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Homelessness Advocacy Service (HAS)
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Homelessness Advocacy Service
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Introduction
Advocacy
Training
Secondary Consultation
Sector Development
Complaints
Introduction
About the Homelessness Advocacy Service (HAS)
Do you have a problem with a Government funded Homelessness support and accomodation service such as Crisis Accomodation, THMs or a Rooming House service? HAS will inform you of your rights and how to make a complaint.
Free Call 1800 066 256
Homelessness Advocacy Service 2004-2005
On the 1st January 2005 the Homelessness Advocacy Service (HAS) opened for business, a new service, born out of the Victorian Governments Homelessness Strategy and the development of a broader quality framework for the service system aimed at securing and protecting the rights of people experiencing homelessness.
The Victorian Homelessness Strategy included the implementation of two important projects:
• The Integrated Strengthened Complaints Strategy including the Department of Human Services’ Complaints Management Unit and the Homelessness Advocacy Service
• The Charter of Rights and the Homelessness Assistance Service Standards.
The Homelessness Advocacy Service is a key component of both these initiatives.
All complaints raised through the Homelessness Advocacy Service are recorded utilizing the DHS’ Integrated Complaints Management processes. This transparency ensures that all complaints are responded to in a consistent, fair and timely manner and that trends and developments in complaints are identified and addressed where systemic advocacy or change is required. The Integrated Strengthened Complaints Management Strategy offer redress to people who have had their rights breached through effective complaints resolution mechanisms.
Complaints raised through the Homelessness Advocacy Service are measured against the Homelessness Assistance Service Standards. These standards were developed through extensive consultation with people who have experienced homelessness, community based service providers and key stakeholders. The Victorian Homelessness Assistance Service Standards set out standards of good practice for service delivery in the homelessness assistance sector. The standards and a process for assisting services to implement them have been designed to improve the service system’s transparency, consistency and responsiveness in addressing the needs of people experiencing or at risk of homelessness. The overall aim is to improve outcomes for people and communities served.
The Homelessness Advocacy Service promotes the OoH Consumer Charter to homelessness service users and encourage people who feel that their rights under the charter have been breached they can seek the assistance of the Homelessness Advocacy Service and/or lodge a formal complaint. Homelessness organizations will be expected to demonstrate evidence of a commitment to the 11 rights articulated in the charter. The Charter will be embedded in the Homelessness Assistance Service Standards and in future homelessness services’ funding will be tied to compliance with these standards.
It is worthwhile looking at the Homelessness Advocacy Service in a historical context and, to acknowledge the ongoing commitment to upholding human rights since the establishment of the Support and Accommodation Rights Service 11 years ago. SARS was established by the Council to Homeless Persons (CHP) to actively and positively contribute to processes and actions that seek to improve the human rights of homeless people.
The Support and Accommodation Rights Service was underpinned by the belief that all human beings are entitled to a basic suite of inalienable human rights, and that implicit power imbalances exist within various structures in society including the Homelessness Service System (HSS). Advocacy was identified as a means of addressing the imbalance between service providers and service users in the Homelessness Service System and this constituted the bulk of the Support and Accommodation Rights Service work. While some service user rights are articulated within the SAAP Act 1994 (Cth) as well as the various International Treaties to which Australia is a signatory, it had been the programs experience over ten years of operation, that while many SAAP services work from a rights-based platform, there are still consistent and routine breaches of service user rights within the Homelessness Service System. The Homelessness Advocacy Service is an expanded program of its predecessor, the Support and Accommodation Rights Service.
The current work of the Homelessness Advocacy Service is separated into three broad areas –individual advocacy, secondary consultation and training and the Peer Education Support Program.
Advocacy
The Homelessness Advocacy Service provides state-wide advocacy to people who have a complaint with any of the 300 + Office of Housing (OoH) funded homelessness service in Victoria including SAAP, THM, OoH funded Rooming House and other homelessness services. Advocacy involves individual support to people who are seeking to make complaints regarding service provision. These complaints are measured by the services’ compliance with the Homelessness Assistance Service Standards, the service’s funding and service agreement, Commonwealth and State legislation such as the SAAP ACT 1994, the Equal Opportunity ACT 1984.
