Compliments, complaints and feedback
At Defence Housing Australia (DHA), we encourage and appreciate your feedback. It allows us to track how we are meeting the service standards outlined in our Service Charter.
Your complaints and feedback provide DHA with an opportunity to improve our service to you. We also appreciate receiving positive feedback when we have met or exceeded your service expectations.
Our complaints resolution process is designed to ensure all complaints are dealt with in a fair and timely manner.
DHA’s complaints resolution process provides you with:
- an opportunity to have your concern heard and investigated
- a clear and direct process to resolve the dispute
- a fair and independent review
- a clear explanation of any decisions
At any stage in the process you may consult with your local Defence Relocations Housing Manager (DRHM) to seek guidance.
Complaint resolution process
Useful Defence contacts
- FIND (Family Information Network for Defence) - 1800 010 031
- Defence Families Australia - 1800 100 509
- Defence Pay and Conditions Manual (PACMAN)
- Defence Tax Management Office - 1800 806 053
Step 3: Contact Defence
As a Defence member, if you are not satisfied with the outcome after liaison with DHA, you may choose to obtain an advocate through your Service chain of command.
If appropriate, you may request your dispute be referred to the Joint Housing and Accommodation Review Committee (JHARC) for issues relating to the provision of Service Residences, as outlined in ADF Pay and Conditions Manual (PACMAN) Volume 2 Chapter 7 Annex 7.I.
Where it is not appropriate for an issue to be escalated to the JHARC, or where an issue is not resolved by the JHARC, Defence members may submit an application in accordance with Defence Instruction (General) Personnel 34-1, Redress of Grievance - Tri Service Procedures.