1. Purpose
Housing Futures Australia is committed to providing high-quality services and maintaining positive relationships with our customers, clients, and stakeholders.
This Complaints Management Policy establishes a clear, fair, and efficient process for receiving, investigating, resolving, and learning from complaints.
We view complaints as valuable feedback that helps us improve our services, processes, and customer experience.
2. Scope
This policy applies to:
- Customers and clients
- Website users
- Suppliers and contractors
- Business partners
- Members of the public
- Employees submitting complaints on behalf of customers
This policy applies to complaints relating to our services, staff conduct, communication, business practices, and customer interactions.
3. Our Commitment
We are committed to:
- Treating complainants respectfully and fairly.
- Acknowledging complaints promptly.
- Investigating complaints objectively.
- Resolving complaints in a timely manner.
- Maintaining confidentiality where appropriate.
- Using complaint outcomes to improve our business.
No person will be disadvantaged or treated unfairly for making a genuine complaint.
4. What Is a Complaint?
A complaint is any expression of dissatisfaction regarding our services, products, processes, staff conduct, communications, or business operations where a response or resolution is expected.
Complaints may be submitted verbally or in writing.
5. How to Make a Complaint
Complaints may be submitted through any of the following channels:
Email: contact@housingfuturesaustralia.com.au
Phone: 02 9128 6959
Website Contact Form: www.housingfuturesaustralia.com.au
To assist us in resolving the complaint efficiently, complainants should provide:
- Name and contact details
- Description of the issue
- Relevant dates and events
- Supporting documents or evidence (if applicable)
- Desired outcome
6. Complaint Handling Process
Step 1 – Acknowledgement
We will acknowledge receipt of a complaint as soon as reasonably practicable and generally within five (5) business days.
The acknowledgement may be provided by email, telephone, or other appropriate communication method.
Step 2 – Assessment
We will assess:
- The nature of the complaint
- The seriousness of the issue
- Information required for investigation
- Appropriate personnel to manage the complaint
Step 3 – Investigation
Where necessary, we will:
- Review relevant records and documents
- Speak with relevant personnel
- Seek additional information from the complainant
- Assess all available evidence objectively
Investigations will be conducted fairly and without bias.
Step 4 – Resolution
Following investigation, we will communicate our findings and proposed resolution.
Possible outcomes may include:
- Explanation of circumstances
- Apology
- Correction of an error
- Service review or improvement
- Refund or other remedy where appropriate
- No further action where the complaint is not substantiated
Step 5 – Closure
Once a resolution has been communicated, the complaint will be considered closed unless further review is requested.
7. Timeframes
We aim to:
- Acknowledge complaints within 5 business days.
- Resolve straightforward complaints within 15 business days.
- Resolve complex complaints within 30 business days where practicable.
If additional time is required, we will keep the complainant informed of progress.
8. Escalation
If a complainant is dissatisfied with the outcome, they may request that the complaint be reviewed by senior management.
Senior management will undertake an independent review and provide a final response.
9. Confidentiality and Privacy
All complaints will be handled confidentially and in accordance with our Privacy Policy.
Information obtained during the complaints process will only be used for the purpose of investigating and resolving the complaint unless otherwise required by law.
10. Record Keeping
We maintain records of complaints, including:
- Date received
- Nature of complaint
- Investigation undertaken
- Actions taken
- Outcome and resolution
Records are retained in accordance with our record retention practices and applicable legal requirements.
11. Continuous Improvement
We regularly review complaint data to identify:
- Recurring issues
- Service improvement opportunities
- Staff training needs
- Process improvements
Complaint trends may be reported to management to support continuous improvement initiatives.
12. Frivolous, Vexatious or Abusive Complaints
While we welcome genuine feedback, we reserve the right to limit or cease engagement where a complaint is:
- Frivolous or without reasonable basis
- Repetitive and previously addressed
- Abusive, threatening, or harassing
- Intended to disrupt business operations
Any such decision will be made fairly and documented appropriately.
13. Policy Review
This policy will be reviewed periodically to ensure it remains effective, compliant with applicable laws, and aligned with business needs.
14. Contact Information
For complaints or questions regarding this policy, please contact:
Housing Futures Australia Email: contact@housingfuturesaustralia.com.au Phone: 02 9128 6959 Address: Level 35, International Towers, 100 Barangaroo Avenue, Sydney NSW 2000
We are committed to handling complaints professionally, fairly, and efficiently and to using feedback to continually improve our services.