1. Purpose
At Housing Futures Australia, we are committed to clear, professional, respectful, and timely communication with our customers, clients, suppliers, and members of the public.
This policy outlines how we communicate, what you can expect from us, and the standards we expect when communicating with our team.
2. Our Commitment
We aim to:
- Respond to enquiries in a timely manner.
- Communicate honestly, clearly, and professionally.
- Treat all individuals with courtesy and respect.
- Provide accurate information wherever reasonably possible.
- Maintain confidentiality and privacy.
- Keep customers informed about relevant matters affecting their services.
3. Communication Channels
You may contact us through the following channels:
Email: contact@housingfuturesaustralia.com.au
Phone: 02 9128 6959
Website: www.housingfuturesaustralia.com.au
We may also communicate through other channels including:
- Online forms
- Video conferencing platforms
- Customer portals
- Social media platforms
- SMS messaging where appropriate
4. Response Timeframes
While response times may vary depending on workload and complexity, we aim to:
Communication Type
Target Response Time
General Enquiries
Within 2 business days
Service Requests
Within 2 business days
Customer Support Requests
Within 2 business days
Complaints
Acknowledged within 5 business days
Urgent Matters
As soon as reasonably practicable
Business days exclude weekends and public holidays.
Complex matters may require additional time for investigation or review. Where this occurs, we will endeavour to keep you informed of progress.
5. Information Accuracy
We take reasonable care to ensure information provided is accurate and current.
However:
- Information may occasionally contain errors or omissions.
- Advice provided may be based on information available at the time.
- Website content may be updated without notice.
Customers should verify important information before making decisions based on our communications.
6. Respectful Communication
We are committed to maintaining a respectful environment for customers, staff, contractors, and stakeholders.
We expect all communications to remain:
- Respectful
- Professional
- Non-discriminatory
- Free from harassment or intimidation
We will not tolerate:
- Abusive language
- Personal attacks
- Threats or intimidation
- Harassment
- Discriminatory or offensive remarks
- Repeated unreasonable communications
7. Managing Unacceptable Conduct
Where communication becomes abusive, threatening, harassing, or unreasonable, we reserve the right to:
- Request that communication remains respectful.
- Limit communication to written correspondence.
- Refuse to engage with abusive communications.
- Suspend or terminate communication where appropriate.
- Report unlawful conduct to relevant authorities.
These measures will only be used where reasonably necessary to protect staff and business operations.
8. Privacy and Confidentiality
Communications with us may contain personal or confidential information.
We handle personal information in accordance with our Privacy Policy and applicable privacy laws.
To protect privacy and security, we may require identity verification before discussing customer accounts, services, or personal information.
9. Recording and Retention of Communications
We may retain records of communications including:
- Emails
- Contact form submissions
- Service requests
- Support enquiries
- Complaint correspondence
These records may be used for:
- Service delivery
- Quality assurance
- Staff training
- Complaint resolution
- Legal and regulatory compliance
Records are managed in accordance with our Privacy Policy and record retention practices.
10. Electronic Communications
By providing your email address or other electronic contact details, you consent to receiving communications electronically where permitted by law.
Electronic communications may include:
- Service updates
- Appointment confirmations
- Invoices and receipts
- Administrative notices
- Customer support correspondence
You are responsible for ensuring your contact details remain current.
11. Availability
While we strive to respond promptly, we do not guarantee continuous availability of communication channels.
Response times may be affected by:
- Public holidays
- System outages
- Staff availability
- High enquiry volumes
- Emergencies or unforeseen circumstances
12. Feedback
We welcome feedback regarding our services and communications.
Feedback helps us improve customer experience, service delivery, and business operations.
Customers may submit feedback using the contact details listed below.
13. Policy Review
This policy will be reviewed periodically to ensure it remains effective, relevant, and aligned with business requirements.
14. Contact Us
If you have questions about this policy or wish to contact us, please use the following details:
Housing Futures Australia Email: contact@housingfuturesaustralia.com.au Phone: 02 9128 6959 Website: www.housingfuturesaustralia.com.au Address: Level 35, International Towers, 100 Barangaroo Avenue, Sydney NSW 2000
We are committed to maintaining open, respectful, and professional communication with all customers and stakeholders.