If a problem arises when working with a Master Pool Builders Association Australia member, this may be as a result of poor communication, poor workmanship or issues beyond our control.

As an Association, we endeavour to assist the consumer and our member to reach a mutually satisfactory resolution. MPBAA encourages every member to listen to their customers' concerns and try to resolve any issues. If this does not work, our advice is to follow these steps:

  • Talk to the MPBAA member that you have chosen to work with. If your relationship can continue to be amicable, this is the best, fastest and the most cost efficient way to resolve the issue.
  • If the relationship has soured and you require assistance in approaching the MPBAA member, please contact us. We will gladly speak to our member on your behalf.
  • If there is a disagreement over the nature of the problem, we suggest that you seek independent advice. This independent expert should be able to identify the problem and advise what needs to occur to rectify the problem.
  • A report from an independent expert may be required to assist both you and the MPBAA member to negotiate the best solution to resolve the issue.  

A Victorian Government service called the Domestic Building Dispute Resolution Victoria (DBDRV) commenced on Wednesday 26 April 2017. 

Domestic Building Dispute Resolution Victoria (DBDRV) is a government service which helps resolve domestic building disputes.

The DBDRV makes it easier for both consumers and builders to access a tailored dispute resolution service, which is free, fair and fast.

Qualified and experienced conciliators, known as Dispute Resolution Officers, help the clients of the DBDRV reach a resolution to their dispute. The Dispute Resolution Officers are supported by independent building experts, known as Assessors.

The aim of the DBDRV is to resolve disputes as informally as possible, but if agreement cannot be reached through conciliation, the DBDRV has the legislative power to issue binding orders to finalise the dispute.

The DBDRV is an independent business unit within the Department of Justice and Regulation and is part of the portfolio of the Minister for Consumer Affairs.

It is also a part of the broader framework of the Victorian Government’s oversight of the residential building sector.  Other Victorian Government stakeholders include the Victorian Building Authority, Consumer Affairs Victoria and the Victorian Managed Insurance Authority.  

You can access further information about the DBDRV here: www.dbdrv.vic.gov.au.  Alternatively, contact the Building Information Line on 1300 55 75 59 between 9am – 5pm, Monday to Friday (excluding public holidays).

Building Disputes

We also encourage you to email your complaint to us at This email address is being protected from spambots. You need JavaScript enabled to view it. as it is important for the integrity of all of our members - and the industry generally - to know and monitor members that consistently attract complaints.

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