Customer service

Communication with Defence members occurs in a variety of ways, reflecting the expectation that modern electronic communications will be available to support the delivery of services.

Interactions with Defence members and their families, maintenance providers, builders, agents and lessors occur every day. These people and organisations are DHA's customers and success is measured by their levels of satisfaction, especially Defence members and their families who live in DHA properties.

Communicating with Defence members

Regional office staff are regular participants in briefings to Defence members in the lead up to the peak posting period. These briefings encourage ongoing contact between regional offices and Defence units and formations in relation to housing matters. Online access to the full range of housing management services is also provided. Communication and marketing materials are used to inform Defence members and their families of the services available and how to use them.

Publications and online information are available to help customers understand and access services. These are distributed through the regional offices and staff.

DHA understands the difficult circumstances Defence families can face when moving on posting. In response, during 2013–14 training was provided to frontline staff and workshops were conducted to improve customer service during the stressful peak posting period.

Regional offices

The ongoing needs of individual Defence families are fundamental to DHA's service delivery model. The workforce is spread across 19 regional offices, matched to geographical concentrations of Defence units and establishments. Twelve are designated regional offices and the balance smaller 'branch' offices. At 30 June 2014, 381 people, or about 55% of the workforce, were employed in regional offices. This staffing provides a physical presence for Defence members seeking advice on housing services. Online Services and a national telephone contact centre are also maintained to manage these needs.

Customer Service Institute of Australia

Certification with the Customer Service Institute of Australia (CSIA) was first sought in 2005–06 as part of a broad strategy to improve performance at the customer interface. The CSIA offers evaluation and certification by independent assessors against 29 international customer service standards. Certification is a recognised benchmark in both the public and private sectors. In addition, CSIA offers valuable insight and coaching in customer service. Since 2005–06, recertification has occurred five times: in 2007–08, 2008–09, 2010–11, 2011–12 and 2012–13.

The business was reassessed in August 2013 and achieved an overall score of 7.32 (out of 10); an improvement on the previous result and an excellent score.

Satisfaction with customer service

The quarterly housing survey measures Defence member satisfaction with overall customer service experienced while finding, occupying and vacating Service Residences. Survey results remain above the target of 80% with 92% of 3,229 participants indicating that they were satisfied with their customer service experience.

Figure 3: Defence member satisfaction with overall customer service while moving into/out of DHA-managed properties, 2009–10 to 2013–14

Customer relations management

Through regular surveys, the majority of customers tell DHA that they are satisfied with the services provided, especially with the quality of new housing. DHA also receives positive customer feedback on its services through regional offices and the national customer relations team. In 2013–2014, more than 220 compliments were received nationally from Defence members and their families and lessors. The main reasons for compliments were exemplary customer service, exceeding customer expectations, professional conduct and high levels of communication.

However, some complaints were also received. Complaints can be referred directly by tenants, other Defence personnel, lessors, the Defence Ombudsman or Ministers. DHA's objective is to manage complaints at the point at which customers first express dissatisfaction. Logged complaints are reported to Defence on a monthly basis.

In 2013–14, 947 complaints were received nationally comprising a 25% increase on 2012–13 (756 complaints). The four main reasons for complaints were repairs and maintenance (382), neighbourhood disputes (87), condition of the property (89) and customer service (83). The increase in complaints can be partly attributed to better collection of data. This has helped to identify earlier customer trigger points and provide an in-depth understanding of customer satisfaction with the service provided. To assist in reducing the number of complaints, staff have undertaken training in issues management. This training has been developed to build staff knowledge and awareness and to help provide higher levels of customer service.

All complaints are managed in accordance with the complaints resolution process that is outlined in the DHA Customer Service Charter. If customers are not satisfied with the handling of their complaints they can request a review of the response. The customer relations team oversees these escalated complaints and provides assistance in complaint resolution. Most complaints are resolved at the local level.

A look at regional highlights across the organisation places the number of complaints received in context.

Regional offices highlights