Find the best point of contact for VBA consumer complaints, enquiries and feedback

The Victorian Building Authority (VBA) handles a wide range of consumer complaints, enquiries and feedback. Find out who your best point of contact will be.

The Authority receives complaints and tip-offs from consumers about potentially harmful building and plumbing work or practitioners, including breaches and offenses under the Building Act 1993, the Building Regulations 2018 and the Plumbing Regulations 2018. These insights provide vital intelligence and helps target our regulatory effort towards specific practitioners and potential safety or compliance risks. We are concerned with:

  • the achievement of compliance with relevant building and plumbing legislation.
  • the conduct of building and plumbing practitioners.
  • illegal building and plumbing work from unregistered or unlicensed practitioners.

The Authority works closely with other regulators in the system, such as Consumer Affairs Victoria (CAV) and Domestic Building Dispute Resolution Victoria (DBDRV), to provide consumers with a coordinated approach to how we regulate.

At the VBA, we are committed to providing a respectful and safe environment for both our customers and staff. Please be advised that we have a strict zero-tolerance policy towards inappropriate and aggressive behaviour. Our team is here to assist you with professionalism and courtesy, and we expect the same in return. We appreciate your understanding and cooperation.

Problems and complaints

There are many different things that can go wrong during building and plumbing projects, such as misunderstandings between property owners and builders or plumbers, contractual disputes or work that doesn’t comply with building legislation.

Depending on the nature of your problem, there are different organisations who can help you with your issue.

Consumers are encouraged to visit the VBA problems and complaints web page to find the right organisation or VBA channel for your problem or complaint.

The VBA’s online portal – VBA360

The VBA’s online portal, VBA360, allows consumers to lodge and track complaints relating to building and plumbing practitioners.

Complaints lodged via the portal should be made after all avenues to resolve the matter have been exhausted with your practitioner, or you do not receive a response from the relevant parties, such as your relevant building surveyor, builder, plumber or local council.

Please ensure that prior to lodging your complaint, you prepare any documentation or evidence you wish to include as part of your application.

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