For information please see the During a Tenancy Policy. 1800 422 322 Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. Alternatively you may wish towrite to the relevant Minister. We can also handle complaints about water services provided by local councils. 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. Call the Maintenance Line with any maintenance requests 24 hours, 7 days, all year round. *The NSW Ombudsman generally expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. You can find the Review of Decisions form and the Appeals and reviewing decisions fact sheet on the website: www.housing.nsw.gov.au. 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. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Rights and responsibilities. Contact the NDIS Quality and Safeguards Commission. However, we can look at how the Registrar of Community Housing deals with complaints about community housing providers. Make sure you have a pen ready to write down the job reference number for your maintenance request. If you are complaining about service delivery provided by an LAHC contractor, you should first phone the maintenance line on 1800 422 322 [press 1] before complaining to FACS to see if the contractor can sort out the problem. Types of Complaints Investigated by FHEO. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Housing and homelessness. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. We also cannot handle complaints about private health services and providers. not telling you the outcome of your complaint. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. For complaints aboutCorrective Services, pleasecontact Corrective Services. Here youll find helpful information on becoming a DCJ Housing tenant and how to maintain your tenancy. What is your policy on complaints and feedback? Closed COVID-19 support programs statistics. If you are in Australia please call: 02 8074 8627. If you are concerned that this could happen, please let us know. private correctional centres for example, Junee, Parklea and Clarence. Independent Commission Against Corruption (ICAC), making a public interest disclosure (whistleblowing), make a complaint about custodial services, Australian Financial Complaints Authority, Office of the Legal Services Commissioner, Email or post this page in social media sites, dishonest, unfair or unreasonable behaviour, Department of Education (including public schools). Read more aboutwhat we do with your complaint. What matters are out of the Registrar's scope? To make acomplaint or provide feedback on any other matter relating to DCJ, please submit your feedback using the Your Feedback widget on this page. To ensure Service NSW handles complaints fairly, efficiently and effectively, we adhere to the Service NSW Complaints Handling Policy. seek further evidence from you or the organisation about what has happened. Email:AssistedBoardingHouses@facs.nsw.gov.au. You can seek legal advice about applying to NCAT for an order. For all other complaints, please see the following information. If you are seeking any of these outcomes, you can seek legal advice. Contact the Law Enforcement Conduct Commission. 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. We value your feedback on how we have handled complaints and communicated the outcomes to you. All parties must ensure that information is restricted to those who genuinely need to know. Public housing Feedback and complaints about public housing Feedback and complaints about public housing Give feedback or make a complaint about public housing using the options below. If you disagree with a decision by a community housing provider you may be able to appeal to the HAC or NCAT. please see our fact sheets in the top right of this webpage. Refer to our FAQ sheet, Complaints about other public sector agencies for information about the role of the NSW Ombudsman, information about the complaint handling process and how to make a complaint online. If you are outside of Australia, please click here for overseas phone numbers. Having trouble with unlawful development activity? Find out how to make a complaint about custodial services. The Attorney General and this Department do not have the power to investigate the conduct of judicial officers, such as judges and magistrates. Registrar of Community Housing Locked Bag 4001 Ashfield BC 1800 Our email is registrar@facs.nsw.gov.au Our telephone number is 1800 330 940 How we handle complaints and enquiries 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. . serious and substantial waste of public money. When you're ready, make your complaint online. The NSW Government eTendering website lists upcoming, current and closed business opportunities that have been provided by agencies. not knowing what support is available. However in a very small number of cases some complainants behave in ways that are inappropriate and unacceptable despite our best efforts to help them. TheDCJ Complaints and Feedback Management Policyaims to: Housing Contact Centre(client feedback option). 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. Argiri Alisandratos, acting associate secretary of the Department of Families, Fairness and Housing, says he wants the child protections system to be led by Indigenous organisations: child protection services. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. DCJ Housing will encourage tenants to sort out their own problems with other tenants between themselves or through mediation. Information for multicultural families and communities, Deliver services to children and families, Repairs, modifications and maintenance to a property, Toggle sub navigation menu for Repairs, modifications and maintenance to a property. They're also able to make decisions on the spot about what needs to be done. If you don't get a reply within the time promised by the agency, contact them again to make sure they received your complaint and are going to respond. Housing and homelessness launch. You can call us for advice about whether your issue is something we can help with. See Appealing a decision by FACS below. We cannot handle complaints about legal services or courts. The Department's commitment to effective complaints and feedback handling is documented in ourManaging Complaints and Feedback Policy (PDF, 341kb). We review the information you give us and decide what action to take. 