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Anyone who has concerns about whether a registered community housing provider is meeting its responsibilities under the National Regulatory Code can notify us of their concerns or make a complaint. 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. Strata disputes | NSW Government 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. 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. We generally do not take action on complaints about decisions that are appealable because we believe the appeal process and HAC offer an alternative and satisfactory means of redress. If they are unable to sort out the problem, you can complain to FACS. Neighbours | Family & Community Services We assess each complaint we receive and decide whether to take action on a case by case basis. 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. The app lets you: check account balances and transactions such as rent, water and a Rentstart Bond Loan. For tenants - most issues related to transfer, disability modifications of dwellings, succession of tenancy, calculation of rental subsidy. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. 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 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. 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. 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 Just let us know: We cannot provide you with legal advice. 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. 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. What if I need assistance to provide feedback? guide the standard of behaviour for DCJ employees who are managing complaints. If you have a complaint about the administration of a NSW public sector agency, you cancontact the NSW Ombudsman. File a Complaint - Main Page | HUD.gov / U.S. Department of Housing and HAC is independent and can review FACSs decisions and recommend changes. We can also handle complaints about water services provided by local councils. The Attorney General and this Department do not have the power to investigate the conduct of judicial officers, such as judges and magistrates. 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. Here youll find helpful information on becoming a DCJ Housing tenant and how to maintain your tenancy. Department of Communities and Justice (DCJ). 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. Having trouble with your rates and charges? What can I expect to achieve from making a complaint? Contact us - Communities and Justice Select a department Select an agency. Complaints & Appeals - Housing Trust 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 All reports are treated seriously and managed in the strictest confidence. Keep a copy of emails or letters between you and the agency. You first need to appeal to FACS. 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. Contact the: We can handle employment complaints relating to public interest disclosures. Tenancy Hub Welcome to the DCJ Housing Tenancy Hub. Resources for organisations delivering assistance with housing, supporting children and families and addressing domestic and family violence. 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. For your convenience, telephones with a direct link to the Maintenance Line are available in the lobby of all local offices to use during business hours. We canhelp you make a complaint. The Ombudsman does not have power to make binding and enforceable decisions. In NSW, government-owned and managed social housing is provided by the Department of Family and 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). You can phone or visit any of our local DCJ offices. But, there are complaints we cannot help you with: for example, Centrelink (Services Australia), Australian Tax Office (ATO), electricity, gas, water and phone companies, and other private businesses. You can complain to us about community services for children and young people, such as: out-of-home care, including foster care, kinship care and intensive therapeutic care (ITC) leaving care and aftercare. Contact us | Aboriginal Housing Office Common complaints include: feeling unsafe. The Police Assistance Line will give you an event number for your report, make sure you write this down. For all other service providers, including Energy Australia, AGL and Origin, contact the Energy and Water Ombudsman NSW. The Registrar of Community Housing is within the Ombudsmans jurisdiction. If possible, we will also give you an estimated timeframe for our response. writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. You can also complain to us directly if you dont feel safe making a complaint to the agency. We listen and learn from the knowledge, strength and resilience of Stolen Generations Survivors, Aboriginal Elders and Aboriginal communities. When you're ready, make your complaint online. State of New South Wales, February 2018This publication is released under a Creative Commons license CC BY 4.0. You can call us for advice about whether your issue is something we can help with. Aboriginal initiatives under OCHRE such as: homelessness services for young people and adults. We handle complaints about most NSW government agencies, local councils, as well as some community services for children, young people and families. We usually expect you to contact the agency with your complaint, before you make a complaint to us. Alternatively, you can ask the NSW Ombudsman to review your complaint. The NSW Government eTendering website lists upcoming, current and closed business opportunities that have been provided by agencies. We can help you make a complaint. For a step-by-step guide to making a complaint, seeHow to make a complaint. They should have a complaint process for you to follow. This site also provides details of awarded