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Complaints and Appeals

Complaints and Appeals

At Pacific Link Housing, you have the right to raise a concern, make a complaint or appeal a decision.

We welcome feedback because it helps us improve our services. Making a complaint or appeal will not affect your tenancy or the way you are treated by our team.

There are two ways you can raise an issue, depending on your situation:

  • Complaints – A complaint is about how a service has been delivered. This may include delays, communication issues or how something was handled.
  • Appeals – An appeal is about a decision made that affects your tenancy which you believe is wrong or unfair. This can include things like property changes, transfers, tenant charges, lease conditions or requests for additional occupants.

If you are not sure whether your matter is a complaint or an appeal, please contact us. We can help guide you through the process.

How to Make a Complaint or Appeal

If you have a complaint or appeal, we encourage you to contact us first, as some issues can often be resolved quickly. If this isn’t possible, you can lodge a complaint or appeal by:

Online Complaint Form
Printable Complaint Form
Online Appeal Form
Printable Appeal Form

Support Making a Complaint or Appeal

If you require help to make a complaint or appeal, you can ask someone you trust to support you, such as a family member, friend, advocate or community worker.

External services that can help with making complaints include:

If you need an interpreter, please contact the Translating and Interpreting Service on 131 450.

What Happens When You Submit a Complaint or Appeal

We aim to make the process clear, fair and easy to follow. When we receive your complaint or appeal, we will:

  • acknowledge it within 2 business days
  • explain the next steps and clarify any questions we have
  • keep you informed of progress
  • aim to provide an outcome within 21 business days

If more time is needed, we will let you know why and keep you updated.

If you are not satisfied with the outcome, you can request a review by Pacific Link Housing or explore the options below.

Further Review and External Options

If you are not satisfied after our review process, you may be able to seek further advice from the following organisations:

Housing Appeals Committee (HAC)

The Housing Appeals Committee is an independent agency that reviews certain decisions made by social housing providers.

You can apply to HAC if you are not satisfied with the outcome of your appeal after completing Pacific Link Housing’s internal review process.

Phone: 1800 629 794

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Registrar of Community Housing

The Registrar of Community Housing monitors and regulates community housing providers in NSW under the National Regulatory System for Community Housing (NRSCH) and the New South Wales Local Scheme (NSWLS). You can contact the Registrar if you have concerns about how Pacific Link Housing is meeting its obligations or managing its services.

Phone: 1800 330 940

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NSW Civil and Administrative Tribunal (NCAT)

NCAT is the main body for resolving tenancy disputes in NSW. It can make legally binding decisions about matters such as rent, repairs, tenancy agreements and other issues under the Residential Tenancies Act.

Phone: 1300 006 228

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Our Commitment to You

Our Customer Service and Expectations Charter outlines the service standards you can expect, including how we manage complaints and appeals.

You can also refer to our Complaints and Appeals Policy on the Policies and Resources page for more detailed information.