Recurring issues raised through complaints by people accessing the Homelessness Advocacy Service included:
• Lack of support and appropriate referral
• Unfair eviction with no exit options
• Disempowerment over choices and decision making
• Discrimination
• Breach of privacy and confidentiality
• Not being treated with dignity and respect
• Service exclusion
• Feeling unsafe in accommodation
• Inappropriate accommodation
• Sexual and other forms of harassment
• A lack of and/or access to culturally appropriate information
Some of the achievements of the Homelessness Advocacy Service in 2004/2005
• The Homelessness Advocacy Service has relocated to the adjoining building to accommodate the expansion of the program. A new upgraded telephone system with increased lines has been installed, and all computers have been upgraded.
• Training provided: State-wide SAAP Induction Training, Barwon South West Homelessness Network Combined Regional Forum, Ozanam House, Frontyard Youth Services, Elizabeth Hoffman House, Office of Housing Integrated Complaints Management State-wide training x 10 sessions. OoH Homelessness Assistance Service Standards x10 sessions.
• Outreach: Regular outreach at Frontyard Youth Services, Ozanam House and funded Rooming Houses in partnership with the Tenants Union of Victoria Rooming House Service.
• Information dissemination regarding the Homelessness Advocacy Service: Multiple language promotional materials. Languages printed: Arabic, Macedonian, Cambodian, Serbian, Turkish, Chinese, Somali, Vietnamese, Croatian and Spanish. Production of poster has involved consumer collaboration. Business cards, postcards, and updated website. Various articles in Parity magazine.
• The Homelessness Advocacy Service works collaboratively with the Homeless Persons Association and have acted as an agent in organising office space for the Homeless Person Association within the Council to Homeless Persons building.
• State wide secondary consultation to Services regarding internal Grievance Procedures and Policies.
Currently, the staff of HAS consists of Annie Paliwal, Coordinator, Michala Wright, Peer Education Support Coodinator/Advocate, Angela Kyriakopoulos, Advocate.
Free call 1800 066 256
To visit: 2 Stanley Street, Collingwood, 3066.
Email: has@chp.org.au
Admin: 03 9419 8529
Fax: 03 9419 7445
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Homelessness Service Sector Capacity Building
Service sector capacity building is a process of buiding the skills and capacity of services and staff to provide homelessness assistance services within a strong service user rights culture, focussing on complaints processes, service user participation in decision-making and reflective practise development. The HAS, DHS and homelessness services, will work in partnership to build the sector's capacity to respond to the needs of clients in a way which is holistic, inclusive, integrated, respectful and rights-based.
There are four essential elements to the HAS sector capacity building strategy, all inclusive of consumer participation.
These are:
1. Training, including DHS training programs and rights based training opportunities;
2. Secondary Consultation to homelessness assistance services to support them in developing complaints resolution processes and service user rights-based approaches to service delivery;
3. Information to services on service user rights and the OoHs' Integrated Complaints Management System;
4. Research, policy and practise development
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Advocacy
Advocacy
Advocacy
Advocacy services include:
Providing information and advice to consumers about their rights and how to raise complaints and negotiate complaint mechanisms.
Assisting consumers with raising formal complaints such as attending meetings, writing letters, accessing and keeping records in relation to
complaints. HAS can help clarify issues and present complaints in
appropriate formats.
Referral to external complaint bodies where appropriate
Raising complaints directly with service staff on behalf of consumers
HAS represents the concerns and complaints of homelessness service users.
We work with service users, to empower them, and to encourage maximum
participation and decision making by the client in taking up and exercising
their rights in the service system and beyond.
HAS is independent.
HAS is not an initiator, mediator, investigator, prosecutor or arbiter of
complaints.
Some common issues presented to HAS include:
Not being treated with dignity and respect
Discrimination
Service exclusion
Unfair eviction
Breach of confidentiality
Missuse of 60 and 120 day notice to vacate
Withholding information
Inappropriate/lack exit plan
Reinforcing power imbalances
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HAS Case Studies
Rural issues
There is a clear challeges relating to distance when advocating for people raising complaints in rural areas. For the complaint to be dealt with promptly and client contact to be as easy as possible, the telephone is expected to be the preferred method of communication. To facilitate access the client to will be given the 1800 number currently used by HAS. There are clear limitations because of the distance involved, however the service will always need to be tailored to the servic users needs. Although the service efficiency must be considered, HAS will have the resources for an advocate to attend in person in regional and rural if required. HAS deals with many complaints raised in rural areas. The service user’s interests are the most important issues to address. The advocate needs to be mindful that they are working in a close community. There needs to be sensitivity to relationships between the service users and providers. It is essential to operate with an awareness of these rural considerations, such as limited service within a catchment area and therefore the need to maintain relationships. It has been HAS experience that service users and service providers can have contact in the future and so to maintain good relationships is important and particularly in these areas where there are not as many services.
