Service Charter
Our promise to you
At Defence Housing Australia, we are dedicated to providing you with the highest standard of service. Here's what you can expect from us.
- Attentive and respectful service: We listen carefully and treat you with the utmost respect and professionalism in every interaction.
- Transparent communication: We believe in keeping you informed at every step, ensuring you're always in the loop.
- Support when you need it: We're here to assist you wherever we can, ensuring your experience is as smooth as possible.
- Reliability you can count on: We follow through on our promises, delivering what we say we will.
- Clarity in decisions: When decisions impact you, we'll explain our reasoning where appropriate, so you always understand the why.
- Privacy respect: Your personal information is safe with us; we respect and protect your privacy.
Partnering with you
To help us serve you better, we ask for your support in the following ways.
- Mutual respect: Please treat our team members with the same respect and courtesy that we offer you.
- Accessibility needs: Let us know if you require any special assistance in accessing our services.
- Fulfilling obligations: Understand and meet your responsibilities, including any contractual conditions.
- Providing information: Share the information we need to assist you effectively.
Your voice matters
We value your feedback and encourage you to share your thoughts with us—whether it’s a compliment, a suggestion, or a concern.
- Feedback: Your insights help us improve. Share any suggestions or comments that could help us enhance our services.
- Compliments: If someone on our team has made a positive impact, let us know! You can either tell them directly or submit a compliment through our channels.
- Complaints: If we fall short of your expectations, please let us know. We're committed to continuously improving and addressing any issues in a fair and timely manner.
Our complaint management process
Step 1: Lodge a complaint
- Describe your concern and how it has affected you.
- Share the necessary information for us to investigate, including dates, specifics, documents, and reports.
- Let us know what outcome you are seeking.
- Within two business days, we’ll acknowledge your complaint and provide you with a reference number for tracking.
Step 2: Assessment and resolution
- We will investigate and aim to resolve your complaint within 21 days.
- If we need more details, we will contact you.
- The relevant division will assess your concerns, overseen by our Customer Care team.
- Some matters may take longer to resolve, but we’ll keep you updated throughout the process.
Step 3: Review
- If you're not satisfied with the outcome or handling of your concerns, you can request a review or escalation of the matter.
Get in touch
Are you a Defence member, landlord or contractor? Please contact our Customer Care Team via Online Services by selecting 'My Account', 'Member/Landlord/Contractor Online Enquiries', 'Raise an Enquiry', select enquiry reason 'Complaint' or ‘Compliment’.
If you don't have an Online Services account, you can submit an enquiry through our online enquiry form.