The Role of the Consumer Representative: Your Independent Voice in the Fidelity Fund
Building or renovating a home is one of the biggest financial commitments most Australians will ever make, so it helps to know that someone independent is looking out for your interests. Within the Master Builders Fidelity Fund, that someone is the Consumer Representative: a dedicated, independent advocate whose job is to make sure the homeowner's voice is heard at the highest level of the Fund's governance.
It is a feature that genuinely sets the Fund apart, and one worth understanding before you sign your building contract.
Why independent advocacy matters
The construction sector has been under real financial pressure in recent years. According to the Australian Securities and Investments Commission (ASIC), construction was the single hardest-hit industry for company failures, accounting for nearly 27.7% of all corporate insolvencies in the nine months to March 2024. That trend continued, with more than 2,600 construction companies becoming insolvent in the year to March 2025. When a builder cannot finish the job, homeowners are often the ones left exposed.
This is exactly what the Fund is built to address. If your builder dies, disappears, becomes insolvent or has their licence cancelled, home warranty cover through the Fund helps shield you from the financial fallout.
You can see the full picture on our how it works page. The Consumer Representative adds a further layer of assurance: a person whose sole focus is you.
What the Consumer Representative does
The Consumer Representative is an independent appointment, not an employee of the Fund. That independence is precisely the point, because it allows the role to advocate for homeowners free of any conflict of interest. Day to day, the Consumer Representative:
- Attends meetings of the Fidelity Fund Trustees to represent the homeowner perspective
- Requests information about how the scheme operates and how decisions affect homeowners
- Consults directly with homeowners to understand their concerns and experiences
- Advises on processes and communication so the Fund stays fair, clear and accessible
In short, the Consumer Representative keeps homeowner interests firmly on the agenda. Whether you are a homeowner navigating a claim or a builder wanting to understand your obligations, the role helps keep the Fund balanced and transparent for everyone involved.
How the trustee structure works
The Fund is overseen by the Fidelity Fund Trustees, who are responsible for its governance, financial management and the fair administration of claims. The Trustees make the decisions that keep the scheme sustainable and dependable, backed by more than two decades of operation and the strength of Master Builders ACT. You can learn more about the Fidelity Fund and its long track record.
The Consumer Representative sits alongside this structure as an independent check. By attending Trustee meetings and raising homeowner matters directly, the role ensures that governance decisions are always made with the consumer clearly in view. It is a deliberate design choice, and one that strengthens accountability at every level.
A genuine point of difference for accountability
Many warranty and insurance arrangements leave consumers on the outside looking in. The Fund takes a different approach. Embedding an independent Consumer Representative within the governance framework means homeowners are not merely protected on paper: they have a real, named advocate who can question, clarify and escalate on their behalf.
For builders and homeowners alike, that transparency builds trust, and our FAQs answer many of the common questions about how it all works in practice.
How to raise a concern or enquiry
If you have a question or a concern, there are clear and simple ways to raise it. The Consumer Representative can be contacted directly through the CARE Financial Counselling Service, and you will find the current phone and email details on the Consumer Representative page. For anything relating to the handling of a claim or a service issue, our complaints policy explains how homeowner enquiries are received and resolved.
Prefer to start with a general question? You can also browse our frequently asked questions or reach the team through our contact us page, and we will point you to the right person, whether that is the Consumer Representative or the Fund directly.
Protecting ACT homeowners, with confidence
For more than 24 years, the Master Builders Fidelity Fund has given ACT homeowners genuine peace of mind, backing residential building work with dependable home warranty cover and a governance structure built around fairness. The independent Consumer Representative is a defining part of that promise: your voice, at the table, every step of the way.
Thinking about your next build, or want to understand your home warranty options?
Enquire with the Fidelity Fund today and speak with a team that puts ACT homeowners first. You can also explore how the Fund works or read more on our homeowners page.