Our Policies

Tenant Compliments, Complaints, Appeals and Feedback Procedure

Referring Policy:   Privacy and Confidentiality Policy (Governance System)

                                 Good Neighbour Charter

                                 Supportive Housing Policy

                                 Sustaining Tenancies Policy

                                 Tenant Compliments, Complaints, Appeals and Feedback Policy

                                 Tenant Service Charter (Governance System)

1. Purpose

  • To describe how tenants of all Common Ground Queensland (CGQ) managed properties, can pay a compliment, make a complaint, appeal a decision made by CGQ that directly affects them or submit feedback about CGQ.
  • To manage tenant compliments, complaints, appeals and feedback with privacy, respect and in a professional and timely manner.
  • Tenant Compliments, Complaints, Appeals and Feedback are managed through an internal Complaints Management System (internal system). CGQ uses the information within the system to track and measure performance to contribute to continuous improvement processes. Information received from tenants will be categorised as either a compliment, complaint, feedback or appeal.

2. Procedure

2.1 Definitions

Refer to the Tenant Compliments, Complaints, Appeals and Feedback Policy for definitions of a compliment, complaint, feedback and appeal.

2.2 Inform tenants

  • Tenants are informed of the Tenant Compliments, Complaints, Appeals and Feedback Policy and Fact Sheet during sign-up and throughout their tenancy (as required).
  • The Tenant Compliments, Complaints, Appeals and Feedback Policy, Procedure and Fact Sheet are available on the CGQ website: org.au. Hard copies of these documents can be provided on request.
  • Tenants are advised that making a complaint or lodging an appeal will not result in any form of retaliation or discrimination, including any complaint raised about quality of service or a staff member.
  • The Tenant Form can be accessed online through the BCG App or on the CGQ website, in person from the concierge desk or downloaded and printed from the CGQ website.

2.3 Inform Support Provider

  • The Support Provider is provided with the Tenant Compliments, Complaints, Appeals and Feedback Policy and Fact Sheet and can provide assistance to any tenant who may want to pay a compliment, make a complaint, or appeal a decision made by CGQ that directly affects them.

2.4 How to make a complaint, compliment, appeal against a decision or provide feedback

  • Tenants are informed of the Tenant Complaints, Compliments, Feedback and Feedback Policy, Procedure and Fact Sheet during sign-up and throughout their tenancy (as required). These documents are made available on the Common Ground Queensland website: commonground.qld.org.au. Hard copies of these documents can be provided on request.

  • A tenant can submit a compliment, complaint, appeal or feedback by submitting a Tenant Form. There are four ways to submit a Tenant Form:

    1. In person, by asking Concierge at Brisbane Common Ground. Hard copies of Tenant Forms can be placed in the Tenant Forms mailbox. Concierge or the Tenant Support Worker can assist tenants to submit a Tenant Form.

    2. Online, by using the online Tenant Form on the Common Ground Queensland website.

    3. Over the phone, by calling the Common Ground Queensland Office at (07) 3370 8320.

    4. By emailing admin@cgq.org.au with your complaint, compliment, feedback or appeal, making sure to include your full name and contact details.

  • Anonymous complaints will be accepted. However, in circumstances where an anonymous complaint is received, Common Ground Queensland may find it difficult to thoroughly assess or respond to the complaint if there is not enough detail.  In this situation the complaint may not be assessed. In addition, if no contact details are provided, complainants will not receive information about the outcome of any action taken by Common Ground Queensland.

2.5 Paying a compliment

  • Compliments can be registered in person, by telephone, by email or in writing. CGQ appreciates positive affirmation on any aspect of service delivery or staff performance.
  • Compliments that are received via email, over the phone or in person can be provided to the Property and Tenancy Officer for recording in the internal system and actioned as below (refer Section 2.6).
  • Tenants can record the compliment on a Tenant Form, though this is not essential. The Support Provider or a CGQ staff member can assist tenants to complete this form if they require assistance.

