Damning report into Victoria's building regulator exposes failures to protect homeowners

An independent review has exposed serious failings in how Victoria's building industry regulator handled complaints from swindled homeowners.

Transcript

00:00We've all heard a horror story about a builder or trying to get a housing project complete,

00:07and what this report shows is not only is this happening in Victoria, but also the regulator

00:13that's supposed to step in and help house owners is failing them.

00:17So this was an independent review that was commissioned by the Victorian Building Authority's

00:21CEO Anna Cronin, and in this report we learn of seven case studies where serious complaints

00:28were made about builders, and when these homeowners, including families, went to the

00:33regulator for help, it only made life more difficult.

00:37In some cases complaints were lost altogether, inspections were not complete, and in internal

00:42documents we learn that the authority referred to some of the homeowners as trying to stir

00:48up trouble or emotional.

00:51Now this whole process has created, according to the report, lots of distress for these

00:56homeowners.

00:57In one example, a homeowner was left waiting two years after making a complaint to the

01:02authority only to find out that the complaint had gone missing, and the authority told them

01:08that a complaint had never been lodged.

01:11The Victorian government says it's going to overhaul the authority and replace it altogether

01:15with a watchdog that will have more power over builders.

01:19It says this will give more confidence to homeowners and also open up access for them

01:23to insurance.

01:25How and when this will happen is yet to be known.

01:28The Victorian opposition says it's not enough, and Jacinta Allen, the Premier, should apologise

01:33to the homeowners.

01:35The authority CEO has apologised and says that some of the cases as a result of this

01:40investigation will reopen.

01:42She also says she's sorry that they were dealt with such a lack of empathy, and some of these

01:48cases, unfortunately, it's too late.