CatholicCare understands the importance and value of tenants being involved in the CatholicCare Housing’s decision making processes about issues that affect them.  Tenants are encouraged to provide feedback through exit interviews, meetings of tenants, annual surveys and informal social events. We also understand that feedback from tenants provides the organisation with an ongoing measure of how well it is meeting the housing needs of tenants, how contractors are doing their work and tenants views on policy issues that the organisation may be considering.

Feedback

Feedback to CatholicCare Housing may be provided by means of:

• verbal (telephone or face to face)
• written, via electronic media
• in groups rather than individually or anonymously
• meetings
• one-off feedback activities to encourage tenants’ views on the issue/s in question.

In addition to these mechanisms, below are further avenues for you or your advocate to provide direct feedback:

• When we conduct your annual property condition inspections
• When we attend to any maintenance and repair work at your property
• Whenever staff are at your property.

Complaints & Appeals

Whether it is a compliment, a suggestion, a complaint we want to hear from you. Whatever the issue, CatholicCare is committed to treating your communication with us with respect, professionalism and confidentiality.

Compliments and suggestions

Feedback from our tenants is important to us so we know what we are doing right and what we need to improve. If you have any suggestions or compliments, please feel free to contact us and let us know by completing our annual survey, speaking to your CatholicCare Worker or contacting the Housing Manager.

Complaints & Appeals

If you have a problem about the quality of service, you should raise the issue with us. There are two ways of doing this:

1. Verbally
2. In writing

Verbal complaints

Our preferred option is that you initially contact us via phone or visit our offices to discuss your issue. We will find the most appropriate person to investigate the issue and where possible work towards a resolution.

In writing

A written complaint can be lodged if you are dissatisfied with the outcome from your discussions with us. The process to lodge a written complaint is:

1. Send a letter or email to the attention of the Manager or Director to info@catholiccare.cg.org.au or complete CatholicCare Complaint Form which is available at any of our offices or our website.
2. CatholicCare will acknowledge the complaint within 2 working days of receiving it.
3. Your complaint will be investigated and you will receive a written response within 28 days.

If you are still unhappy with the action taken you have the right to approach:

Human Services Registrar on 02 6207 5474

ACT Civil and Administrative Tribunal ACAT is also a way you can seek to resolve any disputes on 6207 1740 or visit www.acat.act.gov.au

Appeals

An appeal is a request to have a specific decision reviewed. If you disagree with a decision made by CatholicCare, you have the right to lodge an appeal. Generally, the decisions that can be appealed are those made under CatholicCare Housing Policies. The sorts of decisions that can be appealed are:

• rent subsidy assessment
• application for housing transfer
• property modifications relating to medical needs
• absence from a dwelling

Level 1 – Internal Appeal

If you are not satisfied with the original decision made by CatholicCare, you have the right to request that the decision be reviewed by CatholicCare’s Deputy Chief Executive Officer by sending us a letter or email. The Deputy Chief Executive Officer will review your case and the decision made. You will be advised in writing of the outcome of this appeal within 20 working days.

Level 2 – External Appeal

As well as the internal review and appeal process, tenants also have the right to access an independent review process if they are unhappy with the decision of their housing providers. The process for appeals will follow the requirements stipulated in the Residential Tenancy Act.