Published: October 2020
Last updated: November 2021

Client Service Charter

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


We will provide a safe and stress-free environment for all clients, visitors and staff. 

You will contribute to a safe and stress-free environment for all clients, visitors and staff. 

 We have zero tolerance for: 

  • Unwelcome physical contact 
  • Any form of violent behaviour 
  • Disrespectful, abusive, aggressive or threatening language or behaviour 
  • Use of alcohol or illegal substances on our premises 


We will treat all information we collect from you confidentially. 

  • We will collect, store, use and disclose your personal information in accordance with relevant Australian law.
  • Please refer to our Privacy Policy.

You will not enter work areas without a staff member.


We will treat you with courtesy and respect at all times. 

You will treat our staff and others at the service with courtesy and respect at all times. 


We will be fair, open and reasonable. 

We will give you clear, accurate and timely information or where possible refer you to a service that can assist you. 

You will: 

  • provide us information on time 
  • provide us with information in the manner we reasonably request (for example phone, email or hard copy, as appropriate)
  • give us details of any changes as soon as they happen 
  • tell us if you have any special needs 

You will feel free to tell us if you have: 

  • complaints about the service you have received, or if you feel you have not been treated fairly and reasonably 
  • suggestions on how we can improve our services 
  • compliments about a positive experience 

Tenants Victoria reserves the right to refuse to provide assistance to any client who does not comply with this Charter. 

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