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.

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 let our Receptionist know.

Complaints

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.

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

Alternatively, you can lodge a complaint to us in writing by completing a hard copy of our 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 Customer Feedback Coordinator. 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 let our Receptionist know.

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.

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