If you have an idea for improving the services we provide or an idea for a new initiative, we would love to hear it. We will consider all suggestions and wherever possible, put them into action.
We always aim to provide the best possible service, however, there may be times when you are not satisfied with the quality of service you have received from us. If you feel something was unreasonable or not to an acceptable standard or response, please let us know. We will try to remedy the situation and learn from it. If you feel a decision we have made is unreasonable and would like it reviewed, you can request an appeal.
As a regulated housing provider, we make decisions based on policy guidelines that aim to be fair to everyone. These policies are developed in accordance with legislation and agreed standards of service for providers. If you do not agree with a decision we have made, you have the right to appeal it. Some examples include:
- being declined for a property or a transfer
- refused permission to make property alterations
- a declined application to keep a pet
- the result of your rent or eligibility assessment
- the outcome of a complaint you made
- a notice you receive (breach or notice to leave).
How can I give feedback or appeal a decision?
If you ever have any concerns, you should talk to us first. Contact the team member you think is responsible for resolving the problem and explain how the issue is affecting you and what you think should happen. If you proceed to lodge a complaint or appeal, detail what happened and why you are not satisfied, as well as the action you think should be taken and how urgent it is.
- Complete the online form
- Complete a Feedback and Appeals form
- Email us at [email protected]
- Call us at any of our offices or on 1800 406 566.
- Request an interview with us in person.
You will receive an acknowledgement of your feedback or appeal within three working days.
What to do if you do not agree with the outcome
If a complaint or appeal has not been resolved to your satisfaction, you have the right to escalate your concerns to the General Manager of Churches of Christ Housing Services who will review the outcome or refer you to an external authority or advocacy service. The applicable external authority may investigate the matter or provide mediation. External authorities may include the Department of Communities, Housing and Digital Economy, the Residential Tenancies Authority (RTA) or the Queensland Civil and Administrative Tribunal (QCAT).
Residents can also seek advice from the Queensland Statewide Tenant Advice and Referral Service (QSTARS).
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