Repairs come up in every rental agreement but if things aren’t getting fixed, and you've tried to talk to your rental provider, 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, for example your gutters or a pool, it isn’t always clear who needs to do what.
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.
RDRV helps both renters and rental providers with maintenance-related issues, particularly when it comes to urgent repairs. You can also speak with Consumer Affairs Victoria (CAV) who can provide information about addressing non-urgent and urgent repairs in a rental property.
How we handle your case
Your resolution coordinator will handle your case from the time you apply until it is resolved. They will review your information and contact all parties so they can understand both sides, and help you reach a fair outcome. Many cases are resolved through facilitated discussion or mediation, without the need for a VCAT hearing.
Apply
If your dispute is about bond, compensation, excessive rent or repairs, apply for help via myRDRV.
Case review
Once we have assigned a resolution coordinator to your case, they will review the details, then contact you to discuss your options.
Resolution
We work with both parties to help you negotiate a fair outcome. If you cannot agree, we will help you get a decision at a hearing.
Need help with your repairs dispute dispute?
If you’re having trouble resolving your repairs dispute dispute, you can apply for help. Once we have assigned a resolution coordinator to your case, they will review the details, then contact you to discuss your options.
Who is responsible for rental repairs
When repairs need to be made in a rental property, it is important to understand which types of repairs the law considers urgent and non-urgent. The Consumer Affairs Victoria (CAV) website provides detailed information regarding repairs in rental properties.
Urgent repairs
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.
In Victoria, rental properties must meet minimum standards, and 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. If they refuse to reimburse for urgent repairs, the renter can submit a compensation claim.
If you're a renter and you've paid for urgent repairs that your rental provider is legally responsible for, you can submit a claim for compensation. Only create a repairs dispute if the repairs have not been done yet.
Non urgent repairs
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.
Tips for handling repair issues
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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
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Keep records of repair requests and your response times
Arrange urgent repairs quickly to avoid legal and financial consequences
Read about who’s responsible for repairs
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
Additional information
This section gives you extra guidance that might help with your situation. It includes useful context, related rights and responsibilities, and other details that can support your decision making.
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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.
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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.
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If no agreement is reached, RDRV will outline the next steps, including how to take the matter to a hearing if needed.
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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.
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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.