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. Justice Health and Forensic Mental Health Network. Tenants will be referred to Community Justice Centres for assistance when required. This function is given to the Registrar by section 10(1)(e) of the Community Housing Providers (Adoption of National Law) Act 2012 (NSW). Level 24, 580 George Street We'll contact you within 2 weeks to give you an update on your complaint. You can complain to FACS by: phoning: 1800 422 322 [press 2] emailing: feedback@facs.nsw.gov.au. Please call the Police Assistance Line first to report vandalism before calling the Maintenance Line. The NSW Ombudsman aims to improve the way public and community services are managed by working with state and local government agencies, and some child and family service providers. 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. If you're not happy with our decision or the way we handled your complaint, seeComplaints about the NSW Ombudsman. Alternatively, you can contact your localCommunity Services Centreto make a complaint. The Housing Appeals Committee only deals with appeals about property modifications relating to disability and special needs - Appealable Issues. What can I expect to achieve from making a complaint? You can ask someonesuch as a family member, friend, or community workerto help you or to submit the complaint form for you. There are some services we cannot help you with for example, Centrelink, banks and legal services. The Registrar does not have power to resolve disputes between individual tenants and their providers, such as disputes involving: These types of disputes are usually dealt with by the NSW Civil and Administrative Tribunal (NCAT). For further information. The grounds for complaint we can consider relate to: prioritising delayed actions or decisions. You can also ask them to give reasons for the delay. If you have a disability, or if you do not understand English well, we can assist you with providing feedback or making a complaint. Toll free: 1800 451 524 (Australia wide) We cannot handle complaints about the NSW Police Force or a member of the NSW Police Force. You can either write (a letter oremail), telephone, or provide your feedback over the counter. If you want us to handle your complaint confidentially within the Department, please let us know. If you are not happy with their response, find out how to lodge a complaint with the Housing Registrar on their website. We give free, confidential language services to clients who may needhousing information or help. 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). Alternatively, you can contact your local DCJ Housing office launch. If this is the case, we will contact you to discuss the issue, before taking further action. We can help you make a complaint. This may include specific times and dates of the antisocial behaviour incident (s), whether NSW Police were contacted and the individuals involved. A range of private rental assistance products and services available to help clients. Your report is confidential and we treat it seriously. If this is the case, we will contact you to discuss the issue, before taking further action. This means you can complain to us about the Registrars administrative conduct, including the way the Registrar has handled your complaint about a community housing provider. 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. You can also help another person to make a complaint. writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. 1. We cannot handle complaints about financial services, including: Contact the Australian Financial Complaints Authority (AFCA). The Police Assistance Line will give you an event number for your report, make sure you write this down. We also support people with disability and Aboriginal peoples, and have information in easy English and other languages. For more information, you canvisit the Justice Legal website or theInformation and Privacy Commission website. An appeal can be made if you feel we have not followed . Alternatively, consult the Funded Contract Management Framework page, Issues and complaints tab, for other ways to make a contracting complaint. In NSW, government-owned and managed social housing is provided by the Department of Family and Community Services (FACS), including the Aboriginal Housing Office (AHO). They should have a complaint process for you to follow. If a complaint is serious or complex, it may take longer. refuges for women, children, men and families. We cannot deal with complaints about community housing providers unless the complaint is about a maintenance service provided by an LAHC contractor or the provider is a Specialist Homelessness Service (SHS) that assists people who are homeless or at risk of homelessness. We can support people with disability and Aboriginal peoples, and have information in easy English and other languages, see Information in other languages. 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. However, if the matter is urgent you can call the Ombudsman first to talk about the best thing to do. Complainants who remain anonymous are not afforded feedback regarding the outcome of the investigation into the matter raised. Alternatively, you can ask the NSW Ombudsman to review your complaint. For all other service providers, including Energy Australia, AGL and Origin, contact the Energy and Water Ombudsman NSW. If you make a complaint to us and we can't handle your complaint, we'll tell you who can help. Sometimes we suggest what we think should happen to resolve your complaint. . We will treat your complaint confidentially and seek your permission before telling the agency that we have received a complaint from you. We can handle complaints about NSW public health services and providers, including: However, we cannot handle a complaint if it is about clinical and medical care. If you'd like to apply for social housing in NSW, or are an existing social housing resident with a question or concern, please visit the Department of Communities and Justice Tenancy Hub. We handle complaints about most NSW government agencies, local councils, as well as some community services for children, young people and families. When can I expect a response to my complaint? Community Housing Innovation Fund (CHIF) Find funding programs to help deliver social and affordable housing across NSW. Registrar of Community HousingPO Box 2236Burwood North NSW 2134, Information sheet for complainants PDF, 34.67 KB. make payments to accounts. What if I am dissatisfied with the handling of my complaint? Your rating will help us improve the website. If the issue is between residents, owners, or the owner corporation, there are four general steps to resolving it: Talk about it Speak to the owners corporation Use Fair Trading's mediation service Go to the NSW Civil and Administrative Tribunal. For a list of offices and contact numbers go to www.housing. Aboriginal people can apply for housing and access work and study opportunities, Learn about your rights and responsibilities as a tenant and request help with your home or tenancy or find out more about management transfers in some areas, Forms to apply for housing assistance, apply for private rental assistance or manage your tenancy with DCJ, Factsheets about applications, eligibility for housing assistance and tenancy matters, Policies about applying for housing assistance, including private rental assistance, and for social housing tenants, We're changing the way social housing is delivered and how we respond to homelessness in NSW, Resources for affordable housing, community housing and specialist homelessness service providers. Phone: (02) 8836 0000 [email protected] First Floor - Suite 4, 47-49 Wingewarra Street, Dubbo NSW 2830 Complaints. 