In this specific example a single mother of five living in a regional centre. She had been forced to leave private rental as it had become uninhabitable. Facing homelessness with five children she contacted HAS. The advocate referred her to the local THM in the area and then to the local SAAP service. Unfortunately the response to her request from the SAAP was not sufficiently timely and so the women arranged caravan park accommodation. Initial promises of accommodation in a THM were not followed through by the service. As Easter was approaching the caravan park accommodation came to an end as the preference was for higher paying holiday makers. This problem must have been known by the SAAP and yet the service to the client and her five children was stopped without notice. The client again was in contact with HAS. The advocate then called for emergency accommodation in the general area and Easter accommodation was found after considerable effort. A complaint about the level of service and abrupt termination of the SAAP service was made. In consultation with the client the advocate drafted a letter of complaint to the board of the SAAP service, this being necessary as the complaint was against the manager. Little action was taken by the service. In an attempt to secure long term sustainable housing for the woman and her family the advocacte referred her to a PHAP agency and an application for public housing made. The woman and her children were approved for early housing. While waiting for that housing the advocate negotiated on behalf of the woman with the SAAP service and support was reinstated. Therefore through the HAS advocacy the client remained in contact with relevant services and had accessed long term affordable and safe housing.
A common complaint presented by young people accessing HAS is denial of support and accommodation due to mental illness or a drug or alcohol dependency. Conduct that may result from medical conditions or dependency problems may present certain challenges and risks to service providers but to systematically exclude young people on these grounds could be found to be discriminatory. HAS robustly advocates for service accountability, including the application of appropriate risk assessment rather than risk avoidance.
It is imperative that we all work within a legal and ethical context, and keep in mind that federal and state anti-discrimination legislation prevents accommodation and service providers from discriminating against people on the grounds of their disabilities.
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Training
Training
Training
HAS provides state-wide training and sector development in the
homelessness service sector. Training includes the state-wide service
provided by HAS, ways of developing and implementing a rights based
approach, effective complaints management, implementation of the
Homelessness Assistance Service Standards, the Consumer Charter of Rights
and Responsibilities. Through the Peer Education Support Program, HAS
provides training on consumer participation and input into the development
and delivery of training modules. The Peer Education Support Program
provides volunteers with training and vocational opportunities.
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Secondary Consultation
Secondary Consulation
HAS provides advice and secondary consultations to homelessness services
relating to a broad range of practice and policy issues including internal
grievance policy development, implementation of the Homelessness
Assistance Service Standards and the Consumer Charter of Rights and
Responsibilities.
HAS works through grievance procedures with services to achieve positive outcomes for consumers. Effective
complaints resolution procedures are the foundation for the provision of
advocacy services.
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Policy and Practise Development
HAS initiates and participates in collaborative projects in the area of policy and
practise development. The operation of HAS as a core function of the Council to Homeless Persons has enhanced CHP’s policy and practise strategy by grounding
policy developments in practise. HAS provides input into CHP’s policy
submissions and research and platform to collaborate with service users through PESP. HAS provides input into the Homelessness Service System through consultation and collaboration.
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Sector Development
Development
Policy and Practise Development
HAS initiates and participates in collaborative projects in the area of policy and
practise development. The operation of HAS as a core function of the Council to Homeless Persons has enhanced CHP’s policy and practise strategy by grounding
policy developments in practise. HAS provides input into CHP’s policy
submissions and research and platform to collaborate with service users through PESP. HAS provides input into the Homelessness Service System through consultation and collaboration.
Education/Training
HAS provides state-wide training and sector development in the
homelessness service sector. Training includes the state-wide service
provided by HAS, ways of developing and implementing a rights based
approach, effective complaints management, implementation of the
Homelessness Assistance Service Standards, the Consumer Charter of Rights
and Responsibilities. Through the Peer Education Support Program, HAS
provides training on consumer participation and input into the development
and delivery of training modules. The Peer Education Support Program
provides volunteers with training and vocational opportunities.
