Customer care | Defence Housing Australia

Service Charter

At Defence Housing Australia, we are dedicated to providing you with the highest standard of service. Here's what you can expect from us.

Attentive and respectful service: We listen carefully and treat you with the utmost respect and professionalism in every interaction.
Transparent communication: We believe in keeping you informed at every step, ensuring you're always in the loop.
Support when you need it: We're here to assist you wherever we can, ensuring your experience is as smooth as possible.
Reliability you can count on: We follow through on our promises, delivering what we say we will.
Clarity in decisions: When decisions impact you, we'll explain our reasoning where appropriate, so you always understand the why.
Privacy respect: Your personal information is safe with us; we respect and protect your privacy.

To help us serve you better, we ask for your support in the following ways.

Mutual respect: Please treat our team members with the same respect and courtesy that we offer you.
Accessibility needs: Let us know if you require any special assistance in accessing our services.
Fulfilling obligations: Understand and meet your responsibilities, including any contractual conditions.
Providing information: Share the information we need to assist you effectively.

We value your feedback and encourage you to share your thoughts with us—whether it’s a compliment, a suggestion, or a concern.

Feedback: Your insights help us improve. Share any suggestions or comments that could help us enhance our services.
Compliments: If someone on our team has made a positive impact, let us know! You can either tell them directly or submit a compliment through our channels.
Complaints: If we fall short of your expectations, please let us know. We're committed to continuously improving and addressing any issues in a fair and timely manner.

Step 1: Lodge a complaint

Describe your concern and how it has affected you.
Share the necessary information for us to investigate, including dates, specifics, documents, and reports.
Let us know what outcome you are seeking.
Within two business days, we’ll acknowledge your complaint and provide you with a reference number for tracking.

Step 2: Assessment and resolution

We will investigate and aim to resolve your complaint within 21 days.
If we need more details, we will contact you.
The relevant division will assess your submission, overseen by our Customer Care team.
Some matters may take longer to resolve, but we’ll keep you updated throughout the process.

Step 3: Review

If you're not satisfied with the outcome or handling of your submission, you can request a review by our Customer Care Team or ask for an alternative resolution method.

Are you a Defence member, landlord, or contractor? Log in to Online Services and select online enquiry.

If you don't have an Online Services account, you can submit an enquiry through our online form, or you can write to us:

Customer Care Team
Defence Housing Australia
PO Box 4923
Kingston ACT 2604