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Feedback

PROVIDING FEEDBACK AND MAKING A COMPLAINT

Statement of commitment

LMHS values and respects individuals, groups or community members the right to feedback their views or complaints and to be heard in an open and respectful manner. LMHS AHA seeks to work with tenants and community in a collaborative partnership to resolve difficulties or issues within best practice guidelines consistent with the relevant industry standards and LMHS Mission Statement and Values.

We understand that at times we may not get decisions or situations right and therefore welcome feedback to have the opportunity to get it right or reconsider decisions made.

The following process is a practical approach to assist the parties in resolving difficulties, negotiating outcomes and addressing concerns.

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1. How to provide feedback or make a complaint

LMHS seeks to provide high quality servicing and excellence in all we do. If you are not satisfied with your treatment or our quality of servicing or would like to provide feedback please complete and submit the form below.

Who can provide feedback, make a complaint?

Consumer
Tenant or Prospective Tenant
Client or clients family/friend
Adjoining Neighbours to LMHS Properties
Tenant / Client Advocate—voluntary or statutory
Member of Parliament or State Departmental staff

How can you provide feedback, make a complaint?

There are 2 methods available.

In writing
LMHS, (staff person/ Manager, Housing Division),
P.O. BOX 212
Bendigo 3552
Alternatively you can send an email to ahacomplaints@lmhs.com.au
In your email please include, Phone Number, First and Last name, Address and Email.
Thank you.

What can you provide feedback or make a complaint about?

About our service or products
Unsatisfactory assistance
Unprofessional Behaviour
Poor advice
Misuse of information

How will my feedback or complaint be dealt with?

Professionally
Providing you with information and advice
Assisting you to gain answers to your questions
Dealing with issues in a timely manner
Keeping you up to date with progress
Provide advice to further options to resolve matters

Who to contact for assistance?

The staff member involved The Team Leader or Divisional Manager

What happens to information collected about complaints?

All feedback or complaints information assists us to investigate and hopefully resolve your matter. This may involve sharing this information with other relevant decisions or services .

Statistical information regarding feedback or complaints is used to improve our servicing, products and customer relations. The use of this information for these purposes is in accordance with the Privacy Act and Health Records Act.

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2. Issue Resolution Process

Step 1

If you wish to provide feedback, have an issue addressed or would like to make a complaint, please contact us by either:

In writing
LMHS, (staff person/ Manager, Housing Division),
P.O. BOX 212
Bendigo 3552
Alternatively you can send an email to ahacomplaints@lmhs.com.au
In your email please include, Phone Number, First and Last name, Address and Email.
Thank you.

All feedback, concerns raised or complaints lodged should identify the person/s making the complaint, provide contact details and for the issue to be described in simple language with as much detail of the facts as is possible.

Program staff will investigate the situation and will respond as soon as practicable within 7 days as determined by urgency and importance.

Where possible and in the first instance, the staff member will seek to resolve the feedback or complaint. If unresolved the staff will seek the advice of the team leader in order to gain direction in resolving the matter.

If the staff member is still not able to negotiate and resolve then the matter is to be referred for resolution to the supervisor or team leader who has the power to resolve the matter in most circumstances.

If you are sufficiently happy with the response and consequential actions (if required) then the feedback, issue or concern will be considered to be addressed and resolved.

Step 2

If an applicant is not satisfied with the response, outcome or actions taken by the team leader then the matter can be referred to the relevant divisional manager for review and final determination. The person making the complaint or their advocate is requested to send details of the complaint and any relevant information to the office.

The divisional manger will respond formally in writing and may request a meeting, consultation or mediation in order to resolve the matters submitted. They will seek to negotiate a resolution where possible that meets the parties requirements within the determination of relevant Acts and Laws i.e. Residential Tenancy Act.

All complaints will be added to the LMHS Feedback Register for audit and review to inform us how better we may improve our servicing and customer relations, whether in the way this servicing is administered or in the products and services we offer.

