Complaints and Feedback
You can make a complaint about our services or a decision we made.
We take complaints seriously and use them to improve.
How to make a complaint
First, speak to your Property Manager.
You can also contact our office:
• in person
• by phone
• in writing
We will confirm your complaint within 2 working days.
And we aim to respond within 5 working days.
If the issue is not resolved
If you are not satisfied, you can make a formal complaint or appeal.
A member of the senior leadership team will investigate your complaint.
We will give you a written response.
It helps if you include:
• what happened, including dates and times
• the outcome you seek
If you still disagree
If your complaint is not resolved within 30 days, you can contact the Victorian Housing Registrar.
They can review complaints that meet their rules.
Privacy
We handle complaints in a private and respectful way.
Your information is stored securely.
We only share information when needed to respond to your complaint or if required by law.
Our approach
We aim to:
• be fair
• respond on time
• explain our decisions clearly