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Equal Service: Homelessness Guidelines Project
The Victorian Government has made a commitment to reducing discrimination against people who experience homelessness.
Equal Service encapsulates the principle that all consumers are entitled to receive equal standards of service, regardless of their social status.
Discrimination
Research commissioned by the department suggests that discrimination is a major causal factor of homelessness and can systematically exclude people from access to goods, services, the justice system, health care, housing and employment. In addition to contributing to homelessness, discrimination can also diminish a person’s well-being, cause ill health and exacerbate or maintain homelessness.
Discrimination occurs when someone has been treated unfairly or unfavorably because of a personal characteristic, such as being homeless or unemployed.
People experiencing homelessness often report being discriminated against when trying to access accommodation or other services.
Homelessness
Officially, one in every 200 Victorians are homeless. Losing your job, getting sick, domestic violence, relationship breakdowns, financial strain and emotional breakdowns can all lead to homelessness. Case studies we have conducted show a vast diversity of stories and causes of homelessness.
Equal Service
The Department of Justice’s Equal Service project aims to encourage business owners and managers to treat all people fairly and equally and to reduce discrimination against homeless people.
The project has developed Homelessness Guidelines (attached below) to assist businesses in their dealings with homeless people. The guidelines provide practical information and tips that will be helpful to business operators in ensuring that they run their businesses in accordance with non-discriminatory principles.
An education campaign is being delivered to business and the community to coincide with the launch of the guidelines.
A series of innovative training tools have been developed:
A DVD of six animations, entitled EQUAL SERVICE: Homelessness Myths and Memories. Each animation tells the story of an individual who has experienced homelessness. Combined, the stories identify that there are many different pathways into and out of homelessness, and collectively help to show the bigger picture of who the homeless really are in our society.
A DVD, entitled EQUAL SERVICE: Business to Business, is a voxpop of business leaders and Melbourne identities explaining the work they undertake in the homelessness sector.
A consumer card with information on the guidelines and where to get assistance.
Partners
The Department of Justice has worked with businesses and service providers, homelessness agencies, and people who have experienced homelessness. The advisory committee, who guided the development of the guidelines, included representatives from:
the Council to Homeless Persons
PILCH Homeless Person’s Legal Clinic
Real Estate Institute of Victoria
Victorian Employers Chamber of Commerce and Industry
Victorian Equal Opportunity and Human Rights Commission
Office of the Small Business Commissioner
Australian Hotels Association
Streetsmart
Ritchies Supermarkets
Loddon Mallee Accommodation Network.
For copies of the training tools or more information about the project, please email your request to legalpolicysubmissions@justice.vic.gov.au.
1. Equal Service: Guidelines for responding to challenging behaviours (PDF 595KB)
2. Equal Service: Guidelines for caravan park operators (PDF 662KB)
3. Equal Service: Guidelines for hospitality providers (PDF 728KB)
4. Equal Service: Guidelines for private rental (PDF 807KB)
5. Equal Service: Guidelines for retail outlets (PDF 796KB)
6. Equal Service: Guidelines for rooming house operators (PDF 746KB)
EQUAL SERVICE
Guidelines for responding to
challenging behaviours
Difficult behaviour can take many forms including unreasonable demands or
persistence, inappropriate behaviour, offensive language, and threats to self
harm, harm another or damage property.
In dealing with challenging behaviour, it is important to ensure that you
respect the rights of the person involved. Some people who exhibit difficult
behaviour may have an underlying health issue or a disability.
The Equal Opportunity Act 1995 makes it unlawful to discriminate against
someone due to his or her impairment, such as a mental illness or cognitive
disability. Impairment is one of many attributes protected under the legislation;
others include physical features, parental status, race or pregnancy. You cannot
treat someone less favourably when providing goods or services, regardless
of whether you are aware of the person’s impairment. If you refuse someone
service on this basis, it may be against the law and grounds for a discrimination
complaint against you.
While there are some exceptions under the Act, such as where there is a risk
to health and safety, the best way to avoid a complaint of discrimination and
reduce the negative impact of discrimination is to treat all consumers in a fair
and equal manner.
EQUAL SERVICE
Guidelines for responding to
challenging behaviours
1
It may be more difficult for a person with mental health issues to
communicate effectively and to understand some ideas or concepts. When
discussing a persons difficult behaviour, it is helpful to focus on the behaviour
that is causing the problem, and not the person exhibiting the behaviour.
Speak to the person in the same way as you would someone who was not
exhibiting difficult behaviour. Maintain a professional approach, treat the
person with dignity and listen to what they say. For example, treating a person
respectfully and explaining to them why they cannot enter or why they must
leave will help them to understand what they must do in order to access your
goods or services.
Once you have provided them with information about the standards you
expect to be met on the premises, you should give them the opportunity
to correct their behaviour. If they are unable to manage this, or unwilling to
change their conduct, then you can ask them to leave the premises.
Do not treat a consumer aggressively as this may heighten any confusion or
stress they are experiencing. If you do have to ask them to leave, you might
like to ask them if they would like you to call a support worker or advocate,
who can assist them with their needs. Alternatively, you could offer the
person use of a phone to make the call themselves.
2
The following tips may also be useful:
• Clearly explain the reasons for your decisions. Check that what you
are saying has been understood and ask if they have any
other questions.
• If empathy is appropriate, empathise with the distress of the person,
without agreeing to their perspective.
• You do not have to comply with unreasonable demands or treat
someone more beneficially than others on the basis that they are
very persistent or displaying difficult behaviour.
• Where difficult conduct is ongoing, it may be necessary to have a
plan to deal with the conduct and ensure that the plan is
clearly explained to the person. It may also be necessary to explain
how you will deal with difficult conduct in the future. Make
sure than any plan you make is reasonable and is followed.
Acknowledge any threats to self-• harm or harm to another or
property. If the threat is not overt, ask whether they are saying they
will self-harm, harm another or property. If this is confirmed,
tell them that you will have to inform the appropriate health or police
agency and do this.
Tips
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Victorian Equal Opportunity and Human Rights Commission
Provides free information and advice on the Equal Opportunity Act. Investigates
and conciliates complaints of discrimination, sexual harassment and racial and
religious vilification.
Advice Line 03 9281 7100
Toll Free 1800 134 142 (regional callers)
Website www.humanrightscommission.vic.gov.au
PILCH Homeless Persons’ Legal Clinic
Provides free legal information and advice to people who are homeless or at
risk of homelessness.
Free call 1800 606 313
Website www.pilch.org.au
Council to Homeless Persons’ Homelessness Advocacy Service
Provides information, advocacy and advice to improve outcomes for people
experiencing homelessness or at risk of homelessness.
Phone 03 9419 8529
Website www.chp.org.au
Department of Human Services
To assist someone access housing and support services, call 1300 650 172 and
ask for the Community Housing and Homelessness Programs area of your
regional office.
Dispute Settlement Centre of Victoria
Can provide free mediation and dispute resolution advice for a wide range of
disputes. Call 03 9603 8370 or 1800 658 582 (regional callers)
Resources
Disclaimer
The information contained in this brochure is intended as a guide only and is not a
comprehensive account of the law or a substitute for professional advice.
© Copyright State of Victoria 2007
This publication is copyright. No par t may be reproduced by any process except in accordance
with the provisions of the Copyright Act 1968.
ISBN TBC
Published by the Civil Law Policy Unit, Depar tment of Justice,
121 Exhibition Street, Melbourne, Victoria, 3000.
Also published on www.justice.vic.gov.au
For more information, contact the Depar tment of Justice, (03) 8684 1300
Authorised by the Victorian Government,121 Exhibition St, Melbourne, Victoria 3000.
Printed by Sovereign Press P/L, 6 Traminer Cour t, Wendouree.
Designed by www.magicbeanonline.com
If you would like to receive this publication in an accessible format, such as large print, please
telephone the Strategic Communication Branch, Depar tment of Justice on 03 8684 0332, or the
National Relay Telephone Service (TTY) 13 36 77 or email accessibility@justice.vic.gov.au.
This document was produced by: In collaboration with:
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Guidelines for caravan park operators
EQUAL SERVICE
Responsible approaches to consumers
experiencing homelessness
Guidelines for
caravan park operators
The Victorian Government has developed these guidelines to help you
manage a business that is fair and respectful of all consumers, regardless of
their social status. These guidelines have been developed in consultation with
business owners and operators throughout Victoria and with people who
have experienced homelessness.
