COMPLAINTS & APPEALS
How to File a Complaint
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 the staff member. However sometimes this may not be successful or you may not consider it appropriate to do so.
First, contact the office and speak to your Housing Manager or the Manager, Housing and Maintenance Services. If the problem is with a particular staff member, we will arrange a meeting for you to discuss your grievances with the staff member concerned.
You must submit a formal complaint in writing to have it formally processed.
You may bring an advocate to meetings and discussions if you wish.
To lodge a complaint:
Appeal a Decision
Appeals are made in response to a decision we have made which you believe are wrong or unfair. If you are a Pacific Link Housing applicant or tenant, you can appeal on our decisions. If you are unhappy about Pacific Link Housing’s decision you can appeal to the Housing Appeals committee.
You can also download an Appeals Form where you wish to have an appealable decision reviewed.
Further information is available by contacting the Housing Appeals Committee on Freecall: 1800 629 794, or by visiting the HAC website.
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 .