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
How to provide feedback
- Through DHA surveys
- Your Housing Management Centre (HMC)
- Ph: 139 DHA (139 342)
- Email: clientservices@dha.gov.au
- Write to:
National Customer Relations Department
Defence Housing Australia
26 Brisbane Avenue
Barton ACT 2600
Step 1: Contact your HMC
Your HMC should always be your first point of contact as our staff will generally be able to address your concern at a local level. Our staff will respond to your needs and seek to resolve any issue or complaint you might raise. When necessary, our staff will consult the Defence Relocation and Housing Manager (DRHM) whose role is to ensure that the service provided by both Toll Transitions and DHA meets the standards specified in their individual contractual agreements with Defence.
If you are not satisfied with the way your issue or complaint has been handled, you may ask to have it escalated to the Customer Relations Officer (CRO) in your local HMC who co-ordinates the management of the complaint. On receipt of the complaint the CRO will refer the matter to the HMC manager and/or their representative, who will review your case and, where possible, propose a resolution.
if your complaint is unable to be resolved by the HMC Manager, a formal meeting may be held between the HMC Manager, the DRHM and other relevant stakeholders with the aim of jointly resolving the complaint.
For further information refer to the DHA Service Charter (PDF - 816 KB).
