However we can get information from these authorities that may better explain the decision for you. Common complaints include: feeling unsafe. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. Feedback and complaints about public housing | NT.GOV.AU If FACS or the AHO has not complied with its obligations to carry out maintenance, NCAT can order it to do so. Complaints and notifications are an important source of information and intelligence for the Registrar. An online form is available where the provider is registered under the NRSCH. If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. The MyHousing mobile app, from the Department of Communities and Justice (DCJ), helps you access your housing information using a smartphone. Please note, the Registrar does not provide accommodation and is unable to assist with accommodation requests. Our customer complaints process explains how we manage feedback. You will need to give as many details as possible about the problem that needs repairing when you call. 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. Can I appeal more than once? how you would like us to help you provide feedback or make a complaint. Enquiries and complaints can be made by telephone or in writing. You can accessour apology to the Stolen Generations. Its website should have information about complaints or you can ask its staff about how to make a complaint. 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. See Advocacy and Legal Services below. However, your complaint about a decision might include a matter that we can assist you with. Premier targets healthcare ahead of national cabinet - as it happened 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. Antisocial behaviour in public housing - Family & Community Services We cannot handle complaints about the NSW Police Force or a member of the NSW Police Force. You can call us to discuss your particular case. If you work for the government (including local government) and your complaint is about serious wrongdoing in your workplace, see Making a public interest disclosure (whistleblowing). The NSW Ombudsman is an independent integrity agency that holds NSW government agencies and certain non-government organisations accountable to the people of NSW. Phone: (02) 8836 0000 [email protected] First Floor - Suite 4, 47-49 Wingewarra Street, Dubbo NSW 2830 Complaints. prioritising delayed actions or decisions. For all tenant enquiries and complaints. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. Housing and property | Service NSW Alternatively, complaints may be lodged in person at any of our branches or over the phone. Also, the Registrar does not handle appeals from decisions by registered community housing providers relating to an individuals eligibility, priority or entitlement to housing. Most DCJ offices are open Monday to Friday from 9am to 5pm. We handle complaints about agencies that provide services to Aboriginal communities, such as: We have Aboriginal staff who assist to handle complaints we receive from Aboriginal people s . In NSW, government-owned and managed social housing is provided by the Department of Family and We are committed to the safety and wellbeing of children and young people and protecting them from risk of harm, abuse and neglect. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. 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. The way we collect, store and use any of your personal information is regulated by law. An online form is available where the provider is registered under the NRSCH. For tenants - most issues related to transfer, disability modifications of dwellings, succession of tenancy, calculation of rental subsidy. We assess each complaint we receive and decide whether to take action on a case by case basis. You will need their permission to do this. 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. A community housing organisation, housing association or housing provider: you need to contact them directly. If you want us to handle your complaint confidentially within the Department, please let us know. We'll also ask you to upload documents to support your complaint. We will use your rating to help improve the site. Part 1: What is unreasonable conduct by a complainant? We will endeavour to respond to queries at the point of escalation and preferably within 72 hours. There are some services we cannot help you with for example, Centrelink, banks and legal services. Contact us | Aboriginal Housing Office We can finalise most complaints within 30 days. 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 either write (a letter oremail), telephone, or provide your feedback over the counter. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. To enquire about accommodation, please contact Housing NSW on 1800 422 322. Call 1300 652 488 to arrange a translator to speak in the language you need. This may include specific times and dates of the antisocial behaviour incident (s), whether NSW Police were contacted and the individuals involved. contact information for other useful organisations. FACS can only take action against a tenant if there is good evidence their behaviour may be in breach of their residential tenancy agreement. 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. This function is given to the Registrar by section 10(1)(e) of the Community Housing Providers (Adoption of National Law) Act 2012 (NSW). Make your complaint online. 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. Phone: 1800 422 322 (Housing Contact Centre) 1800 152 152 (Link2home Homelessness) TTY Phone: 133 677 More information Department of Communities and Justice - Housing ( DCJ Housing) provides a range of housing solutions for both the private rental market and Public Housing, Community Housing and Aboriginal Housing. The Registrars Guidelines for Managing Unreasonable Complainant Conduct may be enacted in these circumstances. Only in the most serious cases will FACS consider applying to the NCAT to evict a tenant. 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. 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. How to contact DCJ Housing | Family & Community Services 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. Phone:02 9716 3025and ask for an Assisted Boarding House Compliance Officer. 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. 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. You can submit an appeal using the online appeal form located on the HAC website. We usually expect you to contact the agency with your complaint, before you make a complaint to us. 