Designing Referrals - Launch Event

Introduction
Residential Dispute Resolution Victoria (RDRV) is a new, free service designed to help users resolve disputes without the need for a tribunal hearing. Launched in late June 2025, it offers a streamlined pathway to resolution. With proactive intake and case management as a signature feature, there is an opportunity to offer additional support through referrals to other services.

Why are we focusing on referrals?
Some users of RDRV may need extra support due to a range of factors. To ensure equitable access, meaningful engagement and positive outcomes, we are exploring how RDRV might facilitate referrals to other organisations. We'll also consider how we might assess the impact of these pathways for those receiving support and understand the potential demand that referrals might generate.

What to expect

The interactive session will:

• Unpack what currently happens when people need additional support

• Identify opportunities to strengthen access

• Explore how attendees might contribute to shaping future directions.

This is a time bound piece of work, and at the end of the 8 week process we’ll host a design debrief to share the emerging direction of travel, next steps and invite reflection on what’s been learned.

What this session isn’t
This won’t be a forum for learning about RDRV in detail or discussing specific cases. Instead, we’ll be zooming out to explore the broader referral challenge - how it feels, where it works well, and where it might be falling short. The session is best suited to those who understand the eco-system, the needs of users and are curious about how referral pathways might be improved.