department of housing complaints nsw

Child Protection Helpline - 13 21 11 Disaster Welfare Assistance Line - 1800 018 444 Link2Home Homelessness - 1800 152 152 Domestic Violence Line - 1800 656 463 Services and support General enquiries writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. Make your complaint online. If you make a complaint to us and we can't handle your complaint, we'll tell you who can help. If they are unable to sort out the problem, you can complain to FACS. If you're not happy with our decision or the way we handled your complaint, seeComplaints about the NSW Ombudsman. what you think should happen to resolve your complaint. put you in contact with the right person in the organisation who can respond to your complaint, contact the organisation about the problem and ask them for an explanation, or. prioritising delayed actions or decisions. For complaints about: We cannot handle complaints about other independent integrity commissions or bodies, such as: If you are finding it hard to know who you should complain to, we canhelp you make a complaint. You can still access up-to-date, reliable information on the existing Department of Justice websites. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. Family & Community Services on facebook opens in new window, Family & Community Services on twitter opens in new window, Family & Community Services on youtube opens in new window, Family & Community Services on linkedin opens in new window, Changes to your tenancy: tenant factsheet, Privacy and personal information notification. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. Can I appeal more than once? The Attorney General and this Department do not have the power to investigate the conduct of judicial officers, such as judges and magistrates. Complaints about community housing providers should be made directly to the provider. We canhelp you make a complaint. Contact the Law Enforcement Conduct Commission. refuges for women, children, men and families. For a list of offices and contact numbers go to www.housing. Although we wont be able to respond to your concerns, anonymous complaints can provide us with useful information that can lead to service improvements. You will need their permission to do this. Go to www. This might be about detrimental actions taken against you after you made a disclosure. The Registrar's office can only investigate complaints about community housing providers that are registered under the NRSCH or the NSW Local Scheme. To enquire about accommodation, please contact Housing NSW on 1800 422 322. Applicants and tenants can appeal these decisions through the Housing Appeals Committee. It takes about 15 minutes. east. The Registrar of Community Housing acknowledges the traditional owners and custodians of the land, and respects Elders past, present and future, Guidelines for managing unreasonable complainant conduct, Breach of the agreement, such as rent arrears, For applicants - most issues related to eligibility to be on waiting lists, priority on those lists and the provision of other services, for example emergency housing. The Registrar of Community Housing is responsible for the registration and regulation of NSW community housing providers and may be able to assist you witha complaint about a community housing provider. However we can get information from these authorities that may better explain the decision for you. the quality of service you have received from a staff member of the Department, the conduct of a staff member of the Department, a decision made by a business centre of the Department, review a decision made by a court or tribunal, investigate the conduct of a judge or magistrate, review a decision of an independent statutory authority such as the Office of the Legal Services Commissioner, the Legal Aid Commission, or the Director of Public Prosecutions, investigate the quality of service, decisions, policies and procedures of agencies which are not part of the NSW Department of Communities andJustice, which person, agency or area of the Department has caused you concern, the relevant date, location and case reference number, if you have them, what you would like us to do to resolve your complaint, your contact details; name,postal address and contact telephone numbers. Generally, we will provide an acknowledgement to your feedback within 3 business days and aresponse to your complaint within 21 business days of receipt. private correctional centres for example, Junee, Parklea and Clarence. You can find the address on our website. For complaints about alleged corrupt conduct of councillors or council staff, contact the Independent Commission Against Corruption (ICAC). You can also write to your local DCJ office. HUD also provides a Spanish language version of the online housing complaint form. The NSW Civil and Administrative Tribunal (NCAT) may also be a way for you to seek to resolve any disputes. What can I expect to achieve from making a complaint? east. Please refer to the Housing Trust Complaints Policy for more information. If you are being held in custody, and want to make a complaint about Youth Justice or Corrective Services, see Complaints about custodial services. 