Contracting issues and complaints
Contracting issues and complaints are concerns related to the management of contractual agreements between housing support providers and Homes Tasmania.
Issues are identified during contract management activities and through information or complaints received from stakeholders.
We will promptly investigate and respond to issues and complaints to determine the risks and the appropriate way to resolve the issue.
There are four types of contracting issues:
- General contracting issues are handled by working together.
- Contracting complaints that we receive are managed by us in consultation with you.
- Disputes are referred to senior management and the Homes Tasmania Board and are subject to the dispute resolution provisions of the contract.
- Allegations of misconduct are managed separately from complaints through the Commissioning Unit, although an allegation may have been initially reported as a complaint.
All contracting issues and complaints should be brought to our attention as they provide valuable feedback about the quality of service delivery.
It is best practice to establish a procedure to handle contracting complaints, which should be managed fairly, informally, promptly and in a location convenient to the complainant.
You hold primary responsibility for investigating complaints related to:
- the conduct of staff delivering the contracted service
- decisions and actions of your management and governing body
- the conduct of any authorised subcontractors.
We are committed to assisting and working with you to resolve matters that may pose a risk to the delivery of housing programs.
Our role in resolving issues and complaints will vary and will be determined by:
- the circumstances around the complaint
- the type and/or number of complaints
- the nature, seriousness, timing and source of the issues
- whether the complaint was referred to us by a statutory authority.
We will:
- consult with you to determine if a formal plan is required
- jointly develop and execute the plan
- monitor progress and review updates
- provide assistance upon request or when deemed appropriate.
Managing issues related to contracting
Performance improvement plans are formal agreements between Homes Tasmania and a housing support provider that outline the actions and timeframes to resolve contract issues.
Download a sample performance improvement plan here.
The decision to develop a performance improvement plan is at the discretion of the contract manager. The plan will be prepared in consultation with you to address:
- general service delivery enhancements
- governance, financial management or service delivery issues
- significant or frequent complaints.
If a performance improvement plan is needed, it may mean you are facing problems that risk the successful delivery of your contracted services.
Making a contracting complaint
You should discuss any contracting complaints with us first to clarify the matter and discuss potential solutions. If the complaint is about a Homes Tasmania staff member, you should contact that staff member’s manager directly.
The following are not contracting complaints and are managed through different processes:
- issues arising during the negotiation of a contract
- privacy complaints
- requests for information
- concerns, feedback and enquiries
- child protection-related complaints.
If no solution to your contracting complaint can be found, you should complete the contracting issues and complaints form.
The form should include:
- details of the contract, if known, and if the matter relates to a housing program
- what happened
- who was involved
- when and where it happened
- other relevant information.
We will accept anonymous complaints, but this may result in insufficient detail and limit our ability to assess and address the matter.
We will formally acknowledge by email a contracting complaint within 3 to 5 business days of receipt and will then:
- investigate the matter
- provide a reasonable timeframe for resolution, and request additional time if needed
- assess our role in resolving the complaint
- record all relevant correspondence and communication
- act in good faith to avoid the possibility of escalation.
We will aim to resolve the matter within 25 business days of receipt. We will write to you to let you know:
- the outcome of the investigation
- how you can appeal if you are unhappy with the outcome
- how you can escalate the complaint if you are unhappy with our handling of the complaint.