Making a complaint

One of the ways we monitor the quality of the services we provide to you is through your feedback.  We appreciate hearing about when we have done something well, but equally we want to know when something has not been done well.  We treat all complaints seriously and undertake to follow through on investigating and responding to you on the outcome where the complaint is about the Housing Call Centre (HCC), or to refer your complaint to the local housing office for follow up if appropriate.

If you are not happy with the way the HCC has handled your call, you are able to make a complaint by phoning the HCC on 131172 - the person who answers the phone can take the details of your complaint.  You can also make a complaint to the HCC by email callcentre@dhs.vic.gov.au, or by letter, addressed to the Call Centre Manager, Housing Call Centre, P O Box 933, Moe 3825.

Please note that we try to answer all calls quickly, but sometimes there may be a backlog of calls and you may be required to wait. This is generally the case when a particular area has experienced a severe storm resulting in damage to many properties or in times of peak demand, like 9am.  Remember we are open from 7am to 7pm Monday to Friday to take your calls.

Contractors - if the contractor has not attended to fix your maintenance problem within the timeframe we have given you or you think they have not completed the work properly, please call us on 131172 so we can follow up for you.

If you are still not happy about the work the contractor has done or about the contractor's behaviour, you are able to lodge a formal complaint by contacting your local housing office.