Living Local. Building Communities.

 
 

Complaints and appeals

City West Housing aims to provide you with quality housing services and we value your feedback. If you have a question or concern about the quality of our service please let us know so we can resolve the issue.

If you are unhappy or dissatisfied with the service you receive from City West Housing at any time you have the option to lodge a complaint or an appeal. All complaints and appeals must be made in writing.

The processes for managing complaints and appeals are slightly different. Please contact us if you need help deciding whether an issue is a complaint or a decision you wish to appeal.

Complaints

A complaint is where a tenant or applicant is dissatisfied with the service they have received from City West Housing and want us to respond or take action. Examples of complaints include:

  • Poor service
  • Change or withdrawal of service
  • Customer cannot contact staff member or staff member not returning calls
  • Repairs not completed within time frames
  • The organisation has not followed its documented policies and procedures

What is not a complaint?

City West Housing does not class any of the following as a complaint or service failure:

  • Matters that are more appropriately dealt with through the Appeals Policy
  • Matters already dealt with through the Complaints or Appeals Policies
  • Matters that are the responsibility of other tribunals and courts e.g. NCAT
  • Disputes between tenants unless related to the handling of the dispute
  • Matters not directly related to the customer

Please contact our Complaints Manager if you wish to make a complaint. 

Post Attention: Complaints Manager
City West Housing
2/56 Harris Street
Pyrmont NSW 2009
Email complaints@citywesthousing.com.au
Phone 8584 7500
Fax 9518 6600
DOWNLOAD A PDF VERSION OF THE POLICY

Appeals

An appeal is a request to have a decision reviewed. The review will address the merits of the decision within the policy framework of the organisation and take into account procedural fairness and the circumstances of each case. Examples of decisions that can be appealed:

  • Eligibility for housing
  • Withdrawal from Housing Register
  • Property type and size entitlement
  • Eligibility for transfer
  • Suitability of offer
  • Level of rent subsidy
  • Permission to undertake modifications or alterations
  • Permission to keep an animal
  • Rental subsidy assessments
  • Cancellation of a rental subsidy
  • Former tenant charges
  • Water charges

What is not an appeal?

Examples of decisions that cannot be appealed include:

  • Matters that have already been dealt with through the Appeals Policy
  • Matters that are the responsibility of other tribunals and courts e.g. NCAT (NSW Civil and Administrative Tribunal)
  • Decisions that are not directly related to the applicant/tenant
  • Matters that are outside the time limit for appeals
  • Permission to store personal belongings in communal storage rooms
  • Parking provision
  • The content of our policies

Appeals need to be made in writing and submitted to the Complaints Manager via post or email. Please ensure you have read a copy of the policy prior to submitting your appeal.

Post Attention: Complaints Manager
City West Housing
2/56 Harris Street
Pyrmont NSW 2009
Email complaints@citywesthousing.com.au
Phone 8584 7500
Fax 9518 6600
DOWNLOAD A PDF VERSION OF THE POLICY

Compliments and suggestions

We value positive feedback and each communication is reviewed and, where possible, followed up by the appropriate manager. Please provide your contact information and we will respond to you within seven days. Alternatively, if you wish to remain anonymous then you do not have to supply your name or address.

You can submit a compliment or suggestion in person, by post, phone or by emailing to enquiries@citywesthousing.com.au