Emergency Maintenance - What Counts as an Emergency (and What Doesn’t)

It can be stressful when something goes wrong at home, especially after hours. But in Victoria, the law clearly defines which issues are urgent repairs (requiring immediate action) and which are non-urgent (handled during regular hours). 

Understanding the difference protects your safety, avoids delays, and ensures the correct tradesperson is sent out. 

What is an Emergency?

1. Fault or breakdown of essential services 

• Water service 

• Gas supply 

• Electricity supply 

• Heating 

• Stove or oven 

• Hot water service 

• Refrigerator (if supplied with the property) 

• Air-conditioning service (if provided) 

Note: “Extreme heat” alone is not listed in the Act as an urgent repair unless it involves a breakdown of an existing cooling unit that forms part of the property’s services.

2. Serious water leaks or flooding

Legally urgent repairs include: 

• Burst water service 

• Flooding or serious water leaks 

• Dangerous roof leaks 

 3. Faults that make the property unsafe

• Faulty or dangerous electrical wiring 

• Fire or smoke damage 

• Gas leaks 

• Structural issues posing immediate danger (e.g., ceiling collapse, major cracks) 

Carbon monoxide alarms are not required by law in Victoria, but if one is provided and indicates danger, it should be treated as urgent due to safety concerns.

4. Security issues that expose the property

Urgent repairs include: 

• Broken door locks on external doors 

• Broken external windows 

• Failure of any security device supplied with the property 

If you cannot safely secure the home, it qualifies as an urgent repair.

5. Other legally defined urgent matters

• Blocked or broken toilets (if there is only one toilet in the home) 

• Serious faults in staircase, lift or common areas that impair access 

• Failure or breakdown of any appliance or fixture provided by the rental provider that is necessary for water, cooking, heating, or laundry 

What is Not an Urgent Repair 

These issues still matter but under Victorian law they are classified as non-urgent repairs, meaning they will be scheduled during business hours: 

• Dripping taps 

• Slow drains 

• A single faulty power point 

• Loose hinges, handles, or fixtures 

• Dishwasher not working 

• Air-conditioning that is running but not cooling well 

• Minor pest issues (ants, spiders, etc.) 

• Blown light globes 

• Washing machine issues 

Not Sure If It’s Urgent? Use the 3-Step Test

Ask yourself: 

Why Getting This Right Matters 

1. You maybe responsible forafter-hours callout costs - If you call an emergency tradesperson for something the law classifies as “non-urgent,” the rental provider may not be required to reimburse the cost. 
2. It ensures the right trade attends- Urgent issues areprioritised and handled faster. 
3. It protects your safety and the property-Knowing what qualifies as urgent helps prevent delays that could cause damage or hazards. 

When in doubt, reach out. Your property manager will guide you.