The Swimming Pool & Spa Association of Victoria (SPASA) operates a volunteer-based Complaint process. This process has been initiated to assist consumers in obtaining an independent technical opinion - and potentially to assist with the resolution of a technical dispute.

This service is only available to consumers that have construction / installation issues, undertaken by financial Pool Builder category members of the association, and have had their works commenced under a SPASA Victoria Construction or Renovation Contract.

The association specifically does not involve itself in disputes of a contractual nature. If your issue is related to completion expectations, variations, etc – or any other matter ultimately determined by the SPASA Contract, an independent legal advisor is recommended.

It is strongly recommended that consumers do everything in their power to resolve the dispute directly with members, or through alternate means, including: The Victorian Law Institute P: 9607 9550 or VCAT P: 9628 9090 or Building Advice & Conciliation Victoria P: 1300 557 559.

The experience of the association is that the most common complaint does not relate to poor workmanship, but rather poor communication – usually based on misunderstandings or poorly communicated expectations. It is not the role of the association to intervene in these matters. The SPASA Complaints process is generally seen as an "avenue of last resort".   

SPASA cannot compel members to undertake any action recommended by this Complaints process. The association cannot force private entities to perform works it may deem as necessary or reasonable. Action is taken internally, if members are proven to have failed in providing what they are obliged to (legally and/or ethically).

Completion of the "SPASA Consumer Complaint Form" will provide SPASA with sufficient information to determine if, or how, it may be able to assist you. If legal representation has been engaged - or the matter has already been lodged with VCAT - SPASA is unable to proceed with the complaint.

SPASA will only consider a Complaint after all outstanding monies are banked into the SPASA Complaints Trust account. To remain impartial, SPASA engages the services of an independent pool industry technical consultant.

Again, we strongly encourage consumers to make every effort to resolve the dispute with the entity in which you have entered into a contractual arrangement. The process of resolving such disputes can be time consuming and often requires compromise by one or both parties.

If you wish to proceed with this formal complaint process, you may request a SPASA Consumer Complaint Form by filling in the request below. The SPASA Consumer Complaint Form must be fully completed and returned, together with a cheque for all unpaid monies, and a copy of the SPASA Contract - to this office.

Initial processing of Complaints usually takes 14 days after receipt of a fully completed SPASA Consumer Complaint Form, please delay contacting the association until this initial administrative period has elapsed.