In Victoria, aggrieved customers have to go through DBDRV before they can go to VCAT, which just adds to the wait.
According to the DBDRV website
https://www.dbdrv.vic.gov.au/dispute-resolution-process
the dispute resolution process is reportedly 'confidential' and material discussed can't apparently be used as evidence at a future VCAT hearing,
however there are exceptions to be mindful of
As per:
http://www6.austlii.edu.au/cgi-bin/view ... /s46c.html
"any written communication from the conciliation officer to any of the parties to the dispute can be used at a VCAT dispute"
so don't delete any email correspondence from the conciliation officer when you get your notice of decision