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Our Statement of Client Service
We will do our best to provide you with good service by:
showing you respect by:
- being courteous and polite
- explaining decisions affecting you
- explaining things that you need to know and do
- giving prompt service.
being honest and acting with integrity by:
- providing accurate, complete, timely and clear information
- following through and doing what we say we will
- keeping you informed
- acknowledging and fixing any mistakes.
valuing differences by:
- providing service that is sensitive to your needs
- discussing your housing options and choices
- referring you to other services you may need
- providing interpreter services when required
- working with you to find the best housing solution.
All together, this means:
- Good service - our promise to you.
Providing you with good service is important to us.
You can help us serve you better by:
- giving us correct and complete information on time
- letting us know if your situation changes
- treating our staff with courtesy and respect
- letting us know if you don’t understand any information we give you
- telling us how we can improve our services.
You are entitled to:
- an explanation of the reasons for our decisions
- a review of a decision if you think it was made incorrectly
- access documents (including your own personal information) under Freedom Of Information (FOI) legislation
- have your personal information kept confidential unless authorised by you or by the law.
Standards of service
You can expect our service to meet the following standards.
When you telephone us, we will:
- answer promptly
- greet you, identifying the department and ourselves
- transfer you no more than once
- return your call within one working day or within an agreed time.
When you write to us, we will:
- provide an answer within 10 working days of receiving the letter, or
- let you know when you can expect a response.
When you visit us, we will:
- greet you and advise when we can spend time with you
- attend within 10 minutes of any appointment made, or let you know if there is a delay.
When we visit you, we will:
- give advance notice that we wish to visit
- arrange a convenient time.
We welcome your feedback so we can keep improving our service to you. We would like to know if you are happy or unhappy about our service or decisions. Please complete our feedback form.
For more information, contact your local Department of Housing office, in person, by telephone or fax, or write to the department at GPO Box 690, Brisbane Qld 4001.
Last updated 07 July 2005
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