If you are not satisfied with the quality of service you have received from RHL, 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?
RHL 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 Limited Privacy Statement.
How do I make a complaint?
You can lodge your complaint in any of the following ways (Click an item to see the details).
Use the form below to provide details about your complaint and click the ‘send’ button.
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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.
You can lodge a complaint in writing to:
Regional Housing Limited
PO Box 540
Bundaberg Qld 4670
You can email your complaint to info@regionalhousing.org.au
You can register your complaint by visiting us at one of our offices located at either:
Bundaberg
30 Tantitha Street
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Pialba
Shop 6/12 Nissen Street
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Townsville
F4/340 Ross River Road
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Appeals
You have the right to appeal a decision made by Regional Housing Limited. This includes the outcome of a previously lodged complaint.
To ensure a fair and impartial process, the appeal will be reviewed by RHL’s Chief 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 RHL’s Board of Directors, an external agency or dispute resolution service, as appropriate.