Feedback
Compliments or Complaints
We appreciate feedback about the service you receive. Details about how to provide a compliment or make a complaint are outlined below.
Compliments
We’re happy to hear about instances where you have been pleased with the service you received. It might be a THA staff member who has displayed exceptional service, an agent who has gone out of their way to assist you or a contractor in your town who responds quickly to repairs and maintenance requests. If you’d like to let us know please complete the on-line feedback form. Your compliment will be forwarded to the person concerned.
Complaints
A complaint is:
- "an expression of dissatisfaction with the THA's quality of service, policies, procedures, rental charges, employees or agents".
Should you have a complaint, please contact us by telephone or in writing. You can complete an on-line feedback form and submit your complaint electronically. Alternatively, complete a downloaded form and fax it to the THA (see contact details on the contact page).
Complaints are directed to the responsible branch manager or senior officer. If it is an issue of alleged fraud or corruption, the matter will be immediately referred to the General Manager for investigation. The identity of the person making the complaint will be kept confidential.
We will address your complaint by providing:
- A telephone response within two working days where you have made telephone contact and the matter cannot be dealt with immediately; or
- A written response within five working days where you have made a written complaint and the matter cannot be responded to sooner by telephone contact.
Complaint Review
If you are not satisfied with the solution offered or action taken by us, you may have the complaint reviewed by the General Manager.
The General Manager will:
- Ensure that the matter has been properly investigated
- Communicate to you a decision within ten working days of receiving the request for a review and
- Refer the matter to the THA Board if you are still not satisfied with the decision.
Contact Details
These can be found on the contact page