Registrars have powers to investigate complaints about the compliance of registered community housing providers with community housing legislation.
Community housing providers are organisations that deliver social or affordable housing on very low to moderate incomes.
Registrars can investigate complaints about a registered provider’s compliance with the national law and regulatory code.
The purpose of this policy is to provide a framework for the investigation of complaints about compliance of registered community housing providers.
Below are a list of terms, keywords and/or abbreviations used on this page.
This policy applies to:
This policy has been agreed and adopted by all jurisdictions participating in the National Regulatory System for Community Housing (NRSCH).
The NRSCH is committed to effective complaints management by managing complaints in an accountable, transparent, timely and fair manner. Complaints can contribute actively to ensuring registered community housing providers are viable, well governed and deliver quality housing services.
Complaints, enquiries and disclosures may also identify a systemic failure by the community housing provider or a serious one off failure which requires regulatory intervention.
The principles of good regulation that underpin the National Regulatory Code are recognised in the complaints management policy.
Registrars are committed to following complaint management principles and will:
Whilst a Registrars’ focus is on systemic issues individual tenancy matters related to compliance with the National Law and code may be considered. Registrars will take into account the seriousness of complaints, whether there is a history of similar complaints about the provider and whether there is a more appropriate avenue for the complaint to be dealt with in deciding whether to investigate the complaint.
Registrars will assess each complaint to decide whether it raises issues/risks about the provider’s compliance with the following performance outcomes under the National Regulatory Code:
Examples of the types of complaints the Registrar may investigate include allegations of:
22 Jul 2022
We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present and future. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land.