How we can help
Our dispute resolution process
We impartially guide parties of a dispute to reach a resolution that they can both agree to
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Step 01
Apply for assistance
If you’re unsuccessful in resolving a matter yourself, you can apply for our impartial assistance.
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Step 02
Preliminary dispute resolution assistance
A Dispute Resolution Officer will contact both parties and attempt to resolve the matter.
34% of matters are resolved at this stage *FY2023-24 -
Step 03
Participate in mediation
If both parties agree, we’ll appoint an impartial mediator who’ll bring the parties together to seek a resolution.
74%* success rate and 84%* satisfaction rate. *FY2023-24 -
Step 04
Agree to an outcome
If the mediation is successful, both parties will sign terms of settlement. This is legally binding.
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Step 05
Apply for a certificate
If settlement is not achieved, mediation ends and either party may request a certificate to take the matter to the Victorian Civil and Administrative Tribunal (VCAT).
Five-year lease waiver certificates
Retail tenants have the right to a five-year lease but can opt for a shorter period. This is a popular choice for those wanting to trial a business idea in a premises. If the duration of the lease is for a period of at least 12 months and less than 5 years, tenants must apply to the Victorian Small Business Commission for a five-year waiver certificate.
Apply for waiver certificate