1. Alternatively, you can contact your localCommunity Services Centreto make a complaint. Your feedback is important to us, whether you have a complaint, a suggestion or a compliment. You should firstly contact the staff member you were dealing with, or the staff member's supervisor. HAC is independent and can review FACSs decisions and recommend changes. An important function of the Registrar of Community Housing is to investigate complaints and other matters in respect of community housing providers that are registered under the National Regulatory System for Community Housing (NRSCH) or the NSW Local Scheme. Open all What can you give feedback or complain about Antisocial behaviour complaints Other complaints Positive feedback Last updated: 22 September 2020 We do this only rarely when there is evidence of very serious and/or systemic problems. Part 1: What is unreasonable conduct by a complainant? For your convenience, telephones with a direct link to the Maintenance Line are available in the lobby of all local offices to use during business hours. The grounds for complaint we can consider relate to: Our customer complaints process explains how we manage feedback. Includes Aboriginal people, families and communities, carers, disability and inclusion, seniors, youth, volunteering and advisory councils. These translations should be used as a guide only. Depending on the circumstances, outcomes might include: We also consider whether there is a larger problem that may be affecting other people as well as you. This site also provides details of awarded contracts over $150,000 in value. We cannot handle complaints about phone and internet companies for example, Telstra, Vodafone and Optus. You will need to give the event number to Maintenance Line staff when you call to request a repair. We can look at how FACS handles complaints about tenant behaviour, but we cant make FACS take enforcement action against a tenant, or investigate tenant behaviour ourselves. If your neighbour is a tenant of FaCS Housing NSW (sometimes called Housing Commission or Department of Housing), you can make a complaint to FaCS Housing NSW about noise. For a complete list of matters that can be appealed, visit HACs website or contact them at: PO Box 1030, Westfield Burwood NSW 2134 Free call: 1800 629 794 Phone: 02 8741 2555 Facsimile: 02 8741 2566Web: www.hac.nsw.gov.au. You can submit a complaint or provide feedback by using one of the following methods: Service NSW is committed to providing excellent customer service and every attempt is made to deal with complaints on the spot, however, if you would like to submit a complaint we would like to assure you that we will act in an open and honest manner, and within clear timeframes. The NSW Government eTendering website lists upcoming, current and closed business opportunities that have been provided by agencies. Alternatively, you can usethe FeedbackAssist widget(located to the right of the screen). To ensure Service NSW handles complaints fairly, efficiently and effectively, we adhere to the Service NSW Complaints Handling Policy. The Registrar of Community Housing is within the Ombudsmans jurisdiction. You can also complain to the AHO directly by contacting one of their offices or by visiting their website: unreasonable delay in taking action or making a decision, failure to contact you or reply to your correspondence, emails or phone calls, failure to adequately respond to a maintenance request, failure to comply with work orders, technical inspection orders or orders by the NSW Civil and Administrative Tribunal (NCAT), failure to comply with other undertakings, not providing reasons for a decision that affects you. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. serious and substantial waste of public money. What matters are out of the Registrar's scope? DCJ Housing supports the principles of a culturally and linguistically diverse society, and it will not tolerate harassment in the form of racism, homosexual or transgender vilification. Enquiries and complaints can be made by telephone or in writing. If you contact us by phone we will endeavour to transfer your call to the relevant agency, or provide you with that agency's contact details. We usually expect you to contact the agency with your complaint, before you make a complaint to us. We also support people with disability and Aboriginal peoples, and have information in easy English and other languages. Complaints and notifications are an important source of information and intelligence for the Registrar. If you work for the government (including local government) and your complaint is about serious wrongdoing in your workplace, see Making a public interest disclosure (whistleblowing). Our priority is to respond to complaints within 20 business days unless it involves a complex matter or requires specialist investigation. If your complaint is referred to another agency we will notify you of this transfer. The term social housing refers to accommodation services provided by government agencies, non-government community housing providers and government subsidised private rental. You can report fraud, misconduct or corruption through our feedback tab. For all tenant enquiries and complaints. The Registrar investigates all complaints about registered community housing providers to determine whether they are meeting their obligations under the National Regulatory Code. update contact details, including emergency contacts. If you are Aboriginal or Torres Strait Islander and wish to speak to an Aboriginal operator, just choose the relevant menu option (available Monday to Friday 9am 5pm). We value your feedback on how we have handled complaints and communicated the outcomes to you. If you disagree with a decision made by FACS, including a decision about eligibility for housing services, tenant entitlements or the reasonableness of a housing offer, you may be able to appeal the decision through the housing appeals process. NSW Department of Communities and Justice (DCJ), child protection and family support services, out-of-home care, including foster care, kinship care and intensive therapeutic care (ITC), Aboriginal Land Councils local Aboriginal land councils and the NSW Aboriginal Land Council. Housing NSW Head Office Locked Bag 4001 ASHFIELD BC NSW 1800 Phone: 1800 422 322 More information DCJ Housing offices are generally open from 9:00am to 5:00pm. It could be a government agency, community service provider or a private company. Common complaints include: feeling unsafe. Please don't include personal or financial information here, DCJ Complaints and Feedback Management Policy. If you work for the government (including local government), you can report serious wrongdoing in your workplace. Understand what housing help you may be eligible for, including social housing and private rental assistance. If this is the case, we will contact you to discuss the issue, before taking further action. We will treat your complaint confidentially and seek your permission before telling the agency that we have received a complaint from you. You can also ask them to give reasons for the delay. Social housing-related complaint Housing Contact Centre (client feedback option) 1800 422 322 launch (9.00am to 4.30pm Monday to Friday) feedback@facs.nsw.gov.au launch Post: Client Feedback Unit, Locked Bag 7150, Liverpool BC 1871. You can also complain to us directly if you dont feel safe making a complaint to the agency. We cannot determine liability, order payment of compensation or change a decision made by NCAT. You can either write (a letter oremail), telephone, or provide your feedback over the counter. If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. not knowing what support is available. For complaints aboutCorrective Services, pleasecontact Corrective Services. When can I expect a response to my complaint? We cannot handle complaints about your employment or employer. Find out how we can help you find or keep your housing, how to apply for private rental assistance or social housing. If a complaint is serious or complex, it may take longer. However please note that not all complaints will be suitable for mediation. Registrar of Community HousingPO Box 2236Burwood North NSW 2134, Information sheet for complainants PDF, 34.67 KB. make payments to accounts. It takes about 15 minutes. Informed by lessons of the past,Department of Communities and Justiceis improving how we work with Aboriginal people and communities. This function is given to the Registrar by section 10(1)(e) of the Community Housing Providers (Adoption of National Law) Act 2012 (NSW). completing an online feedback form at www.housing.nsw.gov.au. We listen and learn from the knowledge, strength and resilience of Stolen Generations Survivors, Aboriginal Elders and Aboriginal communities. . You need to give them a chance to sort out any problems first. Phone: (02) 8836 0000 [email protected] First Floor - Suite 4, 47-49 Wingewarra Street, Dubbo NSW 2830 Complaints. phone the Housing Contact Centre on 1800 422 322, 24 hours a day, seven days a week When reporting antisocial behaviour, it is important to include all relevant information. TheDCJ Complaints and Feedback Management Policyaims to: Housing Contact Centre(client feedback option). Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. If you are still not satisfied you may wish to contact: Chief Executive Officer, Service NSW Making a public interest disclosure (whistleblowing), Information in Easy Read and in other languages, Handling public interest disclosures (whistleblowing), PID responsibilities for public authorities, PIDs and the Government Information (Public Access) Act, Subscribe to the public interest disclosures newsletter, Automated decision-making in the public sector, Administrative Law and automated-decision making, Implementing automated decision-making systems, Managing unreasonable conduct by a complainant. Western Region. provide you with further explanation of a decision that has been made. If our response to your complaint is likely to be significantly delayed, we will let you know about the delay. Service providers can make contracting complaints to DCJ about DCJ or about the services or management practices of an organisation funded by DCJ. What if I am dissatisfied with the handling of my complaint? We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. It is a criminal offence for anyone to take any action against you for making a complaint to us. Complaints about an organisation funded by DCJ to provide services on its behalf, in relation to accessing a service, service delivery, or the organisations management practices can be made directly to the organisation in question, or to DCJ via theDCJ Your Feedbackwidget. *The NSW Ombudsman generally expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. Types of Complaints Investigated by FHEO. This may include specific times and dates of the antisocial behaviour incident (s), whether NSW Police were contacted and the individuals involved. See Advocacy and Legal Services below. E-mail: customersupport@jaggaer.com. To find out how to get in contact directly with someone from one of the justicedivisions of the Department of Communities andJusticecontact us. When examining your complaint, it may be necessary for us to seek information about your concerns from other staff members and other areas of the Department. However, if the matter is urgent you can call the Ombudsman first to talk about the best thing to do. Social housing Complaints about social housing Fact Sheet The term 'social housing' refers to accommodation services provided by government agencies, non-government community housing providers and government subsidised private rental. Direct a complaint about a DCJ funded contract to the relevant DCJ contract manager. Most DCJ offices are open Monday to Friday from 9am to 5pm. Just let us know: We cannot provide you with legal advice. You can call us to discuss your particular case. You can report any contracting matter or escalate a contracting complaint to the NSW Ombudsman. Community Housing Innovation Fund (CHIF) Find