Email CEHL Freecall 1800 353 669

Postal Address: PO Box 504, Carlton South, VIC 3053

Office Address: Collins Street, Docklands, VIC 3008 - attendance by appointment only

Contacts

CEHL is committed to working with co-operatives, renters, and all stakeholders. Feedback and complaints help us empower co-ops and provide an opportunity to address areas of improvement.

Do you have Feedback for CEHL?

Feedback includes compliments, suggestions, or a concern or issue you wish to raise with CEHL.

Feedback can be used to raise issues regarding your:

  • Tenancy
  • Repairs and maintenance
  • Property
  • Co-op development and training
  • Co-op applications
  • Other accounts i.e., bills paid to CEHL.

You can provide feedback:

Online Submit Feedback or Complaint

By phone 1800 353 669
In person, call 1800 353 669 to make an appointment
PO Box 504, Carlton South, Victoria 3053


What is a complaint?

A complaint is any matter you believe CEHL has not acted appropriately or, in line with their responsibilities such as a decision, policy, service, or person that is CEHL’s responsibility. A person may include a CEHL employee or third party contractors.

Please read Complaints Resolution at CEHL and Member, Renter & Co-op Guide for Managing Complaints before lodging a complaint, to ensure that your complaint can be directed appropriately.

Complaints about co-ops

Complaints about your co-op include any matter where you believe your co-op have not acted appropriately or in line with their rental provider or co-op responsibilities.

Call you Co-operative Development Co-ordinator for advice.
.
If you are unsure of who to raise feedback or a complaint with, please see our Feedback and Complaints Responsibility Matrix here:

Feedback and complaints can be provided via email, letter or verbally to CEHL

Anyone can make a complaint to CEHL or you can ask someone to advocate on your behalf.

To provide feedback please click here; Submit Feedback or Complaint

Send to:Feedback and Complaints
Common Equity Housing Limited
PO Box 504,
Carlton South, Victoria, 3053
Call CEHL:1800 353 669 and ask to speak to Feedback and Complaints


What happens next?

Once CEHL has received your feedback or complaint, you will receive an acknowledgment letter within business two days, plus postage time for direct letters.

You will receive a response within 30 days. If this timeline cannot be met, CEHL will communicate this to you in advance.

If you are satisfied with the outcome, then CEHL will consider the feedback or close the complaint.

If you are dissatisfied with the outcome, you can:

  1. Ask for a review of the decision/ outcome within 30 days of receiving a reply by the Managing Director of CEHL. Information on how to do this will be provided in the response.
  2. If the complaint relates to CEHL's performance as a registered housing agency, you can contact the Housing Register Victoria, call 03 9951 1402 or www.housingregistrar.com.au
    OR
  3. If the complaint relates to requirements under the Residential Tenancies Act, you can contact VCAT on; Phone: 03 9628 9800 orwww.vcat.vic.gov.au


Please see CEHL’s complaint process here:


Your Privacy

Your complaint and any information you provide will be handled according to the Privacy Act 1998 (Commonwealth). Please see CEHL’s Privacy Policy here: Privacy Policy

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
! Please leave a message
with your name and number so we can return your call as soon as possible.

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 log into the Member Portal to report maintenance online Mon-Fri 1800 353 669 After hours 0417 102 414
I'm a Direct tenant Call CEHL or log into the Member Portal to report maintenance online Mon-Fri 1800 353 669 After hours 0417 102 414



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