You have the right to appeal
If you believe that a decision made by Link Housing in relation to a tenancy, housing assistance or an application is unfair or incorrect, you have a right to appeal against the decision.
Our Appeals policy explains how Link Housing manages appeals from, or on behalf of applicants, tenants and stakeholders.
To make an appeal please download and complete the Appeals Form and return by either email, fax, post or in person at one of our offices.
Our Appeals Policy principles
- Welcomes complaints and appeals.
- Promotes its appeals policy to tenants and applicants.
- Is easy to understand and use.
- Is fair.
- Allows the person making the appeal to use an advocate or support person.
As part of the Appeals policy, Link Housing:
- aims to respond quickly to appeals
- will keep the person making the appeal informed of progress
- will give its decision in writing
- will maintain a record of complaints and appeals
- will use the outcomes of complaints and appeals when reviewing policy and practice
- will inform the person making the appeal on how to access the independent appeals process
How do I appeal a decision?
Appealing a decision is a 2 step process.
Step 1 – Internal Appeal (first tier)
Firstly, you will need to prepare a formal review of the original decision explaining why you believe the decision made was not fair. Where possible, the request should be in writing. If that’s not possible, you can ask a Link Housing staff member to write out the appeal request. If they do so, they must read the letter back to you and you must sign it to agree it is correct.
- Link Housing will acknowledge the appeal within one working day and attach a copy of the Appeals Policy.
- Someone not involved in the original decision will review the matter, and may contact you and the person who made the original decision for more information.
- The person reviewing the case may contact the customer and the person who made the original decision for more information.
- The response will generally be given in writing within 21 days (three weeks) clearly outlining if the decision has been upheld or not upheld and the reasons.
- If you are still unhappy with the outcome, you can request an independent review from the Housing Appeals Committee.
Step 2 – Independent (second tier)
The Housing Appeals Committee is an independent agency that reviews decisions made by community housing providers. The Housing Appeals Committee will review the first appeal and make recommendations to Link Housing. For further information on the Housing Appeals Committee call 1800 629 794 or visit the www.hac.nsw.gov.au
How long do I have to appeal a decision?
Generally the right to appeal is limited to 3 months from the date of the original decision. This may be extended in special circumstances.
If your rent subsidy has been cancelled, you only have 21 calendar days to appeal the decision.
How long will Link Housing take to get back to me?
Link Housing will acknowledge your appeal within 24 hours.
The time frame for dealing with an appeal is generally 21 days (three weeks). This may be extended where time is required to gather information and/or speak to the parties involved.
Can I get help with my appeal?
Yes, a support person or advocate can help with your appeal. If you’d like Link Housing to talk directly to your support person or advocate, you must provide a signed consent form.
If English is not your first language, you can ask Link Housing to talk directly to a support person or advocate, or when appropriate, use the Translating and Interpreting Service (TIS).
Need more information?
Please get in touch with our Client Services team on (02) 9412 5111 or read our full Appeals policy.
You can also contact:
- Housing Appeals Committee on 1800 629 794
- Department of Fair Trading 13 32 20
- Tenants Advice and Advocacy Service 1800 251 101
For information on non-appealable decisions contact:
NSW Civil and Administrative Tribunal (NCAT) on 1300 006 228