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. HUD also provides a Spanish language version of the online housing complaint form. Sometimes we suggest what we think should happen to resolve your complaint. private universities for example, Australian Catholic University and University of Notre Dame. We'll also ask you to upload documents to support your complaint. We handle complaints about most NSW government agencies, local councils, as well as some community services for children, young people and families. Please call 1800 422 322 and press 2 (24 hours/day, 7 days/week, 365 days/year). We cannot handle complaints about phone and internet companies for example, Telstra, Vodafone and Optus. guide the standard of behaviour for DCJ employees who are managing complaints. Phone:02 9716 3025and ask for an Assisted Boarding House Compliance Officer. You should briefly state your concern, and tell us what happened. promise to improve our policies, procedures or systems. You should contact the NSW police if you are experiencing serious problems with a tenants behaviour. Only in the most serious cases will FACS consider applying to the NCAT to evict a tenant. Make your complaint online. Updated on 22/03/2022. The NSW Ombudsman is an independent integrity agency that holds NSW government agencies and certain non-government organisations accountable to the people of NSW. what happens after you've made a complaint. If the complaints are substantiated, tenants will be given the opportunity to change nuisance and annoying behaviour. This includes tenants, tenant advocates, and people who work with providers. We value all feedback, because it helps us improve our services. if you would like your complaint to be handled confidentially. 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. A range of private rental assistance products and services available to help clients. Read more aboutwhat we do with your complaint. We cannot determine liability, order payment of compensation or change a decision made by NCAT. Please don't include personal or financial information here, DCJ Complaints and Feedback Management Policy. We can only handle complaints about Sydney Water and WaterNSW. You can find the Review of Decisions form and the Appeals and reviewing decisions fact sheet on the website: www.housing.nsw.gov.au. If you require assistance with registering on Procurement Central, you may contact the Customer Support via below methods. This function is given to the Registrar by section 10(1)(e) of the Community Housing Providers (Adoption of National Law) Act 2012 (NSW). 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. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. Your rating will help us improve the website. Contact the Law Enforcement Conduct Commission. If this is the case, we will contact you to discuss the issue, before taking further action. Phone: (02) 8836 0000 [email protected] First Floor - Suite 4, 47-49 Wingewarra Street, Dubbo NSW 2830 Complaints. For complaints aboutCorrective Services, pleasecontact Corrective Services. 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. TheDCJ Complaints and Feedback Management Policyaims to: Housing Contact Centre(client feedback option). 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. The Judicial Commission of NSW receives complaints about judicial officers. Our customer complaints process explains how we manage feedback. See our Accessibility page for further information. An online form is available where the provider is registered under the NRSCH. 2-24 Rawson Place Sydney NSW 2000 nswbuy@treasury.nsw.gov.au 1800 679 289 (International +61 2 . update contact details, including emergency contacts. We listen and learn from the knowledge, strength and resilience of Stolen Generations Survivors, Aboriginal Elders and Aboriginal communities. For information please see the During a Tenancy Policy. More information is available on the Commission's website atwww.judcom.nsw.gov.au. For general enquiries, call DCJ Housing Contact Centre on 1800 422 322. Contact theHealth Care Complaints Commissioner. This may include specific times and dates of the antisocial behaviour incident (s), whether NSW Police were contacted and the individuals involved. You can submit an appeal using the online appeal form located on the HAC website. The Registrar's office can only investigate complaints about community housing providers that are registered under the NRSCH or the NSW Local Scheme. If you have a complaint that is serious or complex, it is generally best to put it in writing. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Housing and homelessness. 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. If you are outside of Australia, please click here for overseas phone numbers. For a step-by-step guide to making a complaint, see How . If there is a more appropriate way for you to resolve your complaint we may expect you to take the action we suggest. Select a department Select an agency. However, your complaint about a decision might include a matter that we can assist you with. 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. 1800 422 322 Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. Western Region. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Rights and responsibilities. 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. You can check if a provider is registered by searching the NRSCH National Provider Register or the NSW Local Scheme Provider Register. 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. We will need all the evidence you have to assess your complaint. 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. Call 1300 652 488 to arrange a translator to speak in the language you need. We'll contact you within 2 weeks to give you an update on your complaint. You can also help another person to make a complaint. Talk about it Most issues can be resolved by talking it out with the other party. You can report fraud, misconduct or corruption through our feedback tab. Your report is confidential and we treat it seriously. We cannot handle complaints about child support. If you remain dissatisfied, you can appeal to the Housing Appeals Committee (HAC). Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. 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. 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. how you would like us to help you provide feedback or make a complaint. 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. 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. This is dealt with under Residential Tenancies Legislation by the NSW Civil and Administrative Tribunal (NCAT) formerly known as CTTT. The Department of Communities and Justice works with children, adults, families and communities to improve lives and help people realise their potential. Contact the: We can handle employment complaints relating to public interest disclosures. Service providers can make contracting complaints to DCJ about DCJ or about the services or management practices of an organisation funded by DCJ. For a step-by-step guide to making a complaint, seeHow to make a complaint. not telling you the outcome of your complaint. Submitting a complaint You can submit a complaint or provide feedback by using one of the following methods: Via the online feedback form Email info@service.nsw.gov.au Phone 13 77 88 In person at any Service NSW Service Centre Write to: Customer Resolution Coordinator GPO Box 7057 Sydney NSW 2001 Complaints about our services Our website provides a full list of our local DCJ office address and phone numbers under Contact Us. 1800 422 322(9.00am to 4.30pm Monday to Friday)feedback@facs.nsw.gov.auPost:Client Feedback Unit, Locked Bag 7150, Liverpool BC 1871. Level 24, 580 George Street If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. Housing and homelessness launch. You will be asked to provide details of the damage and when it happened. We can support people with disability and Aboriginal peoples, and have information in easy English and other languages, see Information in other languages. Generally, we will provide an acknowledgement to your feedback within 3 business days and aresponse to your complaint within 21 business days of receipt. This includes: Read more about complaints about community services. We also cannot handle complaints about private health services and providers. You can ask someonesuch as a family member, friend, or community workerto help you or to submit the complaint form for you. If you are seeking any of these outcomes, you can seek legal advice. If possible, we will also give you an estimated timeframe for our response. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. You will need to give the event number to Maintenance Line staff when you call to request a repair. If there is, we may suggest changes to policies or procedures. You can also call FACS or go to your local office for assistance. For a list of offices and contact numbers go to www.housing. We also have advice if you are having a problem with a neighbour. 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. What if I am dissatisfied with the handling of my complaint? Our priority is to respond to complaints within 20 business days unless it involves a complex matter or requires specialist investigation. These types of complaints are called public interest disclosures and include: You can report serious wrongdoing to the person responsible for dealing with public interest disclosures in your agency. 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. 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). If the agency doesn't respond when you contact them, or you're not happy with their response, the next step is to find the right ombudsman or other external complaints body to complain to. However we can get information from these authorities that may better explain the decision for you. Keep a copy of emails or letters between you and the agency. Here youll find helpful information on becoming a DCJ Housing tenant and how to maintain your tenancy. This page tells you about the role of the NSW Ombudsman in handling social housing complaints. If you have a disability, or if you do not understand English well, we can assist you with providing feedback or making a complaint. Monitoring Community Services We promote and protect the rights and best interests of people using community services in NSW. 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. Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. These translations should be used as a guide only. An appeal can be made if you feel we have not followed . 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. Registrar of Community HousingPO Box 2236Burwood North NSW 2134, Information sheet for complainants PDF, 34.67 KB. DCJ Housing will encourage tenants to sort out their own problems with other tenants between themselves or through mediation. U.S. Department of Housing and Urban Development 451 7th Street, S.W., Washington, DC 20410 T: 202-708-1112 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. Complaints about community housing providers should be made directly to the provider. The Police Assistance Line will give you an event number for your report, make sure you write this down. The Registrar of Community Housing is within the Ombudsmans jurisdiction. You can also ask them to give reasons for the delay. 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. nsw.gov.au or ring 1300 HOUSING (1300 468 746). For further information. Toll free: 1800 451 524 (Australia wide) When you're ready, make your complaint online. Alternatively, you can contact your local DCJ Housing office launch. See Advocacy and Legal Services below. 