Making complaints and appeals

There are a range of options available to you if you have a concern about your tenancy with Homes Tasmania

A complaint can be made if you believe Homes Tasmania made a decision which goes against its own policies or law or is unfair or discriminatory.

An appeal is a request for a review of a decision. Appeals can be made to review a decision Homes Tasmania has made about your tenancy.

Making a complaint

If you are unhappy with a decision Homes Tasmania has made about your tenancy you can make a complaint to your local area office for an investigation.

Your complaint can be about anything relating to Homes Tasmania’s policies including:

• decisions about your eligibility for social housing and housing transfers
• decisions about property damage
• disputes about rent and vacation charges
• neighbourhood disputes and nuisance behaviour.

The best way to make a complaint is to fill in the online complaint form. Alternatively, you can visit your local Homes Tasmania office or call Homes Tasmania on 1300 665 663.

You can use the form for:

• your current tenancy
• maintenance charges from your previous tenancy
• someone else’s tenancy.

If someone is helping you make a complaint about your current or previous tenancy, they can use this form too. They will also need to complete the consent to share information complaint form.

If you are not happy with Homes Tasmania’s decision about your complaint, you can ask to have it reviewed:

• by the State Manager Tenancy Services for tenancy complaints or
• by the Manager Portfolio Maintenance for maintenance complaints.

They will investigate your complaint and respond to you directly within 10 working days of receiving your complaint.

If you are not happy with the response you receive from the Manager, you can lodge an appeal or refer your complaint to another organisation.

Long text description of "Complaints to Homes Tasmania" flowchart:

1. Complain to Homes Tasmania, either by completing an online complaint form, visiting your local area office or calling Homes Tasmania.
2. If you are unhappy with Homes Tasmania’s decision, ask for a review by either the State Tenancy Manager or the Manager for Portfolio Maintenance.

Review by Ombudsman Tasmania

You can take your complaint to Ombudsman Tasmania who will consider whether Homes Tasmania has followed its policies, or whether those policies are fair. You can contact Ombudsman Tasmania on 1800 001 170.

Long text description of "Appealing a decision by Homes Tasmania: Homes Tasmania's policies are unfair" flowchart:

You can have a decision that Homes Tasmania has made about your complaint reviewed because you think Homes Tasmania’s policies are unfair:

1. Submit your complaint to the Ombudsman.
2. If you are unhappy with the Ombudsman’s decision, you can appeal to the Ombudsman to review the decision.

Breaches of the Residential Tenancy Act 1997

For complaints relating to alleged breaches of the Residential Tenancy Act 1997 (the Act), you can contact the Residential Tenancy Commissioner on 1300 654 499.

The Residential Tenancy Commissioner can consider legal disputes and conflicts between you and Homes Tasmania on matters that are covered under the Act including:

• deductions via electronic funds transfer for outstanding rent
• actions taken relating to the condition of a property
• properties meeting minimum standards
• obligations to undertake repairs to a property
• actions taken to end a tenancy.

You can read more in the Residential Tenancy Commissioner’s useful guide.

If you are unhappy with decisions made by the Residential Tenancy Commissioner, you may appeal to the Magistrates Court.

Long text description of "Appealing a decision by Homes Tasmania: Homes Tasmania failed to meet requirements under the Act" flowchart:

You can have a decision that Homes Tasmania has made about your complaint reviewed because you think Homes Tasmania’s has failed to meet requirements under the Act:

1. Submit your complaint to the Residential Tenancy Commissioner.
2. If you are unhappy with the Commissioner’s decision, you can appeal to the Magistrate’s Court to review the decision.

Complaints relating to discrimination

For complaints about discrimination under the Anti-Discrimination Act 1998, you can lodge a complaint with the Anti-Discrimination Commissioner.

Contact Equal Opportunities Tasmania on 1300 305 062 or read more about lodging a complaint at  Equal Opportunities Tasmania’s website.

If you are unhappy with the Anti-Discrimination Commissioner’s decision, you can appeal to the Tasmanian Civil and Administrative Tribunal (TASCAT). Contact TASCAT’s Anti-Discrimination Stream on 1800 657 500 or visit TASCAT’s website.

Long text description for "Appealing a decision by Homes Tasmania: Homes Tasmania discriminated against you?" flowchart:

You can complain if you think that Homes Tasmania has discriminated against you:

1. Submit your complaint to the Anti-Discrimination Commissioner.
2. If you are unhappy with the Commissioner’s decision, you can appeal to the Tasmanian Civil and Administrative Tribunal’s Anti-Discrimination Stream.

Support and advice to lodge a complaint or dispute

The Tenants' Union and Advocacy Tasmania can help you to decide how and where you can lodge a complaint and support you to seek legal advice.

What if your home is managed by a Community Housing Provider?

If you have a complaint and your home is managed by a Community Housing Provider, you need to contact them directly.

Privacy

Information about you and your complaint is kept private by Homes Tasmania, unless we are required to release it to specific authorities by law. You can find out more here.