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Feedback, Complaints and Appeals
SVdP Society Housing has an established Complaints and Appeals Handling Program that is designed to:
- Encourage constructive feedback from parties external to us
- Provide a complainant with access to an open and responsive complaints handling process
- Enhance our ability to capture and resolve complaints in a consistent, systematic and responsive manner
- Enhance our ability to identify systematic and recurring problems and to continually improve our internal systems and controls
- Assist us in maintaining a customer-focused approach to resolving complaints, while improving our staff’s ability to work with customers.
We take feedback, complaints and appeals seriously.
If you would like to lodge a complaint, appeal or provide feedback on what we do well or what we can improve, there are several ways you can do this:
- Use our online Feedback, Complaints and Appeals form
- Call us on 1800 950 575 (free call).
Note: Some charges may apply for mobile users. - Access independent support.
If you need assistance in making a complaint, appealing a decision or providing feedback you can ask a nominated person to help you. You will just need to provide consent for staff to talk with another nominated person on your behalf. - Participate in our Tenant Survey.
You can contact us about Complaints, Appeals or your personal information by:
Email: contact@amelie.org.au | Phone: 1800 950 575 or write to:
Privacy Officer - Level 5, 73-75 Dunmore St, Wentworthville NSW 2145
If you would like to receive independent support when lodging an appeal, complaint or providing feedback, you can do this by making contact with the relevant tenant advocacy service in your state/territory:
Independent Tenant Advocacy Services
For tenancy advice please contact your local Tenants' Advice and Advocacy Service by entering your suburb or postcode on the interactive map. Callers to the Tenants' Union will be referred to their local service.
Tenancy advice is also available via the Tenants’ Advice Line on 1800 251 101, which operates on Mondays 10am-1pm and Thursdays 2-5pm.
For tenancy information, you can also check out their factsheets and other resources.
RentRight SA is a free, independent service helping people maintain their tenancies in private rental, community housing or public housing.
Tenancy Advisors are available Monday – Friday from 8 am – 8 pm. Free call: 1800 060 462.
If you need legal assistance on a private tenancy matter please phone the Tenants Advice Service on 1300 402 512 or visit https://www.legalaidact.org.au/tasact
The Tenancy Advice Line (phone) operates:
8.30am to 7.00pm Monday to Thursday
8.30am to 5.00pm Friday
Email: TAS@legalaidact.org.au
Appeals
An appeal is a request to review a decision made by us in relation to your tenancy or housing.
There are two types of appeals:
- Internal – appeals directly to Amélie Housing. If you are not happy with the outcome of this appeal, you could then lodge an external appeal.
- External – appeals through the independent body (in your state or territory).
You can lodge an appeal if you are unhappy about a decision we have made in relation to your:
- Eligibility for housing
- Rental subsidy calculations
- Housing offer
- Housing transfer
- Tenant charges
- Absence from a dwelling
An appeal is different to a complaint. Complaints are made about the type or standard of service we have provided to you.
- Use our online Feedback, Complaints and Appeals form
- Complete the Appeals Form in your Tenant Welcome Pack and return using the reply-paid envelope.
If you need assistance lodging an appeal, please do not hesitate to:
- Phone: 1800 950 575
- Email: admin@amelie.org.au
- Contact your support/case worker or a tenant advocate. In this case, you will need to provide us with your consent to exchange information with them prior to us being able to discuss your case.
- Access Interpreting Services where required: 131 450.
Once your appeal has been reviewed, you will be notified about the outcome in writing.
For more information, about Appeals, please refer to our Complaints & Appeals policy.
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