How to Make a Complaint

Information for Active Tenants

A complaint can be made by doing any of the following:

Phone: 03 9314 8555
Ask to speak with an Active SDA Housing Officer. 
Email:  activesda@hhs.org.au

Mail to: Active SDA Tenancy & Property Manager
Haven; Home, Safe Active SDA 
52-56 Mary Street 
Preston VIC, 3072

It’s OK to Complain

Active SDA is a service of Haven; Home, Safe, your SDA provider.

We support each tenant’s right to complain and we welcome any feedback about our properties or services.

Complaints are important—they can improve your situation and help us to improve the services we provide for everyone.

If you have any concerns or complaints about your SDA supports or services, it is important that you talk about it. We have a Complaints Management and Resolution system in place.

The complaints process

Here is each step of the process. Click each one for more information.

If you feel comfortable, raise your concern or complaint directly with your Active SDA contact person or support provider. This is often the best way to have your issue resolved quickly.

Advocacy and support for making a complaint

Active SDA staff can assist people to lodge a complaint.

Phone us on 03 9314 8555 and ask to speak with an Active SDA Housing Officer who will help you lodge your complaint and direct you to the most suitable advocacy service for your needs.

You may wish to have a family member, friend or an independent advocate to support you in making a complaint, and to be present in any meeting or conversation regarding your complaint.

We will speak with you to understand the concerns you are raising. We might ask you:

• for enough information so we can understand the issues involved
• what you want to achieve to resolve your complaint and feel satisfied
• for your permission to speak to any relevant the Haven; Home, Safe staff or people about your complaint, and to seek further information and documents from them in relation to the complaint.
• if you are a support person making a complaint on behalf of a tenant, whether we can speak to the tenant to seek their input and understand their concerns

Your complaint will be acknowledged in writing and issued within 48 hours of receiving your complaint.

We will send you written confirmation of the issues raised in your complaint, who is responsible for investigating the complaint, the outcomes and any further action to be taken.

Active SDA will try resolve your complaint quickly and simply to your satisfaction, within 30 days or sooner.

Sometimes the complaint can be resolved during the first conversation. At other times, the matter will need to be investigated by Haven; Home, Safe Australia and relevant agencies. We will review the information provided to us by you and talk to everyone involved about this information.

Early Resolution 

Often, conversations between us can lead to early resolution, where your complaint is handled by Haven; Home, Safe Active SDA to your satisfaction. Our involvement can help to clarify issues and bring information to everyone’s attention. In this case, your complaint will be lodged in the Complaints Register and the file will be closed.

Investigation​

Often, conversations between us can lead to early resolution, where your complaint is handled by Haven; Home, Safe Active SDA to your satisfaction. Our involvement can help to clarify issues and bring information to everyone’s attention. In this case, your complaint will be lodged in the Complaints Register and the file will be closed.

Often, conversations between us can lead to early resolution, where your complaint is handled by Haven; Home, Safe Active SDA to your satisfaction. Our involvement can help to clarify issues and bring information to everyone’s attention. In this case, your complaint will be lodged in the Complaints Register and the file will be closed.

What happens if you wish to withdraw a complaint?​

You may withdraw your complaint at any time by advising the Active SDA Tenancy & Property Coordinator by providing your complaint number or, if you have approached an external authority directly, by notice from that authority. Haven; Home, Safe Active SDA will acknowledge your complaint withdrawal in writing and your reason for the withdrawal will be recorded against the complaint register and your file.

Written confirmation

At the end of the complaint resolution process, we will write to you, any person with disability affected by the complaint, and any Haven; Home, Safe Active SDA employee involved in the complaint. We will include:
• our decision and the agreed resolution
• the information considered that led to this decision
• any agreed actions for both you and Haven; Home, Safe Active SDA
• your right to have our decision reconsidered through an appeal or referral to an external authority
• your right to seek further support from an advocate or trusted support person.

What if you disagree with the complaints process or decision?

If you are concerned about how Haven; Home, Safe Active SDA is managing your complaint, we encourage you to contact us to provide feedback.

If your complaint has been finalised and you have reason to believe it should not be finalised, a request can be made for the decision to be appealed.

If you don’t agree with our decision and request an appeal, this request can be made by any other the ways listed below within six (6) weeks of being notified of the decision. You will need to include information about why you want the decision reviewed. The appeal will be looked at by someone who was not involved in the original decision.

Complaints to authorities

There are a number of authorities and commissions who deal with complaints.

Active SDA will refer tenants to relevant external authorities as required.

Tenants can lodge complaints with external authorities at any time. For example, you could lodge a complaint at Haven; Home, Safe and the NDIS Commission at the same time.

NDIS Participants who wish to make a complaint

NDIS Participants can make a complaint about Haven; Home, Safe or any aspect of their NDIS experience directly to the NDIS Quality & Safeguards Commission.

Phone: 1800 035 544
Website: www.ndiscommission.gov.au

Complaints about discrimination

If you have a complaint regarding disability discrimination or any other form of discrimination, you may contact the state-based authority or the Australian Human Rights Commission on:

Phone: 1300 365 419
Website: www.humanrights.gov.au

Complaints about Victorian disability service providers

Disability Services Commissioner:
Mail: Level 20, 570 Bourke Street, Melbourne, Victoria, 3000 Australia
Phone: 1800 677 342
Email: complaints@odsc.vic.gov.au

 

Haven; Home, Safe collects and uses personal information, including sensitive information, for the purpose of delivering property and tenancy management services and as an NDIS service provider.

Haven; Home, Safe is committed to the proper handling of personal information in accordance with the Australian Privacy Principles in the Privacy Act 1988 and the Haven; Home, Safe Client Privacy Confidentiality; Privacy and Data Security; Information Technology and Participant Personal Information Collection Consent Rules.

Haven; Home, Safe respects your request to have your identity remain confidential and your personal information will only be disclosed if the disclosure is:
d) required by law; or
e) is otherwise appropriate in the circumstances

Please contact us at any time to review your information and your consent to share information.