We made 5 recommendations to departments to address 2 issues. The relevant agencies have accepted our recommendations in full or in principle.

Download a PDF copy of Appendix D: Building dispute flowchart.

Download a PDF copy of Appendix C: Audit scope and method.

Download a PDF copy of Appendix B: Abbreviations, acronyms and glossary.

Download a PDF copy of Appendix A: Submissions and comments.

DBDRV has resolved 7,484 domestic building disputes from April 2017 to October 2023. It resolved them more cost-effectively than if they had gone to VCAT.

Until recently, DBDRV could not demonstrate from its reporting that it is meeting all its intended outcomes.

DBDRV says that it aims to offer a free, fair and fast service. DBDRV's service is free for consumers and procedurally fair. However, DBDRV is not meeting its benchmark for the time it takes to allocate a case to an officer. 

In April 2017, the Victorian Government established DBDRV to resolve disputes between building owners and their builders before they reach a court or tribunal. There were 92,158 domestic building permits in 2022. A 2016 survey found that one in 4 builds involve a dispute between the owner and builder.

This section summarises our key findings. Sections 2 and 3 detail our complete findings, including supporting evidence.

When reaching our conclusions, we consulted with Domestic Building Dispute Resolution Victoria (DBDRV), other audited agencies and the Victorian Civil and Administrative Tribunal (VCAT) and considered their views. The agencies’ full responses are in Appendix A.

We made 5 recommendations to address 4 issues. Domestic Building Dispute Resolution Victoria has accepted all in full.