Victorian Building Authority

What types of complaints can you make?

You can complain to the VBA when building or plumbing work in Victoria breaches legal safety or quality standards, or when a registered practitioner acts improperly. The VBA enforces compliance; it doesn’t resolve private money or contract disputes.

You can complain about:

• Defective or non-compliant building work: work not to the Building Act/Regulations, National Construction Code or Australian Standards (e.g. unsafe structure, not to approved plans).
• Practitioner misconduct or offences: a registered builder/surveyor/inspector failing to obtain permits, falsifying documents, or not meeting professional obligations.
• Protection work failures affecting an adjoining property (e.g. no required underpinning or temporary supports).
• Siting/setback breaches: height, boundary setbacks or privacy non-compliance that unduly affects neighbours.
• Illegal building work: work requiring a registered practitioner being done by someone who is not lawfully registered.
• Defective or non-compliant plumbing work: unsafe/incorrect gas fitting, drainage, roofing (stormwater), etc.
• Missing/incorrect plumbing compliance certificates where a certificate is legally required.
• Unlicensed/unregistered plumbing work: plumbing done by someone without the proper VBA registration/licence.

The VBA will not handle:

• Private disputes without a legal breach (payments, refunds, contract terms, delays/communication alone).
• Planning or design objections (aesthetics, neighbourhood character)
• Matters already before a court or tribunal (e.g., VCAT).
• Issues regulated by other authorities, such as:
  • Electrical or gas appliance issues,
  • Health/safety/environment (e.g., asbestos, mould, pests, noise, pollution),
  • Insurance/warranty claims and architect design complaints (outside VBA’s remit).
• Work outside Victoria.

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Time limits:

There’s no strict legal deadline, but complain as soon as possible. Delay can limit what the VBA can do.

Discretion:

The VBA may decline complaints that lack detail/evidence, are trivial, don’t allege a breach of building/plumbing law, or are better handled by another body. You’re generally expected to try to resolve it first with the builder, plumber or surveyor.

Good to know:

• Most building approvals are issued/managed by private building surveyors; the VBA steps in where there are legal breaches.
• The VBA can discipline or prosecute practitioners and direct compliance, but it can’t order refunds, fix work, or settle contract disputes.
• Owner-builders must also meet legal standards—the VBA enforces this.
• Check a practitioner’s status on the VBA register before hiring.

Who can you make a complaint against?

You can complain to the VBA about individuals, businesses, or owner-builders who are legally required to be registered or licensed in Victoria and are carrying out building or plumbing work in Victoria.

Individuals:

• Registered or licensed building practitioners, including:
  • Builders
  • Building surveyors (private or municipal)
  • Building inspectors
  • Draftspersons (building design)
  • Engineers (when doing building work)
  • Quantity surveyors (when doing building work)
• Licensed or registered plumbers across all plumbing classes (e.g. gas fitting, drainage, roofing, water supply).

Companies or organisations:

• Registered building companies or partnerships carrying out building work in Victoria.
• Licensed plumbing businesses operating in Victoria.
• Companies that hold the relevant VBA registration and employ registered practitioners.

Owner-builders:

• Owner-builders with a VBA certificate of consent who fail to comply with building laws while working on their own property.

The VBA cannot accept complaints about:

• Builders, plumbers, or businesses that do not need to be registered/licensed (e.g. very minor works below legal thresholds).
• Practitioners registered only in other states/territories, unless they are doing regulated work in Victoria that requires Victorian registration.
• Real estate agents, strata managers, or property managers.
• Architects: these complaints go to the Architects Registration Board of Victoria (ARBV).
• Unlicensed electrical or gasfitters working on appliances (this is handled by Energy Safe Victoria).
• Councils and council officers, except when a municipal building surveyor is acting in their practitioner role.

Important to know:

• If someone is doing building or plumbing work illegally without the required registration/licence, the VBA can investigate.
• You can name multiple respondents in your complaint if both an individual and a company are involved.

Are you eligible to make a complaint?

Anyone can make a complaint to the VBA if it relates to building or plumbing work in Victoria, or the conduct of a practitioner registered or licensed in Victoria. You do not need to be the property owner.

Who can make a complaint:

• Property owners
• Tenants or occupants
• Neighbours affected by nearby building or plumbing work
• Builders, surveyors, or plumbers reporting another practitioner
• Members of the public raising safety concerns

There are no age, residency, or citizenship restrictions, as long as the complaint is about Victorian building or plumbing work.

