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 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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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

1. Email: kerrya@lmhs.com.au
2. In writing -> LMHS, (staff person/ TL of Division), P.O. BOX 212, Bendigo 3552

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

• Professionally
• If requested, in a discreet and confidential manner
• 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

• The staff member involved
• The Team Leader or Divisional Manager

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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Step 1

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

1. Email: kerrya@lmhs.com.au
2. In writing to program co-ordinator to PO Box 212 Bendigo 3550.

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.

Step 3

If the matter is still not resolved satisfactorily then the complainant may lodge an appeal, as per the appeals process.

The appeals form can be accessed on the webpage Link to Appeals Form or contacting the office on P.O. Box 212, Bendigo 3552, for a form to be sent to you.

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To Provide Feedback or Make a Complaint, please select options from the drop down boxes, complete and either submit or print and send to the relevant staff person to P.O. Box 212, Bendigo 3552.

Email: kerrya@lmhs.com.au

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