Domestic Building Dispute Resolution Victoria ('DBDRV') is an independent government agency that provides free services to help resolve domestic (residential) building disputes.
What types of complaints can you make?
DBDRV helps resolve disputes about domestic building work in Victoria.
You can complain about:
- Defective or incomplete work: Bad quality work done with leaks, cracks, or unfinished projects.
- Delays: Work taking much longer than agreed without a good reason.
- Payment disputes: Being charged for work that is unfinished or not being paid after completing work.
- Breach of legal warranties: If a builder’s work was not done with the minimum legal standards: skill, on time, fit for purpose, and compliant with law.
- Unapproved changes: Builder makes changes without written approval.
- Wrong or substandard materials: Using cheaper or unsafe products instead of those in the contract.
- Damage caused during work: Builders damaging property and refusing to fix it.
- Unsafe or unlawful work: Breaches of building codes or permit conditions.
- Missing documents: Builders or subcontractors failing to provide contracts, permits, or insurance certificates.
- Unregistered or unlicensed builders: Builders or subcontractors not legally registered.
- Communication breakdowns: Builders refusing to respond to calls or emails.
- Breach of DBDRV notices or orders: Ignoring stop work notices or dispute resolution orders.
- Trust fund disputes: Money in the DBDRV trust fund being mishandled.
Jurisdiction:
DBDRV can deal with complaints about domestic building work in Victoria.
Time Limits:
You must complain within 10 years of the building work being completed.
DBDRV will not deal with complaints about:
- Work outside Victoria.
- Disputes more than 10 years old.
- Issues where you haven’t first tried to resolve with the other party.
- Single trade jobs (like plumbing, tiling, or fencing) unless part of bigger works.
- Subcontractor issues with builders.
- Design work/plans only.
- Matters already decided by VCAT or a court.
- Work not classed as “domestic building” (e.g. commercial, farm sheds, animal shelters).
- Insurance disputes, planning permits, or neighbour issues.
- Applications made before April 2017 to Building Advice and Conciliation Victoria (BACV).
Who can you make a complaint against?
You can make a complaint against:
- Builders: Individuals or companies contracted for residential building work.
- Registered building practitioners: Project managers, surveyors, or engineers.
- Subcontractors: Only if you contracted with them directly.
- Architects: If engaged to manage or supervise building work.
- Homeowners/clients: Builders can complain if owners refuse to pay or breach the contract.
- Owner-builders: If they managed the work and caused issues.
DBDRV will not deal with complaints against:
Real estate agents, developers (unless also the builder), insurers, banks, councils, tenants, or unregistered designers.
Are you eligible to make a complaint?
You can complain if you are a homeowner, builder, subcontractor, architect, or engineer involved in the building process.
Before you lodge a complaint:
DBDRV requires you to show that you attempted to resolve the dispute with the other party directly.
Can you complain on behalf of someone else?
No. Complaints cannot be made on behalf of someone else. If you did not sign the building contract, DBDRV cannot take a complaint from you.
Additional Information:
DBDRV services are free, you do not need a lawyer, but you can seek legal advice.
What can this body do to help?
This body can provide or facilitate:
- Conciliation: Brings parties together to try to resolve the dispute.
- Record of agreement: Sets out agreed actions (e.g. fix work, pay money).
- Certificates of conciliation: Issued if disputes remain unresolved, allowing escalation to VCAT.
- Dispute Resolution Orders (DROs): Binding orders requiring builders or owners to take specific actions.
- Building assessments: Expert inspections to check if work is defective or incomplete.
- Trust fund management: Hold and release money securely.
- Referrals: May refer serious breaches to the Victorian Building Authority (VBA).
- Recovery of costs: DBDRV can recover costs for building assessments, expert reports & inspections.
Important to note: DBDRV cannot award compensation for stress, fine or punish people, cancel contracts, or handle non-building issues like planning permits or fences.
How to prepare your complaint:
Format:
Complaints can be lodged online or by mail.
Personal details:
- Provide your name, email and phone number.
- You can complain anonymously online, but DBDRV will not be able to contact you.
Respondent’s details:
Provide information about the party who the complaint is against.
Relevant facts:
Provide details about what happened, including the building address, and communication you have had with the other party with supporting documents if you have any.
Lodging your complaint and next steps:
Where to lodge a complaint:
- Online: fill in the online form.
- By post: PO Box 430, Port Melbourne VIC 3207.
- Receipt: Online applicants get a reference number and confirmation email. Postal applicants will be contacted by phone.
Assessment:
DBDRV checks if your dispute is within jurisdiction and suitable for conciliation.
Conciliation:
Facilitated discussion with both parties, sometimes with an assessor.
Building assessment:
If needed, an inspector reviews the work.
Outcomes:
Agreement, dispute resolution order, or certificate allowing you to take the matter to VCAT.
More information:
Refer to the factsheet provided below for more information.
