Email CEHL Freecall 1800 353 669

Contacts

If you would like to provide feedback or make a suggestion to CEHL

Freecall 1800 353 669 or Email CEHL

Do you have a concern about CEHL?

Please tell us your concern, call CEHL or email, we will try to answer your concern and resolve the matter.

If this does not resolve your concern, you can make a complaint to CEHL.

How to make a complaint

  • Telephone or email
  • Download and complete the Complaints Form and send to:

CEHL ComplaintsLevel 1, 112 Balmain Street,Richmond, VIC 3121

Who can make a complaint?

Anyone can make a complaint to CEHL. You can make a complaint, or ask an advocate to assist you.

What complaints will be investigated by CEHL?

A complaint about any decision, policy, service, or person that is CEHL's responsibility.

CEHL cannot accept or resolve complaints about matters that are the responsibility of the co-op.

What will CEHL do when a complaint is received?

  • Confirm your complaint has been received in writing
  • Forward your complaint to an employee with the knowledge and authority to manage it
  • We aim to resolve all complaints within 30 days

How is a complaint investigated?

We may be able to make a reasonable decision without investigation if enough details are provided.If further information is required we will request it.

We will check our records or review our decision, service or policy using the information provided in the complaint. However, if a concern is about an individual's behaviour, we will interview the person concerned, and any witnesses to ensure we have all the facts before making a decision.

Your Privacy

Your complaint and any information you provide will be handled according to the Information Privacy Act 2000.

Please read the Privacy Statement in the Complaints Form for full details.

Urgent repairs . . . Who to contact?

If you have an emergency call . . . Other Urgent Repairs for CMC + VicWide tenants
000 for Fire, Police, Ambulance 132 500 State Emergency Services for flood or storm damage

Click on What is an urgent repair? to understand what is regarded as an urgent repair

Call CEHL Mon-Fri 1800 353 669 After hours 0417 102 414

Report Maintenance . . . Who to Contact?

Before you make the call

Click on Troubleshoot your maintenance to find out what you need to do

When you call, be ready with;

  • Your address and contact details
  • A detailed description of the problem
Type of Member Who to Contact Contact Details
I'm a CERC member Your CERC Maintenance Director or Officer
I'm a CMC member Call CEHL or Click on the button to report maintenance online Mon-Fri 1800 353 669 After hours 0417 102 414 Report Maintenance
I'm a Direct tenant Call CEHL or Click on the button to report maintenance online Mon-Fri 1800 353 669 After hours 0417 102 414 Report Maintenance

Use the CEHL Assigned Team Members Contact list to find out the CEHL employees supporting your co-op.

CEHL 1800 353 669