We treat all feedback, complaints and internal disputes seriously, and learnings from feedback and complaints will be used to drive organisation-wide continuous improvement to enhance our service delivery and improve resident satisfaction.
IRT’s complaints management process ensures a consistent and timely approach to the management and resolution of complaints and internal disputes.
We seek to resolve complaints and internal disputes using an open, easily accessible, timely and effective complaints resolution process, underpinned by our values of Integrity, Respect and Trust.
Feedback: A general comment or recommendation. Information given to us in the form of feedback is appreciated as an opportunity for improvement.
Complaint: An expression of dissatisfaction that relates to a product, service or well-being of residents at IRT. A complaint can also relate to our internal complaints handling process itself, where a response or resolution is expected.
Internal Dispute: An internal dispute may arise when an issue has been raised between two or more residents, or residents and IRT and the problem has not been resolved.