How to make a complaint
A guide for making a complaint about a CHP service or interaction
Anyone who engages with CHP has the right to complain about a service or interaction they were unhappy with.
If you would like to make a complaint, you can do so in person or in writing. You have the right have a support or advocate to assist in the process. If you need an advocate or support, please contact us.
At all times the complaint process is to remain confidential to the parties involved in order to ensure fairness.
Before making a complaint
Before making a complaint, you are strongly recommended to read the Council to Homeless Persons Complaints procedure.
This document details our complaints procedures, including how your complaint will be dealt with and what action may be taken. It also details what you might make a complaint to CHP about, which includes but is not limited to:
service you have received as a client of CHP’s Homelessness Advocacy Service (HAS)
service you have received as a CHP member
training delivered by, or on behalf of, CHP
an article in Parity
a CHP forum or event you have attended
comments attributed to CHP in the media
a public submission
the CHP website
a lack of courtesy or unfair treatment
a breach of your right to privacy
CHP policies and procedures.
How to make a complaint
CHP ensures that your complaint will be handled in a clear and transparent way, no matter who or what your complaint concerns.
The complaints process below explains how your complaint will be handed as per the process described in the Council to Homeless Persons Complaints procedure. It demonstrates how your complaint can be escalated if a resolution is not achieved to your satisfaction.
The complaints process can begin at any of the resolution levels.
| Stage | Action |
|---|---|
| Level one | In the first instance, if you are comfortable doing so, raise your complaint with the person at Council to Homeless Persons who you have been working with. For PESP members, this will usually be the PESP Team Leader and for HAS clients, this will usually be the HAS Advocate. If the issue is resolved to your satisfaction, the process can finish. Otherwise, go to level two. |
| Level two | If your issue is not resolved, or you don’t feel comfortable raising your complaint with your CHP contact, you can refer your complaint to a CHP director. For complaints about PESP, HAS, or sector learning and development (including the SHS Learning Hub), contact the Director of Services. For complaints about CHP media, websites, submissions, and conferences, contact the Director of Policy and Communications. If the issue is resolved to your satisfaction, the process can finish. Otherwise, go to level three. |
| Level three | If your issue is not resolved, or you don’t feel comfortable raising your complaint with a CHP director, you can refer your complaint to the Council to Homeless Persons Chief Executive Officer (CEO). If the issue is resolved to your satisfaction, the process can finish. Otherwise, go to level four. |
| Level four | If your issue is not resolved, or you don’t feel comfortable raising your complaint with the CHP CEO, you can refer your complaint to the Council to Homeless Persons Board Chair. If the issue is resolved to your satisfaction, the process can finish. Otherwise, go to level five. |
| Level five | If your issue is not resolved, or you don’t feel comfortable raising your complaint with the CHP Board Chair, you can refer your complaint to an external complaints or advocacy body, which are listed in the next section of this webpage. The CHP Board Chair, CEO, or delegate will manage the relationship with any complaints or advocacy bodies. If the issue is resolved to your satisfaction, the process can finish. Otherwise, go to level six. |
| Level six | If your issue is not resolved, you can refer your complaint to a funding body. Where a funding body has been notified of a complaint, the process will be managed by the CHP Board Chair, CEO, or delegate. |
External complaints and advocacy bodies
At any point in the complaints process, you have the right to have your complaint referred to an external complaints or advocacy bodies, including: