Tenant Information

Tenants of Junction Australia can expect:

  • To be treated with dignity and respect.
  • To be assisted to explore options so that you can make choices that best meet your needs. You also have the right to change your mind.
  • To have access to information in the language of your choice and to have access to interpreter services if needed.
  • To say who will be present when you are interviewed and/or receive services.
  • Many people choose to invite a trusted friend, family member, advocate or interpreter to come with them.
  • You can refuse the presence of:
    Workers not directly involved with your support service or housing need
    Students or Researchers
    Other people, including family members.
  • You are entitled to feel safe, secure and supported, whilst in Junction & Women’s Housing Offices and Properties.  Please let us know immediately if you have any concerns about the safety of these environments.

You Control Your Own Information

 Junction Australia staff will only collect information that is necessary to provide the service that you have requested.

  • Junction Australia staff will respect your privacy & keep your personal information confidential
  • Your personal information will not be provided to other people or agencies without your consent in accordance with the legislation and codes below
  • If you want information to be given to your family, other support workers, solicitor, doctor or others, you will be asked to give us permission in writing
  • You have the right to ask questions and to receive accurate, clear and easy to understand explanations regarding:
    Choices and options available to you
    Costs and availability of services;                        
  • Waiting times for services
  • You are able to view copies of any information held about you.

You are welcome to make Comments & Complaints

  • We value your feedback so that we can improve our service.
  • We recognise that you are in the best position to know how your needs may be most effectively met. Please let us know if the services we are providing need to be reviewed
  • You have the right to express an opinion and/or to lodge a complaint about Junction Australia services without fear of prejudice
  • If you are not satisfied with the Junction Australia service provided to you, then we encourage you to work through the Junction Australia Tenant Grievance & Complaints Procedure, as outlined below
  • If Junction Australia is unable to meet your needs we can provide advice or assistance with seeking alternative services
  • Any client feedback or complaint will be handled in a professional manner and you will be kept informed as to how it is being addressed.

Tenant Grievance and Complaints Procedure

Junction Australia welcomes information and feedback from tenants as this enables the quality of the services to be improved.  Sometimes this feedback may be in the form of a complaint. 

Tenants are encouraged to utilise the following process if you wish to express a concern.  Please feel free to use any or all of the following options:

  1.  Speak with your Junction Australia Tenancy Officer about your concerns and ask how they will deal with your concerns.
  2. If you prefer, or if you are not satisfied with the initial response, ask to speak with the relevant Team Leader or Manager: Junction Australia

             Telephone: 8210 7000

             Email: housing@junctionaustralia.org.au 

If you are not satisfied with the response, you are welcome to contact the General Manager on 8210 7000

Junction Australia asks that tenants:

  • Act in a manner that is respectful of the rights of other service users.
  • Act in a manner which demonstrates respect for Junction Australia staff.
  • Discuss any emerging problems with your Tenant Services Officer.
  • Accept responsibility for the results of any decisions you make.
  • Become actively involved in your tenancy.
  • Please let us know if:
    • You do not understand any information or explanation that has been provided to you.
    • You are unable to keep an inspection, visit or appointment.
 
To view the Junction Australia rent setting practice click here.
 

To view Further Information for Tenants about the Community Housing (debentured) Rent Increase Notice September 2014 click here.

 

JWH is guided by the following Legislation and Codes; Residential Tenancies Act 1997, Privacy Act1988, Freedom of Information Act 1991, Children’s Protection Act 1993, Code of Fair Information Practice and National Privacy Principles.


Junction Australia’s registered national community
housing provider is Junction and Women’s Housing Ltd.

Copyright © 2017 Junction Australia