funding programs to help deliver social and affordable housing across NSW. Call: 02 9286 1000 Email: nswombo@ombo.nsw.gov.au Visit: www.ombo.nsw.gov.au Post: Level 24, 580 George Street, Sydney NSW 2000 Allegation of misconduct Contact the manager of your DCJ contract manager: We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. Level 24, 580 George Street how you would like us to help you provide feedback or make a complaint. please see our fact sheets in the top right of this webpage. Service NSW is committed to providing excellent customer service. They usually welcome you speaking up as it can help them to uncover a problem and improve their services. If we decide to make inquiries about your complaint we will contact FACS, the AHOor the LAHC to get further information about the issues you have raised. Registry of Births, Deaths and Marriages. commence a formal maladministration investigation into your complaint. The Registrars Guidelines for Managing Unreasonable Complainant Conduct may be enacted in these circumstances. In NSW, government-owned and managed social housing is provided by the Department of Family and You can seek legal advice about applying to NCAT for an order. Find out how to make a complaint about custodial services. The NSW Ombudsman is an independent integrity agency that holds NSW government agencies and certain non-government organisations accountable to the people of NSW. Generally, we cannot deal with complaints about community housing providers because they are usually not within our jurisdiction. These resources may help you when dealing with councils: For complaints about the general administrative conduct of councils, councillors and council staff, contact the Office of Local Government. If you are concerned about the manner in which DCJ has handled your personal or health information under thePrivacy and Personal Information Protection Act 1998(NSW) and or theHealth Records and Information Privacy Act 2002 (NSW), you may contact the Open Government, Information and Privacy Unit atprivacy@dcj.nsw.gov.auor alternatively by telephone on(02) 9716 2662. You can also complain to the AHO directly by contacting one of their offices or by visiting their . Call the Maintenance Line with any maintenance requests 24 hours, 7 days, all year round. tenants.org.au to find a service near you or call Law Access on 1300 888 529 for an appropriate referral. You can accessour apology to the Stolen Generations. We cannot handle complaints about financial services, including: Contact the Australian Financial Complaints Authority (AFCA). If you are deaf, or have a hearing impairment or speech impairment, contact us through theNational Relay Service. First Home Buyer Choice. 2-24 Rawson Place Sydney NSW 2000 nswbuy@treasury.nsw.gov.au 1800 679 289 (International +61 2 . This means that another, more senior staff member will look again at your complaint, and decide whether or not it was handled fairly and reasonable steps were taken to resolve the issue. Part 2: Staff strategies for responding to unreasonable conduct, Part 3: Communication and unreasonable conduct, Part 4: Management responsibilities and supporting staff, Part 5: Restricting and controlling access, Effective complaint management systems workshop, Managing unreasonable conduct by a complainant workshop, Public interest disclosures management training, Supporting young people to make complaints and advocate for systems change workshop, Child Death Review Team / Reviewable Deaths, Submissions to Parliamentary Committees and other bodies, Public Interest Disclosures Annual Reports / PID Steering Committee, Annual reports relating to former functions, Monitor operation of the Mandatory Disease Testing Act, Oversee public interest disclosures (whistleblowing), Email or post this page in social media sites, what information you need to support your complaint. Most complainants who come to our office act reasonably and responsibly in their interactions with us, even when they are experiencing high levels of distress, frustration and anger about their complaint. Information about NCATs power to resolve tenancy disputes relating to community housing is available here: NCAT - Social Housing. Please call us to discuss whether we can help resolve your complaint. Courts and tribunals are separate from Government. If you signed a contract of purchase between 11 November 2022 and 15 January 2023, you can claim a refund of the stamp duty paid through the Revenue NSW website until 30 June 2023. You can complain to FACS by: phoning: 1800 422 322 [press 2] emailing: feedback@facs.nsw.gov.au. What if I need assistance to provide feedback? Find out how we can help you find or keep your housing, how to apply for private rental assistance or social housing, understand your rights and responsibilities as a tenant or request help with a property and find out more about management transfers, Understand what housing help you may be eligible for and how to apply, including social housing and private rental assistance. We can help you make a complaint. Once yousubmit your complaint, we'll email you a copy of it. Contact us Includes general enquiries, crisis numbers, media, helplines and feedback. private universities for example, Australian Catholic University and University of Notre Dame. We assess each complaint we receive and decide whether to take action on a case by case basis. We will use your rating to help improve the site. If you disagree with a decision by a community housing provider you may be able to appeal to the HAC or NCAT. DCJ Housing will encourage tenants to sort out their own problems with other tenants between themselves or through mediation. How to contact DCJ Housing Last published 01 Jun 2020 You can contact us a number of ways: Visit our