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Published: February 2025
Last updated: February 2025

Client Service Charter

Our services are delivered in accordance with our client service charter.

Our commitment to renters

Tenants Victoria is committed to providing the best possible services to renters. As part of this commitment, you have the right to:

  • Be treated with respect
  • Be treated fairly and without discrimination
  • Be informed about what information we will ask you to share and how we will protect your confidentiality and privacy 
  • Receive high quality, reliable programs and services provided by appropriately skilled people

In return, we ask that you treat our staff and volunteers with respect. We may end a service if our team receive disrespectful, abusive or aggressive treatment.

Our values

Collaborative: we work with you and other services to get the best result for you 

Optimistic: We engage with you and other services and systems hopeful for the best solution 

Effective: We are continuously improving our services and programs based on feedback from renters and partners 

Kind: We listen and operate with compassion and respect 

How to get the most out of our services

  • If you can, explore our website for information about your renting situation and options
  • Check if you are eligible for our services on our eligibility page
  • If you are working with a community worker, they can help you understand your options or assist in making an appointment
  • If you call our service for help, have a pen and paper or electronic notepad ready
  • Be prepared for wait times, as our phone lines are in high demand, and our other services are appointment-based
  • Let us know if you are no longer able to attend an appointment or receive a call from us

If you have feedback or a complaint, use our feedback form.

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