The Registrar of Community Housing's Policy and Procedures
The policies and procedures that guide our work within the community housing sector of NSW.
Complaints and enquiries
If you're concerned a registered community housing provider is not doing what it should under the Regulatory Code or National Law, you can:
- let us know about your concerns
- make a complaint.
Any of these people can make an enquiry or complaint:
- tenants
- tenant advocates
- people who work with community housing providers.
Complaints and enquiries are important. They help the Registrar identify housing providers that may need guidance or investigation.
How to make an enquiry or complaint
- To read more about making an enquiry or complaint, visit Enquiries and Complaints.
- To get details of the process, you can view our Enquiry and Complaint Procedure.
Investigation procedure
We manage most complaints about community housing providers not complying with the law using the Enquiry and Complaint Procedure. But when someone reports:
- potentially serious non-compliance
- a pattern of potential non-compliance with the Regulatory Code or National Law
the Registrar may decide to start a formal investigation.
View details of our investigation procedure
- To learn more about how our investigations work, you can view our Investigation Procedure.
- To read more about making an enquiry or complaint, visit Enquiries and Complaints.
Unreasonable conduct
Most people who come to our office act reasonably, even when they have a complaint and are feeling frustrated or angry.
Sometimes, people behave in inappropriate ways despite our efforts to help them. If this happens, our team uses the Registrar’s Guidelines for Managing Unreasonable Complainant Conduct to guide us.
You can view our Unacceptable Behaviour Statement to learn:
- what we consider unacceptable behaviour
- what we expect from you
- what you can expect from us
- how we respond to unacceptable behaviour
- your right to get your case reviewed
- how to give us feedback.
Code of Ethical Conduct
As employees of the Department of Communities and Justice, all RCH staff must follow and uphold the standards of behaviour outlined in our Code of Ethical Conduct.