Contact Regional Housing
If you have a general enquiry, need assistance or want to provide feedback, you can contact our friendly team via our website or by any of the methods listed below.
Contact information
Phone:
Email:
Postal address:
Please send all posted mail to:
Regional Housing
PO Box 540
Bundaberg Qld 4670
Please note: mail posted directly to office street addresses may not be delivered.
Opening hours:
Monday to Friday: 9am – 4.30pm
Saturday & Sunday: Closed
After hours emergency:
Call 1300 642 123 to select the option relevant to you, if you are experiencing an emergency outside of business hours
What is an emergency repair?
Faults or damage that need fixing immediately because:
- people’s lives, health or safety are at risk
- the property may be at risk of damage.
We usually respond to an emergency in 1–4 hours, depending on the situation.
For more information, head to Emergency repairs | Residential Tenancies Authority
Contact form
Our office locations
Bundaberg (HQ)
62 Targo Street
Bundaberg QLD 4670
Bundaberg
30 Tantitha Street
Hervey Bay
Shop 6/12 Nissen Street
Pialba QLD 4655
Hervey Bay
Pialba QLD 4655
Townsville
F4, 340 Ross River Road
Townsville QLD 4814
Townsville
F4, 340 Ross River Road
Townsville QLD 4814
Gladstone
Building 02, Philip Street Family and Health Precinct
1 Pengelly Street
West Gladstone QLD 4680
Gladstone
F4, 340 Ross River Road
Townsville QLD 4814
Provide feedback
Compliments
Have you received excellent service from us? Is there a staff member you would like to have acknowledged for their customer service? Send us a compliment!
Receiving positive feedback helps us understand what we are doing well or acknowledge a staff member for their service provided.
Suggestions
Do you have a suggestion on how we deliver our services? We would love to hear your thoughts and ideas. Our customers are the best people to get ideas from because you are the ones we are here for.
Providing us with your feedback will help us understand the needs of our customers and assist us greatly to provide the best possible service.
How to provide feedback
Use the feedback form or one of the methods below:
By phone
Provide feedback over the phone by contacting one of our friendly staff on 1300 642 123 or (07) 4153 1239.
By mail
Send your feedback in writing to:
Regional Housing
PO Box 540
Bundaberg Qld 4670
By email
Email your feedback to info@regionalhousing.org.au
In person
Visit one of our offices (be sure to check our opening hours):
Bundaberg
62 Targo Street
Bundaberg QLD 4670
Hervey Bay
Shop 6/12 Nissen Street
Pialba QLD 4655
Townsville
F4, 30 Ross River Road
Townsville QLD 4814
Gladstone
Building 2
Philip Street Family and Health Precinct
1 Pengelly Street
Gladstone QLD 4680
Feedback form
Making a complaint
If you are not satisfied with the quality of service you have received from Regional Housing, you can lodge a complaint.
During any point in the process when lodging a complaint or appeal, you have the right to access an independent advocate to assist with exercising your choice and control, and to ensure your voice is being heard during this process. Complaints are investigated and actioned by a Manager who has not had any involvement in the matter to ensure a fair investigation. We will attempt to resolve your complaint within three working days.
Where a complaint has not been resolved within three working days the matter will be escalated internally as it may require a more detailed investigation. You will be notified if the matter is escalated. We will aim to resolve an escalated complaint within 20 working days however depending on the nature of the issue there may be times where a resolution period is extended.
You will receive notification once an outcome has been reached. Please be aware due to privacy we may not be able to disclose information regarding the investigation and actions.
Who can make a complaint?
Regional Housing will accept complaints and appeals from any person.
Your personal information
Our customers have the right to remain anonymous when lodging feedback, however we do encourage your contact details are provided for a more satisfactory resolution purpose.
For more information please refer to the Regional Housing Privacy Statement.
Appeals
You have the right to appeal a decision made by Regional Housing. This includes the outcome of a previously lodged complaint.
To ensure a fair and impartial process, the appeal will be reviewed by a Regional Housing Executive Officer.
Once the appeal has been reviewed, you will be notified of the outcome.
If you are unsatisfied with the outcome of your appeal, you have the right to escalate the matter to Regional Housing’s Board of Directors, an external agency or dispute resolution service, as appropriate.
How to make a complaint
Regional Housing will accept complaints through any of the methods below:
By phone
You can register your complaint over the phone by contacting one of our staff members on:
1300 642 123 or (07) 4153 1239
Your concerns will be resolved at the first point wherever possible and referred to our management team for further investigation where an upfront resolution is not possible. We aim to contact you about your concerns within 5 working days of receiving the complaint.
By mail
You can lodge a complaint in writing to:
Regional Housing
PO Box 540
Bundaberg Qld 4670
By email
You can email your complaint to info@regionalhousing.org.au
In person
You can register your complaint by visiting us at one of our offices located at either:
Bundaberg
62 Targo Street
Bundaberg QLD 4670
Hervey Bay
Shop 6/12 Nissen Street
Pialba QLD 4655
Townsville
F4, 30 Ross River Road
Townsville QLD 4814
Gladstone
Building 2
Philip Street Family and Health Precinct
1 Pengelly Street
Gladstone QLD 4680