EQUAL SERVICE
Responsible approaches to consumers
experiencing homelessness
Caravan Parks
1
Losing your job, getting sick, relationship breakdowns, domestic violence,
financial strain, and emotional breakdowns all can lead to homelessness. Some
people are more at risk of experiencing homelessness because of a lack of
support services, sustained and institutionalised discrimination, and/or negative
community attitudes.
Homelessness is a term used to describe people who do not have access to,
safe, secure or affordable housing. This includes people sleeping rough on the
streets or in squats, people staying with friends or families, people living in
crisis or transitional accommodation, and those staying in boarding houses or
in caravan parks without security of tenure. These people include Indigenous
Australians, people with disabilities, people from culturally and linguistically
diverse backgrounds, people with mental illness, older or younger people,
transgender and intersex people.
Homelessness can happen to anyone
2
EQUAL SERVICE guidelines are consistent with anti-discrimination and
residential tenancy laws that you are already required to comply with.
Providing EQUAL SERVICE does not mean that you do not have rights as
a business owner – it is about treating people with respect and not judging
them based on their appearance, background or social status. In following
the guidelines you will open your business to the broadest possible client base
and build your local reputation as a fair and responsible business leader.
People experiencing homelessness are often treated unfairly and harassed,
which can add to their difficulties. While discrimination on the basis of
homelessness is not against the law, under the Equal Opportunity Act 1995 you
must not discriminate against people because of their race, disability, physical
features and gender identity, just to name a few of the personal characteristics
covered by the Act. Adopting a policy of treating everyone fairly and equally
is a good first step towards minimising the risk of a complaint of discrimination
being made against you.
Why provide EQUAL SERVICE?
3
1. Meet the basic statutory requirements that govern
your industry
Under the Residential Tenancies Act 1997:
• You or your manager must respond to requests for urgent repairs
without delay and to all reasonable requests for general repairs.
Personal property cannot be held until rental a • rrears have been paid.
• You must ensure resident’s have 24 hour access to his or her caravan,
toilets and bathroom facilities.
• Reasonable access to any communal recreational or laundry facilities
must also be provided, and cannot be withdrawn if a resident falls
behind in rental payments.
• A resident can only be evicted after correct written notice.
• You may charge a fee for additional guests to meet amenities costs
and to charge for gas and electricity usage.
• Where utilities are not separately metered, you cannot charge a
resident more than the supplier would have charged them
for the utility.
Under the Equal Opportunity Act:
• You cannot refuse tenancy or otherwise disadvantage someone in
accessing your services because of a personal characteristic covered
by the Act.
• You cannot demand sexual favours in return for tenancy.
4
Guidelines to providing EQUAL SERVICE
2. Provide all consumers with the same level of service
All residents are entitled to be treated with dignity and respect. This means:
• A consumer is entitled to a vacancy regardless of whether they
require the assistance of an advocate or support worker.
• You cannot charge more rent or bond based on your assumptions
about an applicant. You are entitled to charge more for services
during peak/holiday seasons and to determine a sliding scale of fees
for levels of accommodation provided. However, you must
disclose your fee policies prior to them entering into
a tenancy agreement.
• A consumer is entitled to choose from the range of accommodation
that is available and within their budget.
• All relevant business policies relating to consumers must be fair,
equitable, clearly displayed, applied uniformly and comply with the
Equal Opportunity Act.
3. Accept all legal forms of payment for your service
If a resident can pay for a service, they should have the right to access
that service.
• Cash, Housing Establishment Funding (HEF) and charity cheques
should all be accepted as payment for accommodation.
• Centrepay is an option for rental payment but you cannot insist on
using Centrepay facilities as part of your lease agreement.
5
Work together to maintain a tenancy
• If a resident is experiencing problems including rental
arrears, you should try and work with them to identify
solutions that promote sustainable tenancies.
• Providing residents with a range of information
and referral to support services can be useful in
promoting sustainable tenancies.
• Providing consumers appropriate referral to emergency
and advocacy services on serving an eviction notice can
assist in securing alternative accommodation.
• Developing robust policy and practises for conflict
and dispute resolution will help ensure a fair and
respectful environment.
Tips
6
Consumer Affairs Victoria
Provides free information and advice on the Residential Tenancies Act. They
also publish a useful resource guide Caravan Parks: A guide for residents, owners
and managers.
