We usually expect you to contact the agency with your complaint, before you make a complaint to us. We assess each complaint we receive and decide whether to take action on a case by case basis. 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. Informed by lessons of the past,Department of Communities and Justiceis improving how we work with Aboriginal people and communities. Closed COVID-19 support programs statistics. contact information for other useful organisations. If you disagree with a decision by a community housing provider you may be able to appeal to the HAC or NCAT. We will give you reasons for our decisions. 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. Information and Privacy Commission website, Managing Complaints and Feedback Policy (PDF, 341kb), set out the principles and objectives in complaints handling which reflect our commitment to managing complaints promptly, fairly and effectively, ensure that complaints and feedback received are being managed in line with these complaints handling principles and objectives, and. We cannot handle complaints about most private companies or small business, including: Contact Fair Trading or call Law Access NSW on 1300 888 529. You can complain to FACS by: phoning: 1800 422 322 [press 2] emailing: feedback@facs.nsw.gov.au. Please note, the Registrar does not provide accommodation and is unable to assist with accommodation requests. Justice Health and Forensic Mental Health Network. Call the Maintenance Line with any maintenance requests 24 hours, 7 days, all year round. Housing Offices Coffs Harbour DCJ Housing 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. Complaints we handle - NSW Ombudsman The Attorney General and this Department do not have the power to investigate the conduct of judicial officers, such as judges and magistrates. Requesting maintenance and reporting problems - Family & Community Services If you are in Australia please call: 02 8074 8627. Make sure you have a pen ready to write down the job reference number for your maintenance request. If you want us to handle your complaint confidentially within the Department, please let us know. You can do this by contacting the person you have been dealing with and making this request. We cannot handle complaints about the NSW Police Force or a member of the NSW Police Force. Social housing is maintained by commercial contractors whose performance is regulated by the Land and Housing Corporation (LAHC). Anonymous complaints are only investigated in special circumstances. 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: This may include specific times and dates of the antisocial behaviour incident (s), whether NSW Police were contacted and the individuals involved. 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. If possible, we will also give you an estimated timeframe for our response. 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. 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. eTendering - Transport for NSW (Roads and Maritime Projects) - Current Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. Service NSW is committed to providing excellent customer service. 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. Contact us | Aboriginal Housing Office Here youll find helpful information on becoming a DCJ Housing tenant and how to maintain your tenancy. If the complaints are substantiated, tenants will be given the opportunity to change nuisance and annoying behaviour. 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 can seek legal advice about applying to NCAT for an order. completing an online feedback form at www.housing.nsw.gov.au. FACS can only take action against a tenant if there is good evidence their behaviour may be in breach of their residential tenancy agreement. promise to improve our policies, procedures or systems. Your rating will help us improve the website. Applicants and tenants can appeal these decisions through the Housing Appeals Committee. 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 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. If you have a disability, or if you do not understand English well, we can assist you with providing feedback or making a complaint. This might be about detrimental actions taken against you after you made a disclosure. 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 You can also complain to us directly if you dont feel safe making a complaint to the agency. TheDCJ Complaints and Feedback Management Policyaims to: Housing Contact Centre(client feedback option). You will be contacted by either the Customer Resolution Coordinator, the manager responsible for the service you complain about, or the managers delegate. Complaints about community housing providers should be made directly to the provider. This page tells you about the role of the NSW Ombudsman in handling social housing complaints. You should firstly contact the staff member you were dealing with, or the staff member's supervisor. We cannot handle complaints about your employment or employer. Contact the NDIS Quality and Safeguards Commission. A range of private rental assistance products and services available to help clients. refuges for women, children, men and families. DCJ Housing will encourage tenants to sort out their own problems with other tenants between themselves or through mediation. PDF Community housing related complaints (general) Fact sheet Updated on 22/03/2022. This includes: Read more about complaints about community services. corrupt conduct for example, fraud, dishonesty or misuse of information, serious maladministration for example, unreasonable, unjust or discriminatory conduct. The Registrar investigates all complaints about registered community housing providers to determine whether they are meeting their obligations under the National Regulatory Code. If you are not happy with their response, find out how to lodge a complaint with the Housing Registrar on their website. The Registrar's office can only investigate complaints about community housing providers that are registered under the NRSCH or the NSW Local Scheme. You will need to give as many details as possible about the problem that needs repairing when you call. You can find descriptions of your fair housing rights in several languages other than English here. east. 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. Please call us to discuss whether we can help resolve your complaint. Our website provides a full list of our local DCJ office address and phone numbers under Contact Us. Further information regarding the privacy of your information can be viewed on the Privacy page. 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. You will need to give the event number to Maintenance Line staff when you call to request a repair. However, we can look at how the Registrar of Community Housing deals with complaints about community housing providers. 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. We can handle complaints about community services run or funded by the government. 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. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. If you are deaf, or have a hearing impairment or speech impairment, contact us through theNational Relay Service. Generally, we will provide an acknowledgement to your feedback within 3 business days and aresponse to your complaint within 21 business days of receipt. Phone: (02) 9286 1000 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. The Police Assistance Line will give you an event number for your report, make sure you write this down. 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. E-mail: customersupport@jaggaer.com. 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. Contact the Commonwealth Ombudsman. We will endeavour to respond to queries at the point of escalation and preferably within 72 hours. 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. HUD also provides a Spanish language version of the online housing complaint form. Housing Complaints, Appeals & Feedback: Home In Place In addition, since mediation is voluntary, the business centre about which you are complaining will need to agree to entering into mediation. If you are not satisfied with our response, please advise us and we will organise to carry out an internal review. 