Any complaint or appeal by an applicant or tenant will be dealt with fairly, promptly, confidentially and without retribution.
All complaints and appeals are to be in writing.
All written complaints and appeals will be recorded in a permanent register.
An acknowledgment letter will be sent and a copy placed on the applicant or tenant file.
Where possible all complaints or appeals will be resolved within 21 working days.
In the first instance, the matter will be referred back to the person who made the original decision (or was included in the situation where a complaint was made) for another assessment and report.
The completed report will then be referred to a more Senior Officer of the Corporation or the Gunida Gunyah Aboriginal Corporation Board of Directors for further assessment and decision.
All replies to applicants or tenants will be in writing and clearly state:
The appellant or complainant will also be informed of the external bodies within the state such as the Aboriginal Housing, Tenants Advice and Advocacy Service and NSW Civil & Administrative Tribunal (NCAT), to whom complaints can be taken up further.
All information pertaining to the complaint and appeal will be maintained on file.
For unresolved complaints relating to tenancy management including eviction, rent management, repairs and maintenance, asset management and all other issues governed by the Residential Tenancies Act 2010, tenants can seek a hearing through the NCAT.
Verbal or physical abuse of any staff member, Board of Director will not be tolerated, and any such action may lead to legal action taken against the applicant or tenant.