Appendix A: Responding to complaints/appeals/feedback about register related issues Who the person should approach if they have If not satisfactorily resolved then the person should be directed to the Decisions relating to feedback, a complaint or seek to appeal a area below (relevant to their issue) decision VHR applications Original Decision Complaints & Privacy Unit refer complaints and feedback relating to: Participating registered agency housing, homelessness services provided by DHHS For examples: other services provided by DHHS Participating Registered Agency delivery issues designated support providers Homelessness Support Provider Designated support provider service to the relevant division / organisation for appropriate investigation Housing Call Centre and response. delivery issues Local Area Office. Housing Registrar responds to feedback about registered housing Public housing allocations agencies, including allocations decisions. Their role is to monitor, review and investigate unresolved complaints of tenants or prospective tenants. Participating registered agency Housing Appeals Office manages appeals relating to VHR eligibility allocations and public housing allocations decisions. Their review involves checking that policies and procedures have been applied correctly. Referrals of public housing applicants Service Implementation and Support (SIS), Director, Service Implementation and Support, Department of Department of Health and Human Services Health and Human Services responds to feedback relating to: to participating registered agencies includes: policies (rather than individual decisions) regarding VHR VHR team and Policies regarding VHR eligibility (i.e. eligibility (i.e. public housing and community housing eligibility) policies regarding public housing allocations both public housing and community Housing Practice Support team. housing) authorisation for access to VHR. Authorisation for access to VHR Policies regarding public housing allocations.
Appendix A: Responding to complaints/appeals/feedback about register related issues Decisions relating to Who the person should approach if they have feedback, a complaint or seek to appeal a decision If not satisfactorily resolved then the person should be directed to the area below (relevant to their issue) VHR applications Participating registered agency delivery issues Designated support provider service delivery issues Public housing allocations Participating registered agency allocations Original Decision For examples: Participating Registered Agency Homelessness Support Provider Housing Call Centre Local Area Office. Complaints & Privacy Unit refer complaints and feedback relating to: housing, homelessness services provided by DHHS other services provided by DHHS designated support providers to the relevant division / organisation for appropriate investigation and response. Housing Registrar responds to feedback about registered housing agencies, including allocations decisions. Their role is to monitor, review and investigate unresolved complaints of tenants or prospective tenants. Housing Appeals Office manages appeals relating to VHR eligibility and public housing allocations decisions. Their review involves checking that policies and procedures have been applied correctly. Referrals of public housing applicants to participating registered agencies Policies regarding VHR eligibility (i.e. both public housing and community housing) Authorisation for access to VHR Policies regarding public housing allocations. Service Implementation and Support (SIS), Department of Health and Human Services includes: VHR team and Housing Practice Support team. Director, Service Implementation and Support, Department of Health and Human Services responds to feedback relating to: policies (rather than individual decisions) regarding VHR eligibility (i.e. public housing and community housing eligibility) policies regarding public housing allocations authorisation for access to VHR.
Complaints%2C%20Appeals%20and%20Feedback%20Processes.docx