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. Your rating will help us improve the website. How will you protect the privacy or confidentiality of my complaint? We can only handle complaints about Sydney Water and WaterNSW. In these instances you will be kept updated on the progress of your complaint. You can find the address on our website. Common complaints include: feeling unsafe. 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, Centralised Gas Hot Water System Reimbursement Scheme, Modifications for people with disabilities or the elderly, Occupational therapist assessment overview, Requesting maintenance and reporting problems, Swimming pools in public housing properties. 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. Our website uses an automatic service to translate our content into different languages. Understand what housing help you may be eligible for, including social housing and private rental assistance. A community housing organisation, housing association or housing provider: you need to contact them directly. NSW Ombudsman* If a complaint is within the Registrar's jurisdiction: the staff member will attempt to resolve the issue at the initial point of contact, where a complaint cannot be resolved at the initial point of contact, a plan to investigate the complaint will be formulated and the Registrar will notify the community housing provider involved and seek a response, the Registrar's office will analyse the community housing provider's response and any evidence that has been received in relation to the complaint to determine if the community housing provider has met its legislative responsibilities, All complaints are investigated and handled in an objective manner, using procedural fairness and the principles of natural justice, All staff involved in complaints management treat all information as confidential to the extent possible given the need to investigate the matter. You can call us to discuss your particular case. Enquiries and complaints can be made by telephone or in writing. You can also help another person to make a complaint. Call 1300 652 488 to arrange a translator to speak in the language you need. 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. While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. The term social housing refers to accommodation services provided by government agencies, non-government community housing providers and government subsidised private rental. We cannot determine liability, order payment of compensation or change a decision made by NCAT. Resources for organisations delivering assistance with housing, supporting children and families and addressing domestic and family violence. east. We usually expect you to contact the agency with your complaint, before you make a complaint to us. If the tenancy is under the management of a community housing provider then that organisation is the landlord and your contact for any complaint. We can handle complaints about most NSW government agencies, including: Housing; Service NSW; Transport for NSW; Land and Housing Corporation; Revenue NSW; NSW Trustee and Guardian; Fair Trading; Department of Education (including public schools) Registry of Births, Deaths and Marriages. commence a formal maladministration investigation into your complaint. You can also call FACS or go to your local office for assistance. However Registry staff cannot give you legal advice or recommend what action you should take. Our priority is to respond to complaints within 20 business days unless it involves a complex matter or requires specialist investigation. This includes tenants, tenant advocates, and people who work with providers. Updated on 22/03/2022. E-mail: customersupport@jaggaer.com. First Home Buyer Choice. Just let us know: We cannot provide you with legal advice. When you're ready, make your complaint online. Generally, we will provide an acknowledgement to your feedback within 3 business days and aresponse to your complaint within 21 business days of receipt. Enquiries and complaints can be made by telephone or in writing. If you're an eligible first home buyer, you have the choice to pay an annual property tax instead of stamp duty. State of New South Wales, February 2018This publication is released under a Creative Commons license CC BY 4.0. Having trouble with your rates and charges? It takes about 15 minutes. If you are still not satisfied you may wish to contact: Chief Executive Officer, Service NSW Forcomplaints aboutYouth Justice,please see theYouth Justice complaints process. universities based in other states or countries for example, University of Tasmania. We will give you reasons for our decisions. You should contact the NSW police if you are experiencing serious problems with a tenants behaviour. They usually welcome you speaking up as it can help them to uncover a problem and improve their services. 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. . 1800 000 164(9am to 4.30pm Monday to Friday)complaints@facs.nsw.gov.auPost:Reply Paid 63437, Complaints Unit, Locked Bag 4028, Ashfield NSW 2131. National Relay Service 133 677Telephone Interpreter Service (TIS): 131 450We can arrange an interpreter through TIS or you can contact TIS yourself before speaking to us. Your rating will help us improve the website. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. The law requires us to protect your personal information, and not to disclose it to another person or body except in certain circumstances. Alternatively, you can contact your localDCJ Housing office. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. tenants.org.au to find a service near you or call Law Access on 1300 888 529 for an appropriate referral. 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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