contracts over $150,000 in value. Part 1: What is unreasonable conduct by a complainant? If you are dissatisfied with a decision of a court or tribunal, you may enquire about your appeal options. For complaints about private health insurance, contact the Commonwealth Ombudsman. We will endeavour to respond to queries at the point of escalation and preferably within 72 hours. Our priority is to respond to complaints within 20 business days unless it involves a complex matter or requires specialist investigation. Check complaints we handle to see a list of who can handle your complaint if we cant. You can find the address on our website. not knowing what support is available. Registrar of Community Housing - Enquiries & Complaints If a complaint is serious or complex, it may take longer. If you're not happy with what the agency or service provider does as a result of our decision, contact us to talk to your case officer. Information about NCATs power to resolve tenancy disputes relating to community housing is available here: NCAT - Social Housing. You may wish to contact the Assisted Boarding Houses Team to provide comments, enquiries, complaints or feedback. Further information regarding the privacy of your information can be viewed on the Privacy page. Lodge the Complaint Form to our Complaints Officer via email at complimentsandcomplaints@homeinplace.org or with your Tenancy Relations Officer. This includes: Read more about complaints about community services. east. If you want us to handle your complaint confidentially within the Department, please let us know. For more information on FaCS Housing NSW policies, see the Housing NSW website. You will need their permission to do this. They usually welcome you speaking up as it can help them to uncover a problem and improve their services. refuges for women, children, men and families. You can seek legal advice about applying to NCAT for an order. You can either write (a letter oremail), telephone, or provide your feedback over the counter. Housing Offices Coffs Harbour DCJ Housing Search for Find DCJ Housing Offices at: www.dcj.nsw.gov.au. 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. update contact details, including emergency contacts. Please call the Police Assistance Line first to report vandalism before calling the Maintenance Line. Family & Community Services on facebook opens in new window, Family & Community Services on twitter opens in new window, Family & Community Services on youtube opens in new window, Family & Community Services on linkedin opens in new window, 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 as many details as possible about the problem that needs repairing when you call. Independent Commission Against Corruption (ICAC) (contact the, Law Enforcement Conduct Commission (contact the. the quality of service you have received from a staff member of the Department, the conduct of a staff member of the Department, a decision made by a business centre of the Department, review a decision made by a court or tribunal, investigate the conduct of a judge or magistrate, review a decision of an independent statutory authority such as the Office of the Legal Services Commissioner, the Legal Aid Commission, or the Director of Public Prosecutions, investigate the quality of service, decisions, policies and procedures of agencies which are not part of the NSW Department of Communities andJustice, which person, agency or area of the Department has caused you concern, the relevant date, location and case reference number, if you have them, what you would like us to do to resolve your complaint, your contact details; name,postal address and contact telephone numbers. universities based in other states or countries for example, University of Tasmania. Appeals. If your complaint is referred to another agency we will notify you of this transfer. To ensure Service NSW handles complaints fairly, efficiently and effectively, we adhere to the Service NSW Complaints Handling Policy. 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, Resolveappfor young people leaving care. Monitoring Community Services We promote and protect the rights and best interests of people using community services in NSW. *The NSW Ombudsman generally expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. We cannot handle complaints about child support. We cannot handle complaints about most private companies or small business, including: Contact Fair Trading or call Law Access NSW on 1300 888 529. Please don't include personal or financial information here, DCJ Complaints and Feedback Management Policy. You can call us to discuss your particular case. If you work for the NSW public sector, see Making a public interest disclosure. 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. 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 require assistance with registering on Procurement Central, you may contact the Customer Support via below methods. east. Feedback and complaints - Communities and Justice If you're an eligible first home buyer, you have the choice to pay an annual property tax instead of stamp duty. eTendering - NSW Department of Communities and Justice - Current Tender Contact us | NSW Land and Housing Corporation 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. E-mail: customersupport@jaggaer.com. You can report fraud, misconduct or corruption through our feedback tab. For a list of offices and contact numbers go to www.housing. If you need help contacting the agency, see Get help making a complaint. child protection services. Housing and homelessness | Family & Community Services Our website uses an automatic service to translate our content into different languages. For example, letters or emails between you and the agency, photos or other documents. If this is the case, we will contact you to discuss the issue, before taking further action. 