Pre-requisite steps:

• You are expected to try resolving the issue directly with the builder, plumber, or surveyor first.
• For siting, setback, or boundary concerns, you should raise the issue with the relevant building surveyor before contacting the VBA.
• For private disputes (e.g. payment or contract issues), other bodies such as Consumer Affairs Victoria may be more appropriate.

Complaints on behalf of someone else:

You can make a complaint for another person, but the VBA may ask for proof of your authority (such as written consent, proof of relationship, or legal authority). Advocates, carers, or legal representatives can also assist.

The VBA will not accept complaints from:

• People complaining about work outside Victoria.
• People raising issues not related to building or plumbing work (e.g. neighbour arguments or service complaints).
• People complaining long after the issue, if evidence is no longer available.
• People not directly affected (although safety concerns from the public may still be considered, they are prioritised lower than direct complaints).

Important to know:

• The VBA keeps complaints confidential and protects people from victimisation.
• You can make an anonymous complaint, but this may limit what the VBA can do if more information is needed.
• Making a complaint to the VBA does not give you the right to personal compensation. The VBA’s role is regulation and enforcement, not resolving private disputes.

What can this body do to help?

The VBA’s role is to enforce building and plumbing standards and take action against practitioners who break the law. Its powers focus on compliance and public safety, not financial dispute resolution.

What the VBA can do:

• Investigate and discipline practitioners: If a builder, plumber, or other registered practitioner breaches the law, the VBA can issue warnings, fines, suspend or cancel their licence, place conditions on their registration, or refer serious cases for prosecution.
• Order practitioners to fix defective work: In some cases, the VBA can require builders or plumbers to repair unsafe or non-compliant work. This depends on the seriousness of the issue, whether it poses safety risks, and if the practitioner is still operating.
• Update the public register: Disciplinary actions are added to the VBA’s public register so consumers can see warnings, suspensions, or cancellations linked to a practitioner.
• Take court action: For serious or repeated breaches, the VBA can prosecute practitioners or businesses, which may result in heavy fines or court orders.

What the VBA cannot do:

• Order refunds, compensation, or damages.
• Mediate or resolve private disputes (such as contract or payment disagreements).
• Force a builder to finish work if it relates to a private agreement.

Important to know:

The VBA’s actions are about enforcing compliance, not guaranteeing a personal remedy for you. It can step in to protect public safety and uphold standards, but outcomes depend on evidence, the seriousness of the issue, and public interest.

How to prepare your complaint:

To make a complaint to the VBA, you should:

Your details:

‍Provide your name, address, phone and email. Anonymous complaints are allowed but may limit what the VBA can do.

Respondent’s details:

‍Name the builder/plumber/business and give the site address (and any contact details you have).

Relevant facts:

‍Explain what happened, when/where, who was involved, the impact, what you’ve already done, and what outcome you want. Attach clear, relevant evidence (photos, emails, reports, contracts).

What not to include:

‍Don’t provide false/misleading info, personal attacks or unrelated grievances—stick to facts about building/plumbing breaches.

Important:

‍The VBA will usually tell the builder, plumber or practitioner about your complaint and give them a chance to respond.

Other helpful notes:

‍The VBA first checks if your issue is within its powers. Minors can complain (a parent/guardian may need to authorise). If the issue is old, say why you’re reporting it now.

Lodging your complaint and next steps:

Where to lodge:

• Online form: VBA Complaint Form‍
• Post: Victorian Building Authority, GPO Box 536, Melbourne VIC 3001
• Phone (help only, not to lodge): 1300 067 088, Mon–Fri 8:30am–4:30pm (excl. public holidays)
• In person: by appointment if needed for accessibility

Acknowledgement:

‍You’ll usually get confirmation within 5 business days.

Assessment & investigation:

‍The VBA checks jurisdiction, may seek documents, contact the respondent, and/or inspect the site. Expect an update within 20 business days.

If a breach is found:

‍The VBA may direct rectification, take disciplinary action (warnings, fines, suspension/cancellation), or refer serious matters for prosecution.

Keep in mind:

‍Keep copies of everything; update the VBA if things change; provide all info up-front to avoid delays. Complaining to the VBA doesn’t remove your right to also take action elsewhere (e.g. VCAT).

More information:

Refer to the factsheet provided below for more information.