Policies, Procedures and Document Library
Please refer below for information on our various policies, proceedures, information and dispute resolution process
Oasis SDA is committed to ensuring all tenants and applicants have fair and equitable access to its services. If you are not happy with our service, standards, practices or policies, you have the right to make a complaint.
You may think we are taking too long to get something done or you are not happy with the outcome. You can complain about any part of the service you receive. Oasis welcomes constructive feedback and views it as a way to improve services and be accountable to tenants.We hope that most complaints can be resolved by discussing it with the staff member, however sometimes this may not be successful or you may not consider it appropriate to do so.
The Complaint Process
The following information is important to remember about our complaints system:
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Complaints can be lodged in person, over the phone or by email.Home in Place will acknowledge your complaint in writing as soon as practicable.
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Complaints will be investigated as quickly as possible in accordance with company policies and procedures.
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You have the right to use an advocate or a friend to assist you throughout the process.
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Complaints received will be recorded in an appropriate manner.
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The complaints process will be communicated to applicants and tenants in appropriate formats.
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Oasis will respond to all complaints in a confidential, effective, and timely manner.
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If you are not satisfied with the outcome of your complaint, there are a variety of external avenues available. They may include, making an application to the NSW Registrar of Community Housing, NSW Civil and Administrative Tribunal (NCAT) or the QLD Civil and Administrative Tribunal (QCAT).
Complaints, Appeals and Feedback
How to lodge a complaint and the process that follows
Download or print a copy of the Complaint Form relevant to your location:
Make sure you include as much information as possible about your complaint.
Lodge the Complaint Form to our Complaints Officer via email at admin@oassissda.com.au or with your Tenancy Relations Officer.
Alternatively, complaints may be lodged over the phone.
We will send you an email to let you know we received your complaint and will start investigating it. We may need to contact you if we need more information.
All complaints will be reviewed and all information available at the time of complaint will be considered.
Following the investigation, a formal response will be forwarded to you in writing Complaints will be investigated as quickly as possible. Complaints that relate to a simple matter should be finalised within seven days and a maximum of 30 days.
Please note, to protect the rights and privacy of tenants and staff, we may not be able to tell you the result of the investigation if it involves others.
Complaints about a housemate, neighbor or antisocial behavior
NSW Tenancy Policies
We take all complaints about antisocial or disruptive behavior seriously and will investigate each incident in a fair and reasonable manner. We can only take action when satisfied that the antisocial/disruptive behavior has occurred, and the complaint relates to a tenancy issue. When an incident is confirmed appropriate action will be taken.
Oasis can only investigate allegations if the alleged behavior may be a breach of a tenancy agreement. Some complaints MUST first be reported to the relevant authority, for instance, suspected illegal activity must be reported to the police and certain matters must be reported to your local Council, including excessive dog barking, dangerous or roaming animals and cars blocking footpaths.
Where there is a dispute between neighbors, Oasis will not normally get involved except where required to so under the relevant tenancy legislation. Dispute resolution services, for example, Community Justice Centres in NSW or the Department of Justice and Attorney General’s Dispute Resolution Service (QLD) or Dispute Settlement Centre of Victoria (DSCV) may be able to assist with these types of disputes.
Oasis cannot investigate alleged criminal/illegal behavior and this type of alleged activity should be reported to the police.
Examples of behavior that must be reported to the police includes:
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a neighbour being either physically or verbally harassed by another neighbour
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threats with weapons
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domestic violence
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suspected illegal drug activity
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stalking
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theft
Oasis investigates all complaints of antisocial and disruptive behaviour thoroughly and fairly, giving tenants the opportunity to respond. Tenants can have a support person or advocate help them with this process.
We can only take action after being satisfied that the behaviour has occurred, and that the complaint relates to a tenancy matter that Home in Place is responsible for. In some cases, Oasis is not able to confirm that an incident has occurred.
We must also ensure we have provided the tenant with a reasonable chance to address their behaviour. Oasis may take a range of actions to help the tenant address the behaviour and maintain their tenancy, including referral to a support service, closely monitoring the tenancy or action in the Tribunal.
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NSW Tenancy Agreement
QLD Tenancy Policies
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QLD Tenancy Agreement