department of housing complaints nsw department of housing complaints nsw
You can find the Review of Decisions form and the Appeals and reviewing decisions fact sheet on the website: www.housing.nsw.gov.au. If there is, we may suggest changes to policies or procedures. An online form is available where the provider is registered under the NRSCH. If you have a disability, or if you do not understand English well, we can assist you with providing feedback or making a complaint. 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. For all tenant enquiries and complaints. When can I expect a response to my complaint? private correctional centres for example, Junee, Parklea and Clarence. If you work for the NSW public sector, see Making a public interest disclosure. You should briefly state your concern, and tell us what happened. You can submit a complaint or provide feedback by using one of the following methods: Service NSW is committed to providing excellent customer service and every attempt is made to deal with complaints on the spot, however, if you would like to submit a complaint we would like to assure you that we will act in an open and honest manner, and within clear timeframes. We will need all the evidence you have to assess your complaint. This is dealt with under Residential Tenancies Legislation by the NSW Civil and Administrative Tribunal (NCAT) formerly known as CTTT. You should contact the NSW police if you are experiencing serious problems with a tenants behaviour. We will endeavour to respond to queries at the point of escalation and preferably within 72 hours. Toll free: 1800 451 524 (Australia wide) However, your complaint about a decision might include a matter that we can assist you with. Contact the Commonwealth Ombudsman. You can also complain to us directly if you dont feel safe making a complaint to the agency. Tenants are best contacting their tenancy manager of their housing provider. If this is the case, we will contact you to discuss the issue, before taking further action. They usually welcome you speaking up as it can help them to uncover a problem and improve their services. You can also help another person to make a complaint. 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. 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. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. This function is given to the Registrar by section 10(1)(e) of the Community Housing Providers (Adoption of National Law) Act 2012 (NSW). Enquiries and complaints can be made by telephone or in writing. 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: State of New South Wales, February 2018This publication is released under a Creative Commons license CC BY 4.0. Complaints about social housing factsheet - opengov.nsw.gov.au Tenants will be referred to Community Justice Centres for assistance when required. 2-24 Rawson Place Sydney NSW 2000 nswbuy@treasury.nsw.gov.au 1800 679 289 (International +61 2 . 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. Complainants who remain anonymous are not afforded feedback regarding the outcome of the investigation into the matter raised. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. Contact the Telecommunications Industry Ombudsman. 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. Community Services Enquiry, Feedback and Complaints Unit. Housing Appeals Committee - Frequently Asked Questions 4 Parramatta Square, 12 Darcy St, Parramatta, NSW 2150 Map. We usually expect you to contact the agency with your complaint, before you make a complaint to us. Tenancy Hub Welcome to the DCJ Housing Tenancy Hub. While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. 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 You will need to give as many details as possible about the problem that needs repairing when you call. A community housing organisation, housing association or housing provider: you need to contact them directly. We also support people with disability and Aboriginal peoples, and have information in easy English and other languages. 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. If you're an eligible first home buyer, you have the choice to pay an annual property tax instead of stamp duty. For all other complaints, please see the following information. If you are not satisfied with our response, please advise us and we will organise to carry out an internal review. You can seek legal advice about applying to NCAT for an order. Your rating will help us improve the website. how you would like us to help you provide feedback or make a complaint. Generally, we will provide an acknowledgement to your feedback within 3 business days and aresponse to your complaint within 21 business days of receipt. However Registry staff cannot give you legal advice or recommend what action you should take. 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. 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 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. If you are still not satisfied you may wish to contact: Chief Executive Officer, Service NSW If you are deaf, or have a hearing impairment or speech impairment, contact us through theNational Relay Service. These translations should be used as a guide only. 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. Can I appeal more than once? If you work for the government (including local government), you can report serious wrongdoing in your workplace. Child Protection Helpline - 13 21 11 Disaster Welfare Assistance Line - 1800 018 444 Link2Home Homelessness - 1800 152 152 Domestic Violence Line - 1800 656 463 Services and support General enquiries If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. For complaints about alleged corrupt conduct of councillors or council staff, contact the Independent Commission Against Corruption (ICAC). 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. 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 you are seeking any of these outcomes, you can seek legal advice. 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 . Its website should have information about complaints or you can ask its staff about how to make a complaint. corrupt conduct for example, fraud, dishonesty or misuse of information, serious maladministration for example, unreasonable, unjust or discriminatory conduct. Justice Health and Forensic Mental Health Network. writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. Appeals. Your rating will help us improve the website. For example, letters or emails between you and the agency, photos or other documents. 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. 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. An appeal can be made if you feel we have not followed . Service providers can make contracting complaints to DCJ about DCJ or about the services or management practices of an organisation funded by DCJ. HAC is independent and can review FACSs decisions and recommend changes. Includes Aboriginal people, families and communities, carers, disability and inclusion, seniors, youth, volunteering and advisory councils. You can complain to us about things like: You can call us for advice about whether your problem is something we can help with. If you're not happy with our decision or the way we handled your complaint, seeComplaints about the NSW Ombudsman. You can ask someonesuch as a family member, friend, or community workerto help you or to submit the complaint form for you. Housing Complaints, Appeals & Feedback: Home In Place please see our fact sheets in the top right of this webpage. If you need help contacting the agency, see Get help making a complaint. You will need their permission to do this. Alternatively, consult the Funded Contract Management Framework page, Issues and complaints tab, for other ways to make a contracting complaint. Enquiries and complaints can be made by telephone or in writing. Community Housing Innovation Fund (CHIF) Find funding programs to help deliver social and affordable housing across NSW. We value your feedback on how we have handled complaints and communicated the outcomes to you. 