Client Service Charter

OUR COMMITMENT TO YOU
We believe that safe, secure, affordable and appropriate housing is a fundamental human right.
As such we are committed to providing quality services to assist you to resolve residential tenancy issues yourself or, to advocate on your behalf if necessary.

WHAT YOU CAN EXPECT FROM US
When you are in contact with our organisation, we will:
• Treat you with respect at all times
• Treat you fairly and without discrimination
• Inform you of your rights and responsibilities
• Protect your personal information and only use it for the right reasons
• Involve you in decisions about the services you access and support you to have a say
• Support you to connect with other services if needed
• Tell you how to provide us with feedback on our service and how to make a complaint

HOW YOU CAN HELP US
You can help us provide a quality service if you or your support person:
• Provide us with complete and accurate information about yourself and your situation
• Tell us if things change or you cannot keep an appointment or commitment
• Act respectfully and safely towards other people using the service, and towards staff and volunteers
• Provide us with feedback about our service and how we can work better

HOW YOU CAN PROVIDE FEEDBACK
We value your feedback on a positive experience you have had with us or how we can improve Tenancy WA’s services.
We also want to know if you are not happy with the service you have received. If you believe you have not been treated fairly and reasonably by us or by someone delivering services on our behalf please tell us.

You can give us this feedback in one or more of the following ways:
• Talk directly to the staff member
• Ask to speak to a more senior staff member
• Contact our head office via the website online form or
• Put your feedback in writing and send this through to 2/18 Plain Street East Perth 6004
• Participating in any email/ telephone evaluation procedures

HOW WE MANAGE COMPLAINTS
We want to resolve complaints openly, honestly and quickly.
We will acknowledge your complaint in writing within 2 business days and respond within 15 business days.
You can make a complaint in writing and either email or post to:
Email: info@tenancywa.org.au
Post: 2/18 Plain Street, Perth WA 6004
If you are not satisfied with our resolution of your complaint, you may contact an independent body such as, but not limited to, the following:
The Legal Aid Commission of WA
The Legal Practice Board of WA State
Attorney General’s Department
The Community Legal Centres Association of WA