The Department of Housing and Works (‘Department’) provides and manages public housing and other key government infrastructure projects such as schools, hospitals and police stations in Western Australia.
You can make a complaint if you are affected by services such as public housing, housing decisions, disruptive behaviour in public housing, community housing providers, public works or procurement projects, or subcontractor payment disputes.
What types of complaints can you make?
You can submit a complaint about:
General Complaints about the Department: Concerns about how a service was delivered, the actions of a staff member, the way a complaint was handled, or any other aspect of the Department's work.
Public Housing: Issues concerning housing applications, rent assessments, maintenance requests, tenant services, or how a previous complaint was handled.
Housing Decisions: You can ask the Department to review decisions made about public housing, priority assistance, transfers, bond assistance, or tenant liability charges.
Disruptive Behaviour: You can report disruptive behaviour that is a possible breach of a public housing tenancy agreement such as ongoing noise, threats, intimidation, offensive behaviour, trespassing, assault, or other behaviour that is affecting neighbours or the community.
Registered Community Housing Providers: A community housing provider is an organisation, generally a not-for-profit, that provides affordable housing. You can contact the Community Housing Registration Office (CHRO) if you believe a registered community housing provider is not meeting its regulatory and legal obligations. This may include not following its policies, not handling complaints properly, or ongoing issues affecting multiple tenants.
Public Works Projects and Procurement: Concerns about a public works project or a procurement (tender) process. This may include unclear tender information, inconsistent advice during a procurement process, or concerns about how a public works project was managed.
Subcontractor non-payment complaints: If you're a subcontractor on a Department public works project and you have not been paid or have been paid late by the head contractor you can lodge a complaint after first trying to resolve the issue with the head contractor.
The Department cannot handle complaints about:
- Ordinary personal disputes between tenants
- Normal daily-life noise
- Behaviour or personal disputes not linked to a public housing tenancy
Location/Jurisdiction: The Department has the authority to hear complaints under the law of Western Australia.
Time limits: A housing appeal must usually be lodged within 12 months of the decision being made by Housing and Works. There are no time limits on other Department complaints, but you are encouraged to do so as soon as possible.
Who can you make a complaint against?
You can submit a complaint against:
- The Department of Housing and Works itself.
- Department Staff.
- The Housing Authority.
- Public Housing Tenants: for disruptive behaviour that breaks tenancy agreements.
- Registered Community Housing Providers (organisations that provide affordable housing in the community).
- Head contractors on Department-managed work projects for non-payment issues.
The Department cannot handle complaints about:
- Private landlords or real estate agents.
- Tenants not living in public housing.
- Private builders or contractors on non-Department projects.
Are you eligible to make a complaint?
Anyone can make a complaint to the Department. However, some complaint types require action before you lodge a complaint.
- Community Housing Provider Complaints - when possible, tenants should first attempt to resolve the issue directly with the provider.
- Subcontractor non-payment issues – subcontractors should speak with the head contractor before submitting a complaint.
You can submit a complaint on behalf of someone else, but consent may be needed.
Anonymous complaints are accepted but may limit the Department’s ability to respond.
What can this body do to help?
The Department cannot guarantee a specific remedy, but possible outcomes include:
Housing Decision Reviews: An internal review by a senior Housing and Works officer who will consider whether the decision was fair, whether there was enough evidence, and whether the original decision should be changed.
Housing Decision Appeals: If your appeal was unsuccessful after an internal review, you may be able to attend an appeal hearing.
Tenancy Action: The Department may take proportionate tenancy action for disruptive behaviour, including making a support referral. The Department cannot make the decision to evict a tenant.
Regulatory Action: If a Community Housing Provider is found to be non-compliant, regulatory tools such as reviews, assessments, and recommendations may be used to resolve the issue.
Subcontractor non-payment issues: the Department will advise the head contractor of the complaint and may withhold their own payment until subcontractors have been paid in full.
How to prepare your complaint:
When making a complaint include as much clear information as possible.
Personal details: Include your name, address, phone number, and email address.
Details about the person or service you are complaining about: Department name, staff member, property address, community housing provider, project name, procurement process, or head contractor.
Relevant Facts:
- Explain clearly what happened, when, where, and who was involved
- Explain what decision or service you are challenging
- Explain any action you have already taken to resolve the issues
- Include what you would like to be done to resolve the issue
- State clearly any safety risks.
- Indicate if you need an interpreter, relay service or phone support.
Evidence: Attach any relevant documents including decision letters, photos, repair records, maintenance requests, medical reports, invoices, and any correspondence such as emails and letters.
What NOT to include: false or misleading statements.
Lodging your complaint and next steps:
The process for submitting your complaint will vary depending on the complaint type.
Public Housing:
- Online Form: Lodge a complaint or feedback form.
- Phone: 1800 333 325
The Complaints Management Unit will acknowledge an online complaint within two working days.
Disruptive Behaviour Report:
- Online Form: Report Disruptive Behaviour form
- Phone: 1300 597 076
- In Person: You can report in person at your local Housing office.
Housing Decisions: Written appeals must use the Housing Appeals Mechanism Request Form that you received with your original decision – also available from your local Housing office.
Community Housing Providers: For a registered community housing provider compliance complaint, tenants should generally complain to the provider first. If the issue remains unresolved after speaking directly with your provider, you can contact the Community Housing Registration Office (CHRO) by email at registrar@dohw.wa.gov.au.
The CHRO will try to advise you of the outcome within 30 days.
Public Work Projects and Procurement:
- Online Form: Customer Feedback Management System
The Department will acknowledge the feedback or complaint within two working days.
Subcontractor Non-payment: If you are a subcontractor on a Housing and Works-managed housing project, first speak to the head contractor. If the issue is not resolved, lodge the online Subcontractor Complaints form.
Other things to know:
If there is immediate danger, call 000. For suspected illegal activity at a public housing property, or loud music or parties happening at the time, contact WA Police on 131 444 before reporting to Housing and Works.
More information:
Refer to the factsheet provided below for more information.
