Here are 7 common questions and answers in the category complaint process for the Swedish construction industry. Every answer is anchored in primary law (PBL, BBR, KTjL, AFS, ABS 18, AB 04) and authoritative guidance. The data is open and free to use with attribution.
A complaint must be made in writing to the business within a reasonable time after the defect is discovered, normally within two months. The complaint must describe the defect and invoke it as a fault in the service. Per Konsumenttjänstlagen 17 §, the ultimate complaint deadline is ten years.
Sources: KTjL 17 § · KTjL 18 §
Per Konsumenttjänstlagen 16 §, the consumer may demand rectification, price reduction, rescission of the contract, or damages. The business has the right to first remedy the defect if it can be done without significant inconvenience to the consumer, per KTjL 20 §.
Sources: KTjL 16 § · KTjL 20 §
A standalone construction contract under ABS 18 means the consumer engages a business for construction or installation work on a small house. The contract is governed by both Konsumenttjänstlagen and ABS 18 as a standard contract. The law is mandatory in the consumer's favour.
Sources: KTjL · ABS 18
Per ABS 18 clause 22, the contractor must remedy defects within a reasonable time after a complaint. What counts as reasonable depends on the scope of the defect but is usually a few weeks. For extensive defects the time may be longer but must match the nature of the matter.
Sources: ABS 18 p. 22 · KTjL 20 §
The consumer can rescind the contract if the defect is of material significance and the contractor does not remedy within a reasonable time, or in the case of material delay per KTjL 21 and 29 §§. For partially performed work, rescission can apply to the remaining part if the purpose of the service is frustrated.
Sources: KTjL 21 § · KTjL 29 §
The National Board for Consumer Disputes (ARN) hears disputes between consumer and business where the value exceeds 2,000 SEK. ARN's decisions are recommendations but are followed by the majority of companies. A complaint must be filed within one year of the first complaint.
Sources: ARN · Förordning 2015:739
The business may refuse rectification only if doing so would entail inconvenience or costs for them that are unreasonably large relative to the significance of the defect, per KTjL 20 § 2 st. In such cases the consumer is entitled to a price reduction or damages.
Sources: KTjL 20 §