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LODDON MALLEE HOUSING SERVICES LTD POLICY

AFFORDABLE HOUSING ASSOCIATION
MAKING AN APPEAL

Appeals Statement

LMHS understands that at times we may get decisions wrong or that a decision may not be to the satisfaction of the persons involved.
LMHS values the right of any individual or member of the community to appeal any decision made and applied by LMHS that they believe to be incorrect, unfair or discriminatory.
Any person involved may submit an appeal through the LMHS appeal process if they do not agree with a decision made.
As part of the resolution process it is understood that voluntary advocates or mediators may be utilised to support those involved.
If you do not agree with a decision or explanation you have been given, then you have the right to seek clarification, communicate your position and state why you disagree.
You can ask for the decision to be reconsidered by the person who made the original decision. You can also provide new information you may have at this point, and clear up any misunderstandings.
Policy and Procedures within LMHS are subject to appeal if an individual believes a decision made by LMHS in relation to their issue or application, eligibility or allocation is incorrect.
Issue resolution will be sought in a timely and appropriate manner.
LMHS will review the appeals process periodically to ensure that it is an easy to understand process and assists the resolution process.

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Issue Resolution Process

If you still disagree with a decision you can:

1. Refer to the first instance the matter to the Program Manager for review and for the matter to be reconsidered.

Housing Divisional Manager: 5444 9016
PO Box 212, Bendigo 3552

If you still disagree with a decision you can:

2. Request that you would like an Independent Appeals Officer to be appointed to review the decision / situation. An Independent Appeals Officer is a senior member of the Executive group of LMHS who has no previous involvement in the disputed decision. The Officer will contact you either by telephone or in writing to discuss the matter and will then reconsider the decision. If it is wrong, or can offer a different solution then they can change the decision. The Independent Appeals Officer will write to you and tell you the outcome of the review.

Please address enquiries to:

Independent Appeals Officer
Executive Management Team
PO BOX 212 Bendigo 3552

If you still disagree with a decision you can:

3. Appeal to the CEO of LMHS. This should be done in writing. The CEO will consult with the Independent Appeals Officer and gather information on the decision. The CEO as the most senior officer of the company and has the power to change a decision made by the Independent Appeals Officer or any other party involved, to seek resolution.

Please address enquiries to:

CEO
PO BOX 212 Bendigo 3552
Email: ceo@lmhs.com.au

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"...we value and respect individuals, groups or community member's right to feedback or complaints
..."

