Talk about it Most issues can be resolved by talking it out with the other party. If you need help with your complaint, see Get help making a complaint. You can complain to FACS by: phoning: 1800 422 322 [press 2] emailing: feedback@facs.nsw.gov.au. How to contact DCJ Housing | Family & Community Services It takes about 15 minutes. 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). We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. 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. We cannot handle complaints about legal services or courts. We cannot determine liability, order payment of compensation or change a decision made by NCAT. 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. 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. Once yousubmit your complaint, we'll email you a copy of it. 4 Parramatta Square, 12 Darcy St, Parramatta, NSW 2150 Map. It is a criminal offence for anyone to take any action against you for making a complaint to us. 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. TheDCJ Complaints and Feedback Management Policyaims to: Housing Contact Centre(client feedback option). Community Services Enquiry, Feedback and Complaints Unit. You can also complain to the AHO directly by contacting one of their offices or by visiting their . See Advocacy and Legal Services below. Housing and homelessness launch. Closed COVID-19 support programs statistics. 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. Requesting maintenance and reporting problems - Family & Community Services The Registrar has a staff member designated for receiving and documenting all information, enquiries and complaints received, Information, enquiries and complaints can be provided verbally or in writing, Verbal complaints are written down by the staff member taking them, Written complaints are responded to as soon as possible, Complainants may get an advocate to help them when making a complaint, All complaints about community housing providers made to the Registrar's office are assessed and actioned accordingly, If the information or complaint falls outside the Registrar's jurisdiction, an appropriate referral will be made. 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. Aboriginal initiatives under OCHRE such as: homelessness services for young people and adults. Enquiries and complaints can be made by telephone or in writing. 1800 000 164(9am to 4.30pm Monday to Friday)complaints@facs.nsw.gov.auPost:Reply Paid 63437, Complaints Unit, Locked Bag 4028, Ashfield NSW 2131. Call the Maintenance Line with any maintenance requests 24 hours, 7 days, all year round. When you're ready, make your complaint online. being bullied by other residents. If you are concerned that this could happen, please let us know. 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. Only in the most serious cases will FACS consider applying to the NCAT to evict a tenant. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. There are some services we cannot help you with for example, Centrelink, banks and legal services. This site also provides details of awarded contracts over $150,000 in value. 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. Understand what housing help you may be eligible for, including social housing and private rental assistance. 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. If the tenancy is under the management of a community housing provider then that organisation is the landlord and your contact for any complaint. This includes tenants, tenant advocates, and people who work with providers. east. The AHO respects the right of our clients to complain if they receive poor service. Noise complaints about tenants - lawaccess.nsw.gov.au We will give you reasons for our decisions. We value your feedback on how we have handled complaints and communicated the outcomes to you. 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. Courts and tribunals are separate from Government. You can ask someonesuch as a family member, friend, or community workerto help you or to submit the complaint form for you. make payments to accounts. 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. The Police Assistance Line will give you an event number for your report, make sure you write this down. Our customer complaints process explains how we manage feedback. We give free, confidential language services to clients who may needhousing information or help. A community housing organisation, housing association or housing provider: you need to contact them directly. The Registrar of Community Housing is within the Ombudsmans jurisdiction. Generally, as a first step you should contact the agency you want to complain about. Here youll find helpful information on becoming a DCJ Housing tenant and how to maintain your tenancy. Lodge the Complaint Form to our Complaints Officer via email at complimentsandcomplaints@homeinplace.org or with your Tenancy Relations Officer. Please don't include personal or financial information here, DCJ Complaints and Feedback Management Policy. Phone: (02) 9286 1000 You can complain to us about things like: You can call us for advice about whether your problem is something we can help with. How will you protect the privacy or confidentiality of my complaint? You can phone or visit any of our local DCJ offices. Contact the Law Enforcement Conduct Commission. 1800 422 322 Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. contact information for other useful organisations. Enquiries and complaints can be made by telephone or in writing. 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. If the complaints are substantiated, tenants will be given the opportunity to change nuisance and annoying behaviour. 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. The Department of Communities and Justice works with children, adults, families and communities to improve lives and help people realise their potential. 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). You should contact the NSW police if you are experiencing serious problems with a tenants behaviour. You can find descriptions of your fair housing rights in several languages other than English here. 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. What if I am dissatisfied with the handling of my complaint? Level 24,580 George Street Sydney NSW 2000Toll free (outside Sydney metro) 1800 451 524Email info@ombo.nsw.gov.au. 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 Its website should have information about complaints or you can ask its staff about how to make a complaint. You should briefly state your concern, and tell us what happened. Complaints about social housing factsheet - opengov.nsw.gov.au If you want us to handle your complaint confidentially within the Department, please let us know. More information is available on the Commission's website atwww.judcom.nsw.gov.au. seek further evidence from you or the organisation about what has happened. Complaints about community services - NSW Ombudsman provide you with further explanation of a decision that has been made. Part 1: What is unreasonable conduct by a complainant? We will need all the evidence you have to assess your complaint. Feedback and complaints about public housing | NT.GOV.AU 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. Anonymous complaints will be registered and referred to the relevant area for review. We also have advice if you are having a problem with a neighbour. Antisocial behaviour in public housing - Family & Community Services If this is the case, we will contact you to discuss the issue, before taking further action. The Ombudsman does not have power to make binding and enforceable decisions. If you need help contacting the agency, see Get help making a complaint. How to make a complaint - NSW Ombudsman If we can handle your complaint, continue to Step 3. If there is, we may suggest changes to policies or procedures. writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. We also provide additional support for people with a disability to make a complaint. The Registrars role is to ensure that registered community housing providers comply with the National Regulatory Code. You can seek legal advice about applying to NCAT for an order. Make sure you have a pen ready to write down the job reference number for your maintenance request. 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. 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. NSW Ombudsman* 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 NSW public health services and providers, including: However, we cannot handle a complaint if it is about clinical and medical care. You can choose to remain anonymous when you submit a complaint. nsw.gov.au or ring 1300 HOUSING (1300 468 746). We promote awareness and understanding of the PID Act. If you are outside of Australia, please click here for overseas phone numbers. Service NSW is committed to providing excellent customer service. An appeal can be made if you feel we have not followed . 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. Our priority is to respond to complaints within 20 business days unless it involves a complex matter or requires specialist investigation. We are committed to the safety and wellbeing of children and young people and protecting them from risk of harm, abuse and neglect. 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. 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. If possible, we will also give you an estimated timeframe for our response. refuges for women, children, men and families. 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. Part 1: What is unreasonable conduct by a complainant? One thing we consider when assessing your complaint is whether there is an alternative and satisfactory means of resolving it. Please call us to discuss whether we can help resolve your complaint. We cannot handle complaints about financial services, including: Contact the Australian Financial Complaints Authority (AFCA). Further information regarding the privacy of your information can be viewed on the Privacy page. We cannot handle complaints about child support. 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. 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. Just let us know: We cannot provide you with legal advice. Tenants Advice and Advocacy Services provide free tenancy and legal advice and can advocate on your behalf. The Judicial Commission of NSW receives complaints about judicial officers. 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.
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