Repairs Hotline: (02) 6627 5333

Actions for tenants

Complaints & Appeals

At NRH, we are committed to being transparent, fair and accountable.

We welcome complaints and appeals as opportunities to listen, resolve issues and improve our services.

There are different ways you can be heard:

  • Complaint – If you’re dissatisfied with our services, actions, or how a decision was made or communicated.
  • Appeal – If you would like us to review or reconsider a decision we have made.
  • Feedback – If you’d like to share suggestions, concerns, or positive comments about our team or programs. Feedback can be submitted through our contact page.

Note: The same complaints and appeals process applies to tenants in Specialist Disability Accommodation (SDA).

Centrepay Complaints

If your concern relates to Centrepay deductions (for example, rent payments from your Centrelink payments), you can contact us and we will work with you to resolve the issue as quickly as possible. This includes reviewing what has happened and keeping you informed throughout the process. You can lodge a Centrepay complaint using any of the methods outlined below. 

You also have the option to contact Services Australia directly if you prefer or are not satisfied with the outcome. 

 

Lodge a Complaint or Appeal Online
How to lodge a Complaint or Appeal

Choose whichever way suits you best:

  • Online: Via our secure Complaints & Appeals Form. 
  • Phone: (02) 6627 5300
  • In person: At the Lismore Head Office during business hours, or the Tweed Heads office by appointment.
  • Anonymous complaints: Are accepted, however, this may limit our ability to investigate or respond.
Response timeframes

We will acknowledge your complaint or appeal within 2 business days, respond in full within 28 calendar days where possible.

If we need more time, we will let you know and provide you with a revised timeframe.

Assistance

We understand making a complaint or appeal can feel overwhelming. Tenants and residents are welcome to:

  • Ask a support person to help prepare and lodge the complaint or appeal.
  • Request assistance from NRH in documenting the issue.
  • Seek advocacy or tenant support services (we can provide referrals if needed).

FAQs

What isn’t a complaint?

Some matters are better handled through other channels:

  • Repairs and maintenance > please log these through our Request a Repair page or learn more About Repairs and maintenance.
  • Reports of serious misconduct or fraud > See our Whistleblower Policy.
  • Repeated complaints already fully investigated, with no new information – NRH will take no further action unless new, relevant evidence is provided.
  • General suggestions or compliments > Please use our Contact Us form for feedback.

If behaviour becomes abusive or aggressive, it may be managed under our Unreasonable behaviour approach (below), separate to the substance of the issue.

Unreasonable behaviour

We understand complaints can be stressful. We will always treat you with respect, and we ask the same in return.

NRH has zero-tolerance for:

  • Abusive, aggressive, threatening, or discriminatory language/behaviour.
  • Intimidation of employees or other tenants and residents.
  • Persistent, repetitive contact without new information.

If this occurs, we may:

  • Set reasonable limits on contact (e.g., a single contact person, specific channels, or contact frequency).
  • End calls or meetings where behaviour is unsafe or abusive.
  • In serious cases, involve authorities.

Where possible, we’ll continue to consider the issue itself on its merits – even if we need to place limits on how we communicate.

If concerns remain unresolved

Most external bodies will expect that you first try to resolve the matter with NRH and (where relevant) lodge an appeal. We will clearly explain your next options and appeal rights when we provide our decision, and we’ll tell you when you’ve reached the end of NRH’s internal process.

You may then choose to contact:

NSW Civil & Administrative Tribunal
https://www.ncat.nsw.gov.au/
Telephone: 1300 006 228

NSW Housing Appeals Committee
https://www.hac.nsw.gov.au/
Telephone: 1800 629 794
hac@facs.nsw.gov.au

NSW Registrar Community Housing
https://www.rch.nsw.gov.au/
Telephone: 1800 330 940
Locked Bag 4001
Ashfield BC 1800
registrar@facs.nsw.gov.au

NDIS or NDIA (for NDIS Participants only)
https://www.ndis.gov.au/
Telephone: 1800 800 100
enquiries@ndis.gov.au

Our commitment

We treat every complaint and appeal fairly, promptly, and confidentially, keeping you informed with clear updates throughout. We explain our decisions and next steps (including any appeal rights) and use what we learn to improve our services.

For more details, please refer to our Complaints and Appeals Policy.

View all our policies here.

Other actions for tenants

Need help?

If you need support, call us or ask someone you trust to contact us on your behalf.

Contact Us
Other actions for tenants