If you are seeking any of these outcomes, you can seek legal advice. Housing and homelessness - Communities and Justice Western Region. The Police Assistance Line will give you an event number for your report, make sure you write this down. Types of Complaints Investigated by FHEO. We canhelp you make a complaint. For a step-by-step guide to making a complaint, seeHow to make a complaint. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. File a Complaint - Main Page | HUD.gov / U.S. Department of Housing and It takes about 15 minutes. Alternatively, consult the Funded Contract Management Framework page, Issues and complaints tab, for other ways to make a contracting complaint. *The NSW Ombudsman generally expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. 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. TheDCJ Complaints and Feedback Management Policyaims to: Housing Contact Centre(client feedback option). The Department of Communities and Justice works with children, adults, families and communities to improve lives and help people realise their potential. Complaints & Appeals - Housing Trust Feedback and complaints about public housing | NT.GOV.AU When you're ready, make your complaint online. 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. Contact the NSW Education Standards Authority (NESA). They usually welcome you speaking up as it can help them to uncover a problem and improve their services. You should firstly contact the staff member you were dealing with, or the staff member's supervisor. You can submit an appeal using the online appeal form located on the HAC website. You can also call FACS or go to your local office for assistance. 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. Service providers can make contracting complaints to DCJ about DCJ or about the services or management practices of an organisation funded by DCJ. For complaints about private health insurance, contact the Commonwealth Ombudsman. We'll also ask you to upload documents to support your complaint. 1. 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. If you require assistance with registering on Procurement Central, you may contact the Customer Support via below methods. Our priority is to respond to complaints within 20 business days unless it involves a complex matter or requires specialist investigation. You may also consider seeking a referral of your complaint to mediation. All reports are treated seriously and managed in the strictest confidence. See Advocacy and Legal Services below. We will need all the evidence you have to assess your complaint. Please don't include personal or financial information here, DCJ Complaints and Feedback Management Policy. However, it will be harder for us to assess and resolve your complaint if we dont know who you are. You can find descriptions of your fair housing rights in several languages other than English here. If you are being held in custody, and want to make a complaint about Youth Justice or Corrective Services, see Complaints about custodial services. For example, if you want to make a complaint about public housing, contact the Department of Communities and Justice (Housing NSW). However, we may be able to help you if an LAHC contractor maintains the property you are renting or the provider is a Specialist Homelessness Service (SHS). Call 1300 652 488 to arrange a translator to speak in the language you need. You will need to give as many details as possible about the problem that needs repairing when you call. For complaints about alleged corrupt conduct of councillors or council staff, contact the Independent Commission Against Corruption (ICAC). Resources for organisations delivering assistance with housing, supporting children and families and addressing domestic and family violence. Contact us | NSW Land and Housing Corporation You first need to appeal to FACS. To enquire about accommodation, please contact Housing NSW on 1800 422 322. 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: not telling you the outcome of your complaint. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. DCJ Housing will investigate complaints against tenants where there is an alleged breach of the tenancy agreement. Contact us Includes general enquiries, crisis numbers, media, helplines and feedback. 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 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. 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 can find the Review of Decisions form and the Appeals and reviewing decisions fact sheet on the website: www.housing.nsw.gov.au. An online form is available where the provider is registered under the NRSCH. We assess each complaint we receive and decide whether to take action on a case by case basis. The term social housing refers to accommodation services provided by government agencies, non-government community housing providers and government subsidised private rental. One thing we consider when assessing your complaint is whether there is an alternative and satisfactory means of resolving it. 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. about your disability, or what is your preferred language, and. If you make a complaint to us and we can't handle your complaint, we'll tell you who can help. You can still access up-to-date, reliable information on the existing Department of Justice websites. You can complain to us about the administrative action or inaction of FACS in providing public housing and subsidised private rental, or the service provided by LAHC contractors. This may include specific times and dates of the antisocial behaviour incident (s), whether NSW Police were contacted and the individuals involved. 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. Aboriginal initiatives under OCHRE such as: homelessness services for young people and adults. Any complaint we receive regarding another government agency will either be forwarded to that agency for their action and response or resolved directly by Service NSW. a preset menu that will direct your enquiry to the service you need including. 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. 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. When you're ready, make your complaint online. What if I am dissatisfied with the handling of my complaint? Our website provides a full list of our local DCJ office address and phone numbers under Contact Us. Feedback and complaints | Housing.vic.gov.au Sometimes we suggest what we think should happen to resolve your complaint. