Complaint and Appeal Policy

Capital Region Housing ("CRH") expects that there may be times when clients feel they have not received good services, or that there are issues that should be further addressed by CRHC. 

The Client Complaint and Appeal process is intended to deal with issues remaining unresolved after attempts between clients and staff fail to reconcile the matter. CRH will work to quickly respond to these issues.

Please note that in order for CRH to discuss a file with an outside agency or person a client must complete a third party release of information form in order to ensure compliance with the Freedom of Information and Protection of Privacy Act.

CRH is committed to helpfully dealing with the issues clients raise, by giving a timely, accurate response. 

Full CRHC Complaints & Appeals Policy

Definitions

"Complaint": A Complaint is an expression of dissatisfaction by a Client, with a policy, procedure, product or service offered or provided by CRH.

"Appeal": An Appeal is an expression of disagreement or dissatisfaction with a specific decision that has been made by CRH, and a request has been made, in writing, for that decision to be reconsidered.

"Client": A Client is any person who has a file with CRHC including Applicants, Community Housing tenants, CRH Subsidy recipients and Affordable Housing tenants.

Submitting a Complaint

Unfortunately we are experiencing issues sending emails from the website at this time. If you would like to submit a complaint, please email inquiries (at) crhc.ca.

Submitting an Appeal

All Appeals must be submitted in writing. To ensure that CRH receives all of the necessary information, please download and fill out the Appeal Form. Clients are encouraged to submit documentation, whenever applicable, supporting their Appeal.

The Appeal process includes but is not limited to the following matters:

  • Rent (rent adjustment or annual income review processed in an untimely manner or with incorrect rent calculation);
  • Notices to terminate tenancy other than rent;
  • Cancellation of subsidy;
  • Tenant charge backs; and
  • Application of a CRH policy.

 

The following matters are not subject to Appeal:

  • Rent calculation regulations established through legislation/Alberta Government/City of Edmonton;
  • Notices of rent increases compliant with Alberta Housing Act, Residential Tenancies Act or other legislation; and
  • CRH policies.

Appeals will be directed to the supervisor of the appropriate department. Every effort will be made to acknowledge receipt of the appeal within 3 working days.

 

Copyright © 2016 Capital Region Housing Corporation 10232 - 112 Street NW Edmonton, Alberta, Canada T5K 1M4 Phone:780-420-6161 Fax:780-426-6854