Client Service Delivery and Appeals
Tenancy Agreement
Privacy and Information Sharing
Freedom of Information
Client Service Delivery and Appeals
Housing NSW provides its services in a way that is:
- Fair and accessible to all;
- Prompt and efficient;
- Accurate and honest;
- Private and confidential; and
- Appropriate to people’s needs.
A tenant or applicant can ask for a decision made by Housing NSW to be reviewed if they believe that inadequate consideration has been given to their individual circumstances, the decision is contrary to Housing NSW policy or involved a poor interpretation of policy, or the procedures used to read the decision were incorrect.
For more information on this policy, check the Client Service Delivery and Appeals Policy.
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Tenancy Agreement
Housing NSW complies with the rights and obligations of a landlord under the Residential Tenancies Act 2010. These rights and obligations are outlined in the Tenancy Agreement signed by each tenant when they start a tenancy in a Housing NSW or Aboriginal Housing Office property.
For more information on starting, managing and ending a tenancies, look in the Starting a Tenancy Policy, During a Tenancy Policy and Ending a Tenancy Policy.
For more information about the rights and obligations of landlords and tenants visit the NSW Fair Trading website.
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Privacy and Information Sharing
Housing NSW collects personal information (including health information) about its clients so that it can provide appropriate services. Housing NSW’s approach to collecting, using and storing the personal and health information of its clients is governed by the Privacy and Personal Information Act 1998, the Health Records and Information Privacy Act 2002 and the Housing Act 2001.
Housing NSW works with other agencies to develop solutions for individual applicants, tenants and public housing communities. Other agencies will be encouraged by Housing NSW to participate in forums like Neighbourhood Advisory Boards and inter-agency support groups.
For more information on this policy, look in Privacy and Information Sharing Policy.
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Freedom of Information
Any member of the public can apply for information held by Housing NSW. However, some information is exempt under the Freedom of Information Act and cannot be provided. There is also a charge where information is provided under the Act.
Clients of Housing NSW can ask to see their personal file at no charge. Some parts of the file may be restricted due to the provisions of the Freedom of Information Act.
For more information about this policy, look in the Privacy and Information Sharing Policy.
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