File a complaint

If you're applying for housing or already a tenant, and you’re not satisfied with the standard of service we’ve provided, you have the right to file a complaint. This includes MCM Housing staff and contractors.

A request for maintenance or an update on an existing maintenance request is not considered a complaint. However, if you're not happy with the service you got when you asked for maintenance, or if the repairs took too long or weren't done well, then you can file a complaint. Rest assured that we respect your privacy and confidentiality throughout the complaint resolution process.

If you prefer, you can seek assistance from an external person or organisation to help you make the complaint. Additionally, you have the right to withdraw your complaint at any stage.

The complaint process

We want you to feel comfortable sharing your concerns, so if you feel okay with it, you could try talking to the staff member who has been handling the issue directly. However, if you're not satisfied with their response, you can make a formal complaint using the process below. 

1. Gather all relevant information: If you’ve got evidence of your concern, for example a record of communication with one of our staff, you can attach this as supporting documentation. 
2. Contact us directly: Explain your complaint and provide clear details about the issue. 
   • Send an email to info@mcmhousing.org.au
   • Call us at (03) 9977 0000
   • Download or request the complaints and appeals form, fill it out, and either mail it or hand it to one of our staff members.
3. Acknowledgement: We will contact you within 5 days of receiving your complaint to confirm we’ve received it. This could be by mail, text, or phone call.
4. MCM Housing investigation: We will investigate your complaint and work towards finding a resolution. To ensure fairness, the complaint will be handled by a staff member who is not directly involved in the issue you're complaining about.
5. Provide additional information if needed: we may contact you to ask for more details. 
6. Seek a fair solution: Remember that the goal is to find a resolution that meets everyone's needs.

Our aim is to resolve the matter within 30 days after we receive your complaint. If we need more time, we'll make sure to keep you informed. We'll reach out to you by phone or in writing to let you know about any delays.

Escalate your complaint

If you feel the need to escalate your complaint beyond MCM Housing, you're welcome to lodge a complaint with an external organization. This option is available if you are not satisfied with our response to your initial complaint.

Organisations outside of MCM Housing you can make a complaint to include:

• Tenants Union Victoria (03 9416 2577)
• Consumer Affairs Victoria (1300 55 81 81)
• Homelessness Advocacy Service (1800 066 256)
• Victorian Equal Opportunity and Human Rights Commission (1300 292 153)
• Housing Registrar (03 7005 8984)