1. Purpose
This Charter sets out our promise to customers and explains the service standards they can expect when engaging with our team. We are committed to providing fair, respectful, and independent services while continually striving to enhance the customer experience.
2. Who we are
Housing Australia partners with the private sector, community housing providers, and all levels of government to improve housing outcomes for Australians. We facilitate programs that support the delivery of more social and affordable housing and help more Australians achieve home ownership.
3. Commitment to our customers
Our approach is guided by our core values of respect, trust, and integrity. We believe in clear communication at every stage of the customer journey. Our staff aims to:
a. Be responsive and provide timely, accurate and easy-to-understand information, noting that some complex matters may require a longer period to respond.
b. Provide regular updates on the status of customer enquiry;
c. Interact with courtesy and respect at all times.
3.2. Confidentiality and privacy
We respect the confidentiality of the information provided by customers. Personal information is protected in accordance with the Housing Australia Privacy Policy consistent with Housing Australia’s obligations under the Privacy Act 1998, the Australian Privacy Principles and the Privacy (Australian Government Agencies – Governance) Code 2017.
3.3. Clear Communication
We aim to communicate in plain English, explain our processes clearly, and provide information that helps you understand our programs and requirements.
3.4. Fair and inclusive service
We maintain transparent, fair, and ethical decision making, and complies with our legislative obligations and program guidelines.
4. Working with our customers
Our goal is to provide fair, respectful, and timely service to every customer. We ask that customers:
a. Treat us with respect and refrain from abusive, threatening, or aggressive behaviour.
b. Communicate requests calmly and clearly.
c. Understand we must follow defined processes and legal obligations, which we can explain if needed.
d. Provide accurate documents and information promptly.
e. Inform us if other assistance is required to access services.
f. Notify us respectfully of any suspected errors so we can review and address them.
We understand that customers may face distress, financial hardship, or complex funding and financing requirements. Our team is here to provide information and guidance within our program frameworks, helping you navigate the process with confidence.
While we cannot offer financial advice or guarantee specific outcomes, we are committed to treating every enquiry with care and consideration.
5. Respectful interactions
We believe that respectful, professional interactions benefit everyone. By working together in a spirit of mutual respect and understanding, we can focus on what matters most – improving housing outcomes for Australians.
If interactions become inappropriate or abusive, we reserve the right to limit or discontinue communication to ensure a safe working environment for our staff.
Our goal is to provide every customer with courteous and high-quality service. Thank you for helping us create a positive and respectful space for everyone.
6. Customer feedback matters
We value our customers’ feedback, as it helps us improve. Customers are welcome to share feedback, compliments, or complaints through;
- Website: Contact us | Housing Australia.
- Phone: 1800 549 767.
We take all feedback seriously and work with customers to resolve any concerns promptly and fairly.