Complaints about HCA

Initial contact

If you feel that we have not dealt with things properly or we have not provided you with the service you expected, then you can make a complaint. In most cases, these issues can be resolved quickly by talking to staff about them.

Customers may make a complaint to anyone in the organisation. We will try to deal with the issue straight away.

You have a right to complain anonymously. Our ability to investigate complaints may be limited where complainants are anonymous. If you do not provide us with contact details, we will not be able to update you on your complaint.

If you are unhappy about our services or want to complaint about a decision we have made, you can expect us to:

• record, investigate and try to resolve the matter
• let you know what is happening throughout the process
• deal fairly and effectively with your concern
• use information from complaints and appeals to review and improve the way we do things in the future.

Initially, your complaint will be sent to a staff member. They will contact you to discuss this directly, so please provide a daytime telephone number or email address.

Investigation

When we receive a formal complaint, we will acknowledge it within two working day and will refer it to the relevant staff member. We will check whether you need any kind of support, and we will explain the procedure.

Most complaints can be resolved within 10 working days, but sometimes it will take longer. In that case, we will write to you within 30 days outlining any future action to be taken.

We will provide a full written response in plain English. It will contain a summary of your complaint, our response including any action we are taking, an apology if appropriate, and details of how to appeal against our decision.

How do I send a compliment, complaint or feedback?

You can tell us your views:

• by telephoning customer services on 1300 312 447
• in person
• by completing the Enquiries, Complaints & Feedback form on our Contact Us page
• by letter, or
• by email to: [email protected]

Learn more about our Feedback and Complaints Policy here.

Read the Appeals Policy here.

Read the Managing Unreasonable Complaints or Complainant Conduct Policy here.

Read the Whistleblower Policy here.

Support

We accept complaints in any language. If a customer needs help to put their complaint in writing, or needs an interpreter to help them make a verbal complaint, we will make the necessary arrangements for this on request.

You may wish to engage an advocate to help you make a complaint to Housing Choices Australia. We have a list of advocates within our complaints brochure, or you may choose to find one elsewhere.

Appeals

You have the right to appeal a decision of Housing Choices in the handling of your complaint. If you wish to appeal our decision or response, you should let us know which parts of our decision you disagree with and why. Your appeal will be reviewed by a senior staff member who was not involved with the original investigation. The appointed manager will either:

• refer the complaint back to the service with a request to reconsider all or specific parts of the complaint
• investigate the matter and review the original decision
• advise that no further action will be taken, if they decide that the complaint has been dealt with fairly, and in accordance with our policies and procedures at the formal stage.

If you are unhappy with the management of your complaint or our response, you can make a formal complaint to:

Office of Housing Registrar 
Phone: 1300 650 172 
www.housingregistrar.vic.gov.au

Victorian Civil and Administrative Tribunal (VCAT)  
Phone: 03 9628 9800
www.vcat.vic.gov.au

VIC Ombudsman 
Phone: 1800 806 314
www.ombudsman.vic.gov.au/complaints/ 

VIC Equal Opportunity Human Rights Commission 
Phone: 1300 292 153 
www.humanrights.vic.gov.au