Cheltenham paving contractor guide: consumer protection and trade bodies

Government & regulatory

• Consumer Affairs Victoria (CAV)

  State agency that advises consumers and traders on their rights, registers and licenses businesses, conciliates disputes, and enforces consumer laws in Victoria. It also runs a Building Information Line for free advice.

• Building and Plumbing Commission (BPC)

  Victorian state regulator that replaced the Victorian Building Authority on 1 July 2025. It registers building practitioners, investigates complaints, disciplines practitioners who breach the Building Act 1993, sets minimum building standards, and maintains a public register so consumers can check a builder's or plumber's credentials and compliance history.

Industry & professional associations

• Federation of Master Builders (FMB)

  UK-wide trade association, founded in 1941, that represents an estimated 42,000 small and medium-sized building firms across England, Northern Ireland, Scotland and Wales. It is independent and non-profit, and members must pass a professional vetting and inspection process before joining.

Consumer protection

• Domestic Building Dispute Resolution Victoria (DBDRV)

  Free government conciliation service, now operating under the BPC, for disputes between homeowners and builders over domestic building work, including paving and other trades. It can issue legally binding dispute resolution orders and certificates.

  Phone: 1300 557 559

• Citizens Advice

  National UK charity offering free, independent advice on consumer rights, including disputes with paving and building contractors. It shares information with Trading Standards to support wider consumer protection enforcement.

  Phone: 0808 223 1133 (Welsh language: 0808 223 1144), Monday to Friday, 9am to 5pm

Legal help

This is general information, not legal advice. Speak to a qualified professional about your specific situation.

• Victorian Civil and Administrative Tribunal (VCAT)

  Tribunal that hears domestic building disputes between property owners, builders, sub-contractors and other building practitioners or warranty insurers. Applicants must first go through DBDRV and get a certificate of conciliation before applying to VCAT.

• Law Institute of Victoria (LIV)

  Membership body for solicitors in Victoria that can connect people with legal services suited to their needs, including disputes over building and paving contracts.

Financial assistance

This is general information, not financial advice. Confirm eligibility and terms directly with each program.

• Domestic Building Insurance (DBI) via Building and Plumbing Commission

  Warranty insurance scheme for domestic building work in Victoria, now administered by the BPC, covering homeowners if a builder cannot complete or fix defective work.