Complaints and Appeals
It is your right as a tenant or applicant of Territory Housing to appeal against any decision you are not happy with.
Who can appeal?
People who live in or who are waiting for Territory Housing accommodation can appeal against decisions made by the Department.
What decisions can you appeal?
You can appeal against any decision made by the Department.
Some examples are:
• You may feel that you were discriminated against when you were applying for public housing
• You may have been told that you are not entitled to a transfer but believe you should be entitled to one
What issues can Territory Housing not deal with?
Territory Housing Appeals Mechanism cannot deal with issues that are the responsibility of other tribunals. For example, a decision made by a local court for eviction.
Is there a cost?
No, it is free to appeal
What if I need help with my appeal?
If you need help in completing your application form or speaking with the Department about the review, you can get someone to help you. For example, this can be a Social Worker, Doctor, friend, Community Worker or by contacting the Client Relations Officer. Territory Housing can arrange for an Interpreter at no cost if you have difficulty understanding English.
The decision
When Territory Housing makes a decision that you are unhappy with, you can complain in person, by telephone, mail, email or by completing an appeal application form.
There are three levels of appeal
Level 1: An automatic review of any unfavourable decision by a Territory Housing officer in your area, followed by a further internal review if required. This is referred to as the First Tier Appeal.
Level 2: An internal review by the Territory Housing Internal Review Panel, consisting of three senior staff members not involved in the original decision. This is referred to as the Second Tier Appeal.
2nd Tier Appeal Application Form
Level 3: An external review by an independent appeals panel known as the Territory Housing Appeals Board, consisting of three community persons appointed by the Minister for Housing. The board is completely independent to Territory Housing and is referred to as the Third Tier Appeal.
3rd Tier Appeal Application Form
What happens next?
The Department will acknowledge your complaint in writing and will begin investigating your complaint promptly. You may be contacted for additional information
How do I appeal?
- Telephone our toll free number 1300 301 167 for advice on how to appeal.
- Telephone the Client Relations Officer on 08 8999 8853 or toll free 1300 301 167 or email housingcomplaints.th@nt.gov.au
Printed appeal application forms can be obtained from:
- Any Territory Housing office
- Community Organisations