Tell us what you like or how we could improve
At AHL we are always looking to improve our processes and services.
Before contacting AHL's Customer Feedback Team, have you considered discussing the matter with the Manager on duty at the hostel to assist with an early resolution?
AHL customer feedback access points are:
Step 1. speak with the Manager on duty at the hostel, then
Step 2. contact the Customer Feedback Team on:
- Freecall 1800 640 836
- Email feedback@ahl.gov.au
- Online – by completing the form below, or
- Send feedback to PO Box 30, Woden ACT 2606
Once received, your written feedback will be responded to within 3 working days.
How do we treat your feedback?
AHL approaches all feedback with sensitivity to achieve a satisfactory resolution.
Step 1. Contacting the hostel
- Customers are encouraged to raise concerns face to face or over the phone with the Manager on duty for an early resolution.
- Customers will be met with friendly staff and should not feel like they are ‘being difficult’ by providing feedback.
- Where a customer is not satisfied with the resolution, and/or the reason for the Manager’s decision, the customer may be directed to the Customer Feedback Team.
Step 2. Contacting the Customer Feedback Team
- We aim to formally acknowledge feedback within 3 working days, where contact details are provided.
- We operate Monday to Friday, on working days, between 9 am and 5 pm Canberra time.
When providing feedback, please provide AHL with:
- name and contact details (unless you would like to remain anonymous)
- details of the feedback
- details of any potential resolution to resolve the matter.