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. eTendering - NSW Department of Communities and Justice - Current Tender Here youll find helpful information on becoming a DCJ Housing tenant and how to maintain your tenancy. You can still access up-to-date, reliable information on the existing Department of Justice websites. Alternatively, you can contact your localCommunity Services Centreto make a complaint. Please call 1800 422 322 and press 2 (24 hours/day, 7 days/week, 365 days/year). 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. We promote awareness and understanding of the PID Act. GPO Box 7057 Contact us - Communities and Justice If we can handle your complaint, continue to Step 3. For information please see the During a Tenancy 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, Changes to your tenancy: tenant factsheet, Privacy and personal information notification. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. refuges for women, children, men and families. The Attorney General and this Department do not have the power to overturn a decision of a court or tribunal. child protection services. Having trouble with unlawful development activity? You can find the address on our website. The Attorney General and this Department do not have the power to investigate the conduct of judicial officers, such as judges and magistrates. 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. 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. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. If you disagree with a decision by a community housing provider you may be able to appeal to the HAC or NCAT. Our website provides a full list of our local DCJ office address and phone numbers under Contact Us. Updated on 22/03/2022. FACS can only take action against a tenant if there is good evidence their behaviour may be in breach of their residential tenancy agreement. Make a contracting complaint, allegation of misconduct, compliment or Email:AssistedBoardingHouses@facs.nsw.gov.au. Also, the Registrar does not handle appeals from decisions by registered community housing providers relating to an individuals eligibility, priority or entitlement to housing. How to make a complaint - NSW Ombudsman Please call the Police Assistance Line first to report vandalism before calling the Maintenance Line. DCJ Housing will investigate complaints against tenants where there is an alleged breach of the tenancy agreement. 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. Housing and homelessness launch. Informed by lessons of the past,Department of Communities and Justiceis improving how we work with Aboriginal people and communities. 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. If you require assistance with registering on Procurement Central, you may contact the Customer Support via below methods. In these instances you will be kept updated on the progress of your complaint. Call 1300 652 488 to arrange a translator to speak in the language you need. Part 1: What is unreasonable conduct by a complainant? Make sure you also include: While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. The term social housing refers to accommodation services provided by government agencies, non-government community housing providers and government subsidised private rental. You can do this by contacting the person you have been dealing with and making this request. HUD also provides a Spanish language version of the online housing complaint form. You can accessour apology to the Stolen Generations. You will be asked to provide details of the damage and when it happened. 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. In addition, since mediation is voluntary, the business centre about which you are complaining will need to agree to entering into mediation. Tenants have a right to the peaceful enjoyment of their home and an obligation to abide by the conditions of their tenancy agreement. A range of private rental assistance products and services available to help clients. Your report is confidential and we treat it seriously. *The NSW Ombudsman generally expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. The Registrars Guidelines for Managing Unreasonable Complainant Conduct may be enacted in these circumstances. You need to give them a chance to sort out any problems first. We also cannot handle complaints about private health services and providers. Customer complaints | Service NSW east. The NSW Government eTendering website lists upcoming, current and closed business opportunities that have been provided by agencies. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. 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: Types of Complaints Investigated by FHEO. prioritising delayed actions or decisions. provide you with further explanation of a decision that has been made. How to contact DCJ Housing | Family & Community Services 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. How will you protect the privacy or confidentiality of my complaint? You should firstly contact the staff member you were dealing with, or the staff member's supervisor. 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. Feedback and complaints - Communities and Justice writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. Most DCJ offices are open Monday to Friday from 9am to 5pm. Complaints and notifications are an important source of information and intelligence for the Registrar. Keep a copy of emails or letters between you and the agency. 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. One thing we consider when assessing your complaint is whether there is an alternative and satisfactory means of resolving it. Refer to our FAQ sheet, Complaints about other public sector agencies for information about the role of the NSW Ombudsman, information about the complaint handling process and how to make a complaint online. 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. For more information on FaCS Housing NSW policies, see the Housing NSW website. The Registrar's office can only investigate complaints about community housing providers that are registered under the NRSCH or the NSW Local Scheme. There are some services we cannot help you with for example, Centrelink, banks and legal services. 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. promise to improve our policies, procedures or systems. We handle complaints about most NSW government agencies, local councils, as well as some community services for children, young people and families. 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. Please don't include personal or financial information here, DCJ Complaints and Feedback Management Policy. This page tells you about the role of the NSW Ombudsman in handling social housing complaints. However, we may be able to help you if an LAHC contractor maintains the property you are renting or the provider is a Specialist Homelessness Service (SHS). 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. We also provide additional support for people with a disability to make a complaint. 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. Having trouble with your rates and charges? being bullied by other residents.
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