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  1. Housing.vic.gov.au
  2. Public renters
  3. Maintenance and repairs

Maintenance complaints

Need urgent housing?
If you are in immediate danger Call 000.
Are you homeless or at risk of homelessness?
Call 1800 825 955
Free 24 hour phone line. Someone will take your call to get you help nearby. If after hours, they will refer you to the Salvation Army Crisis Services.
Are you escaping family violence?
Call 1800 015 188
Free 24 hour phone line. Someone will take your call from Safe Steps Family Violence Response Centre.
If you are not happy with the way the Housing Call Centre has handled your call, you can make a complaint.

Your feedback helps us monitor the quality of our work.

We appreciate hearing when we have done something well. We also want to know when we haven't.

You can also make a complaint about a maintenance contractor's service or quality of work.

All complaints are confidential and treated seriously.

Complaints about contractors

If a contractor has not completed your maintenance in the time we gave you, or you are unhappy with the quality of the work, call the Housing Call Centre on 13 11 72 to follow this up. 

If you are still unhappy with the contractor's work or behaviour you may lodge a formal complaint. To do this, contact your local housing office.

How to make a complaint

By phone

Telephone: 13 11 72. 

Monday to Friday, 7 am to 7 pm.

If you have a complaint about a contractor or their work, we will take the details. If we decide an inspection is needed, we will refer your complaint to your local office for follow up.

If you have a complaint about the Housing Call Centre's service, we will transfer your call to a senior member of the team to take the details. We will then investigate and respond to you with the outcome.

By email

Email: callcentre@dffh.vic.gov.au

By mail

Write to the Call Centre Manager:
Housing Call Centre
PO Box 102 
Morwell VIC 3840

What happens next?

We will:

  • Acknowledge receipt of your complaint within 2 working days
  • Write to you with the outcome of your complaint within 10 working days.

Advice and help for renters

If you are still not happy about a maintenance or urgent repair issue, you can take the matter further.

The Victorian Civil and Administrative Tribunal (VCAT) decides on disputes between residential rental providers and renters. You may apply to have your matter heard. See renting a home page on the VCAT website for details.

To find out about your rights and responsibilities, see: