Most DCJ offices are open Monday to Friday from 9am to 5pm. This site also provides details of awarded contracts over $150,000 in value. 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. You can phone or visit any of our local DCJ offices. If you are deaf, or have a hearing impairment or speech impairment, contact us through theNational Relay Service. Complaints about an organisation funded by DCJ to provide services on its behalf, in relation to accessing a service, service delivery, or the organisations management practices can be made directly to the organisation in question, or to DCJ via theDCJ Your Feedbackwidget. The NSW Ombudsman oversees the operation of the Public Interest Disclosures Act (PID Act) across the NSW public sector. TheDCJ Complaints and Feedback Management Policyaims to: Housing Contact Centre(client feedback option). Talk about it Most issues can be resolved by talking it out with the other party. Find out how to make a complaint about custodial services. 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. 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 contact us by phone we will endeavour to transfer your call to the relevant agency, or provide you with that agency's contact details. Closed COVID-19 support programs statistics. 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. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. You should firstly contact the staff member you were dealing with, or the staff member's supervisor. However, if the matter is urgent you can call the Ombudsman first to talk about the best thing to do. The NSW Civil and Administrative Tribunal (NCAT) may also be a way for you to seek to resolve any disputes. Complaints about community housing providers should be made directly to the provider. 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. 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 You can also help another person to make a complaint. There are some services we cannot help you with for example, Centrelink, banks and legal services. If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. 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. If you make a complaint to us and we can't handle your complaint, we'll tell you who can help. Also, the Registrar does not handle appeals from decisions by registered community housing providers relating to an individuals eligibility, priority or entitlement to housing. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. If you are seeking any of these outcomes, you can seek legal advice. If you remain dissatisfied, you can appeal to the Housing Appeals Committee (HAC). For complaints about private health insurance, contact the Commonwealth Ombudsman. writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. 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. 1800 422 322 Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. nsw.gov.au or ring 1300 HOUSING (1300 468 746). 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. For tenants - most issues related to transfer, disability modifications of dwellings, succession of tenancy, calculation of rental subsidy. 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. An online form is available where the provider is registered under the NRSCH. This includes tenants, tenant advocates, and people who work with providers. Your rating will help us improve the website. 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 They should have a complaint process for you to follow. An appeal can be made if you feel we have not followed . We'll also ask you to upload documents to support your complaint. 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. We cannot handle complaints about legal services or courts. Read more about making a public interest disclosure (whistleblowing). 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. You can accessour apology to the Stolen Generations. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. For a list of offices and contact numbers go to www.housing. 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. Enquiries and complaints can be made by telephone or in writing. Contact us Includes general enquiries, crisis numbers, media, helplines and feedback. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. If this is the case, we will contact you to discuss the issue, before taking further action. We are committed to the safety and wellbeing of children and young people and protecting them from risk of harm, abuse and neglect. 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. You need to give them a chance to sort out any problems first. Go to www. You can also call FACS or go to your local office for assistance. If there is a more appropriate way for you to resolve your complaint we may expect you to take the action we suggest. 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. You can complain to us about things like: You can call us for advice about whether your problem is something we can help with. *The NSW Ombudsman generally expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. serious and substantial waste of public money. The Registrars role is to ensure that registered community housing providers comply with the National Regulatory Code. What if I am dissatisfied with the handling of my complaint? We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. Email:AssistedBoardingHouses@facs.nsw.gov.au. This might be about detrimental actions taken against you after you made a disclosure. Our customer complaints process explains how we manage feedback. Its website should have information about complaints or you can ask its staff about how to make a complaint. We will use your rating to help improve the site. When you're ready, make your complaint online. Community Services Enquiry, Feedback and Complaints Unit. 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. For a step-by-step guide to making a complaint, see How . If there is, we may suggest changes to policies or procedures. 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. The term social housing refers to accommodation services provided by government agencies, non-government community housing providers and government subsidised private rental. Here youll find helpful information on becoming a DCJ Housing tenant and how to maintain your tenancy. You will need to give as many details as possible about the problem that needs repairing when you call. In NSW, government-owned and managed social housing is provided by the Department of Family and Community Services (FACS), including the Aboriginal Housing Office (AHO). what happens after you've made a complaint. If you're not happy with our decision or the way we handled your complaint, seeComplaints about the NSW Ombudsman. For further information. 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). DCJ Housing will investigate complaints against tenants where there is an alleged breach of the tenancy agreement. If your complaint is referred to another agency we will notify you of this transfer. 2-24 Rawson Place Sydney NSW 2000 nswbuy@treasury.nsw.gov.au 1800 679 289 (International +61 2 . See our Accessibility page for further information. We usually expect you to contact the agency with your complaint, before you make a complaint to us. What if I need assistance to provide feedback? If you want us to handle your complaint confidentially within the Department, please let us know. 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), Public interest disclosures (whistleblowing), Children, young people and family services. You can ask someonesuch as a family member, friend, or community workerto help you or to submit the complaint form for 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. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. how you would like us to help you provide feedback or make a complaint. You can check if a provider is registered by searching the NRSCH National Provider Register or the NSW Local Scheme Provider Register. The following list of links that will help you find the right place to make a complaint. State of New South Wales, February 2018This publication is released under a Creative Commons license CC BY 4.0. 