COMPLAINTS AND APPEALS

You may choose to lodge a complaint with us if you believe that you have been unfairly treated in gaining housing or during your tenancy or discriminated against on the basis of gender, race, sexuality, etc.

Our commitment to you

We are committed to providing a high level of service to our clients and respect the rights of individuals to provide feedback on our actions, services or products.

Your complaint will be handled in a fair and confidential manner. The information that we receive will be used to improve our services in the future.

Contact us

In many instances, you can provide your feedback or complaint by contacting our office in person or by phone. If you do not wish to talk about the matter with office staff or if they are unable to resolve it informally, you can address your issues in writing:

Marked Confidential to: Complaints Manager, Mangrove Housing PO Box 602 Wynnum Q 4178

What we need

Please provide us with as much information as possible so we can effectively address your feedback or complaint.

If you need to meet with us regarding the matters addressed, you may have an advocate or an interpreter present. If required, we can assist you with gaining their services.

What we will do

We will contact you with details of who is managing your complaint and how long we expect it will take to respond to it. If delays occur in addressing the matter, we will let you know. You can also contact the person who is managing your feedback or complaint to check on its progress. Once we have looked into your feedback or complaint, you will receive a letter providing you with a response.

Further investigation

If you are not satisfied with the final response, you may contact other agencies for resolution to your complaint. Some examples are:

Bayside Tenancy and Advice & Advocacy Service   Ph.: 338930016

Residential Tenancies Authority Ph 1300 366 311

Tenants Union of Qld.   Freecall – 1800 177 761

The Qld Dispute Resolution Centre (Mediation Services) Ph 3239 6007              

(Tenancy Advice and Advocacy Services are available in many regions and their locations can be provided by the Tenants’ Union of Qld.)