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. Select a department Select an agency. The Registrar's office can only investigate complaints about community housing providers that are registered under the NRSCH or the NSW Local Scheme. Customer complaints | Service NSW Visit their website or call them to find out how to complain to them. Housing Offices (DCJ Housing) | Service NSW The Ombudsman does not have power to make binding and enforceable decisions. You can ask someonesuch as a family member, friend, or community workerto help you or to submit the complaint form for you. 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 If you are still not satisfied you may wish to contact: Chief Executive Officer, Service NSW All parties must ensure that information is restricted to those who genuinely need to know. Complaints about social housing factsheet - opengov.nsw.gov.au For more information, you canvisit the Justice Legal website or theInformation and Privacy Commission website. Complaints about social housing - NSW Ombudsman 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 will be asked to provide details of the damage and when it happened. 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. 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. Search for Find DCJ Housing Offices at: www.dcj.nsw.gov.au. You can report fraud, misconduct or corruption through our feedback tab. You can also help another person to make a complaint. Complaints and notifications are an important source of information and intelligence for the Registrar. 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. 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. For all other complaints, please see the following information. Contact the Commonwealth Ombudsman. 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. We value your feedback on how we have handled complaints and communicated the outcomes to you. Contact the: We can handle employment complaints relating to public interest disclosures. A contractor will contact you to make an appointment for an inspection and/or repair to take place. You may need to show this to us if your complaint is not resolved. It is a criminal offence for anyone to take any action against you for making a complaint to us. Sydney NSW 2000 We can only handle complaints about Sydney Water and WaterNSW. private correctional centres for example, Junee, Parklea and Clarence. If we can handle your complaint, continue to Step 3. Find out how to make a complaint about custodial services. We value all feedback, because it helps us improve our services. Contact us - Communities and Justice If you are not satisfied with our response, please advise us and we will organise to carry out an internal review. How to make a complaint - NSW Ombudsman However, if you find it hard to work out how you can make a complaint to the agency, you can contact us and we will help you - see Get help making a complaint. Find out how we can help you find or keep your housing, how to apply for private rental assistance or social housing. Generally, we cannot deal with complaints about community housing providers because they are usually not within our jurisdiction. Feedback and complaints - Communities and Justice Housing and homelessness launch. 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. Examples of matters the Housing Appeals Committee handles include: Information about making an appeal to the Housing Appeals Committee is available here: Housing Appeals Committee. Registry of Births, Deaths and Marriages. Generally, we will provide an acknowledgement to your feedback within 3 business days and aresponse to your complaint within 21 business days of receipt. We cannot handle complaints about services managed by federal government agencies, including: We can handle most complaints about local councils in NSW. Please ring the Maintenance Line back if the problem gets worse or you have not had a response to the request in the agreed timeframe. We can handle complaints about community services run or funded by the government. An online form is available where the provider is registered under the NRSCH. This policy applies to all Service NSW employees receiving or managing complaints from the public made to or about us, regarding our services, employees and complaint handling. 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're not happy with our decision or the way we handled your complaint, seeComplaints about the NSW Ombudsman. More information is available on the Commission's website atwww.judcom.nsw.gov.au. If you have a complaint about the administration of a NSW public sector agency, you cancontact the NSW Ombudsman. The Registrar of Community Housing is within the Ombudsmans jurisdiction. We cannot handle complaints about the NSW Police Force or a member of the NSW Police Force. Only in the most serious cases will FACS consider applying to the NCAT to evict a tenant. You should contact the NSW police if you are experiencing serious problems with a tenants behaviour. HUD also provides a Spanish language version of the online housing complaint form. 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. corrupt conduct for example, fraud, dishonesty or misuse of information, serious maladministration for example, unreasonable, unjust or discriminatory conduct. Phone: (02) 8836 0000 [email protected] First Floor - Suite 4, 47-49 Wingewarra Street, Dubbo NSW 2830 Complaints. Although local offices can tell you what planned maintenance work is scheduled for your home, they will refer you to the Maintenance Line for maintenance requests. We also cannot handle complaints about private health services and providers. We handle complaints about most NSW government departments and agencies, local councils in NSW and community service providers. Alternatively, you can contact your localDCJ Housing office. We listen and learn from the knowledge, strength and resilience of Stolen Generations Survivors, Aboriginal Elders and Aboriginal communities. However, we can look at how the Registrar of Community Housing deals with complaints about community housing providers. 