website at www.dcj.nsw.gov.au Phone 1800 422 322 Email feedback@facs.nsw.gov.au Visit your local DCJ office Write to us: Locked Bag 4001, Ashfield BC 1800 DCJ Housing website https://www.facs.nsw.gov.au/housing Our website has: Independent Commission Against Corruption (ICAC) (contact the, Law Enforcement Conduct Commission (contact the. If you are seeking any of these outcomes, you can seek legal advice. If the complaints are substantiated, tenants will be given the opportunity to change nuisance and annoying behaviour. For more information on theCommunity Services Enquiry, Feedback and Complaints Unit or how to make a complaint, please visit the Child protection complaint handling page. If possible, we will also give you an estimated timeframe for our response. What is your policy on complaints and feedback? Sometimes we suggest what we think should happen to resolve your complaint. While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. For more information on FaCS Housing NSW policies, see the Housing NSW website. Phone: 1800 422 322 (Housing Contact Centre) 1800 152 152 (Link2home Homelessness) TTY Phone: 133 677 More information Department of Communities and Justice - Housing ( DCJ Housing) provides a range of housing solutions for both the private rental market and Public Housing, Community Housing and Aboriginal Housing. You can ask someonesuch as a family member, friend, or community workerto help you or to submit the complaint form for you. If you have a complaint that is serious or complex, it is generally best to put it in writing. But, there are complaints we cannot help you with: for example, Centrelink (Services Australia), Australian Tax Office (ATO), electricity, gas, water and phone companies, and other private businesses. You can complain to us about community services for children and young people, such as: out-of-home care, including foster care, kinship care and intensive therapeutic care (ITC) leaving care and aftercare. For all other complaints, please see the following information. Lodge the Complaint Form to our Complaints Officer via email at complimentsandcomplaints@homeinplace.org or with your Tenancy Relations Officer. Anonymous complaints will be registered and referred to the relevant area for review. All reports are treated seriously and managed in the strictest confidence. Alternatively, you can contact your local DCJ Housing office launch. If a complainant wishes to remain confidential or anonymous this request will be respected and the complaint investigated to the full extent possible, however the complainant will be advised that a confidential or completely anonymous complaint could at times inhibit the effective investigation of their complaint. For a step-by-step guide to making a complaint, see How . If you live in public housing and you need to request maintenance, or report a problem, you can call the Housing Contact Centre Maintenance Line on1800 422 322. Making a complaint is free. An online form is available where the provider is registered under the NRSCH. A community housing organisation, housing association or housing provider: you need to contact them directly. We can also handle complaints about water services provided by local councils. The law requires us to protect your personal information, and not to disclose it to another person or body except in certain circumstances. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Family & Community Services, Update your circumstances on an approved application. The Registrar has a staff member designated for receiving and documenting all information, enquiries and complaints received, Information, enquiries and complaints can be provided verbally or in writing, Verbal complaints are written down by the staff member taking them, Written complaints are responded to as soon as possible, Complainants may get an advocate to help them when making a complaint, All complaints about community housing providers made to the Registrar's office are assessed and actioned accordingly, If the information or complaint falls outside the Registrar's jurisdiction, an appropriate referral will be made. The Police Assistance Line will give you an event number for your report, make sure you write this down. Enquiries and complaints can be made by telephone or in writing. Appeals. If you are not happy with their response, find out how to lodge a complaint with the Housing Registrar on their website. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Rights and responsibilities. For your convenience, telephones with a direct link to the Maintenance Line are available in the lobby of all local offices to use during business hours. We cannot handle complaints about legal services or courts. Family & Community Services on facebook opens in new window, Family & Community Services on twitter opens in new window, Family & Community Services on youtube opens in new window, Family & Community Services on linkedin opens in new window, IPART review of social and affordable housing rent models, Centralised Gas Hot Water Service Reimbursement Scheme Fact Sheet, Education and training initiatives for social housing clients, Priority housing: child protection caseworker factsheet, Rentstart: information for landlords and agents, Why you should not leave the Rent Deduction Scheme, Keeping your home cool in summer factsheet, Priority Housing for Stolen Generations Survivors, Priority Housing for clients who have experienced institutional child sexual abuse, Fire & Rescue NSW: fire safety in high rise buildings, Fire & Rescue NSW: home fire safety checklist, Fire & Rescue NSW: home fire escape plan checklist, Write to us: Locked Bag 4001, Ashfield BC 1800, Instructions about how to give us your feedback.

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