We at Your Home Canberra would like to hear from you. We welcome all feedback and complaints and we will use it to help us improve our services. If you are happy or not satisfied with the service you received or you have any concerns, please let us know.

Information provided by you will be handled in accordance with the Your Home Canberra’s Privacy Policy Statement: Privacy Policy.

It will be made available only to those parties involved in the resolution process unless you have expressly authorised its disclosure.

What is a complaint?

It is an expression of dissatisfaction made to or about our organisation, related to our services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

What can I complain about?

  • Breach of Focus Code of Conduct
  • Our standard of service
  • Discrimination
  • Staff member attitude / treatment to clients
  • Failure to action on your request/enquiries
  • Failure to provide service
  • Focus policies/procedures

 

You are always welcome to raise any concerns aside from the list stated. If Your Home Canberra is unable to deal with any part of your complaint, we will inform you as soon as possible and refer you to the appropriate person/organisation.

 

Who can complain?

Anyone can make a complaint to us. It could be client, guardian, family member, advocate, staff or any members of the community.

 

How to raise a complaint?

You have different options in raising your concerns:

  1. In person : Focus Office –  32 Thesiger Court Deakin ACT 2600
  2. Via the online Feedback and Complaints Form at focusact.org
  3. Email: feedbackandcomplaints@focusact.org
  4. Phone: 6282 9422
  5. Accessing Client/Guardian Portal: https://www.focus-point.org

A complainant has the option to have a support person present. It could be a friend, a relative or an advocate.

The complaint must include the following:

  • Complainant’s full name and contact details, including preferred method of contact
  • Summary of events that lead to the complaint
  • Supporting evidence including documentations if available
  • The outcome that you are seeking

 

Anonymous complaints:

Your Home Canberra accepts anonymous complaints and will carry out an investigation of the issues raised where there is enough information provided.

 

What will happen after I make the complaint?

Your Home Canberra management aims to resolve complaints as quickly as possible. As an initial step, we will attempt to resolve a complaint informally.

If the issue is not resolved, we will escalate it as a formal complaint and will follow the Your Home Canberra feedback and complaints handling procedure: (see steps below )

1. RECEIVE (same working day)

  • Complaint received
  • Staff receiving the complaint assesses the nature of the complaint and determines the urgency and importance

2. RECORD (within 1 working day of receiving the complaint)

  • Details of the complaint must be recorded in the Feedback and Complaints Management System in FlowLogic

3. ACKNOWLEDGE (within 3 working days)

  •  All feedback/complaints should be acknowledged where possible. Complaints should be acknowledged in the same way they were received, unless the client cannot be contacted or is anonymous

4. INVESTIGATE and RESOLVE (within 14 working days)

  • The time to resolve, investigate or review a complaint will depend on the nature and complexity of the complaint
  • If it is considered that more time will be required to investigate the complaint, the complainant/s will be kept informed of the progress of the investigation.

5. COMMUNICATE THE RESOLUTION  (within 3 days from finalising response)

  • When the investigation is completed, the outcome will be communicated to the complainant.
  • Complainants will be advised of further avenues for review of their complaint if not satisfied with the resolution.

Complaints Management Overview

If the complainant is dissatisfied with the outcome of Your Home Canberra’s review of their complaint, they may seek an external review of our decision with other external agencies such as the following:

  • ACT Housing Registrar, Community Services Directorate (Phone: 6205 5202)
  • National Regulatory System Community Housing (NRSCH)

Please refer to link below of NRSCH handling factsheet.

NRSCH COMPLAINT HANDLING FACTSHEET