Customer Service Charter
Our Customer Service Values
Murdi Paaki Regional Housing is committed to 6 key values which are the foundation of the way that we work with our tenants and the broader community. They are:
Cultural understanding and respect
Honesty and integrity
Trust and commitment
Leadership in service
Transparency and accountability
Sustainability
We will
Treat you with courtesy and respect
Show respect for you and our communities by acknowledging the stories, traditions and living cultures of Aboriginal people
Listen carefully to help you in the best way we can
Communicate directly, openly and honestly with you
Provide accurate and easy to understand information
Be easy to contact
Act with honesty and integrity
Standard Operating Hours
Murdi Paaki Regional Housing office hours are:
Monday – Thursday 9am – 5pm
Friday 9am – 4pm
On call 24 hours
Feedback on our Performance
Murdi Paaki Regional Housing welcomes feedback about your customer service experience. We take any complaint seriously and are committed to continually improve our services.
For any feedback about our service or to make a suggestion, please contact us;
T: 1800 051 116 or 08 8088 6077
Response Times
| Action | We Will |
|---|---|
| Missed phone call | Return your call within 24 hours on weekdays |
| Emails | Reply to your email within 24 hours on weekdays |
| Appointments | Be on time for appointments or advise you if there is a delay |
| Tenat Welfare Checks | Check within 8 weeks of you signing your lease and then annually |
| Rent statements | Issue your rent statement quarterly |
| Rent reviews | Review your rent 6 monthly |
| Repairs | Operate a 24 hour, all year-round telephone service for tenants to ring and report any maintenance issues. We ensure clear communication between the tenant and contractor to ensure that the work is completed in a timely and professional manner. |
| Emergency repairs | Within 24 hours of being notified |
| Urgent repairs | Within 5 days of being notified |
| Routine repairs | Within 28 days of being notified |
| Ackowledge complaints and appeals | 3 working days |
| Complete complaint | 28 working days |