Complaints management

Under the Act, a registered housing agency is required to

• establish a complaints procedure
• maintain a register of complaints
• take all reasonable steps to resolve a complaint within 30 days

We monitor complaints management within agencies, in particular procedures and registers. We also investigate complaints referred to us by a tenant or prospective tenant not satisfactorily resolved by agencies. We have issued guidance on complaints management [pdf 77kb] for agencies.

We appointed external agents to review and investigate complaints falling within our jurisdiction

• Regional Managers in the Department of Human Services who are responsible for community housing - for housing providers
• Manager Housing Appeals and Complaints Management Office within the Victorian Office of Housing - for housing associations.