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. We will need all the evidence you have to assess your complaint. Our priority is to respond to complaints within 20 business days unless it involves a complex matter or requires specialist investigation. The Judicial Commission of NSW receives complaints about judicial officers. We assess each complaint we receive and decide whether to take action on a case by case basis. Service NSW is committed to providing excellent customer service. 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. Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. You can complain to FACS by: phoning: 1800 422 322 [press 2] emailing: feedback@facs.nsw.gov.au. 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. Urgent help phone numbers Domestic Violence Line 1800 656 463 Link2home Homelessness 1800 152 152 Link2Home Veterans and Ex-Service 1800 326 989 Child Protection Helpline 13 2111 Quick access Apply for housing assistance Apply for Rentstart Bond Loan Update your circumstances on an approved application Expected waiting times eRepair 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. It could be a government agency, community service provider or a private company. What can I expect to achieve from making a complaint? Our website uses an automatic service to translate our content into different languages. a preset menu that will direct your enquiry to the service you need including. You can report any contracting matter or escalate a contracting complaint to the NSW Ombudsman. You will need to give the event number to Maintenance Line staff when you call to request a repair. 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: In NSW, government-owned and managed social housing is provided by the Department of Family and If you work for the government (including local government), you can report serious wrongdoing in your workplace. 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). An important function of the Registrar of Community Housing is to investigate complaints and other matters in respect of community housing providers that are registered under the National Regulatory System for Community Housing (NRSCH) or the NSW Local Scheme. If you are dissatisfied with a decision of a court or tribunal, you may enquire about your appeal options. It is a criminal offence for anyone to take any action against you for making a complaint to us. We cannot handle complaints about phone and internet companies for example, Telstra, Vodafone and Optus. 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. For information please see the During a Tenancy Policy. You can ask someone such as a family member, friend, or community worker to help you or to submit the complaint form for you. Your rating will help us improve the website. Aboriginal initiatives under OCHRE such as: homelessness services for young people and adults. private correctional centres for example, Junee, Parklea and Clarence. If we can handle your complaint, continue to Step 3. We will treat your complaint confidentially and seek your permission before telling the agency that we have received a complaint from you. not telling you the outcome of your complaint. Your rating will help us improve the website. 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. We cannot handle complaints about child support. You should contact the NSW police if you are experiencing serious problems with a tenants behaviour. 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. Alternatively, complaints may be lodged in person at any of our branches or over the phone. Alternatively you may wish towrite to the relevant Minister. They usually welcome you speaking up as it can help them to uncover a problem and improve their services. 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. 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. 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. We handle complaints about most NSW government departments and agencies, local councils in NSW and community service providers. If they are unable to sort out the problem, you can complain to FACS. 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. . For general enquiries, call DCJ Housing Contact Centre on 1800 422 322. You can seek legal advice about applying to NCAT for an order. Enter a postcode, suburb, town, or address to find a local housing office near you. Keep a copy of emails or letters between you and the agency. Contact the NDIS Quality and Safeguards Commission. E-mail: customersupport@jaggaer.com. You can also ask them to give reasons for the delay. You can call us to discuss your particular case. Alternatively, you can contact your localDCJ Housing office. If the complaints are substantiated, tenants will be given the opportunity to change nuisance and annoying behaviour. 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. Lodge the Complaint Form to our Complaints Officer via email at complimentsandcomplaints@homeinplace.org or with your Tenancy Relations Officer. Sometimes we suggest what we think should happen to resolve your complaint. 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. Registrar of Community HousingPO Box 2236Burwood North NSW 2134, Information sheet for complainants PDF, 34.67 KB. 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. We also have advice if you are having a problem with a neighbour. Contact theHealth Care Complaints Commissioner. You will be contacted by either the Customer Resolution Coordinator, the manager responsible for the service you complain about, or the managers delegate. You may also consider seeking a referral of your complaint to mediation. The AHO respects the right of our clients to complain if they receive poor service. Understand what housing help you may be eligible for, including social housing and private rental assistance. We'll contact you within 2 weeks to give you an update on your complaint. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. 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. Contact the Telecommunications Industry Ombudsman. Information and Privacy Commission website, Managing Complaints and Feedback Policy (PDF, 341kb), set out the principles and objectives in complaints handling which reflect our commitment to managing complaints promptly, fairly and effectively, ensure that complaints and feedback received are being managed in line with these complaints handling principles and objectives, and. 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. For all tenant enquiries and complaints. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Housing and homelessness. Your report is confidential and we treat it seriously. You will need to give as many details as possible about the problem that needs repairing when you call. These translations should be used as a guide only. The NSW Government eTendering website lists upcoming, current and closed business opportunities that have been provided by agencies. See Appealing a decision by FACS below. 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. Anonymous complaints are only investigated in special circumstances. 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 When can I expect a response to my complaint? Your rating will help us improve the website. 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. We cannot handle complaints about services managed by federal government agencies, including: We can handle most complaints about local councils in NSW. The grounds for complaint we can consider relate to: Anonymous complaints will be registered and referred to the relevant area for review. Information about NCATs power to resolve tenancy disputes relating to community housing is available here: NCAT - Social Housing. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. Western Region. 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.

Fort Bend County Elections 2022, Dog Names That Go With Bailey, Luigi's Mansion 3 Do Achievements Carry Over, German Shepherd Male Import Dogs For Sale, Fort Carson On Post Housing Waiting List, Articles D