Service Charter

What you can expect from us

Quality responsive services

We value your time; and will attend to you as quickly as possible.

This means, we are committed to:

• answering our phone promptly
• meeting with you at the office that is closest to your home
• connecting you to the right person who can handle your enquiry, in the instance that the first person you speak to is unable to answer your question
• responding to your letters and emails
• professionally handling your complaints or appeals. We have a dedicated Complaints Manager who will work with you to understand and address your concerns.

Contact: contact@amelie.org.au | tel:+1800 950 575 or write to:
Privacy Officer, Level 5, 73-75 Dunmore St, Wentworthville NSW 2145

Courtesy and respect

We value you and will treat you courtesy and respect.

Fair and equal services

We celebrate and value the diversity in our community; and belief everyone should be treated fairly. We are committed to providing fair and equitable services, in facilities that you can easily access.

Accountability

We understand the importance of meeting our word and keeping you informed. We will do our best to guide you through our processes, procedures and decision-making. If we cannot assist you personally, we will put you in contact with someone who can.

Confidentiality

Your privacy is important to us and your personal information will be handled with care.

Any information we collect pertaining to your application, tenancy or support agreement will be handled with sensitivity and confidentiality.  

We may disclose your personal information to government agencies, our service providers, agents, contractors, partner support agencies, business partners and other recipients from time to time - only if one or more of the following apply:

• you have consented
• you would reasonably expect us to use or disclose your personal information in this way
• we are authorised or required to do so by law
• disclosure will lessen or prevent a serious threat to the life, health or safety of an individual or to public safety
• where another permitted general situation or permitted health situation exception applies
• disclosure is reasonably necessary for a law enforcement related activity.

How you can assist us

Tell us your needs

Talk to our staff or participate in our consultation activities and home visits, so we can better understand your needs and make sure that you are receiving the best possible service from us. We will listen to you!

Tell us if things change for you

Please keep us informed if there are changes in your circumstances, income, living arrangements or personal details.

Tell us how we are doing

Your voice matters! We take feedback, complaints and appeals seriously. If you would like to lodge a complaint, appeal a decision, 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 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.