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Appeals and complaints

 

At SGCH, our aim is to ensure that you receive excellent customer service and genuine care from us.

If you are unhappy with our service or dissatisfied with a decision, you have the right to lodge a complaint or appeal that decision.

It is your right to appeal a decision made by SGCH or make a complaint regarding the service you received from SGCH. You will not be disadvantaged or penalised if you choose to appeal or complain. We will respond to your appeal or complaint according to our policy. For more information see below, or read our Appeals and Complaints Fact Sheet.

An acknowledgment of your appeal or complaint will be provided within 3 business days. An outcome will be provided within 20 business days. If we need further time to investigate or require additional information, we will let you know during the review process.

What is the difference between appeals, complaints and feedback?

Appeals

An appeal is when someone asks us to review a decision we made in relation to your tenancy, housing assistance or an outcome of your housing application.

Complaints

A complaint is when someone tells us they are unhappy with our service or products and expects a written response from us. This includes external services we arranged for you, such as a contractor or support service.

A complaint is not:

  • A Tenancy Matter – such as a neighbour dispute or reports of anti-social behaviour. These matters are managed under the Residential Tenancy Act (RTA) 2010. Please contact your Tenancy Manager or refer to our Anti-Social Behaviour Factsheet.
  • Matters in relation to repair timeframes. To report or follow up on repairs, please refer to our Repairs and Maintenance Factsheet or call 1800 573 370.
  • Matters in relation to housing applications and wait times. Please call 1800 573 370 to speak to our staff.

If you are unhappy with how your issue was dealt with then you are welcome to lodge a formal complaint.

Feedback

Feedback is when customers and stakeholders let us know how they feel about our service and products. This includes giving compliments and providing suggestions for improvement.

Appeals

If you are unhappy with a decision, the easiest way to let us know is to complete our Online Appeals Form

Alternatively, you can lodge an appeal to us in writing by completing a hard copy of our Appeals Form and sending it to SGCH via mail, fax or email, or by speaking to one of our staff members and asking them to complete the form with you in person or over the phone.

If you would like a hard copy of our Appeals Form to be mailed to you, please contact us on 1800 573 370 or email  office@sgch.com.au

 

Complaints

If you are dissatisfied with the level of service we have provided you, please complete our Online Complaints Form.

Read the National Regulatory System for Community Housing fact sheet ‘Complaints Handling – Information for tenants’. The fact sheet gives details on how to make a complaint about a Community Housing Provider.

Alternatively, you can lodge a complaint to us in writing by completing a hard copy of our Complaints and Feedback form and sending it to SGCH via mail, fax or email, or by speaking to one of our staff members and asking them to complete the form with you while you are on the phone. If you would like to discuss your complaint in person, you can meet with our Manager Customer Feedback. It is best to arrange an appointment to ensure they are available on the day you visit.

If you would like a hard copy of our Feedback Form to be mailed to you, please contact us on 1800 573 370 or email  office@sgch.com.au

Assistance lodging an appeal or complaint

The NSW Tenants’ Advice and Advocacy service is available to assist you with information on your rights and responsibilities as a tenant. For more information, please visit: www.tenants.org.au.

Not satisfied?

If you are not satisfied with the outcome of your appeal you can lodge an external appeal with the Housing Appeals Committee (HAC). The HAC is an independent agency which hears appeals that relate to certain decisions made by Community Housing providers. Please visit www.hac.nsw.gov.au for more information.

If you are not satisfied with the outcome of your complaint there are a variety of external avenues available. These may include, making an application to the NSW Civil and Administrative Tribunal (NCAT) or lodging a complaint with the Registrar of Community Housing. The Registrar of Community Housing investigates complaints pursuant to the Community Housing Providers (Adoption of National Law) Act.

Further information is also available in the SGCH Appeals, Complaints and Feedback policy.