Complaints policy

You have a right to express dissatisfaction about a service, action or behaviour of AHURI Limited employees. AHURI Limited takes all complaints seriously and manages complaints in an accountable, transparent and meaningful way.

Submitting a complaint

Complaints should be made in writing, outlining the facts and issues leading up to the submission of the complaint. However, AHURI Limited will also take reasonable steps to ensure the complaints process remains flexible and that no one is excluded from making a complaint, including the lodging of verbal and anonymous complaints.

In the first instance, the complaint should be addressed to:

  The Company Secretary
  Australian Housing and Urban Research Institute
  Level 1, 114 Flinders Street
  Melbourne Vic   3000

Responsiveness

All complaints will be acknowledged in writing as soon as practicable after receipt of the complaint. Complaints will be dealt with in a timely manner and complainants will be kept informed about the steps involved in the complaints process, anticipated timeframes and any other factors affecting the progress of a complaint.

Assessment and action

In the first instance, the Executive Director will appoint the Company Secretary to attempt the resolution of complaints. Where the Company Secretary is the subject of a complaint the Deputy Executive Director will attempt to resolve the issue. However, if the complaint is not able to be resolved locally, the Executive Director may refer the complaint directly to the Chairperson of the AHURI Limited Audit, Finance and Risk Management Committee who will determine the appropriate course of action.

Outcome and system improvement

In providing meaningful feedback on the outcome of a complaint, AHURI Limited will clearly explain in writing:

  • the outcome
  • the reasons for the outcome
  • the factors considered in the decision-making process
  • advice on any avenue of review available to the complainant.

The outcome may include:

  • the original AHURI Limited action or decision is supported and no further action is warranted
  • the action or decision should be amended or revised
  • the action or decision should be better communicated
  • an apology should be offered to the complainant.

Monitoring effectiveness and reporting

An important element of the complaint management process is the identification and implementation of systemic improvements. Information obtained from the complaints management process will be analysed to assist in the identification of possible trends and systemic issues, and recommendations made where appropriate.

Review process

If the complainant believes that a complaint cannot be resolved, or addressed impartially at the local level, they can request the matter be referred to the Chairperson of the AHURI Limited Audit, Finance and Risk Management Committee who will determine the appropriate course of action.