COMPLAINTS & APPEALS
Pacific Link Housing believes that complaints, appeals and feedback help to improve the way we deliver our services.
Complaints
Complaints are made when you are not satisfied with the quality of service you have received. You may think we are taking too long to get something done or you are not happy with the outcome. You can complain about any part of the service you receive. We hope that most complaints can be resolved by discussing it with a staff member, however sometimes this may not be possible. Further information can be viewed in our Complaints and Appeals Policy and Complaints Brochure
APPEALS
Appeals are made when you are not satisfied with a decision we have made about your tenancy because you believe it is wrong or unfair. An appeal may be about decisions related to property modifications, transfers, tenant charges, lease terms or approval of additional occupants
HOW TO MAKE A COMPLAINT OR APPEAL
If you have a complaint or appeal, we encourage you to call us first to see if it can be resolved. If this isn’t possible, you can lodge a complaint or appeal by:
- Phone: 4324 7617
- Email: info@pacificlink.org.au
- Post: PO Box 1888, Gosford NSW 2250
- Online or Printable Forms (Links below)
ASSISTANCE MAKING A COMPLAINT OR APPEAL
If you require help to make a complaint or appeal, you can ask someone to support you e.g. family member, friend, legal or community representative. External services that can provide assistance with making complaints include:
- Local Tenants’ Advice and Advocacy Services listed on www.tenants.org.au
- Community Legal Centres contactable through www.clcnsw.org.au
- NSW Fair Trading on 13 32 20 and at www.fairtrading.nsw.gov.au.
Neighbourhood Disputes
If you have a disagreement with a neighbour that you just can’t settle, it may be best to get some help. Community Justice Centres have trained mediators who can help solve problems quickly and fairly.
Anti-social or Illegal Behaviour
Pacific Link does not tolerate anti-social or illegal behaviour and appropriate steps are taken to deal with them. Tenants who feel threatened in any way should contact the police on Triple Zero (000).
NSW Civil and Administrative Tribunal
The NSW Civil and Administrative Tribunal (NCAT) is the main forum for resolving residential tenancy disputes between landlords and tenants in New South Wales.
Under the Residential Tenancies Act 2010, NCAT can make legally binding and enforceable decisions on a wide range of tenancy disputes such as rental bond, rent increases, unpaid rent, termination of tenancy agreements, compensation, repairs and other breaches of the residential tenancy agreement.
For more information on NCAT please visit the NCAT Website or contact them on 1300 006 228.
Housing Appeals Committee
The NSW Housing Appeals Committee (HAC) is an independent agency which deals with appeals from people who are unhappy with decision made by social housing providers.
The NSW Housing Appeals Committee Charter issued by the Minister for Family and Community Services sets out the role of HAC and the HAC jurisdiction.
It was established to ensure that clients of government funded housing services have access to an independent system of review and redress.
We deal with appeals from clients of both
- FACS Housing Services (public housing), and
- Community housing providers in NSW
For more information on HAC please visit the HAC Website or call them on
Registrar of Community Housing
The Registrar of Community Housing (RCH) is responsible for registering, monitoring and regulating community housing providers in New South Wales under the National Regulatory System for Community Housing (NRSCH) and the New South Wales Local Scheme (NSWLS). The Registrar is an independent statutory officer reporting directly to the Minister for Family and Community Services.
For more information on RCH please visit the RCH Website or contact them on .