Complaints Factsheet

Evolve Housing has established a complaints management system to actively manage complaints, because we understand that complaints provide valuable feedback to help improve our services.  While there is no ‘one approach’ to complaints handling that will address all complaints, we are committed to handling complaints effectively, efficiently and in a timely manner.

While we work hard to provide you with the best services possible, please be aware that your behaviour and conduct can affect the progress and efficiency of our work.  We will endeavour to be proactive and decisive in managing any conduct that negatively and unreasonably affects us and will support our employees in doing the same.

What is a complaint?

A complaint is an expression of dissatisfaction relating to Evolve Housing actions, decisions, services or alleged misconduct by staff members made by external persons or organisations, where a response or resolution is explicitly or implicitly expected.

What is NOT a complaint?

The following are examples of matters that are NOT a complaint:

  • Decisions which can be appealed, for example, a social housing tenancy decision
    • These are covered by Evolve Housing’s Appeals Policy
  • Complaints between an Evolve Housing resident and an external contractor not engaged by Evolve Housing
  • Complaints related to neighbour disputes, nuisance and annoyance
    • These are covered by Evolve Housing’s Neighbour Disputes and Nuisance Policy
  • Service requests such as:
    • requests for approval
    • requests for action
    • inquiries about Evolve Housing’s business
    • requests for explanations of policies
  • Issues that fall outside the jurisdiction of Evolve Housing such as:
    • Centrelink fraud
    • Child abuse
    • Assault

How to Make a Complaint

You can make a complaint either verbally or in writing through the following ways:

  • Feedback Form (can be found on our website or a copy obtained from our office)
  • Letter
  • Email
  • Telephone
  • To an Evolve Housing employee

All written complaints can be submitted via email to ihear@evolvehousing.com.au, via post, in person at our office or to an Evolve Housing employee.  All complaints will be forwarded to our Complaints Officer for recording.

Complaints Procedure

Once we receive a complaint, we will record it in our Complaints Register and assess it for things such as seriousness, urgency, severity etc.  We will also send you an acknowledgement letter within three (3) business days.

We will then conduct an investigation into the issues that have been raised and our Complaints Officer will provide you with a response within twenty (20) business days.  There may be times where an issue cannot be resolved within the twenty days, however we will still send you an update to keep you informed.  Please be assured that we take your complaint seriously and our investigation will be conducted in a thorough and impartial manner.

When we have completed our investigation, we will send you our final response outlining our reasons for the decision.

If you have new evidence/information in relation to your complaint, which you believe might change the outcome of the investigation, we welcome you to bring it forward to us.  The matter will be referred back to the original investigating officer for review and the investigation will follow the same procedure as the original complaint.

However if you are unhappy with the outcome of the investigation but have no further evidence, we are unable to reopen the investigation.  In these circumstances, there may be other avenues that you can choose to pursue and we will refer you to the relevant services that you can choose to contact.  For example:

  • the Tenant Advice Advocacy Service – NSW Fair Trading
  • the Community and Private Market Housing directorate (CAMPH)
  • NSW Ombudsman

If we haven’t heard back from you within ten (10) days of sending our final response to you, we will deem the complaint as closed.

Anonymous Complaints

You can choose to make a complaint anonymously, however please be aware that it may be difficult for us to address your complaint if you choose to do so.

Related Documents

Complaints Management Policy

Complaints Management Procedure

If you have any questions regarding Complaints Management, please contact the Complaints Officer on 1300 692 245 or (02) 8862 1500, or email your enquiry to ihear@evolvehousing.com.au

Please note: The official text of the Evolve Housing website, and of each of the documents and other information available on the website, is the English version.