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Complaints handling process

When things go wrong, you deserve to have your concerns heard promptly, professionally, and courteously. Here's exactly how we handle them.

Adopted: April 2026 · Review date: April 2027

Purpose

Sunlight & Shelter is committed to providing high-quality architectural services. When things go wrong, we believe clients deserve to have their concerns heard promptly, professionally, and courteously. This document sets out our procedure for handling complaints in accordance with Clause 16 of the Victorian Architects Code of Professional Conduct (Schedule 1, Architects Regulations 2026).

What is a complaint?

A complaint is any expression of dissatisfaction about a service we have provided, the way we have communicated with you, our fees, or any other aspect of our professional conduct. You do not need to use the word "complaint" — if you are unhappy and want us to respond, we will treat it as a complaint.

How to make a complaint

Complaints can be made:

You may also ask someone to make the complaint on your behalf. In that case, please include your name, project name or reference, a description of the concern, and any relevant dates or documents.

What happens after you make a complaint

Step 1 — Acknowledgement (within 3 business days)

We will acknowledge your complaint in writing within 3 business days of receiving it. The acknowledgement will confirm that your complaint has been received and outline the next steps.

Step 2 — Assessment and investigation (within 10 business days)

We will review the complaint, gather any relevant documents, and assess the situation. Where clarification is needed, we may contact you with questions. Our aim is to provide a substantive written response — including our findings and any proposed resolution — within 10 business days of the acknowledgement.

If the matter is complex and requires more time, we will let you know the reason for the delay and give you a revised timeframe before the 10-business-day period expires.

Step 3 — Resolution

Our response will clearly state:

  • Our understanding of the complaint
  • Our findings
  • Any action we propose to take, or why we consider no action is required
  • Any offer of remedy (such as an explanation, apology, revised work, or fee adjustment)

We aim to resolve all complaints fairly and in a way that restores your confidence in our services.

Dispute resolution

If you are not satisfied with our response, or if we cannot reach agreement, the following options are available:

Mediation

We are willing to engage in mediation through a neutral third party if both parties agree. Mediation is a confidential, voluntary process that can often resolve disputes more quickly and informally than formal proceedings. Costs of mediation are typically shared equally unless otherwise agreed.

Mediators can be sourced through:

  • Resolution Institute: resolution.institute
  • Victorian Bar Mediation Centre
  • Australian Disputes Centre

Consumer Affairs Victoria

For disputes relating to consumer contracts, you may also contact Consumer Affairs Victoria at consumer.vic.gov.au or on 1300 558 181.

Victorian Civil and Administrative Tribunal (VCAT)

If mediation is unsuccessful or not appropriate, disputes about services or fees may be referred to VCAT at vcat.vic.gov.au or on 1300 018 228.

Making a complaint to the Architects Registration Board of Victoria (ARBV)

If you believe an architect has engaged in unprofessional conduct, been careless or incompetent, or has breached the Architects Act 1991 or the Architects Regulations 2026, you may make a complaint directly to the Architects Registration Board of Victoria (ARBV).

The ARBV is the statutory body responsible for regulating the architectural profession in Victoria. It can investigate complaints about professional conduct and fitness to practise, and may refer matters to the Architects Tribunal.

Please note: the ARBV does not resolve consumer disputes or award compensation — its role is regulatory.

Contact the ARBV:

  • Website: arbv.vic.gov.au
  • Phone: 03 9417 4444
  • Email: via the website contact form
  • Post: Architects Registration Board of Victoria, PO Box 536, Collins Street West VIC 8007

You can make a complaint to the ARBV at any time — you do not need to go through our internal process first.

Confidentiality

All complaints will be handled with discretion. Information about your complaint will only be used to investigate and respond to it. We will not disclose complaint details to third parties without your consent, unless required by law or requested by the ARBV in the exercise of its statutory powers.

Record keeping

We keep a written record of all complaints received, including the nature of the complaint, our response, and how it was resolved. Records are retained for a minimum of 10 years in accordance with Clause 15 of the Code.

Continuous improvement

We treat complaints as an opportunity to improve. Where a complaint reveals a gap in our processes, communication, or service quality, we will take steps to address it.

Contact

For any questions about this process, please contact:

Brodie Norris Sunlight & Shelter brodie@sunlightandshelter.com.au +61 4 3600 1012 20 North Road, Newport VIC 3015 ARBV Registration No. 801663

This procedure is reviewed annually and updated as required to reflect changes in legislation or practice.