Rental Housing (Homeswest)

The Department of Housing and Works recognises that the decisions it makes have a significant impact on customers.

The appeal process ensures that any concerns you have are dealt with in a fair and open manner before an Appeals Committee.The committee includes a senior Department officer and an independent community member.

Virtually any decision you are unhappy with can be appealed.

For example, an application for priority accommodation, for bond assistance, a housing loan, rental arrears, tenant liability for repairs, or any other charges billed to you.

The appeals process ensures that these and many other decisions can be independently reviewed by people who were not involved in the original decision.

You must lodge your appeal within 12 months of receiving a decision.

Decisions that have general application and therefore apply to all customers cannot be appealed.The only other exceptions are:

• decisions you received more than 12 months ago
• decisions where legal action has been taken by the Department of Housing and Works
• decisions that are being, or have been, considered by the State Ombudsman or the Minister for Housing and Works
• decisions on the disposition (purchase or sale) of Department assets, including properties.

You will need to complete an appeal form, which is available online (see below) for you to print out and complete, or from any Department of Housing and Works office .

To open a PDF copy of the appeal form (8kB) click on the link below. For more information on PDF documents, click on the PDF icon.

Appeal Form

If you require any assistance to complete the form or require copies of documents relevant to your appeal, you can apply to the Department of Housing and Works.

A list of welfare and community agencies that provide independent advice and practical assistance with lodging an appeal is provided in the Department of Housing and Works Services Directory. A copy is available in PDF format on the Internet (see below) or from any Department of Housing and Works office.

To download a PDF copy of the Department of Housing and Works Services Directory (1.6MB) click on the link below. WARNING: This is a large document and may take some minutes to download. For more information on PDF documents, click on the PDF icon.

Department of Housing and Works Services Directory 

The Appeals Committee

An Appeals Committee consists of a senior Department of Housing and Works officer and an independent community representative, both of whom have equal powers.

You will be given the opportunity to attend the hearing in person, so you can explain your case directly to the committee. The proceedings are informal, and the committee may ask you questions to make sure your case is fully understood. You are welcome to have a friend, relative or advocate accompany you.

Once it has considered all the facts, the committee will provide its decision and reasons in writing. This will occur within one month of the hearing.

Your appeal can be heard at any Department of Housing and Works Regional Office. You can also request that a hearing be held at a neutral place. If you live in a country area away from a regional centre, your appeal may be heard over the telephone.

If you disagree with the decision of the Appeals Committee, you may still be able to proceed with your appeal by requesting a review by the Public Housing Review Panel. This is a committee of three independent community members selected from a pool of members, appointed by the Minister for Housing and Works.

Not all matters can be heard by the panel. For example, it may not deal with tenant liability assessments or debt. Further action on these matters must be pursued through the Small Disputes Division of the Local Court.

When you receive your decision from the Appeals Committee, you will be advised which jurisdiction is appropriate.

A request for a review through this forum must be lodged within 60 days of receiving your Appeals Committee decision.

The panel is not part of the Department of Housing and Works, and its procedures are different from those for the Appeals Committee. While you may request the opportunity to appear before it, your attendance is at the discretion of the panel.

The panel may seek additional information from you or from The Department to ensure it has all relevant facts at its disposal before reaching a decision. The decision and reasons will be forwarded to you in writing, and is binding upon The Department.

Other avenues to apply for investigation of a Department of Housing and Works decision include:

• The Small Disputes Division of the Local Court
• The Minister for Housing and Works
• Members of Parliament
• The State Ombudsman
• Equal Opportunity Commission
• Human Rights Commission

Open a PDF copy of the Appeals Mechanism Manual (302kB). For more information on PDF documents, click on the PDF icon to the right.