Customer relations

Our commitment to you

We strive to provide the highest quality of service to our diverse range of customers. We will:

  • Be courteous, fair, ethical and professional
  • Be positive and helpful and provide reasons for any decisions we make
  • Provide you with assistance when required and keep you informed
  • Answer your enquiries or requests accurately and in a timely manner
  • Respect your privacy

How you can help us

You can help us provide the best possible service by:

  • Treating our staff, contractors and lessors honestly, and with respect and courtesy
  • Being mindful that we are required to administer within Defence policy
  • Advising us if your personal circumstances change
  • Allowing reasonable access to your home where required by DHA
  • Keeping your house clean, tidy and free from damage during your tenancy.

Tell us what you think

Your feedback is welcome and provides us with an opportunity to improve our service to you.
Of course, compliments are also welcome.

  • Take part in DHA’s telephone, postal and online surveys
  • Talk to our staff at your local regional office
  • Call our National Housing Network: 139 342 (139 DHA)
  • Email our National Customer Service Team
  • Write us a letter:
    National Customer Service Manager
    Defence Housing Australia 26 Brisbane Avenue
    Barton ACT 2600
CSIA

Our Service Charter

DHA has been assessed by the CSIA, Australia's peak customer service organisation and has successfully achieved International Customer Service Standard certification.

DHA Service Charter

Have a question?

You can ask a question or provide us with feedback online.

Online enquiry

Providing feedback

DHA prides itself in delivering customer service with every interaction and we are confident our staff can handle your requests.

If you are not satisfied with this assistance provided you can request your feedback be escalated using the steps outlined below.

  1. Request to have the matter escalated and for your feedback to be reviewed and a resolution proposed at the local level.
  2. If the matter was unable to be resolved to your satisfaction, you can request a formal meeting with the Manager.
  3. If a suitable resolution is not reached at step two you can request the National Service Delivery Manager review your case.
  4. If after step three you are not satisfied with the outcome you can email us or write to:
National Customer Relations
Defence Housing Australia
26 Brisbane Avenue
Barton ACT 2600