Our Commitment to Service Delivery Standards
To enact our regulatory approach, the Registrar and staff commit to standards that are shaped by:
- The Department of Communities and Justice Code of Ethical Conduct
- Information protections including only providing information to those who need to see it at a point in time
- Our undertaking to provide information and performance intelligence in a timely manner
- Our guarantee to respond to indications of poor performance and manage complaints in accordance with National Standards
Service delivery standards
Aligned to the commitment of all Community Housing Registrars, we are committed to ensuring that our approach to regulation is:
- Proportionate – reflecting the scale and scope of regulated activities. We commit to understanding the diversity of the community housing sector and allocate resources related to encouraging best practice and targeting risk.
- Accountable – able to justify regulatory assessments and be subject to scrutiny. We are welcome to scrutiny, challenge and review against the application of these principles in our work. We hold ourselves to the same standards as those we regulate.
- Consistent – under like circumstances, we commit to achieve the same outcomes. To do this we incorporate:
- Internal quality assurance focussed on consistency
- Nationally agreed policies and guidelines
- Internally consistent and transparent decision-making process
- Other Registrar, state and territory interests when dealing with multi-jurisdictional providers.
- Transparent – clear and open processes and decisions. We:
- Make policies and procedures visible
- Advise providers on how their submitted information is used
- Provide simple and clear performance assessments to providers in a useable form
- Provide informed assessments of trends and patterns in the sector to relevant parties and the public
- Collect information from other sources/relevant parties to validate provider information where necessary
- Establish protocols with other government agencies to enable shared information and reduced red-tape.
- Flexible – avoiding unnecessary rules about how housing providers organise their business and how they demonstrate compliance with the National Regulatory Code.
- Targeted – focused on the core purposes of improving tenant outcomes and protecting vulnerable tenants; protecting government funding and equity; and ensuring investor and partner confidence.