Issue Resolution Process
In accordance with guidelines published by Consumer Affairs Victoria, our issue resolution process is as follows:
1. STEP ONE: Contact your client Liaison Executive.
Email your new home consultant directly or call 03 7036 7370
Your new home consultant will respond to you within 2 business days.
2. STEP TWO: Write to us.
If you unable to resolve your concerns with your Client Liaison Executive, please write a letter to us or send us an email formally outlining the issue. Please include details of your new home build, any photographs or supporting documents.
We will respond to you within 7 business days.
3. STEP THREE: Application for Dispute Resolution.
If after following steps 1 and 2 you are unable to resolve your issue with us, you can lodge an online application for dispute resolution through the Domestic Building Dispute Resolution Victoria (DBDRV). (ph: 1300 55 75 59).
Some websites which may be of Assistance:
- CSIRO – www.csiro.au
- Victorian Building Authority – www.vba.vic.gov.au
- Consumer Affairs Victoria – www.consumer.vic.gov.au
- Domestic Building Dispute Resolution Victoria – www.dbdrv.vic.gov.au
- Master Builders Association – www.mbav.com.au
- Housing Industry Association – www.hia.com.au
- Consumer Affairs Victoria – www.consumer.vic.gov.au
- Australian Standards – www.standards.org.au
- Energy Safe Victoria – www.esv.vic.gov.au