LMHS \| Affordable Housing \| Housing Assist \| Products & Services

Home Privacy Statement Eligibility Form Application Policy Online Property Photos FAQ	Feedback PROVIDING FEEDBACK AND MAKING A COMPLAINT Statement of commitment LMHS values and respects individuals, groups or community members the right to feedback their views or complaints and to be heard in an open and respectful manner. LMHS AHA seeks to work with tenants and community in a collaborative partnership to resolve difficulties or issues within best practice guidelines consistent with the relevant industry standards and LMHS Mission Statement and Values. We understand that at times we may not get decisions or situations right and therefore welcome feedback to have the opportunity to get it right or reconsider decisions made. The following process is a practical approach to assist the parties in resolving difficulties, negotiating outcomes and addressing concerns. Top 1. How to provide feedback or make a complaint LMHS seeks to provide high quality servicing and excellence in all we do. If you are not satisfied with your treatment or our quality of servicing or would like to provide feedback please complete and submit the form below. Who can provide feedback, make a complaint? Consumer Tenant or Prospective Tenant Client or clients family/friend Adjoining Neighbours to LMHS Properties Tenant / Client Advocate—voluntary or statutory Member of Parliament or State Departmental staff How can you provide feedback, make a complaint? There are 2 methods available. In writing LMHS, (staff person/ Manager, Housing Division), P.O. BOX 212 Bendigo 3552 Alternatively you can send an email to ahacomplaints@lmhs.com.au In your email please include, Phone Number, First and Last name, Address and Email. Thank you. What can you provide feedback or make a complaint about? About our service or products Unsatisfactory assistance Unprofessional Behaviour Poor advice Misuse of information How will my feedback or complaint be dealt with? Professionally Providing you with information and advice Assisting you to gain answers to your questions Dealing with issues in a timely manner Keeping you up to date with progress Provide advice to further options to resolve matters Who to contact for assistance? The staff member involved The Team Leader or Divisional Manager What happens to information collected about complaints? All feedback or complaints information assists us to investigate and hopefully resolve your matter. This may involve sharing this information with other relevant decisions or services . Statistical information regarding feedback or complaints is used to improve our servicing, products and customer relations. The use of this information for these purposes is in accordance with the Privacy Act and Health Records Act. Top 2. Issue Resolution Process Step 1 If you wish to provide feedback, have an issue addressed or would like to make a complaint, please contact us by either: In writing LMHS, (staff person/ Manager, Housing Division), P.O. BOX 212 Bendigo 3552 Alternatively you can send an email to ahacomplaints@lmhs.com.au In your email please include, Phone Number, First and Last name, Address and Email. Thank you. All feedback, concerns raised or complaints lodged should identify the person/s making the complaint, provide contact details and for the issue to be described in simple language with as much detail of the facts as is possible. Program staff will investigate the situation and will respond as soon as practicable within 7 days as determined by urgency and importance. Where possible and in the first instance, the staff member will seek to resolve the feedback or complaint. If unresolved the staff will seek the advice of the team leader in order to gain direction in resolving the matter. If the staff member is still not able to negotiate and resolve then the matter is to be referred for resolution to the supervisor or team leader who has the power to resolve the matter in most circumstances. If you are sufficiently happy with the response and consequential actions (if required) then the feedback, issue or concern will be considered to be addressed and resolved. Step 2 If an applicant is not satisfied with the response, outcome or actions taken by the team leader then the matter can be referred to the relevant divisional manager for review and final determination. The person making the complaint or their advocate is requested to send details of the complaint and any relevant information to the office. The divisional manger will respond formally in writing and may request a meeting, consultation or mediation in order to resolve the matters submitted. They will seek to negotiate a resolution where possible that meets the parties requirements within the determination of relevant Acts and Laws i.e. Residential Tenancy Act. All complaints will be added to the LMHS Feedback Register for audit and review to inform us how better we may improve our servicing and customer relations, whether in the way this servicing is administered or in the products and services we offer. Top LODDON MALLEE HOUSING SERVICES LTD POLICY AFFORDABLE HOUSING ASSOCIATION MAKING AN APPEAL Appeals Statement LMHS understands that at times we may get decisions wrong or that a decision may not be to the satisfaction of the persons involved. LMHS values the right of any individual or member of the community to appeal any decision made and applied by LMHS that they believe to be incorrect, unfair or discriminatory. Any person involved may submit an appeal through the LMHS appeal process if they do not agree with a decision made. As part of the resolution process it is understood that voluntary advocates or mediators may be utilised to support those involved. If you do not agree with a decision or explanation you have been given, then you have the right to seek clarification, communicate your position and state why you disagree. You can ask for the decision to be reconsidered by the person who made the original decision. You can also provide new information you may have at this point, and clear up any misunderstandings. Policy and Procedures within LMHS are subject to appeal if an individual believes a decision made by LMHS in relation to their issue or application, eligibility or allocation is incorrect. Issue resolution will be sought in a timely and appropriate manner. LMHS will review the appeals process periodically to ensure that it is an easy to understand process and assists the resolution process. Top Issue Resolution Process If you still disagree with a decision you can: 1. Refer to the first instance the matter to the Program Manager for review and for the matter to be reconsidered. Housing Divisional Manager: 5444 9016 PO Box 212, Bendigo 3552 If you still disagree with a decision you can: 2. Request that you would like an Independent Appeals Officer to be appointed to review the decision / situation. An Independent Appeals Officer is a senior member of the Executive group of LMHS who has no previous involvement in the disputed decision. The Officer will contact you either by telephone or in writing to discuss the matter and will then reconsider the decision. If it is wrong, or can offer a different solution then they can change the decision. The Independent Appeals Officer will write to you and tell you the outcome of the review. Please address enquiries to: Independent Appeals Officer Executive Management Team PO BOX 212 Bendigo 3552 If you still disagree with a decision you can: 3. Appeal to the CEO of LMHS. This should be done in writing. The CEO will consult with the Independent Appeals Officer and gather information on the decision. The CEO as the most senior officer of the company and has the power to change a decision made by the Independent Appeals Officer or any other party involved, to seek resolution. Please address enquiries to: CEO PO BOX 212 Bendigo 3552 Email: ceo@lmhs.com.au Top	"...we value and respect individuals, groups or community member's right to feedback or complaints ..."
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