General EnquiriesBack to TopFeedback & SuggestionsConsumer Rights & Complaints

If you are in danger please call 000

If you need assistance with a domestic or family violence matter in Victoria, please call Safe Steps (24/7 family violence response service) on 1800 015 188.
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For elsewhere in Australia, please call 1800 RESPECT (1800 737 732).
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For all other enquiries

Please feel free to contact us using this form.  Please note that we may take 2-3 days to respond.

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Your rights and responsibilities explained

Consumer Rights and Complaints

You have the right to:‍

  • Assistance during a crisis or to prevent a crisis
  • Be considered for accommodation and housing based on fair policies
  • Receive help finding and staying in suitable housing on a long term basis
  • Feel safe    
  • Be free from discrimination
  • Respect, dignity and privacy
  • Make choices that will affect your future
  • Participate in the decision making process of organisations providing services to you
  • Help applying for income support, employment and health services, educational opportunities and other support services
  • Make a complaint or appeal a decision you do not agree with and receive an answer that makes sense to you

You have the responsibility to:‍

  • Supply the correct and necessary information about yourself and your situation to organisations providing services to you
  • Respect the rights of others to feel safe
  • Respect the cultural backgrounds  and privacy of others  
  • Treat others with respect and dignity
  • Meet your responsibilities as a tenant

What to do if you think your rights have not been met:

A complaint is where you have a problem that you want to get fixed, if you are unhappy with an aspect of the service you can tell someone about the problem and make a complaint. It might be a problem with:

  • The Service
  • Someone else at the service
  • The support you are receiving
  • Something else you are not happy with

You will not be discriminated against if you make a complaint.

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