113 Exhibition Street, Melbourne.
Telephone 1300 5581 81
Website www.consumer.vic.gov.au
Victorian Equal Opportunity and Human Rights Commission
Provides free information and advice on the Equal Opportunity Act. Investigates
and conciliates complaints of discrimination, sexual harassment and racial and
religious vilification.
Advice Line 03 9281 7100
Toll Free 03 1800 134 142 (country callers)
Website www.humanrightscommission.vic.gov.au
PILCH Homeless Person’s Legal Clinic
Provides free legal information and advice to people who are homeless or at
risk of homlessness.
Free Call 1800 606 313
Website www.pilch.org.au
Council to Homeless Persons’ Homelessness Advocacy Service
Provides information, advocacy and advice to improve outcomes for people
experiencing homelessness or at risk of homelessness.
Phone 03 9419 8529
Website www.chp.org.au
Department of Human Services
To assist someone access housing and support services, call 1300 650 172 and
ask for the Community Housing and Homelessness Programs area of your
regional office.
Dispute Settlement Centre of Victoria
Can deal with a wide range of disputes including matters between caravan
park residents. For free mediation and dispute resolution advice call 9603
8370 (metropolitan), regional 1800 658 582.
Resources
7
Disclaimer
The information contained in this brochure is intended as a guide only and is not a
comprehensive account of the law or a substitute for professional advice.
© Copyright State of Victoria 2007
This publication is copyright. No par t may be reproduced by any process except in accordance
with the provisions of the Copyright Act 1968.
ISBN TBC
Published by the Civil Law Policy Unit, Depar tment of Justice,
121 Exhibition Street, Melbourne, Victoria, 3000.
Also published on www.justice.vic.gov.au
For more information, contact the Depar tment of Justice, (03) 8684 1300
Authorised by the Victorian Government,121 Exhibition St, Melbourne, Victoria 3000.
Printed by Sovereign Press P/L, 6 Traminer Cour t, Wendouree.
Designed by www.magicbeanonline.com
If you would like to receive this publication in an accessible format, such as large print, please
telephone the Strategic Communication Branch, Depar tment of Justice on 03 8684 0332, or the
National Relay Telephone Service (TTY) 13 36 77 or email accessibility@justice.vic.gov.au.
This document was produced by: In collaboration with:
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Complaints
Complaints
HAS operates within the Office of Housing integrated complaints management strategy. effective responses to complaints are an opportunity to improve service delivery and reflect on policy.
HAS ensures that complaints are dealt with in a timely, transparent and consistent manner. Feedback and complaints are taken seriously.
HAS provides information and advice to service users about their rights and how to raise complaints and negotiate complaint mechanisms.
HAS assists service users with raising formal complaints such as attending meetings, writing letters, accessing and keeping records in relation to complaints.
HAS assists service users to articulate their issues and present their complaint in a clear and concise format.
HAS provides referral to external complaint bodies where appropriate
Raising complaints directly with service staff on behalf of consumers
HAS represents the concerns and complaints of homelessness service users.
We work with service users, to empower them, and to encourage maximum
participation and decision making by the client in taking up and exercising
their rights in the service system and beyond.
HAS is independent.
HAS is not an initiator, mediator, investigator, prosecutor or arbiter of
complaints.
Some common complaints presented to HAS include:
Not being treated with dignity and respect
Discrimination
Service exclusion
Unfair eviction
Breach of confidentiality
Missuse of 120 day notice to vacate
Withholding information
Inappropriate/lack exit plan
Reinforcing power imbalances
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Useful Complaint Resources
Contact the Homelessness Advocacy Service by email has@chp.org.au
Useful Resources
Commonwealth of Australia Ombudsman
A good practice guide to effective complaint handling
www.comb.gov.au/publications
Victorian Equal Opportunity & Human Rights Commission
Toll Free 1800 134 142
TTY 9281 7110
Web-site www.eoc.vic.gov.au
Dispute Settlement Centre of Victoria
(03) 9603 8370 or 1800 658 528 (free call for rural areas)
Tenants Union of Victoria
PHONE ADVICE: (03) 9416 2577
(Tenants, residents and organisations)
Web-site www.tuv.org.au
Disability - Office of the Public Advocate
PHONE ADVICE: (03) 96039500
1300 309 337
www.publicadvocate.vic.gov.au
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