FEEDBACK
How can we improve our service?
Compliments, complaints or suggestions, we’d like to hear it.
The Department of Housing is committed to providing a quality service to all of its customers.
We want to know how we are doing and any ideas you have on how to do things better.
If you have any feedback, suggestions, complaints or compliments about our service, staff or products we would like to hear from you.
Provide us with the feedback we need to provide you with a better service for the future.
Compliments and Suggestions
By telling us what services you are happy with or suggesting how we can do things better, you can help us to provide a better service in the future.
If you would like to compliment the Department or one of its staff members or have an idea on how we can do things better, let us know by:
- Complete the on-line feedback form
- telephoning or visiting a Department of Housing office;
- mailing a letter or feedback form.
Your compliments and suggestions will be considered by the relevant Manager and used as part of the Department’s ongoing commitment to improving the service of all its customers.
Complaints
We want to know if you are unhappy or dissatisfied with:
- The level of service you have received
- The quality of product we provide
- DHW policies and procedures that affect you.
How to make a complaint:
- Complete the on-line feedback form
- Telephone or visit a Department of Housing office
- Mail a letter or feedback form.
What happens next?
The Department’s Customer Feedback Coordinator will send you an acknowledgement of your feedback and advise you of a date by which you can expect a reply.
The Department of Housing will assign an independent officer to investigate your complaint and provide you with a response.
You will be given the opportunity to provide feedback on our response and how your complaint was handled.
Your complaint will be used as part of business planning processes to improve how we provide our service to you.
Complaining about decisions
If you disagree with a decision made by the Department you should contact the area responsible for that decision to discuss your concerns. You may submit a complaint or any feedback regarding the policy or process used to come to a decision. However, appealing a decision or having a decision changed can only be done by dealing directly with the office concerned.
Can I remain anonymous?
You may choose to submit complaints without providing your name and/or contact information. However, if you do not provide either of these, the Department will not be able to provide you with a response to your complaint.
If you are complaining about the conduct of a staff member you may choose not to be identified to that staff member. However, if you choose not to be identified, the investigation and action taken in relation to your complaint may be limited.
What if I am still not happy?
If you are dissatisfied with the Department's response to your complaint you can discuss your concerns with the responding officer of the Customer Feedback Coordinator on 1800 257 677 (toll free).
you with a better service.
Why we want your feedback.
The Department of Housing is committed to delivering a high quality of customer care through friendly, courteous, fair and efficient service and by providing consistent and accurate information. To do this properly we need your help.
The Department respects the rights of its customers to complain about services, policies and products provided. We also welcome compliments and suggestions. Whether you are making a complaint, making a suggestion or paying a compliment, your feedback is the key to providing opportunities to improve our products and service delivery.
Access a copy of the brochure "How can we improve our service?" in PDF format (99 kB). More information on PDFs.
