VCAT uses Dynamics 365 to resolve 70% of rental dispute matters early

The Victorian Civil and Administrative Tribunal (VCAT) resolves civil, administrative, and tenancy disputes across the Australian state of Victoria. It provides a faster, less formal, and more affordable process than the courts and handles 70,000–90,000 cases a year. Before the COVID-19 pandemic, VCAT was trying to manage this volume using processes not designed for scale or flexibility.

Case management was heavily paper based across VCAT’s multiple jurisdictions, and the underlying software was decades old and highly customized, which made it difficult to maintain or adapt. Applications submitted online were often printed and added to physical files, alongside forms and supporting documents that were either handwritten or emailed.

The pandemic made these issues more acute. Paper files could not be accessed remotely, disrupting operations and contributing to growing case backlogs. This exposed the risks of relying on physical records and highlighted the need for secure digital alternatives that could support remote work while appropriately handling sensitive information.

“We had a heavy reliance on paper at the onset of the pandemic, when people had to work remotely, and we didn’t have digital files,” says Zoe Dyson, Executive Director, Experience, Strategy and Transformation at VCAT. “The urgency to be able to work remotely was quite clear.”

Delivering digital transformation across the organization

VCAT set out to implement a complex enterprise-wide digitization program, using a phased approach while maintaining live tribunal operations. Now almost complete, the program has led to the implementation of a cloud-based digital case management system built on Microsoft technology to replace fragmented legacy systems and manual workflows with a single, integrated platform.

At the solution’s core is Dynamics 365, which provides end-to-end case management, supported by Power Pages for external self-service portals and SharePoint for structured document management. Azure Integration Services connects these components and integrates with external systems such as payment gateways, while Microsoft Fabric delivers centralized reporting and analytics.

VCAT also deployed Microsoft Teams calling to replace its aging Private Automatic Branch Exchange system, alongside Dynamics 365 Contact Center, a cloud-based solution that embeds phone calls directly into case workflows. This allows staff to better manage the interaction, capture transcripts and maintain a complete record of interactions within each case.

A decision to bring the program in-house in its first phase gave VCAT the agility to change scope as it learned and set delivery cadences that suited the business, all while regular tribunal operations continued. Since the first list rollout on the platform—the Civil Claims List—in late 2023, VCAT has delivered almost 40 major go-lives, none of which have failed.

Paper files were replaced with digital records, removing the need to print, store and manually re-enter information. Workflows such as application intake, case allocation, and order generation were automated, reducing delays and duplication. These changes mean Victorians can now lodge applications online, track progress, and interact with VCAT through a single digital channel, significantly improving their user experience.

Internally, staff gained real-time visibility of case data, task queues, and automated milestones to manage workloads more effectively. The platform supports consistent processes while remaining flexible enough to adapt to the many types of disputes that VCAT handles.

“It was a true co-creation. We could control the scope and priorities of the features, which generated a lot of internal positivity around the systems,” says Dyson.

Supporting a more accessible justice system for residents

One high-profile deployment on this foundation is Rental Dispute Resolution Victoria (RDRV), a new service announced by the Victorian Government in October 2024 as part of its housing statement. RDRV was designed to give renters and rental providers a faster, less formal way to resolve disputes, reducing the need for a hearing where the parties are willing to negotiate.

VCAT stood up the service on its existing Dynamics 365 Customer Service foundation and took it live in June 2025. As part of the new service, VCAT established a dedicated intake officer capability, built on Dynamics 365 Contact Center, which extends the customer service foundation to manage voice enquiries. Relevant parties can submit applications online, track their progress, and interact with the tribunal more efficiently.

“Participation of renters in disputes has gone up 30% already. We also have around 70% of cases now being resolved by managers facilitating discussions, rather than via a hearing,” explains Dyson.

Organizations have also benefited from VCAT’s work. In April 2026, it launched a business portal account designed for real estate agencies that manage disputes on behalf of multiple landlords. Agencies with several offices, teams, and regular staff turnover needed a way to allocate and reallocate cases across their organization without compromising privacy.

VCAT designed a hierarchy model that allows an appointed administrator to manage access, and obtained independent legal advice to ensure the privacy settings were appropriate. “The technical solution was fairly quickly designed, but we took some time to get independent legal advice to ensure privacy was protected,” says Dyson. “The business portal account has been really, really well received.”

Processing up to 90,000 cases a year with streamlined digital workflows

Replacing paper files and legacy workflows with a unified digital system has significantly improved operational efficiency, helping VCAT to better serve the Victorian community. Automation of milestones, task queues, and notifications has reduced administrative overhead, while integrated document management ensures all case information is centrally accessible. Staff can now manage cases without switching systems or handling physical files, all of which improves their workplace experience.

“It’s a very digital way of working now—staff can manage the data, send notifications, and handle cases end to end in one system,” says Kranthi Nugur, Program Director at VCAT.

This has enhanced consistency and speed across case handling, helping VCAT manage high volumes more effectively while reducing reliance on manual processes. The implementation has also improved both the efficiency and experience of VCAT staff. With real-time access to case information, integrated communications, and automated workflows, staff can focus more on resolving disputes than on administrative tasks.

The ability to extend the case management system with a fully integrated contact center solution from Dynamics 365 has been particularly important for RDRV intake officers. Staff can access call histories, transcripts and case data in one place, ensuring continuity even if a case officer is unavailable. This reduces the need for users to repeat information and supports more consistent service delivery.

“That continuity of the customer’s journey is probably the critical driver,” says Dyson. “You don’t have to re-explain your situation when you get in touch with VCAT.”

Importantly, staff adoption has been strong, and others are enthusiastic to gain access. “People are calling and asking when they’re going to get the case management system, which was not the case when we started, and we have consistent adoption above 85%,” Dyson says. 

With enterprise-wide digitization almost complete, VCAT is turning its attention to what the data can tell it. It is progressing work to implement Synapse and apply machine learning to caseload prediction, service-level forecasting, and case complexity analysis.

“We’re focused on leveraging our new data for better service planning and data-led service improvement,” says Dyson. 

Discover more about the Victorian Civil and Administrative Tribunal on LinkedIn and YouTube.