2-24 Rawson Place Sydney NSW 2000 nswbuy@treasury.nsw.gov.au 1800 679 289 (International +61 2 . You may wish to contact the Assisted Boarding Houses Team to provide comments, enquiries, complaints or feedback. We will treat your complaint confidentially and seek your permission before telling the agency that we have received a complaint from you. We handle complaints about most NSW government agencies, local councils, as well as some community services for children, young people and families. 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. Phone:02 9716 3025and ask for an Assisted Boarding House Compliance Officer. private universities for example, Australian Catholic University and University of Notre Dame. The Attorney General and this Department do not have the power to overturn a decision of a court or tribunal. If you are outside of Australia, please click here for overseas phone numbers. 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. This gives the agency a chance to fix the problem. Visit their website or call them to find out how to complain to them. 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. 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. Enquiries and complaints can be made by telephone or in writing. . 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. Make sure you also include: While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. The Registrars Guidelines for Managing Unreasonable Complainant Conduct may be enacted in these circumstances. 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. We can make inquiries with an agency if we consider there may be maladministration. You can ask someonesuch as a family member, friend, or community workerto help you or to submit the complaint form for you. Feedback and complaints - Communities and Justice However, it will be harder for us to assess and resolve your complaint if we dont know who you are. If you are still not satisfied you may wish to contact: Chief Executive Officer, Service NSW We can support people with disability and Aboriginal peoples, and have information in easy English and other languages, see Information in other languages. Sometimes we suggest what we think should happen to resolve your complaint. 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. eTendering - NSW Department of Communities and Justice - Current Tender 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). It could be a government agency, community service provider or a private company. We give free, confidential language services to clients who may needhousing information or help. Community Justice Centres provide free, voluntary mediation services, to help people understand each other's point of view and work together to reach an acceptable agreement. Just let us know: We cannot provide you with legal advice. If your feedback is about an agency which is not part of the NSW Department of Communities andJustice, you should provide your feedback directly to the agency concerned. HAC is independent and can review FACSs decisions and recommend changes. Part 1: What is unreasonable conduct by a complainant? In NSW, government-owned and managed social housing is provided by the Department of Family and The law requires us to protect your personal information, and not to disclose it to another person or body except in certain circumstances. 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. For general enquiries, call DCJ Housing Contact Centre on 1800 422 322. Complainants who remain anonymous are not afforded feedback regarding the outcome of the investigation into the matter raised. 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. Home - NSW Ombudsman 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. You can call us for advice about whether your issue is something we can help with. Although we wont be able to respond to your concerns, anonymous complaints can provide us with useful information that can lead to service improvements. universities based in other states or countries for example, University of Tasmania. 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. Sydney NSW 2000 Contact us | NSW Land and Housing Corporation provide you with further explanation of a decision that has been made. Premier targets healthcare ahead of national cabinet - as it happened The way we collect, store and use any of your personal information is regulated by law. 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 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. You can also call FACS or go to your local office for assistance. In these instances you will be kept updated on the progress of your complaint. Go to www. 4 Parramatta Square, 12 Darcy St, Parramatta, NSW 2150 Map. We also support people with disability and Aboriginal peoples, and have information in easy English and other languages. Alternatively, you can contact your localCommunity Services Centreto make a complaint. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. 1800 422 322 Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. Talk about it Most issues can be resolved by talking it out with the other party. Includes Aboriginal people, families and communities, carers, disability and inclusion, seniors, youth, volunteering and advisory councils. Making a complaint is free. Feedback and complaints about public housing | NT.GOV.AU If you work for the NSW public sector, see Making a public interest disclosure. The NSW Ombudsman oversees the operation of the Public Interest Disclosures Act (PID Act) across the NSW public sector. Housing and property | Service NSW Tenants will be referred to Community Justice Centres for assistance when required. not knowing what support is available. Customer complaints | Service NSW commence a formal maladministration investigation into your complaint. 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. Keep a copy of emails or letters between you and the agency. Aboriginal initiatives under OCHRE such as: homelessness services for young people and adults. Alternatively, you can contact your local DCJ Housing office launch. Community Services Enquiry, Feedback and Complaints Unit. The following list of links that will help you find the right place to make a complaint. They're also able to make decisions on the spot about what needs to be done. 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. Our website uses an automatic service to translate our content into different languages. We also cannot handle complaints about private health services and providers. You can also write to your local DCJ office. We canhelp you make a complaint. 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. Alternatively, you can usethe FeedbackAssist widget(located to the right of the screen). If you need help with your complaint, see Get help making a complaint. We cannot handle complaints about financial services, including: Contact the Australian Financial Complaints Authority (AFCA). Anonymous complaints will be registered and referred to the relevant area for review. You can also help another person to make a complaint. . 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. Registrar of Community Housing - Enquiries & Complaints Housing Appeals Committee - Frequently Asked Questions When you're ready, make your complaint online. Repairs, modifications and maintenance to a property | Family First Home Buyer Choice. For complaints about private health insurance, contact the Commonwealth Ombudsman. Alternatively, you can ask the NSW Ombudsman to review your complaint. If a complaint is serious or complex, it may take longer. There are some services we cannot help you with for example, Centrelink, banks and legal services. For all tenant enquiries and complaints. We value your feedback on how we have handled complaints and communicated the outcomes to you. This function is given to the Registrar by section 10(1)(e) of the Community Housing Providers (Adoption of National Law) Act 2012 (NSW). For example, if you want to make a complaint about public housing, contact the Department of Communities and Justice (Housing NSW).
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