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. Part 1: What is unreasonable conduct by a complainant? universities based in other states or countries for example, University of Tasmania. You may also consider seeking a referral of your complaint to mediation. Contact us Includes general enquiries, crisis numbers, media, helplines and feedback. 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We canhelp you make a complaint. Service NSW is committed to providing excellent customer service. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. You should firstly contact the staff member you were dealing with, or the staff member's supervisor. The following list of links that will help you find the right place to make a complaint. We handle complaints about most NSW government departments and agencies, local councils in NSW and community service providers. For all tenant enquiries and complaints. Types of Complaints Investigated by FHEO. We can handle complaints about homelessness services run or funded by the government, such as: People with a disability receiving services from NSW government agencies can complain to us about those agencies. You will need their permission to do this. Open all What can you give feedback or complain about Antisocial behaviour complaints Other complaints Positive feedback Last updated: 22 September 2020 To help us assess a complaint, we generally require you to provide some evidence to support your complaint. Alternatively, you can usethe FeedbackAssist widget(located to the right of the screen). 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). Enquiries and complaints can be made by telephone or in writing. You may wish to contact the Assisted Boarding Houses Team to provide comments, enquiries, complaints or feedback. Alternatively, you can contact your localDCJ Housing office. There are some services we cannot help you with for example, Centrelink, banks and legal services. Contact the Telecommunications Industry Ombudsman. 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 cannot handle complaints about the NSW Police Force or a member of the NSW Police Force. 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), Public interest disclosures (whistleblowing), Children, young people and family services. We usually expect you to contact the agency with your complaint, before you make a complaint to us. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. 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: 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. . private correctional centres for example, Junee, Parklea and Clarence. Once yousubmit your complaint, we'll email you a copy of it. Common complaints include: feeling unsafe. HAC is independent and can review FACSs decisions and recommend changes. If you have a complaint about the administration of a NSW public sector agency, you cancontact the NSW Ombudsman. FACS can only take action against a tenant if there is good evidence their behaviour may be in breach of their residential tenancy agreement. An online form is available where the provider is registered under the NRSCH. You can choose to remain anonymous when you submit a complaint. . 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. writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. If you are not happy with their response, find out how to lodge a complaint with the Housing Registrar on their website. If FACS or the AHO has not complied with its obligations to carry out maintenance, NCAT can order it to do so. We cannot handle complaints about services managed by federal government agencies, including: We can handle most complaints about local councils in NSW. They usually welcome you speaking up as it can help them to uncover a problem and improve their services. 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. However, it will be harder for us to assess and resolve your complaint if we dont know who you are. We value your feedback on how we have handled complaints and communicated the outcomes to you. Registry staff in courts and tribunals can explain appeal procedures. 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). The Attorney General and this Department do not have the power to investigate the conduct of judicial officers, such as judges and magistrates. Part 1: What is unreasonable conduct by a complainant? Anonymous complaints are only investigated in special circumstances. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. A community housing organisation, housing association or housing provider: you need to contact them directly. Your feedback is important to us, whether you have a complaint, a suggestion or a compliment. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. This gives the agency a chance to fix the problem. Tenancy Hub Welcome to the DCJ Housing Tenancy Hub. We generally expect you to complain to FACS if you have an issue with a service provided by FACS, AHO, or an LAHC contractor, before complaining to us. If you are being held in custody, and want to make a complaint about Youth Justice or Corrective Services, see Complaints about custodial services. Just let us know: We cannot provide you with legal advice. 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: We can look at some maintenance complaints but we rarely intervene in decisions about maintenance because these decisions are largely based on technical or legal considerations. 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. If you need help contacting the agency, see Get help making a complaint. Lodge the Complaint Form to our Complaints Officer via email at complimentsandcomplaints@homeinplace.org or with your Tenancy Relations Officer. You first need to appeal to FACS. We promote awareness and understanding of the PID Act. We will endeavour to respond to queries at the point of escalation and preferably within 72 hours. 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. refuges for women, children, men and families. In these instances you will be kept updated on the progress of your complaint.
