Complaints and feedback process

• We will acknowledge all complaints we receive
• We will treat you with respect and courtesy at all times
• We will maintain the privacy and confidentiality of the issues you discuss with us
• We are committed to providing consistent and accurate information and advice
• We will be open and honest with you and follow through on our commitments
• We will tell you how we make our decisions and how you can check that we are being fair
• We value your feedback, and we will work with you to understand how to improve our services

We aim to resolve your concerns as quickly as possible. You should talk to the person you have been dealing with regarding your feedback or complaint.

If you are not satisfied with their response, you may:

Call us on (03) 9411 1444 on our renters support line. You can ask for an interpreter if you require one.

If you are deaf or have a hearing or speech impairment you can use the National Relay Service to call us over the internet.

Contact us online if you prefer to communicate electronically, by filling in our feedback form.

Write to us. If you prefer to write to us, it may take us longer to respond. All written correspondence should be addressed to:

Tenants Victoria
PO Box 18022
Melbourne, Vic 300

If your complaint relates to a breach of privacy contact us at privacyofficer@tenantsvic.org.au.

You may also be able to make a complaint to the Office of the Australian Information Commissioner: phone: 1300 363 992.

If you have a complaint, we will respond as quickly as possible. We will let you know if we can resolve the matter or whether we need more time to investigate. Sometimes this may mean we have to speak to someone who is handling your matter. We will keep you informed of the progress of your complaint.

We will use information from feedback or complaints to investigate individual issues and to improve our products and services.

We will contact you within 5 working days and respond to your feedback within 10 working days. However, time frames may vary depending on the complexity of the matter.

Our objective is to resolve your complaint. When we are unable to resolve a complaint to your satisfaction, we will explain why and let you know what other options you have.

If you are not happy with our response and your complaint relates to our legal service, you are able to take your complaint to the Victorian Legal Services Board + Commissioner (VLSB+C).

For information on how to submit a complaint to them, see the VLSB+C website.

Contact details for the Victorian Legal Services Board + Commissioner are:

Level 5, 555 Bourke Street Melbourne 3000
Postal address:  GPO Box 492, Melbourne 3001
Reception: 03 9679 8001
Local call cost: 1300 796 344
Fax: 03 9679 8101

Email: admin@lsbc.vic.gov.au