Registrar of Community Housing

Policy and Procedures

Unreasonable Complainant Conduct

Most complainants who come to our office act reasonably and responsibly in their interactions with us, even when they are experiencing high levels of distress, frustration and anger about their complaint. However in a very small number of cases some complainants behave in ways that are inappropriate and unacceptable – despite our best efforts to help them. The Registrar’s Guidelines for Managing Unreasonable Complainant Conduct may be enacted in these circumstances.

Enquiry and Complaint Procedure

Anyone who has concerns about whether a registered community housing provider is meeting its responsibilities under the Regulatory Code can notify us of their concerns or make a complaint. This includes tenants, tenant advocates, and people who work with providers. Complaints and notifications are an important source of information and intelligence for the Registrar.

Investigation Procedure

Most complaints about the non-compliance of community housing providers with the requirements of the National Law are managed using the Enquiry and Complaint Procedure; however, where a complaint reveals potentially serious non-compliance, or a pattern of potential non-compliance with the Regulatory Code or National Law, the Registrar may decide to initiate a formal investigation.

For further information about the Registrar's role in complaint handling or making a complaint, please see Enquires, Notifications and Complaints.