Consumer charter

The Public Housing Consumer Services Charter tells you about your rights and responsibilities when looking for public housing or living in public housing. We've asked our tenants, service providers and our staff what they think, to make sure we all understand what quality service means for you.

You have a right to expect that we'll meet the commitments contained in this Charter. In turn, we expect that you will meet your responsibilities.

Friendly service

We will:

• greet you courteously 
• identify ourselves 
• speak plainly and avoid jargon 
• provide an interpreter if needed 
• assist with disability access to our service 
• listen carefully to your needs 
• provide you with up to date information 
• put you in touch with the right person to address your needs as soon as possible 
• link you with other services that may help you 
• provide you with a name or call back reference number for further contact

Prompt service

We will:

• help you as quickly as possible 
• keep appointments 
• explain how we will make a decision about your enquiry or application, and how long a decision will take 
• contact you directly by telephone or in writing when a decision is made 
• answer your written enquiries within ten working days 
• give you a time by which repairs you ask for will be done

Fairness

We will:

• inform you of your rights and responsibilities 
• explain the housing options available to you 
• apply our policies fairly 
• respect your privacy 
• not discriminate against you 
• respect and respond appropriately to your culture

Honesty and integrity

We will:

• be reliable and professional at all times
• treat you with respect and dignity
• record information accurately and store it safely
• let you know the reasons for our decisions
• explain how you can seek a review if you are unhappy with a decision we make
• explain how you can make a complaint if you are unhappy with the service we provide
  

Improving our service

We will:

• ask you how we can improve our customer service
• consult regularly with tenants and tenants groups
• act on the feedback you give us
• give our staff the skills and training to meet these commitments and work to the department's values

How you can help us

You have a responsibility to:

• give us correct information about yourself and your situation 
• let us know if your circumstances change or if you require further assistance
• respect the rights of others, including our staff to feel safe
• respect the cultural backgrounds and privacy of others
• treat others, including our staff, with respect and dignity
• let us know if you cannot keep an appointment with us or with contractors who come to assist you with maintenance 
• meet your responsibilities as a tenant, including paying the rent, taking care of the property and respecting the rights of others in your local community 
• tell the Maintenance Call Centre when you need repairs to your property
  

If you believe that you have not been properly assisted you should contact your local housing office.

If you are still unhappy, ask for contact details for the regional Social Housing Advocacy and Support Program (SHASP) Provider.

For repairs or maintenance, please call the Maintenance Call Centre on 13 11 72.

This Public Housing Consumer Charter is also available in the following languages:

 Amharic (PDF Size: 66kb, pages 3)
Arabic (PDF Size: 88kb, pages 3)
Chinese (PDF Size: 90kb, pages 3)
 Croatian (PDF Size: 80kb, pages 3)
Polish PDF Size: 108kb, pages 3)
Russian (PDF Size: 96kb, pages 4)
Serbian (PDF Size: 92kb, pages 3)
Somali (PDF Size: 25kb, pages 3)
Spanish (PDF Size: 18kb, pages 3)
 Tigrinya (PDF Size: 131kb, pages 3)
Turkish (PDF Size: 104kb, pages 3)
Vietnamese (PDF Size: 96kb, pages 3