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Complaints & Feedback

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Complaints

Compass Housing Services is committed to ensuring all tenants and applicants have fair and equitable access to its services.

If you are not happy with our service, standards, practices or policies, you have the right to make a complaint. You may think we are taking too long to get something done or you are not happy with the outcome. You can complain about any part of the service you receive. Compass welcomes complaints and views them as a way to improve services and be accountable to tenants.

We hope that most complaints can be resolved by discussing it with the staff member.  However sometimes this may not be successful, or you may not consider it appropriate to do so.

The following information is important to remember about our complaints system:

  • Complaints can be lodged in person, over the phone or by email.
  • Compass will acknowledge your complaint in writing as soon as practicable.
  • You will receive a response within 15 working days of your complaint being lodged with the exception of complaints regarding a privacy issues where a response will be forwarded within 60 days.
  • You have the right to use an advocate or a friend to assist you throughout the process.
  • Complaints received will be recorded in an appropriate manner.
  • The complaints process will be communicated to applicants and tenants in appropriate formats.
  • Compass will respond to all complaints in a confidential, effective, and timely manner.
  • If you are not satisfied with the outcome of your complaint, there are a variety of external avenues available. There may include, making an application to the New South Wales Registrar of Community HousingNew South Wales Civil and Administrative Tribunal (NCAT) or the QLD Civil and Administrative Tribunal (NCAT).

 

How do I make a complaint and what happens?

  1. Obtain a copy of the Complaint Form from your local branch, Head Office or by downloading a copy HERE.
  2. Make sure you include as much information as possible about your complaint. Anonymous complaints are only investigated in special circumstances.
  3. Lodge the Complaint Form to our Complaints Officer via email at complimentsandcomplaints@compasshousing.org or with your Tenancy Relations Officer. Alternatively, complaints may be lodged in person at any of our branches or over the phone.
  4. We will send you a letter to let you know we received your complaint and will start investigating it. We may need to contact you if we need more information.
  5. All complaints will be reviewed and all information available at the time of complaint will be considered.
  6. Following the investigation, a formal response will be forwarded to you in writing (generally within 15 working days of receipt of the complaint) informing you of the outcome and explaining the reason(s) for any decision.

Please note, to protect the rights and privacy of tenants and staff, we may not be able to tell you the result of the investigation if it involves others.

For more information please refer to our Policies page HERE


Feedback

Compass also like to hear when we are doing things right. If you have had a great experience with our company or a particular staff member we would love for you to tell us. Our staff work very hard to look after our tenants and nothing is more rewarding to them, than knowing you are happy.

Email us at complimentsandcomplaints@compasshousing.org


Appeals

If you are a Compass tenant or applicant for housing, and unhappy about our decision, you can appeal our decisions through our internal  appeals process. If you are still dissatisfied some matters may be appealable to the Housing Appeals Committee (NSW) or the Housing Appeal and Review Unit (QLD).

More information on the Housing Appeals Committee (NSW) can be found at www.hac.nsw.gov.au and the Housing Appeal and Review Unit (QLD) at www.business.qld.gov.au

Community housing provider tenants who want to make a complaint about that provider, may contact the National Regulatory System for Community Housing Registrar via the on-line form at www.nrsch.gov.au/contact_us

The following information is important to remember about our appeals system:

  • The process of assessing and completing appeals will take no longer than 28 days from the date of receipt, if a delay is to occur, Compass will notify you of the expected timeframe and reasons for this.
  • You have the right to use an advocate or a friend to assist you throughout the process.
  • Appeals received will be recorded in an appropriate manner.
  • The Appeals process will be communicated to applicants and tenants in appropriate formats.
  • Compass will respond to all complaints and appeals in a confidential, effective, and timely manner.
  • If you are not satisfied with the outcome of your appeal, Compass will provide information on the other avenues available to you. 

For more information please refer to our Policies page HERE

 

How do I make an appeal and what happens?

 

  1. Download the Appeal Request Form HERE or obtain a copy from your local branch office.
  2. Lodge the Appeal Form at your branch office or via post to Compass Housing Services PO Box 58 Wickham NSW 2293 - including supporting documentation and any new information since the original decision.
  3. You will receive a letter confirming receipt of your appeal as soon as practicable and advisement of what will happen next.
  4. Your Appeal Request will be reviewed by management and then, if required, will be referred to the Compass Internal Review Committee for determination.
  5. You will be notified, in writing, of the outcome of the review.

Please note, you can request an interview, if deemed necessary, and you can bring a friend or advocate for help or support. Please advise Compass if you require an interpreter.

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