Problems, Claims and Official Sources
Storm chasers and door-knocking roofers: warning signs, your cooling-off rights and who to report to
How door-to-door and post-storm roofing sales work in Australia, the Australian Consumer Law rules for unsolicited agreements, the 10 business day cooling-off period and reporting options.
After hailstorms, cyclones and severe storms, door-knocking roofers and "storm chasers" appear in affected suburbs offering fast repairs, free inspections or a deal "while we're in the street". Some are legitimate, many are not licensed in your state, and a few take deposits and disappear. If you agree to roofing work after an uninvited visit to your home and the price is over $100 (or not known at the time), the Australian Consumer Law's unsolicited consumer agreement rules generally apply: you get a 10 business day cooling-off period, the trader must give you written information about it, and the trader cannot accept payment or start work during that period. Do not sign on the doorstep; check the licence, contact your insurer first if it is a storm claim, and report pressure tactics to your state fair trading body or the ACCC.
This guide is part of roofing problems and where to get help. It is general information, not legal advice.
How the common pitches work
| Pitch | What happens | Why it is risky |
|---|---|---|
| "Free roof inspection" | A salesperson climbs on the roof and comes down with photos of "damage" | Photos may not be of your roof, or damage may be caused or exaggerated |
| "Your insurer will pay" | Offers to handle the claim for you and asks you to sign an authority | You may be committed to a contractor before the insurer decides; fees may be taken from the payout |
| "Leftover materials" | Cheap restoration using materials "from a job down the road" | Often low-quality coating; unlicensed; no warranty |
| "Today-only price" | Large discount if you sign now | Pressure to avoid comparing quotes or checking licences |
| Large cash deposit | Asks for cash or a bank transfer to secure a start date | Exceeds legal deposit caps; may be unrecoverable |
| Out-of-state crews | Travel to storm areas | May not be licensed in your state; hard to find later for defects |
Not every door-knocker is a scam. But the same checks apply to all of them.
Your rights under the Australian Consumer Law
The rules for unsolicited consumer agreements apply when a trader approaches you uninvited, at home or elsewhere other than their business premises, and you agree to buy goods or services worth more than $100 (or the price is not set at the time). In summary:
- Visiting hours. Traders must not call on you between 6 pm and 9 am on weekdays (5 pm on Saturdays), or at all on Sundays and public holidays, unless you have agreed.
- Leave on request. They must leave immediately if you ask them to.
- Disclosure. They must tell you their purpose and identity, and that you can ask them to leave.
- Written agreement. You must receive a copy of the agreement, with the trader's details and a notice of your right to cancel.
- 10 business day cooling-off. You can cancel within 10 business days of signing, for any reason. Longer cancellation rights can apply if the trader breaks the rules.
- No payment or supply during cooling-off. The trader must not accept payment or supply services during the 10 business days. Doing work within the cooling-off period is generally not allowed, with narrow exceptions.
Details and exceptions are on the ACCC's website and your state fair trading body's website.
Building law protections still apply
On top of the ACL, your state's building law applies to the work:
- Licence or registration above the threshold: see licence thresholds by state
- Home warranty insurance above the threshold: see home warranty insurance
- Deposit caps: see deposits and progress payments
- Written contracts and cooling-off periods under state building law, which can apply alongside the ACL rules
Worked example (illustrative)
After a hailstorm, a door-knocker offers to "restore" a tile roof for $9,800 with a $4,000 cash deposit today and to start tomorrow. Checks:
- Cooling-off. It is an unsolicited agreement over $100, so 10 business days of cooling-off apply and the trader should not take payment or start work in that time.
- Deposit. In Queensland the cap for a $3,301–$19,999 contract is 10%, so the maximum deposit would be $980. In NSW it is also 10% ($980). In Victoria, under $20,000 the cap is 10% ($980). $4,000 exceeds every cap.
- Licence and insurance. At $9,800 the job is over the Queensland licence and home warranty threshold ($3,300) and over the NSW licence threshold ($5,000).
- Insurer. If hail caused damage, the owner should lodge a claim and let the insurer assess before committing to any contractor.
The owner declines, lodges the insurance claim and reports the trader's conduct to the state fair trading body.
How to respond at the door
- Take a business card or name, ABN and licence number. Do not let them on the roof.
- Say you will get several quotes and talk to your insurer.
- Check the licence on the regulator's register after they leave.
- If you have signed, use your cooling-off rights in writing if you change your mind, and keep proof.
- Report aggressive or misleading behaviour.
Where to report
| Issue | Report to |
|---|---|
| Unlicensed roofing work | State building regulator (Building Commission NSW, BPC, QBCC, Building and Energy, CBS, CBOS, Access Canberra, NT Building Practitioners Board) |
| Breach of door-to-door rules or misleading claims | State fair trading body (NSW Fair Trading, Consumer Affairs Victoria, Office of Fair Trading Queensland, Consumer Protection WA and others) or the ACCC |
| A scam where money was taken | Your bank immediately; Scamwatch; police if appropriate |
| Insurance-related misconduct | Your insurer; ASIC; AFCA for a complaint about the insurer |
Frequently asked questions
Is it illegal to door-knock after a storm?
No. Door-to-door selling is legal if the trader follows the ACL rules and holds any licence required for the work.
The roofer started work during the cooling-off period. What now?
Contact your state fair trading body. Starting work or taking payment during the cooling-off period is generally a breach; you may have extra rights.
Can I put a "do not knock" sign on my door?
Yes. A trader who ignores a clear sign and approaches you may be breaching the ACL rules on visits.
My insurer's builder door-knocked me. Is that the same?
If your insurer arranged the visit in response to your claim, it is not an unsolicited approach. Confirm with the insurer that the person is from them.
Sources
- ACCC — door-to-door sales and unsolicited consumer agreements
- Scamwatch — reporting scams
- NSW Fair Trading — door-to-door sales in NSW
- Consumer Affairs Victoria — door-to-door sales and tradespeople
- Queensland Building and Construction Commission — licence search and storm advice
