How to lodge a tenant complaint in Victoria
In Victoria, tenants lodge complaints by first notifying the landlord or agent in writing, then contacting Consumer Affairs Victoria (CAV) for conciliation. If the dispute remains unresolved, the tenant applies to the Victorian Civil and Administrative Tribunal (VCAT) under the Residential Tenancies Act 1997 (Vic).
The framework
Residential Tenancies Act 1997 (Vic), Residential Tenancies Regulations 2021 (Vic), and the Victorian Civil and Administrative Tribunal Act 1998 (Vic).
The process
Identify the issue and gather evidence
Document the complaint — photographs, correspondence, receipts, and a written timeline. Identify which provision of the Residential Tenancies Act 1997 applies (e.g. s 68 for urgent repairs, s 63 for non-urgent repairs).
Notify the landlord or agent in writing
Send a written notice to the landlord or real estate agent describing the issue and requesting a remedy within a reasonable timeframe. Keep a copy of the notice and any response.
Contact Consumer Affairs Victoria
If the landlord does not respond or resolve the issue, contact Consumer Affairs Victoria on 1300 55 81 81 or via their online complaint form. CAV provides free information and may offer conciliation.
Attempt conciliation through CAV
CAV may facilitate a conciliation conference between the tenant and landlord. This is a voluntary process aimed at resolving the dispute without a tribunal hearing.
Prepare a VCAT application if conciliation fails
If the matter is not resolved through conciliation, prepare an application to VCAT. Identify the correct application type — Residential Tenancies List. Gather supporting documents.
Lodge the VCAT application
File the application online through the VCAT website or in person. Pay the applicable filing fee (reduced fees may apply for concession card holders). Standard filing fee is approximately $65.
Serve the application on the other party
VCAT will serve the application on the respondent (landlord or agent) in most cases. Confirm service has occurred and note the hearing date.
Prepare for the VCAT hearing
Organise evidence including photos, repair quotes, correspondence, and lease agreements. Prepare a chronological summary and identify witnesses if needed.
Attend the VCAT hearing
Attend the hearing in person, by phone, or via video link. Present your case and evidence. VCAT hearings are less formal than courts but follow procedural fairness principles.
Receive and enforce the VCAT order
VCAT will issue orders which may include compensation, rent reduction, compliance orders, or termination of the tenancy. Orders are legally binding and enforceable through the Magistrates Court if not complied with.
Forms and templates
Common mistakes
- Not notifying the landlord in writing before escalating
- Failing to keep copies of all correspondence and evidence
- Missing the distinction between urgent and non-urgent repairs under the Act
- Not attending the VCAT hearing (default orders may be made)
- Confusing CAV conciliation with a binding determination
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Quillio can help draft written notices to landlords, prepare VCAT application summaries, and organise evidence chronologies. Start a free trial at /free-trial.
This guide is general information, not legal advice. Tenancy disputes can involve complex factual and legal issues. Consider seeking advice from a tenants advocacy service or lawyer.
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