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). PDF Community housing related complaints (general) Fact sheet If you work for the government (including local government), you can report serious wrongdoing in your workplace. what happens after you've made a complaint. We do this only rarely when there is evidence of very serious and/or systemic problems. Closed COVID-19 support programs statistics. 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. For a list of offices and contact numbers go to www.housing. Types of Complaints Investigated by FHEO. Find out how to make a complaint about custodial services. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. 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. 2-24 Rawson Place Sydney NSW 2000 nswbuy@treasury.nsw.gov.au 1800 679 289 (International +61 2 . Service providers can make contracting complaints to DCJ about DCJ or about the services or management practices of an organisation funded by DCJ. 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 should firstly contact the staff member you were dealing with, or the staff member's supervisor. Community Services Enquiry, Feedback and Complaints Unit. tenants.org.au to find a service near you or call Law Access on 1300 888 529 for an appropriate referral. You can also write to your local DCJ office. 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. Search for Find DCJ Housing Offices at: www.dcj.nsw.gov.au. We also support people with disability and Aboriginal peoples, and have information in easy English and other languages. Having trouble with your rates and charges? 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. We will need all the evidence you have to assess your complaint. 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. They should have a complaint process for you to follow. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. For a step-by-step guide to making a complaint, seeHow to make a complaint. Level 24, 580 George Street 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. 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). The grounds for complaint we can consider relate to: You can also complain to the AHO directly by contacting one of their offices or by visiting their . In addition, since mediation is voluntary, the business centre about which you are complaining will need to agree to entering into mediation. 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: Independent Commission Against Corruption (ICAC) (contact the, Law Enforcement Conduct Commission (contact the. The Housing Appeals Committee only deals with appeals about property modifications relating to disability and special needs - Appealable Issues. writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. We can make inquiries with an agency if we consider there may be maladministration. For complaints about private health insurance, contact the Commonwealth Ombudsman. Applicants and tenants can appeal these decisions through the Housing Appeals Committee. For complaints about: We cannot handle complaints about other independent integrity commissions or bodies, such as: If you are finding it hard to know who you should complain to, we canhelp you make a complaint. See Advocacy and Legal Services below. Please call us to discuss whether we can help resolve your complaint. 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. Community Housing Innovation Fund (CHIF) Find funding programs to help deliver social and affordable housing across NSW. 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. What if I need assistance to provide feedback? In these instances you will be kept updated on the progress of your complaint. refuges for women, children, men and families. Aboriginal initiatives under OCHRE such as: homelessness services for young people and adults. A contractor will contact you to make an appointment for an inspection and/or repair to take place. Repairs, modifications and maintenance to a property | Family If you are dissatisfied with a decision of a court or tribunal, you may enquire about your appeal options. If our response to your complaint is likely to be significantly delayed, we will let you know about the delay. The NSW Civil and Administrative Tribunal (NCAT) may also be a way for you to seek to resolve any disputes. Find out how we can help you find or keep your housing, how to apply for private rental assistance or social housing. You can ask someonesuch as a family member, friend, or community workerto help you or to submit the complaint form for you. We'll contact you within 2 weeks to give you an update on your complaint. Alternatively, you can contact your localDCJ Housing office. Justice Health and Forensic Mental Health Network. However Registry staff cannot give you legal advice or recommend what action you should take. 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 east. See our Accessibility page for further information. What matters are out of the Registrar's scope? DCJ Housing | Service NSW We promote awareness and understanding of the PID Act. However, we can look at how the Registrar of Community Housing deals with complaints about community housing providers. 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. They're also able to make decisions on the spot about what needs to be done. For information please see the During a Tenancy Policy. 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. First Home Buyer Choice. Requesting maintenance and reporting problems - Family & Community Services We cannot handle complaints about most private companies or small business, including: Contact Fair Trading or call Law Access NSW on 1300 888 529. However, we cannot handle complaints about decisions of local councils that involve: We also cannot amend or revoke development consents. Please call 1800 422 322 and press 2 (24 hours/day, 7 days/week, 365 days/year). If you need help with your complaint, see Get help making a complaint. Just let us know: We cannot provide you with legal advice. Contact us Includes general enquiries, crisis numbers, media, helplines and feedback. We cannot determine liability, order payment of compensation or change a decision made by NCAT. 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 the NSW Education Standards Authority (NESA). The Registrars role is to ensure that registered community housing providers comply with the National Regulatory Code.
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