Complaints

Complaints and Appeals

The questioning of decisions and the formal process of making a complaint are a legitimate part of our association. This includes querying staff and Board of Directors’ decisions as well as making a complaint about the actions of other tenants, your housing worker or directors. All tenants should be aware of our disputes procedure and feel safe about accessing it if they need to. Note that tenants can access both internal and external appeals procedures in relation to a complaint.

Disputes between tenants
If you have a problem with another tenant, you should:

  1. Keep a diary or an accurate record of the relevant events.
  2. Try and sort the matter out with the tenant concerned.
  3. If this fails, contact your housing worker who will meet with you and the other tenant separately before proposing a solution to the problem depending on the issues involved.
  4. If the dispute remains unresolved, then the matter can be taken to either the local Community Justice Centre or the Tenancy Tribunal for resolution.

Disputes with management
If you are unhappy with a service or decision of management you should:

  1. Try and sort the matter out with the member of staff responsible
  2. If this fails, then you can fill out a standard complaints/appeals form available from the office or by Clicking Here. Staff can advise you on how to get help to fill out the form.

Normally the complaint will be dealt with by the CEO. You will be notified that the form has been received within seven days and receive a written decision within four weeks.

Internal and External Appeals
If you are dissatisfied with the outcome of a dispute resolution process, consideration can be given to lodging an appeal. The first step involves lodging a formal appeal with RHHCH’s Disputes and Appeals Committee. If you still feel aggrieved with the outcome of this internal appeals process, then an application can be lodged with the external Housing Appeals Committee.

Internal Appeals

An internal appeal can be lodged with the RHHCH’s Disputes & Appeals Committee. The Committee will acknowledge receipt of the formal appeal within fourteen (14) days and will supply a written response to the tenant within twenty eight (28) days.

External Appeals

In addition to the internal appeals procedure, tenants and clients also have access to an independent review process if they are dissatisfied with the outcome of an appeal to their housing provider.

This process is adjudicated by the Housing Appeals Committee (HAC) which is an independent external body that can hear appeals from all social housing clients.

An information sheet about the HAC can be obtained from the RHHCH office or from the Housing Appeals Committee’s website at http://www.hac.nsw.gov.au/. If you require additional information about the HAC, you can call the freetoll number 1800 629 794. Alternatively, you can call the RHHCH office and speak to a member of staff.

Note that complaints about policy issues need to be put in writing and addressed to the Board of Directors with policy alternatives preferably attached. A response to a complaint about policy will be received within eight weeks.

With respect to all disputes and appeals procedures, the following should be noted:

  • If you need support but do not have anyone to help you, please contact us. Our office will be able to refer you to an appropriate advocate or agency.
  • The person whose action you originally complained about or who made the original decision will be told the details of the complaints or appeal.
  • All decisions will be made in accordance with existing RHHCH policies.

It should also be emphasised that the making of complaints should never be the cause of future discriminatory treatment. On the contrary, we take the view that fair and equitable procedures relating to complaints and dispute resolution form an integral part of supplying adequate housing services to tenants.

Complaint Form
How to Make a Complaint

Informing us about your problem may well help us improve our service.