Complaints policy

The Housing Appeals Committee (HAC) supports the right of people to raise any problems, concerns or complaints that they may have regarding the HAC’s facilities, services, personnel, policies, procedures or practices. HAC is committed to promptly and fairly resolving such issues in a conciliatory, non-threatening, respectful and confidential manner.

Information you provide about the service of staff and members will remain confidential but can be used to assist the HAC to improve its services. To make a complaint, please contact us either in person, by mail, phone, fax or email.

Complaints process

Making a complaint

A person can make either a formal or informal complaint using the following methods:

• verbally (in person, by phone)
• in writing (letter, email, fax).

We encourage people to put formal complaints in writing to ensure that we have all of the facts and are not making assumptions about the complaint.

Senior staff will manage your complaint

The complaint will be managed by a senior staff member, and all responses endorsed by the Manager.

Investigating your complaint

Complaints concerning the provision of services by Secretariat staff will be responded to by a senior staff member. Complaints concerning the provision of services by Committee members will be responded to by the Manager.

Dealing with your complaint

You can expect to receive an acknowledgement of your complaint and timely advice on the progress of your complaint if it cannot be finalised within 10 working days.

Complaints will be investigated in a way that allows staff or Committee members an opportunity to respond to the issues raised. 

We will contact you about the outcome of your complaint

Once a complaint has been investigated and the matter resolved, the outcome will be confirmed in writing (email or mail).

Contact the NSW Ombudsman if you are unhappy with how HAC has dealt with your complaint

If you are unhappy with the handling of your complaint, or you feel that your complaint was not dealt with satisfactorily, you can contact the NSW Ombudsman by calling (02) 9286 1000 or toll free on 1800 451 524.

Commitment to the resolution of complaints

• The process for resolving complaints will be open, honest, fair and confidential.
• Anybody who has an issue with HAC’s services has the right to complain and to have their concerns resolved.
• You can seek the assistance of another person in lodging a complaint.
• A response to a formal complaint will be made within 10 working days; however, a complaint of a serious or potentially criminal nature (such as abuse or gross misconduct) will be actioned immediately. If the investigation and resolution is likely to extend beyond two weeks, you will be advised in writing of the delay.
• Where we are unable to resolve a complaint to your satisfaction, we will explain why and let you know what other options you have. Our objective is to resolve your complaint. If this is not possible, then you have the right to contact the NSW Ombudsman by phone or toll free if you are outside Sydney metro. You can also contact the Ombudsman by email or visit the NSW Ombudsman website.
   

Contact the HAC

Street Address

Housing Appeals Committee

Office 5-6 Ground Floor

1-17 Elsie Street, Burwood NSW 2134

Postal Address

P.O. Box 1030
Burwood Westfield NSW 2134

Contact us

Free call:1800 629 794

Phone:(02) 8741 2555

Fax: (02) 8741 2566

Email: hac@homes.nsw.gov.au

Website: Housing Appeals Committee