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. Property maintenance issues and problems | Service NSW The following list of links that will help you find the right place to make a complaint. For more information on FaCS Housing NSW policies, see the Housing NSW website. Although we wont be able to respond to your concerns, anonymous complaints can provide us with useful information that can lead to service improvements. Housing and property | Service NSW Home - Communities and Justice - NSW Government Logo, About the Law Reform Commissions Report 148: Consent in relation to sexual offences, Oversight Commissioner - The Drug Supply Prohibition Order Pilot Scheme Act 2020, Anti-slavery Commissioner's speeches and presentations, The Royal prerogative of mercy and reviews of convictions and sentences, Reviews of convictions and sentences: Crimes Appeal and Review Act 2001, Extinguishment of historical homosexual convictions, Legal and regulatory information and services, Domestic, family and sexual violence support contacts, National Disability Insurance Scheme (NDIS), Every child deserves a stable, safe and loving home permanently, NSW Disability Inclusion Action Plan Guidelines, Disability Inclusion Action Planning resources, Disability Inclusion Act for people with disability, Persons with Disability (Regulation of Restrictive Practices) Bill 2021, Royal Commission into Violence, Abuse, Neglect and Exploitation of People with Disability, NSW Ministerial Advisory Council on Ageing, Aboriginal people, families and communities, Dates of significance to NSW Aboriginal people, Ageing Well in NSW: Seniors Strategy 20212031, Service information for multicultural communities, 2022 DCJ Inaugural Multicultural Community Engagement Conference, Domestic, Family and Sexual Violence Multicultural Community Grant Program, NSW Social Cohesion Grants for Local Government, Out of Home Care and Permanency Support Program, About the Permanency Support Program and OOHC, Permanency Case Management and other policies, Intensive Therapeutic Care, Intermin Care Model and Supported Independent Living, Alternative Care Arrangements and Individual Placement Arrangements, Supporting domestic, family and sexual violence services, Domestic, family and sexual violence plans and strategies, Deliver services to children and families, Using workplace technology in DCJ agile workplaces, Business ethics, tenders and contracts register, Tomaree Lodge Site Community Consultation, Definitions of time and how time is regulated, Complaints about judicial officers and tribunal members, Complaints about other public sector agencies, Request for intervention of the Attorney General in court or tribunal proceedings. An online service for DCJ tenants to lodge non-urgent home maintenance requests Home modification request DCJ assists eligible tenants and approved applicants to modify their home to help them live independently Maintenance and home alterations How to report maintenance issues and request permission for home alterations Your complaint will then be escalated internally to an appropriate person for review and response. Registrar of Community HousingPO Box 2236Burwood North NSW 2134, Information sheet for complainants PDF, 34.67 KB. Tenants are best contacting their tenancy manager of their housing provider. 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. Enquiries and complaints can be made by telephone or in writing. Also, the Registrar does not handle appeals from decisions by registered community housing providers relating to an individuals eligibility, priority or entitlement to housing. Contact the NDIS Quality and Safeguards Commission. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. The MyHousing mobile app, from the Department of Communities and Justice (DCJ), helps you access your housing information using a smartphone. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Housing and homelessness. We usually expect you to contact the agency with your complaint, before you make a complaint to us. Informed by lessons of the past,Department of Communities and Justiceis improving how we work with Aboriginal people and communities. 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. We can help you make a complaint. Your rating will help us improve the website. If there is a more appropriate way for you to resolve your complaint we may expect you to take the action we suggest. See Appealing a decision by FACS below. We also provide additional support for people with a disability to make a complaint. 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. seek further evidence from you or the organisation about what has happened. Read more aboutwhat we do with your complaint. If your complaint is justified, we can do one or more of the following: If you have made a compliant to us and you are dissatisfied with the response, you can write and ask for the area which handled your complaint to conduct an internal review. 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. You will need to give as many details as possible about the problem that needs repairing when you call. 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 more information on theCommunity Services Enquiry, Feedback and Complaints Unit or how to make a complaint, please visit the Child protection complaint handling page. Forcomplaints aboutYouth Justice,please see theYouth Justice complaints process. Our customer complaints process explains how we manage feedback. MyHousing mobile app | Service NSW Strata disputes | NSW Government 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. 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. Part 1: What is unreasonable conduct by a complainant? 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. For example, you may be unable to appeal a decision to HAC because of delays by FACS, or perhaps FACS has not explained the reasons for its decision. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. FACS can only take action against a tenant if there is good evidence their behaviour may be in breach of their residential tenancy agreement. Community Housing Innovation Fund (CHIF) Find funding programs to help deliver social and affordable housing across NSW. You can either write (a letter oremail), telephone, or provide your feedback over the counter. If you are in Australia please call: 02 8074 8627. 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. We review the information you give us and decide what action to take. Housing Complaints, Appeals & Feedback: Home In Place They should have a complaint process for you to follow. Further information regarding the privacy of your information can be viewed on the Privacy page. We cannot handle complaints about most private companies or small business, including: Contact Fair Trading or call Law Access NSW on 1300 888 529. Appeals. In NSW, government-owned and managed social housing is provided by the Department of Family and east. Common complaints include: feeling unsafe. Your report is confidential and we treat it seriously. being bullied by other residents. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Rights and responsibilities. If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. How will you protect the privacy or confidentiality of my complaint? contact information for other useful organisations. This includes: Read more about complaints about community services. Contact the Law Enforcement Conduct Commission. Open all What can you give feedback or complain about Antisocial behaviour complaints Other complaints Positive feedback Last updated: 22 September 2020 Lodge the Complaint Form to our Complaints Officer via email at complimentsandcomplaints@homeinplace.org or with your Tenancy Relations Officer.