Appeals and complaints

We are here to support you. At Mission Australia Housing, we aim to do things right. But if something hasn’t gone well, we want to hear from you. Lodging an appeal or complaint won’t affect your tenancy, it helps us improve our services.

Appeal: You ask us to review a decision we’ve made.

Complaint: You tell us you’re unhappy with a service

You can appeal decisions like:

• How your rent was calculated
• Outcomes of property modification or alteration requests
• The outcome of a transfer request

Appeals are reviewed by someone who wasn’t involved in the original decision.

You can make a complaint about:

• Delays or poor service
• Staff behaviour or communication
• Repairs or services that didn’t meet expectations

If your complaint is about a staff member, they won’t be the one handling it.

• Where we can, we’ll try to resolve it on the spot
• We’ll acknowledge your appeal or complaint within 2 business days
• We’ll review or investigate it fairly and privately
• We aim to respond as quickly as possible, and usually within 28 days but complex matters may take longer
• We’ll explain the outcome and any next steps

You can do this:

• In person – at your local office
• By phone – 1800 269 672
• By email or letter
• Using a form – available at your local office or online

You can also ask a support worker, friend, or family member to help you.

We understand that sometimes you may not agree with a decision or feel your concern hasn’t been resolved. If you're not satisfied with the outcome, you can contact our Housing team to discuss your options or find out which external agency to speak to in your state or territory.

Please note: Complaints about neighbours or disruptive behaviour are managed under our Anti-Social Behaviour (ASB) policy. If this applies to your situation, our Housing team can guide you through the appropriate process.

See our Appeals and Complaints Policy for more information.