation is ready and you've confirmed your eligibility, it's time to submit. Claims to the Master Builders Fidelity Fund are lodged by email, send your completed documentation to the Fidelity Fund's claims team for a straightforward, guided submission process.

Lodge your claim at fidelityfund@mba.org.au

When lodging your claim, you will:

Email your claim to the Fidelity Fund team

Upload your supporting documentation

Pay your $500.00 excess fee by credit card over the phone or by direct payment into the Fund's account

Receive confirmation that your claim has been received

If you encounter any difficulties during submission, the Fidelity Fund team can be reached on (02) 6175 5900 or at fidelityfund@mba.org.au.

Step 6: The assessment process: What happens next

Once your claim is submitted, the Fidelity Fund team will acknowledge receipt and begin the assessment process. Here's what to expect during the homeowner support home warranty ACT assessment period:

Acknowledgement and initial review

Your claim is reviewed against the eligibility criteria set out in the Building Act 2004 and the Building (General) Regulations 2004. You may be contacted for additional information during this stage.

Building consultant inspection

Where your claim involves incomplete or defective building work, a qualified building consultant may be engaged to inspect the property and prepare an independent report. This report forms a critical part of the evidence presented to the Trustee and helps ensure the claim is assessed accurately and fairly.

Trustee decision

All claims are presented to the Fidelity Fund Trustees for consideration and decision. The Trustees assess each claim against the legislative requirements, the evidence provided, and the independent building consultant's report where applicable.

The Fidelity Fund aims to complete claim assessments within 90 days of lodgement.

How much can you claim?

Understanding the coverage limits helps set realistic expectations. Under the Building (General) Regulation 2004:

The maximum sum covered per dwelling is $200,000 (or the cost of the work, whichever is lesser) for certificates issued on or after 1 January 2025
Certificates issued before 1 January 2025 provide cover of up to $85,000
Homeowners may claim up to $10,000 for loss of a deposit paid to the builder
Recovery of payments made to the builder that exceed the value of completed work is also available

Need independent support? The consumer Representative is here for you

Navigating a fidelity fund complaint support ACT situation can feel daunting. That's why the Fidelity Fund provides access to an independent Consumer Representative, a dedicated resource to help homeowners understand their rights, the claims process, and what to expect throughout.

The Consumer Representative is available at no additional cost and offers impartial guidance separate from the Fund's administrative team. If you have concerns or feel unsure at any stage, reaching out to the Consumer Representative is a sensible first step.

Quick reference: The claims process at a glance

Step 1: Confirm eligibility via Certificate Lookup
Step 2: Exhaust all other legal remedies against the builder
Step 3: Gather your supporting documentation
Step 4: Pay the $500.00 excess fee (refundable if claim is declined)
Step 5: Lodge your claim via the online portal Lodge your claim by email
Step 6: Await assessment up to 90 days including building consultant inspection and Trustee review

For answers to common questions, visit the Fidelity Fund FAQs. For builder-specific obligations and coverage requirements, see the For Builders section.

About the Master Builders Fidelity Fund

The Master Builders Fidelity Fund has been protecting homeowners and supporting the ACT's residential building industry for over 24 years. Backed by Master Builders ACT, the Fund provides essential home warranty coverage — ensuring that when things go wrong, homeowners always have somewhere to turn. With more than 170 claims processed and 40,000+ builds protected, the Fidelity Fund is the ACT's trusted authority in residential building warranty.

If you need guidance on your claim or have questions about the process, our team is ready to help.

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Enquire with the Fidelity Fund Team Today!

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