2.6 Responding to tenant compliments

  • Compliments are registered in the internal system.
  • CGQ will coordinate a response to the tenant in writing using the Compliment Acknowledgement Letter.
  • Once a compliment has been responded to, the case is closed.

2.7 Lodging a complaint

  • Complaints can be raised in person, via the CGQ website, by telephone, by email or in writing.
  • If a complaint is raised in person or by telephone, the attending staff member will confirm with the tenant if they wish to lodge a complaint.
  • If a complainant does not wish to raise a complaint, the case will be recorded as Feedback in the internal system.
  • Tenants can record their complaints on a Tenant Form, though this is not essential. The Support Provider or a CGQ staff member can assist tenants to complete this form if they require assistance.

2.8 Responding to complaints

  • All complaints are initially assessed to determine the nature of the complaint. The complaint will then be assigned to the responsible officer, with the following exceptions.
  • If the complaint implicates:
    1. The CGQ CEO or CGQ Director: the complaint will be acknowledged and referred to the CGQ Chair.
    2. A CGQ Staff Member: complaints about a CGQ Staff Member are forwarded for actioning by the CEO. The CEO shall handle the complaint as appropriate and maintain records of actions.
    3. The support provider: Complaints regarding the support provider will be forwarded to the relevant Organisation and Team Leader.
    4. A Maintenance Action: If the Tenant Form has been used to identify a maintenance issue or request, it will be handled according to the Property Maintenance Procedure.
  • All complaints received will be recorded in the internal system, including a scanned/saved copy of the complaint.
  • If the complainant wishes to submit their complaint anonymously, CGQ will record the complaint in the internal system without any identifying details.
  • The complaint will be assigned to the Responsible Officer for action and resolution.
  • CGQ will acknowledge the complaint by using the Complaint Acknowledgement Letter and save a copy of the letter in the internal system.
  • The Responsible Officer will review the complaint, determine and undertake the planned actions to resolve the complaint as appropriate.
  • Before the Responsible Officer deems that a complaint is unsubstantiated, they should consult with the CEO. Complaints deemed unsubstantiated must be marked as such in the internal system.
  • Actions or outcomes of the complaint review are recorded in the internal system by the Responsible Officer. The Responsible Officer will ensure that any correspondence between the parties involved are scanned/saved and attached in the internal system. The Complaint Resolution Letter is used to inform the tenant of the outcome of their complaint and includes information on the Appeals process.
  • Following appropriate action and resolution, the complaint will be left open by the Responsible Officer for 21 days to allow the tenant to appeal the decision. (refer Section 11). If an appeals process does not occur within 21 days of the complaint resolution being sent, the complaint can be closed by the system admin.
  • If the complaint was submitted anonymously, the Responsible Officer can close the complaint without sending any letter or notification to the complainant or parties involved.

2.9 Review of a decision (Appeal)

  • When a tenant is not satisfied with a decision made by CGQ, they may appeal in person, via the CGQ website, by telephone, by email or in writing. The appeal may be lodged using a Tenant Form, though this is not essential.
  • In this case, CGQ will note that the concern is an objection to a decision by using a new linked action. All appeals are assigned to the CEO for review.
  • The Appeal Acknowledgement Letter is used to acknowledge that the appeal has been received by CGQ, and that it will be reviewed by the CEO.
  • The CEO is responsible for involving all parties involved in the investigation of the appeal to ensure a fair and inclusive process.
  • The Board Chair may also determine when an independent investigation is required to undertake an impartial review of the appeal.
  • Following appropriate investigation, action and response, the appeal will be closed by the CEO. When this occurs, the tenant making the appeal is informed in writing using the Appeal Resolution Letter. This is recorded in the internal system.

