AMES Australia facing complaints of dirty and unsafe accommodation from refugees

A refugee and migrant organisation awarded more than $300 million in Commonwealth Government contracts is facing complaints from families that claim their accommodation is unsafe and dirty.

AMES Australia, which is contracted to administer the Federal Government’s Humanitarian Settlement Program, has been at loggerheads with a number of families who have been living at a property in the southwest Melbourne suburb of Werribee for several months.

The families, including one with three deaf children and a single mother with a 10-year-old daughter, have complained of rats, poor hygiene and lighting and say their food has been stolen from the fridge in the communal kitchen.

In another complaint concerning the Werribee property, the deaf children are being bullied by another child who lives at the residence who has realised they cannot hear him.

In one instance, the boy threw one of the deaf children, a girl, off a chair. The parents of the deaf children are also sleeping on a different floor to the kids.

Other complaints include a 61-year-old woman with leg injuries who cannot speak English and was the only resident in her temporary accommodation for several months after arriving in Australia in April. She claimed she only recently started receiving help after making multiple requests for help.

Somali community leader Farah Warsame has been advocating on behalf of the families and said last week he was asked to leave a meeting between the refugees and AMES after he raised concerns that a 10-year-old girl had been asked to interpret the meeting.

Mr Warsame has raised his concerns with the family several times in letter and a number of meetings, including one incident when a deaf girl was thrown off a chair by another resident child.

“Despite different meetings with AMES staff, where I have discussed these pressing issues, the families continue to suffer, and their living conditions are dire,” he said in an email sent on June 14.

“On behalf of the Somali community in Victoria, I am urgently requesting immediate assistance for these families, particularly the disabled children who are at significant risk.

“Any support to improve their living conditions and provide necessary services would be greatly appreciated.”

An AMES Australia spokesperson denied the accommodation was unhygienic and unsafe and said the toilets and kitchen were cleaned daily, garbage bins were emptied every day and the fridge was cleaned weekly.

“The building itself complies with building codes and rooming house standards,” said a spokesperson.

“There are staff members present every day, including a full-time client support worker, and a housing worker, who assist residents with their concerns.

“Residents are able to contact at any time their dedicated case managers, who also regularly attend the site to check in on their wellbeing and needs.”

The AMES spokesperson said the housing team was working with all residents to help them find affordable and appropriate permanent accommodation, which the spokesperson said on average took 35 days.

AMES Australia has a $318.6 million contract for a period of about eight years that is due to end on November 30, 2025.

“AMES Australia is contracted by the Department of Home Affairs to deliver the Humanitarian Settlement Program in South Australia, Tasmania, Melbourne and Regional Victoria,” said a Home Affairs spokesperson.

“The contract supports humanitarian entrants and other eligible visa holders to integrate into Australian life by helping new arrivals build the skills and knowledge they need to become self-reliant and active members of the community.

“Part of this program includes the delivery of on-arrival accommodation and support for clients to secure long-term accommodation.”

Settlement providers are required to provide accommodation for humanitarian visa holders for 28 days after they arrive in Australia as well as basic household goods, a food package and a mobile phone.

They also provide help with opening a bank account, enrolling in Medicare and registering for Centrelink payments.