Complaints and appeals
The department is committed to improving its services to clients by resolving complaints and appeals quickly and effectively.
If you are dissatisfied with service or actions of the department or department staff, you can lodge a complaint.
How do I lodge a complaint?
Please contact your nearest Housing Service Centre in the first instance if you wish to make a complaint. The department will accept complaints in person, via the internet, or by telephone, mail, email or facsimile.
Please provide the department with as much information as possible about your complaint so that we can address your concerns effectively.
Anonymous complaints are acted upon only in special circumstances.
What happens next?
The department will acknowledge your written complaint in writing and investigate the matter promptly. Department staff may contact you if additional information is required.
To protect the rights and confidentiality of tenants, the department may be unable to notify you of the outcome of investigations involving others.
Neighbourhood disputes
Complaints about social housing tenants will be accepted by any Housing Service Centre. However, it is not normally departmental policy to actively intervene in disputes between neighbours. Please note, that it is not usual departmental policy to actively intervene in disputes between neighbours. However, the department will intervene and provide solutions where it is required to do so under the Residential Tenancies and Rooming Accommodation Act 2008 (see Neighbours).
Criminal offences
The department does not have authority to investigate criminal offences. For example if a neighbour is being either physically or verbally harassed by another neighbour, or illegal substances are being used on a social housing property, please contact the police.
What can I do if I am not satisfied with the way the department has dealt with my complaint?
If you are not satisfied with the way the department has handled your complaint, you can lodge an appeal.