Customer relations

Our commitment to you

We strive to provide the highest quality of service to our diverse range of customers. We will:

  • Be courteous, fair, ethical and professional
  • Be positive and helpful and provide reasons for any decisions we make
  • Provide you with assistance when required and keep you informed
  • Answer your enquiries or requests accurately and in a timely manner
  • Respect your privacy

How you can help us

  • Treat our staff and DHA representatives with respect and courtesy
  • Care for properties under our management
  • Respect tenants who live in properties under our management
  • Familiarise yourself with:
    • your lease conditions (as a lessor)
    • your tenancy agreement and Defence policy (as a Defence member)
    • your service contract (as a DHA contractor)
  • Advise us if your personal details or circumstances change.

Tell us what you think

We value your compliments and constructive feedback as it provides us with an opportunity to improve our service to you.
You can provide feedback in the following ways:

  • Call DHA 139 342
  • Submit an online enquiry form
  • Send a letter to the National Customer Relations Department, Defence Housing Australia, 26 Brisbane Avenue, Barton ACT 2600
  • Visit a Housing Management Centre and speak with our staff, or
  • Take part in our telephone, postal and online surveys.

Our service charter

DHA has been assessed by the CSIA, Australia's peak customer service organisation and has successfully achieved International Customer Service Standard certification.

Have a question?

You can ask a question or provide us with feedback online.

Online enquiry

Providing feedback

DHA prides itself in delivering customer service with every interaction and we are confident our staff can handle your requests.

If you are not satisfied with this assistance provided you can request your feedback be escalated using the steps outlined below.

  1. Request to have the matter escalated and for your feedback to be reviewed and a resolution proposed at the local level.
  2. If the matter was unable to be resolved to your satisfaction, you can request a formal meeting with the Manager.
  3. If a suitable resolution is not reached at step two you can request the National Service Delivery Manager review your case.
  4. If after step three you are not satisfied with the outcome you can email us or write to:
National Customer Relations
Defence Housing Australia
26 Brisbane Avenue
Barton ACT 2600

If you're not satisfied with the outcome of our process you may file a complaint with the Commonwealth Ombudsman by calling 1300 362 072, emailing ombudsman@ombudsman.gov.au or visiting ombudsman.gov.au.

If you are a Defence member you may request a review by the Joint Housing and Accommodation Review Committee (JHARC) as outlined in the ADF Pay and Conditions Manual (PACMAN) Volume 2 Chapter 7 Annex 7.1.