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Tenant and Stakeholders Feedback, Complaints and Review of Decisions Fact Sheet

Umpi Korumba genuinely welcomes feedback, including complaints. We believe people have a right to speak up as it helps us to see what works, what doesn’t and where we can make improvements to our Service. Umpi Korumba is committed to Continuous Quality Improvement.


Providing feedback

We believe that our staff is the best people to assist you. If you want information about our services or you are unsure about something, we encourage you to contact our office

 

Making a complaint

You can make the complaint by telephone, email or in writing. Forms are available from Umpi Korumba but you do not have to fill out a form to make a complaint. 

  • You can make a verbal complaint.
  • Our staff can help you lodge your complaint.
  • If we cannot deal with your complaint, we will explain why. 
  • Can I make an anonymous complaint or can my details remain confidential?
  • Complaints can be made anonymously. In the course of investigating and taking action in response to complaints, your personal information will be collected and handled in accordance with the Information Privacy Act 2009 (Qld) which ensures your information is kept private.
  • However, in circumstances where an anonymous complaint is received, we may find it difficult to thoroughly assess or respond to the complaint if there is not enough detail. 

Action on a complaint

We will contact you to talk about your complaint and may ask you to provide more information to help us understand the nature of your complaint.

Complaints can be resolved in many different ways and the person who is handling the complaint can provide you with information about how other complaints have been resolved.

If you are dissatisfied with the outcome of your complaint you can ask for a review of your complaint. 

If your complaint is about a decision made and how it was handled by the Staff or Management of Umpi Korumba you can lodge an application for a Review. These are known as Reviewable Decisions and any person directly affected by a decision of the corporation can request such a review. The person responsible for the review will not have been involved in the earlier decision. 

Before an internal review you are encouraged to request reconsideration by the original decision-maker about your concerns, especially if you think an important matter was overlooked or new information has come to light. 

At the time of asking for a review, you should explain why you think the decision is incorrect.

A form requesting a review is also available from umpi@tpg.com.au

You do not have to use this form but it can help you to describe why you want a review.

If you are still unhappy after the first review you may: 

  • seek a further review by the General Manager, or
  • you can ask that the decision be reviewed by the Board of Directors

  

Service standards

We will resolve your complaint as quickly as possible at the local level. 

Our Complaints procedures require that we:

  • take immediate action where there appears to be a high risk of harm, neglect or abuse
  • acknowledge complaints within 24 hours of receipt
  • call you within 48 hours of acknowledgement
  • resolve complaints within 21 calendar days
     

More information

If you are not satisfied about the way your complaint was then managed by the Corporation, you may seek assistance from the Commonwealth Ombudsman. You can:

 

For people with hearing or speech loss:

  • TTY: 1800 555 677
  • Speak and Listen: 1800 555 727
  • For people who need help with English TIS: 131 450

*1800 calls are free from fixed lines; however calls from mobiles may be charged.