Complaints, Appeals & Compliments

YourPlace Housing recognises that there will be occasions where people disagree with a decision made by YourPlace Housing.

YourPlace Housing's appeal process is independent and decisions are reviewed 'on the merits'. This means that the Appeals Committee takes a fresh look at the relevant facts, law and policy to arrive at their own decision.

YourPlace Housing aims to make the review process accessible, fair and consistent.

A decision relating to:

• a dispute with another YourPlace Housing tenant
• a dispute between the you and YourPlace Housing
• an application for housing and eligibility
• any decision made by YourPlace Housing that you believe is unreasonable, oppressive or unjust

YourPlace Housing will not consider:

• matters concerning an eviction made as a part of a Court or South Australian Civil and Administrative Tribunal (SACAT)
• government policy
• decisions relating to tenant rent arrears, levies and water charges

An application of appeal must be received by YourPlace Housing within 30 days of the incident, decision or action.

1. We will confirm receipt of your appeal within 5 days
2. YourPlace Housing will establish an Appeal Committee within 14 days of receipt of an appeal application.

The Committee which will consist of a minimum of three people and membership will include:

• a YourPlace Housing Board member
• a senior staff member of another community housing organisation
• a Board member of another community housing association

3. The Committee will review the decision that you are dissatisfied within 56 days of receipt of your appeal application.
4. The Appeal Committee will provide a written report of the outcome of the appeal to you and the Chief Executive Officer within 5 days of the hearing.

There will be no negative consequences to your tenancy by appealing a decision we have made. You can withdraw your appeal at any time, which means the original decision will stand. Confidentiality will be maintained throughout the process, even if the appeal is withdrawn.

It is also your right as a tenant to appeal a decision externally through the South Australian Civil and Administrative Tribunal (SACAT). SACAT provide an independent formal review of a decision YourPlace Housing has made. The meetings or hearings are similar to court proceedings, though less formal, and you are entitled to have a support person or advocate attend with you.

Requests for SACAT to review a decision must be made within 30 days of receiving the Appeal Committee's decision.

Please be aware there is a cost involved in lodging a SACAT application. Details of costs and how to apply are available from www.sacat.sa.gov.au. You can appeal to SACAT via:

• Website: www.sacat.sa.gov.au/application-form
  
• Tel: 1800 723 767
• Email: sacat@sacat.sa.gov.au
• Post: GPO Box 2361, Adelaide SA 5001

If you would like more information about YourPlace Housing's Appeal Management process please read our Appeals Management Policy or call the Tenancy Team on 08 8351 8466.

• Appeals Policy: Download PDF [200kb]