department of housing complaints nsw
We cannot handle complaints about your employment or employer. 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. 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. If you have a complaint about the administration of a NSW public sector agency, you cancontact the NSW Ombudsman. We will give you reasons for our decisions. This is dealt with under Residential Tenancies Legislation by the NSW Civil and Administrative Tribunal (NCAT) formerly known as CTTT. Once you are contacted, the person will try to resolve your complaint, or alternatively, you will be provided that persons contact details so you can check on the progress of your complaint if it requires further investigation or input from another agency/person. We'll also ask you to upload documents to support your complaint. If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. Aboriginal initiatives under OCHRE such as: homelessness services for young people and adults. We listen and learn from the knowledge, strength and resilience of Stolen Generations Survivors, Aboriginal Elders and Aboriginal communities. 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We can also handle complaints about water services provided by local councils. The Registrars role is to ensure that registered community housing providers comply with the National Regulatory Code. Service NSW is committed to providing excellent customer service. The NSW Ombudsman is an independent integrity agency that holds NSW government agencies and certain non-government organisations accountable to the people of NSW. These translations should be used as a guide only. However please note that not all complaints will be suitable for mediation. How will you protect the privacy or confidentiality of my complaint? If you are outside of Australia, please click here for overseas phone numbers. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. For information please see the During a Tenancy Policy. However, we cannot handle complaints about decisions of local councils that involve: We also cannot amend or revoke development consents. 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. 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. 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. An online form is available where the provider is registered under the NRSCH. 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. 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. You can also call FACS or go to your local office for assistance. what happens after you've made a complaint. What matters are out of the Registrar's scope? See Advocacy and Legal Services below. We can only handle complaints about Sydney Water and WaterNSW. Contact the Law Enforcement Conduct Commission. 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. If you are concerned that this could happen, please let us know. 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. 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. For a step-by-step guide to making a complaint, seeHow to make a complaint. Select a department Select an agency. seek further evidence from you or the organisation about what has happened. Common complaints include: feeling unsafe. serious and substantial waste of public money. private correctional centres for example, Junee, Parklea and Clarence. You dont have to tell us your name when you make a complaint. Housing Offices Coffs Harbour DCJ Housing Depending on the circumstances, outcomes might include: We also consider whether there is a larger problem that may be affecting other people as well as you. Alternatively, you can contact your local DCJ Housing office launch. You can call us to discuss your particular case. Please call us to discuss whether we can help resolve your complaint. To ensure Service NSW handles complaints fairly, efficiently and effectively, we adhere to the Service NSW Complaints Handling Policy. The app lets you: check account balances and transactions such as rent, water and a Rentstart Bond Loan. 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. 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. The NSW Government eTendering website lists upcoming, current and closed business opportunities that have been provided by agencies. You can also help another person to make a complaint. This site also provides details of awarded contracts over $150,000 in value. nsw.gov.au or ring 1300 HOUSING (1300 468 746). 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 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. If you require assistance with registering on Procurement Central, you may contact the Customer Support via below methods. 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. 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. The Registrar of Community Housing can be contacted on: Locked Bag 4001, Ashfield BC 1800 Free call: 1800 330 940 Facsimile: 02 8741 2522 Email: registrar@facs.nsw.gov.au Web: www.rch.nsw.gov.au. If you work for the NSW public sector, see Making a public interest disclosure. If you are deaf, or have a hearing impairment or speech impairment, contact us through theNational Relay Service. 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. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. a preset menu that will direct your enquiry to the service you need including. They're also able to make decisions on the spot about what needs to be done. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Housing and homelessness. We value your feedback on how we have handled complaints and communicated the outcomes to you. 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 can ask someonesuch as a family member, friend, or community workerto help you or to submit the complaint form for you. We value all feedback, because it helps us improve our services. promise to improve our policies, procedures or systems. Search for Find DCJ Housing Offices at: www.dcj.nsw.gov.au. tenants.org.au to find a service near you or call Law Access on 1300 888 529 for an appropriate referral. You can seek legal advice about applying to NCAT for an order. You should contact the NSW police if you are experiencing serious problems with a tenants behaviour. If there is a more appropriate way for you to resolve your complaint we may expect you to take the action we suggest. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. Applicants and tenants can appeal these decisions through the Housing Appeals Committee. 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. The Housing Appeals Committee only deals with appeals about property modifications relating to disability and special needs - Appealable Issues. We give free, confidential language services to clients who may needhousing information or help. . 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. What is your policy on complaints and feedback? not knowing what support is available. Sydney NSW 2001. Having trouble with your rates and charges? about your disability, or what is your preferred language, and. If you are seeking any of these outcomes, you can seek legal advice. Submitting a complaint You can submit a complaint or provide feedback by using one of the following methods: Via the online feedback form Email info@service.nsw.gov.au Phone 13 77 88 In person at any Service NSW Service Centre Write to: Customer Resolution Coordinator GPO Box 7057 Sydney NSW 2001 Complaints about our services 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. When can I expect a response to my complaint? If you are complaining about service delivery provided by an LAHC contractor, you should first phone the maintenance line on 1800 422 322 [press 1] before complaining to FACS to see if the contractor can sort out the problem. You can phone or visit any of our local DCJ offices. DCJ Housing will investigate complaints against tenants where there is an alleged breach of the tenancy agreement. Social housing is maintained by commercial contractors whose performance is regulated by the Land and Housing Corporation (LAHC). Talk about it Most issues can be resolved by talking it out with the other party. One thing we consider when assessing your complaint is whether there is an alternative and satisfactory means of resolving it. Your report is confidential and we treat it seriously. To enquire about accommodation, please contact Housing NSW on 1800 422 322. You can also ask them to give reasons for the delay. Can I appeal more than once? 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. Please call 1800 422 322 and press 2 (24 hours/day, 7 days/week, 365 days/year). If the tenancy is under the management of a community housing provider then that organisation is the landlord and your contact for any complaint. Complaints and notifications are an important source of information and intelligence for the Registrar. We can handle complaints about community services run or funded by the government. You may need to show this to us if your complaint is not resolved. If the complaints are substantiated, tenants will be given the opportunity to change nuisance and annoying behaviour. not telling you the outcome of your complaint. Part 1: What is unreasonable conduct by a complainant? State of New South Wales, February 2018This publication is released under a Creative Commons license CC BY 4.0. The Judicial Commission of NSW receives complaints about judicial officers. Level 24, 580 George Street If there is, we may suggest changes to policies or procedures. We also support people with disability and Aboriginal peoples, and have information in easy English and other languages. You can report fraud, misconduct or corruption through our feedback tab. 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: Once yousubmit your complaint, we'll email you a copy of it. For example, if you want to make a complaint about public housing, contact the Department of Communities and Justice (Housing NSW). Generally, we will provide an acknowledgement to your feedback within 3 business days and aresponse to your complaint within 21 business days of receipt. 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. The Registrar's office can only investigate complaints about community housing providers that are registered under the NRSCH or the NSW Local Scheme. 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. Tenants Advice and Advocacy Services provide free tenancy and legal advice and can advocate on your behalf. Housing and homelessness launch. It could be a government agency, community service provider or a private company. The Department of Communities and Justice works with children, adults, families and communities to improve lives and help people realise their potential. The grounds for complaint we can consider relate to: Registry of Births, Deaths and Marriages. 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. 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. Open all What can you give feedback or complain about Antisocial behaviour complaints Other complaints Positive feedback Last updated: 22 September 2020 You first need to appeal to FACS. A community housing organisation, housing association or housing provider: you need to contact them directly. 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. orange county register obituary archives,
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