What to do now
If an urgent repair is needed at your Victorian rental:
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Contact your landlord or agent immediately. Use the emergency number from your lease. Explain the fault, send photos if you can, and keep a record of the time and what was said. Confirm the request in writing (email or text is fine).
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Check it is an urgent repair under section 72 of the Residential Tenancies Act 1997 (Vic). Consumer Affairs Victoria's official list is:
- Burst water service
- Blocked or broken toilet
- 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 landlord (the Act's rental provider) is not working
- The property does not meet minimum standards
- A safety-related device (smoke alarm, pool fence) is not working
- An appliance, fitting, or fixture that is wasting a lot of water
- A fault or damage that makes the premises unsafe or insecure, including pests, mould, or damp from the building structure
- A serious problem with a lift or staircase
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If the landlord arranges the repair, they must do it immediately. They pay.
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If there is no prompt response and the cost is $2,500 or less, you can organise and pay for the repair. Use a licensed tradesperson where the work requires a licence. Keep the invoice. Within 7 days of the repair, give written notice of the repair and the cost. The landlord then has 7 days from receiving that notice to reimburse you.
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If you are not paid, apply to RDRV (free). If it stays unresolved, RDRV helps you apply to VCAT for a compensation or compliance order under section 209AAB of the Residential Tenancies Act 1997 (Vic). Check the current residential tenancies fee on the VCAT fees page. RDRV is free.
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If the cost is more than $2,500, you cannot organise it yourself. Apply to RDRV. RDRV reviews those applications within 2 business days.
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Keep paying rent while you wait. Do not deduct the repair cost from rent as your first step. You can apply to RDRV for rent to go into Consumer Affairs Victoria's Rent Special Account until the issue is sorted.
Worked example
Jordan's rental has a burst water service on a Saturday evening. Water is flooding the kitchen. Jordan calls the emergency number on the lease (no answer), then texts and emails photos. After a couple of hours with no response, Jordan books a licensed plumber. The plumber fixes the burst pipe for $450.
Within 7 days Jordan gives the landlord written notice of the repair and the $450 cost, with the invoice and photos. The landlord has 7 days from receiving that notice to pay Jordan back. If the landlord does not pay, Jordan applies to RDRV (free), not by skipping the next rent. If RDRV cannot settle it, RDRV helps Jordan take it to VCAT under section 209AAB.
What is not an urgent repair
If the fault is not on the section 72 list, it is a non-urgent (general) repair (for example a dripping tap, a broken cupboard door, or a light fitting that is not a safety risk). Put the request in writing and date it. The landlord has 14 days from that request to do the work. Consumer Affairs Victoria can do a free repairs inspection if the landlord ignores a non-urgent request or you disagree about who is at fault (sections 74 and 75 of the Act). You can also go to RDRV, then VCAT if needed.
Paying rent during repairs
Consumer Affairs Victoria says keep paying rent while you wait for a repair or a reimbursement. If you need the rent held, apply to RDRV for it to go into CAV's Rent Special Account so the landlord does not receive it until the issue is resolved.
Where to get help
Consumer Affairs Victoria: 1300 558 181
Repairs in rental properties
RDRV: rdrv.vic.gov.au (free)
VCAT: vcat.vic.gov.au or 1300 018 228
Current fees
Tenants Victoria: 1800 068 860
tenantsvic.org.au