ARBV's Service Charter

Established in 1923, the ARBV administers the Architects Act 1991 (Vic) (‘the Act’) and Architect Regulations 2015 (Vic).

The Act establishes the framework for the regulation of architects in Victoria and has as its purposes:

• to provide for the registration of architects
• to provide for the approval of partnerships and companies providing architectural services
• to regulate the professional conduct of architects
• to provide a procedure for handling complaints against architects
• to regulate the use of the terms “architect”, “architectural services”, “architectural design services” and “architectural design”
• to establish the Architects Registration Board of Victoria.

The ARBV's vision is for a well-designed, liveable and safe built environment for Victorians.

The ARBV operates in accordance with the Victorian Public Sector Values of:

Responsiveness

• providing high quality services to the Victorian community
• identifying and promoting best practice
• providing frank, impartial, and timely advice to the Government and Board

Integrity

• being honest, open, and transparent in all dealings
• using powers responsibly
• reporting improper conduct
• avoiding any real or apparent conflicts of interest
• striving to earn and sustain a high level of public trust

Impartiality

• making decisions and providing advice on merit and without bias, caprice, favouritism, or self interest
• acting fairly by objectively considering all relevant facts and fair criteria
• implementing Government policies and programs equitably

Accountability

• working to clear objectives in a transparent manner
• accepting responsibility for decisions and actions
• seeking to achieve best use of resources
• submitting to appropriate scrutiny

Respect

• treating others fairly and objectively
• ensuring freedom from discrimination, harassment, and bullying
• using feedback to improve outcomes on an ongoing basis

Leadership

• actively implementing, promoting, and supporting these values

Human Rights

• making decisions and providing advice consistent with human rights
• actively implementing, promoting, and supporting human rights

Responsiveness

• We will respond promptly to your enquiries through our phone and email service.
• We aim to respond to phone enquiries and emails within 3 business days and written correspondence within 10 working days.
• We will provide accurate and up to date information in response to enquiries.
• We will manage all registration applications efficiently and finalise complete and routine applications for registration within 6 weeks.
• We will keep complainants informed about the progress of their complaint and the expected timeframe for finalisation.
• We will acknowledge complaints about the ARBV within 3 days and respond to those complaints within 4 weeks.

Quality service

• We will give you clear and straightforward information about the ARBV, including information on how to register as an architect in Victoria, make an enquiry or complaint, or respond to a complaint.
• We will keep an up-to-date Register of Architects in Victoria.
• We will handle all complaints about the conduct of architects fairly and efficiently.
• We will keep you informed about the progress of your enquiry, application, or complaint.
• We will tailor our response to your accessibility needs where possible.
• We will provide linkages and referral to other government information relevant to your needs where reasonably practicable.

Confidentiality

• We will have systems in place to protect your confidential information.
• We will treat all information received in accordance with the Privacy and Data Protection Act 2014.

Transparency

• We will be open and transparent about our processes.
• We will provide consistent and clear information across our communication channels.
• Our staff and Board will disclose conflicts of interest, and comply with the VPS code of conduct.
• We will give you access to your personal information if you request it.
• We will publish clear and current information on our website.

Professionalism and Respect

• Our dealings with you will be conducted with integrity, honesty and respect.
• Our staff will be informative and helpful and responsive to feedback you may wish to provide.
• When you contact us, the person who responds to your enquiry will give you their name.
• We will be inclusive and treat every member of the public equally.
• We will endeavour to ensure we are accessible for those with disabilities and culturally diverse backgrounds.

To enable us to provide you with a high level of service when you contact us, we ask that you:

• consider the information provided on what we can and can’t do
• consider accessing information and publications on our website before contacting us
• give us accurate and complete information and where possible supporting documentation
• respond to us within agreed timeframes
• treat our staff with courtesy and respect.

To help our team deliver service that meets your needs, we ask that:

• you treat our staff with professional courtesy and respect
• provide relevant, accurate and complete information, so we can respond quickly and process enquiries and requests as quickly and efficiently as possible
• respond promptly to our information requests so that we can complete our work in a timely manner
• we are advised when you need to speak to a staff member who has specific expertise, and
• we are advised of any language or learning barriers, so that we can tailor our communications to interact with you in the most appropriate manner.

Our website is a great place to find general information on registration pathways, architect registration, information on complaints against architects and information on engaging an architect.

What we can and can’t do

We can:

• Monitor the standard of architectural education in Victorian universities.
• Register individuals, companies and partnerships who wish to provide architectural services.
• Provide guidance on architects' professional conduct and practice.
• Discipline architects for unprofessional conduct.

We can’t:

• Provide legal or financial advice.
• Assist you with resolving a dispute with your architect.
• Resolve contractual disputes.
• Order architects to pay compensation.

Feedback includes compliments, complaints, suggestions or any information about our services or performance.

You can provide feedback or make a complaint by contacting us. Complaints regarding an architect or individual providing architectural services, should be made via our online complaint form.

Should you have a complaint about the ARBV, we appreciate you providing us with the first opportunity to resolve it.

All people have the right to raise concerns and make legitimate complaints and expect that the issues raised will be handled in a fair, confidential and responsive manner, free from repercussion or prejudice.

Clearly explaining the issue and what you think should be done to fix it will assist us. Please include copies of any relevant documents. At the conclusion of a formal complaint, you will receive our decision in writing.

If you are still not satisfied, you may ask for a review of our handling of the matter or contact the Victorian Ombudsman. You also have the option to write to our Minister or your local Member of Parliament.

Making a complaint will not affect your relationship with us.

All feedback provided to the ARBV will be added to a feedback register. This will assist us in making improvements to systems and processes.

If a matter relates to allegations of misconduct or corruption of ARBV officers, it will be dealt with under our Public Interest Disclosures Procedure and should be referred to the Independent Broad-based Anti-corruption Commission (IBAC).

The Privacy and Data Protection Act 2014 provides a legal framework for the collection, use, disclosure and holding of personal information.

The Freedom of Information Act 1982 provides a framework for providing access to government documents, while balancing the protection of essential public interests and the private and business affairs of persons whose information is held by government agencies.

The ARBV's Privacy Policy is available on our website, along with our collection statement.

For further information about Freedom of Information and making a request for information, please see our FOI webpage.