Complaints
Last updated 12 July 2026
Our services are provided under the trading name Brighton Plumbing Co. The legal entity you contract with is named in your quote and invoice.
Talk to us first
If something about our work or service is not right, tell us. Most problems are fixed fastest with a direct conversation. Contact us using the details on our Contact page, tell us the job address and what has gone wrong, and we aim to respond within 2 business days.
If the problem is with the work itself, we will usually arrange to come back and look at it before anything else.
Internal review
If you are not satisfied with our first response, ask for a written internal review. Put your complaint in writing, including what outcome you are looking for, and we will review it, respond in writing, and explain the reasons for our decision.
External options
If we cannot resolve the matter between us, you have external options in Victoria. Going to us first is not a requirement for using them, but it usually resolves things faster.
- Building and Plumbing Commission (BPC): regulates plumbing in Victoria, having taken over the functions of the Victorian Building Authority (VBA). Contact the BPC at bpc.vic.gov.au for complaints about the compliance or standard of plumbing work, or about a plumbing practitioner.
- Consumer Affairs Victoria: helps with consumer disputes about services, pricing, refunds and contracts. Visit consumer.vic.gov.au.
- Dispute resolution: the free government service that resolves domestic building work disputes between homeowners and tradespeople, including plumbing that forms part of domestic building work, formerly Domestic Building Dispute Resolution Victoria (DBDRV), now also sits with the Building and Plumbing Commission. Visit bpc.vic.gov.au.
Your consumer rights
Making a complaint does not affect your rights under the Australian Consumer Law, and nothing in this policy limits those rights.