Holding the VBA to Account

Complaints

Our commitment to you

At the VBA, we want our services to be timely and effective for all Victorians. We also know that an effective complaints-handling process contributes to improved services and better outcomes for the community.

If you are a building practitioner, plumber, supplier or member of the public and you are not satisfied with our employees, products, services, or our handling of a complaint, or, you wish to raise an integrity matter,  please let us know.

You can call our complaints hotline on 1300 30 45 64, access the website, or send your complaint to integrityvba@stopline.com.au.



As an organisation, we will endeavour to ensure your complaint is handled as respectfully and efficiently as possible. Please note, VBA staff do not have to tolerate and have the right to terminate any communication that amounts to any form of harassment, disrespect, intimidation or abuse.

Directing your complaint to the right area

The VBA manages many types of complaints, including those related to our services, staff and conduct. Several matters are handled via their own processes. Before making a general complaint, please check the following list to make sure your complaint is directed to the appropriate area.

Practitioners complaints

To make a complaint about a building practitioner or plumber, please lodge your complaint via VBA360

Public Interest Disclosures

At the VBA, we are proud of our ethical standards, and we are committed to the highest standards of public service in regulating the building and plumbing industries. However, every organisation is susceptible to fraud and corruption.

VBA employees, consumers and anyone in the building and plumbing industries are encouraged to make disclosures of misconduct if they believe someone at the VBA is carrying out fraud or corruption.

The Public Interest Disclosure Act 2012 (the Act) helps people to make disclosures of improper conduct by public officers and public bodies, and provides protection to people who make disclosures. The Act sets out a system for the disclosed matters to be investigated and enables rectifying action to be taken.

The VBA will work collaboratively with Independent Broad-based Anti-corruption Commission (IBAC) to ensure that any person who makes a disclosure is protected. Any allegations that someone has suffered reprisals from a VBA employee for making a disclosure will be reported to IBAC. We will take disciplinary action if an allegation is substantiated.

How to make a disclosure

You can make a disclosure alleging improper conduct, corruption or detrimental action by the VBA or any of its employees or officers by contacting IBAC or the Victorian Ombudsman:

IBAC
Telephone 1300 735 135

Or write to:
IBAC
Level 1, North Tower
459 Collins Street
Melbourne VIC 3000

Victorian Ombudsman
Telephone 9613 6222 or 1800 806 314 (regional areas)

Or write to:
Victorian Ombudsman
Level 2, 570 Bourke Street
Melbourne VIC 3000

Further information

Further information is available by contacting our Public Interest Disclosure Coordinator.
Telephone 1300 815 127
Email integrity@vba.vic.gov.au

Or write to:
Public Interest Disclosure Coordinator
Victorian Building Authority
Goods Shed North
733 Bourke Street
Docklands VIC 3008

Other Matters