"A public housing tenant was charged almost $2,000 in tenant liability for the replacement of a faulty appliance at their public housing property. The public authority had calculated that the tenant should be liable for 80% of the full cost of the item, which is the percentage charged for appliances which are 0-3 years old in accordance with its maintenance policy. The tenant appealed the decision, but the appeal was not successful. The tenant complained to the Ombudsman.
We contacted the public authority about the tenant’s complaint. The public authority reviewed the tenant’s complaint further and found that the appliance was over three years old at the time the tenant was charged. Under its policy, the public authority charges 50% of the replacement costs for appliances that are three to five years old. The public authority adjusted the charges to reflect this, saving the tenant about $550 in costs. The public authority also apologised for the oversight."