Repairs come up in every rental agreement - but if things aren’t getting fixed, we can help.

A rental property should be safe and kept in good condition. If something stops working and isn’t fixed quickly, it can cause dangerous and expensive damage. And if there’s a disagreement over who is responsible for maintenance, it isn’t always clear who needs to do what. 

When repairs need to be made in a rental property, it is important to understand whether the repair is classified as urgent or non-urgent. 

Rental providers must make urgent repairs immediately. Repairs that are considered to be urgent include: 

  • burst water service 
  • blocked or broken toilet system
  • serious roof leak 
  • gas leak 
  • dangerous electrical fault 
  • flooding or serious flood damage 
  • serious storm or fire damage 
  • An essential service or appliance for hot water, water, cooking, heating, or laundering is not working 
  • the gas, electricity or water supply is not working 
  • a cooling appliance or service provided by the rental provider is not working 
  • the property does not meet minimum standards 
  • a safety-related device, such as a smoke alarm or pool fence, is not working 
  • an appliance, fitting or fixture that is not working and causes a lot of water to be wasted 
  • any fault or damage in the property that makes it unsafe or insecure, including pests, mould or damp caused by or related to the building structure 
  • a serious problem with a lift or staircase. 

Rental providers are responsible for keeping the property in good condition, but renters must report non-urgent damage as soon as possible. Rental providers must arrange for general, non-urgent repairs to be fixed after receiving a written request from the renter. If a rental provider doesn’t act on this repair request within 14 days, RDRV can step in to help. 

RDRV suggests that renters should not use an application for urgent repairs as a way of seeking compensation for repairs to the home that they have paid for. 

RDRV helps both renters and rental providers with maintenance-related issues, particularly when it comes to urgent repairs. We review the information provided, talk to both sides, and help reach an outcome that follows Victorian rental laws. You can also speak with Consumer Affairs Victoria who can provide information about addressing non-urgent and urgent repairs in a rental property.

Tips for handling repair issues

  • For renters

    For renters

    • Always report urgent repair issues in writing and keep a copy  

    • Take photos of any damage or repair problems  

    • If you’re being asked to pay for damage you didn’t cause, ask for evidence  

    • Discuss the issue with your rental provider or property manager first, and see if you can agree on way to resolve the repair issue 

    • Apply to RDRV if you need help getting the issue resolved 

  • For rental providers

    For rental providers

    • Keep records of repair requests and your response times  

    • Arrange urgent repairs quickly to avoid legal and financial consequences  

    • If a renter reports a problem, tell them when and how it will be fixed  

    • If you and the renter can’t agree, apply to RDRV for assistance 

How we help

If your rental property needs repairs and they’re not being done, we can review what’s happened and clarify the process on what needs to be done. We can also help settle disagreements over who needs to pay for what. 

When you apply, a Resolution Coordinator will: 

  • Explain your rights and responsibilities under Victorian rental laws 
  • Contact the other party to understand their position and review any evidence 
  • Help both sides work towards an agreement 

How does RDRV work?

RDRV is a specialist rental dispute resolution and case management service provided by VCAT.

Using myRDRV, our online portal, can help you save time. We can work with you face-to-face or remotely, so you can choose to sort things out from anywhere that's convenient.

Here's how it works:

  1. Step1: Submit an application

    If you have a rental dispute, you can apply online through myRDRV, our online portal. You’ll need to provide your details and some basic information about what happened.

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  2. Step 2: Case review

    Once your application is submitted, an RDRV Resolution Coordinator will review the information and get in touch with you to discuss your options​.

    Illustration of a person reviewing a rental dispute cases or application

  3. Step 3: Resolution process

    RDRV communicates with both parties - renters and rental providers - to try and find a fair solution. We use mediation and negotiation techniques to help everyone involved come to an agreement that complies with rental laws​.

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What if we can’t agree?

Most disputes can be resolved by RDRV. If an agreement can’t be reached, the parties may need to go to a hearing.

If you need to go to a hearing, standard application fees will apply.

Your RDRV Resolution Coordinator will help you through the entire process. They’ll let the right people know what has happened with your application so far and that you have not reached an agreement. The Resolution Coordinator will help you to prepare a hearing and answer your questions.

Need help with Repair disputes?

If you’re having trouble resolving your Repair disputes, you can apply to RDRV for help. Just fill in your details and one of our Resolution Coordinators will be in touch. 

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Who is responsible for rental repairs? 

The Consumer Affairs Victoria website provides detailed information regarding repairs in rental properties. 

Urgent repairs 

In Victoria, rental properties must meet minimum standards, as outlined by Consumer Affairs Victoria. 

Rental providers must arrange urgent repairs quickly. If they don’t, renters can pay for the repair themselves, up to $2,500, and request reimbursement within 7 days. 

See above for a list of issues considered to be urgent and non-urgent repairs.

Frequently asked questions

  • If repairs are not completed within the required timeframe, renters can apply to RDRV for assistance. For urgent issues, renters can arrange repairs themselves (up to $2,500) and request reimbursement.

  • Renters are responsible for any damage they (or their guests) cause, but not for normal wear and tear. If there is a dispute over responsibility for paying the costs of repairs, RDRV can help review the issue.

  • If no agreement is reached, RDRV will outline the next steps, including how to take the matter to a hearing if needed.

  • All disputes about rental repairs in Victoria must be submitted through RDRV first. This is a requirement under new legislation as part of the Victorian Government’s 2024-2034 Housing Statement.

  • After you apply to RDRV, we’ll do everything we can to help you find a solution to your repair dispute. However, in some more complex cases, a dispute may end up having to go to a hearing. If this happens, your RDRV Resolution Coordinator will support you through the process and provide everything you have given us to the right people. This will make the process faster, so you don’t have to provide the same information twice. You will need to give evidence and present your story to a Member at the hearing.

    If you have to go to a hearing, you will may have to pay an application fee. You can find information about costs, concessions, and discounts here.