CEHL is committed to providing high-quality services and fostering a culture of accountability, transparency and continuous improvement. Feedback and complaints help us to improve our services and support fair and responsive decision-making.
We welcome your feedback
CEHL values feedback from renters, prospective renters and others who engage with our services. Hearing about your experiences helps us understand what we’re doing well and where we can improve.
Feedback may include:
- compliments about a positive experience;
- suggestions for improvement;
- ideas about how we can better deliver our services.
We review feedback regularly and use it to help improve our services.
You can provide feedback to CEHL at any time using the contact methods listed here.
When should I make a complaint?
Complaints differ from feedback because they follow a formal process, and you will receive a response outlining the outcome.
If you are dissatisfied with a housing or tenancy service, a decision made by CEHL or a co-operative, the conduct of CEHL, a co-operative member or director, or the way a previous complaint was handled, and you would like the matter reviewed or investigated, you can make a formal complaint.
We want to make sure your complaint reaches the people who can take action. Depending on the issue and whether you are a direct renter, a CMC member or a CERC member, responsibility for managing a complaint may sit with CEHL, your co-operative, or both. CEHL records all complaints it receives and refers them to the appropriate complaint pathway. CEHL also provides guidance, support and training to co-operatives to promote effective complaint management and resolution.
Complaints about a co-operative
Contact your co-operative directors
If your concern relates to one of the matters in the table, please contact your co-operative first, and they can help you, using your co-op’s complaint management process.
| Common Equity Rental Co-operatives (CERCs) | Community Managed Co-operatives (CMCs) |
|---|---|
| Member selection | Member selection |
| Co-operative member or board conduct | Co-operative member or board conduct |
| Co-operative governance and procedures | Co-operative governance and procedures |
| Tenancy matters | |
| Neighbour issues | |
| Responsive maintenance |
Note: If your concern does not relate to matters listed in the table, please refer it directly to CEHL using one of the complaints options below
If you are not satisfied with the outcome:
Complaints about a co-operative are managed through the co-operative’s own complaints and dispute resolution process. If you are not satisfied with the outcome of a complaint handled by a co-operative, you may wish to seek independent advice or explore external review or dispute resolution options that may be available to you. Further information about available external organisations is provided in External Review and Support Services.
Complaints about CEHL
Contact CEHL
Please contact CEHL if your complaint relates to one or more of the matters:
- CEHL employee or contractor conduct
- Housing or tenancy services managed by CEHL
- Maintenance or capital works managed by CEHL
- Management of a previous complaint by CEHL.
How to provide feedback or make a complaint:
- Fill in the form
- By phone: (03) 9208 0800
- By email: feedback@cehl.com.au
- Download a form to print, fill in and post to CEHL
- By contacting your CEHL Tenancy Cordinator
- You can appoint an authorised representative or advocate to make a complaint on your behalf
Your privacy
Your feedback and any information you provide will be handled in accordance with the Privacy Act 1998 (Commonwealth). Please see CEHL’s Privacy Policy.
Anonymous complaints
You can make a complaint anonymously. Please note that if you make an anonymous complaint, we may not be able to:
- Contact you for further information that may be required to investigate the complaint.
- Update you on the outcome of your complaint.
What happens once CEHL receives your complaint?
Once CEHL has received your complaint, you will receive an acknowledgment, normally within five business days, plus postage time for direct letters.
We will review the information you provided, investigate the concerns, and determine an appropriate outcome. We aim to complete our investigation and respond to your complaint within 30 days.
If you are not satisfied with the outcome:
You may lodge an appeal for a review of the outcome within 30 days of receiving the outcome. CEHL may accept a late appeal in exceptional circumstances. We aim to provide a review outcome within 30 days.
External review and support services
Depending on the nature of the issue, you may also be able to seek assistance from an external regulator, dispute resolution service or tribunal.
See the list of external review and support services below.
Rental Dispute Resolution Victoria (RDRV)
For tenancy disputes relating to repairs, bonds, compensation and rent increases. RDRV provides a free dispute resolution service and may help parties resolve issues without a VCAT hearing.
Website: Rental Dispute Resolution Victoria
Dispute Settlement Centre of Victoria (DSCV)
Provides free and confidential dispute resolution and mediation services for a range of community and residential disputes.
Phone: 1300 372 888
Website: Dispute Settlement Centre of Victoria
Victorian Civil and Administrative Tribunal (VCAT)
For tenancy matters and residential rental disputes within VCAT’s jurisdiction.
Phone: 1300 018 228
Website: www.vcat.vic.gov.au
Consumer Affairs Victoria (CAV)
For information about co-operative governance, rights and responsibilities under the Co-operatives National Law, and other consumer matters. Consumer Affairs Victoria notes that co-operative disputes may be addressed through the co-operative’s grievance process, mediation, or court remedies where appropriate.
Phone: 1300 558 181
Website: Handling Disputes in a Co-operative | Consumer Affairs Victoria
Housing Registrar
For concerns about whether CEHL is meeting its regulatory obligations.
Website: Managing complaints | vic.gov.au
More information
You can find more information in CEHL’s Complaints and Appeal Policy
What is co-op housing?
A housing co-operative is a community of people who work together to meet their housing needs.