2.10 External Organisations

  • If a tenant is not satisfied with an appeal decision made by the CEO, tenants can contact an external organisation for assistance in resolving their issue. Different external organisations serve different purposes and it can be challenging to navigate this space. Common Ground Queensland has listed the organisations and their purposes below.
    • Residential Tenancies Authority (RTA)
      The RTA offers a free and impartial dispute resolution service for assistance regarding breaches of the Residential Tenancies Act (the Act). Common breaches of the Act include:
      • Rent increases within the 12-month period.
      • Repair orders.
      • Unlawful entry of the property.
      • Breaching agreement terms.
      • Providing false and misleading information.
      • Rent not offered at the agreed amount.
      • Non-lodgement of bond (by the organisation).
    • Queensland Statewide Tenant Advice and Referral Service (QSTARS)
      QSTARS act as assistants and advocates for tenancy and rental rights in Queensland. QSTARS can assist tenants with:
      • Advice and assistance to understand tenancy rights and responsibilities.
      • Support to resolve tenancy issues.
      • Advocacy support to talk to organisations on a tenant’s behalf.
      • Assistance in completing or submitting tenancy forms.
      • Assistance in attending or preparing for a QCAT tenancy tribunal hearing.
      • Referral to other services as required.
    • National Regulatory System for Community Housing (NRSCH)
      Tenants are able to make a complaint to the National Housing Registrar if you are not satisfied with the standard or type of service provided by Common Ground Queensland where a response is sought or reasonably expected. This includes dissatisfaction with:
      • The Standard of service provided by Common Ground Queensland.
      • Actions or decisions made by Common Ground Queensland.
      • Any prolonged inaction or delay by Common Ground Queensland.
    • Handy Contacts and Links

2.11 Response Timeframes and Communication

  • Written acknowledgement of receipt from a tenant occurs within 2 business days of receiving notification of the compliment, complaint, or appeal. Any correspondence between involved parties must be attached in the internal system.
  • For all complaints, CGQ will endeavour to resolve within 14 days of receiving notification of the complaint using the Complaint Resolution Letter that includes information on the Appeals process.
  • Where resolution or outcome is likely to exceed 14 days, the tenant will be advised in writing of the progress to date, the anticipated date of resolution and reasons for delay within 14 days of receiving the complaint. The Extending Resolution Letter is used to notify tenants when a resolution to a complaint will take longer than 14 days. The target is to have all complaints responded to within 28 days of receiving notification of the complaint. There may be instances where outcomes of planned actions may not be fully known for longer time periods after their implementation.
  • After a response or resolution has been provided to the tenant, the action will be left open for an additional 21 days. During this time, the tenant can lodge an appeal against the outcome. If there is no appeal lodged during this time period, the complaint can be closed by the Communications and Engagement Officer.

2.12 Continuous Improvement and Compliance

  • The internal system is reviewed and analysed by the system admin. The review aims to identify trends, recurrent issues and inform service quality improvements and practice. The Communications and Engagement Officer also reviews the internal system regularly to ensure that it is being used properly and that any documentation and correspondence is being recorded appropriately.
  • The system admin will compile a monthly report for the CEO that includes Compliments, Complaints and Appeals data. The report will also include information on outstanding or unsubstantiated complaints. (refer Section 2.11).
  • CGQ will provide information on its Complaints and Appeals to comply with the reporting requirements of the National Regulatory System for Community Housing (NRSCH).

Related Documents

  • Housing Act 2003
  • Tenant Compliments, Complaints, Appeals and Feedback Fact Sheet
  • Tenant Compliments, Complaints, Appeals and Feedback Policy
  • Tenant Form
  • Complaint Acknowledgement Letter
  • Complaint Reassigned to Support Provider Letter
  • Extending Resolution Letter
  • Appeal Acknowledgement Letter
  • Appeal Resolution Letter
  • Compliment Acknowledgement Letter

 

 

Version 10.0

Download Tenant Compliments, Complaints, Appeals and Feedback Procedure

Uluru Statement From The Heart

Common Ground Queensland accepts the invitation of the Uluru Statement from the Heart and supports a First Nations Voice to Parliament enshrined in the Australian Constitution.

We acknowledge Aboriginal and Torres Strait Islander peoples as the Owners and Custodians of the land on which we work. We recognise sovereignty was never ceded.