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: Sydney NSW 2000 GPO Box 7057 Generally, we cannot deal with complaints about community housing providers because they are usually not within our jurisdiction. If there is a more appropriate way for you to resolve your complaint we may expect you to take the action we suggest. 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. Complaints and notifications are an important source of information and intelligence for the Registrar. It is a criminal offence for anyone to take any action against you for making a complaint to us. They're also able to make decisions on the spot about what needs to be done. Housing and homelessness - Communities and Justice Generally, as a first step you should contact the agency you want to complain about. However, we can look at how the Registrar of Community Housing deals with complaints about community housing providers. Contact the Commonwealth Ombudsman. 1. This might be about detrimental actions taken against you after you made a disclosure. Your report is confidential and we treat it seriously. You dont have to tell us your name when you make a complaint. If you are concerned that this could happen, please let us know. 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. We also provide additional support for people with a disability to make a complaint. HUD also provides a Spanish language version of the online housing complaint form. 2-24 Rawson Place Sydney NSW 2000 nswbuy@treasury.nsw.gov.au 1800 679 289 (International +61 2 . We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. The MyHousing mobile app, from the Department of Communities and Justice (DCJ), helps you access your housing information using a smartphone. Premier targets healthcare ahead of national cabinet - as it happened 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. However Registry staff cannot give you legal advice or recommend what action you should take. Having trouble with unlawful development activity? 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. Complainants who remain anonymous are not afforded feedback regarding the outcome of the investigation into the matter raised. Call: 02 9286 1000 Email: nswombo@ombo.nsw.gov.au Visit: www.ombo.nsw.gov.au Post: Level 24, 580 George Street, Sydney NSW 2000 Allegation of misconduct Contact the manager of your DCJ contract manager: Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. However we can get information from these authorities that may better explain the decision for you. You can find descriptions of your fair housing rights in several languages other than English here. If we can handle your complaint, continue to Step 3. We also cannot handle complaints about private health services and providers. Tenants will be referred to Community Justice Centres for assistance when required. 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. MyHousing mobile app | Service NSW Its website should have information about complaints or you can ask its staff about how to make a complaint. Justice Health and Forensic Mental Health Network. The Attorney General and this Department do not have the power to overturn a decision of a court or tribunal. Once yousubmit your complaint, we'll email you a copy of it. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. If you are not satisfied with our response, please advise us and we will organise to carry out an internal review. 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. 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. You may also consider seeking a referral of your complaint to mediation. 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. It takes about 15 minutes. Tenants have a right to the peaceful enjoyment of their home and an obligation to abide by the conditions of their tenancy agreement. 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. We are committed to the safety and wellbeing of children and young people and protecting them from risk of harm, abuse and neglect. 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. private universities for example, Australian Catholic University and University of Notre Dame. Please refer to the Housing Trust Complaints Policy for more information. Tenants Advice and Advocacy Services provide free tenancy and legal advice and can advocate on your behalf. 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. Alternatively, complaints may be lodged in person at any of our branches or over the phone. 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). 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. Email:AssistedBoardingHouses@facs.nsw.gov.au. It takes about 15 minutes. prioritising delayed actions or decisions. You may need to show this to us if your complaint is not resolved. We cannot handle complaints about legal services or courts. Go to www. The NSW Civil and Administrative Tribunal (NCAT) may also be a way for you to seek to resolve any disputes. We will treat your complaint confidentially and seek your permission before telling the agency that we have received a complaint from you. You can choose to remain anonymous when you submit a complaint. U.S. Department of Housing and Urban Development 451 7th Street, S.W., Washington, DC 20410 T: 202-708-1112 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. Home - NSW Ombudsman Complaints about community services - NSW Ombudsman The Department's commitment to effective complaints and feedback handling is documented in ourManaging Complaints and Feedback Policy (PDF, 341kb). Includes Aboriginal people, families and communities, carers, disability and inclusion, seniors, youth, volunteering and advisory councils. You can report any contracting matter or escalate a contracting complaint to the NSW Ombudsman.

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