We cannot handle complaints about your employment or employer. Our customer complaints process explains how we manage feedback. One thing we consider when assessing your complaint is whether there is an alternative and satisfactory means of resolving it. Neighbours | Family & Community Services 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. tenants.org.au to find a service near you or call Law Access on 1300 888 529 for an appropriate referral. 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. promise to improve our policies, procedures or systems. You can also write to your local DCJ office. We cannot handle complaints about most private companies or small business, including: Contact Fair Trading or call Law Access NSW on 1300 888 529. Its website should have information about complaints or you can ask its staff about how to make a complaint. When you're ready, make your complaint online. Resources for organisations delivering assistance with housing, supporting children and families and addressing domestic and family violence. We promote awareness and understanding of the PID Act. You will need to give as many details as possible about the problem that needs repairing when you call. If you disagree with a decision by a community housing provider you may be able to appeal to the HAC or NCAT. 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. prioritising delayed actions or decisions. We can help you make a complaint. Make a contracting complaint, allegation of misconduct, compliment or Alternatively, you can contact your local DCJ Housing office launch. 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. 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. Talk about it Most issues can be resolved by talking it out with the other party. Housing and homelessness | Family & Community Services We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. 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. You dont have to tell us your name when you make a complaint. if you would like your complaint to be handled confidentially. writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. We can only handle complaints about Sydney Water and WaterNSW. They usually welcome you speaking up as it can help them to uncover a problem and improve their services. The NSW Ombudsman oversees the operation of the Public Interest Disclosures Act (PID Act) across the NSW public sector. Having trouble with unlawful development activity? 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. Alternatively, you can ask the NSW Ombudsman to review your complaint. 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. You will need to give the event number to Maintenance Line staff when you call to request a repair. When can I expect a response to my complaint? The NSW Civil and Administrative Tribunal (NCAT) may also be a way for you to seek to resolve any disputes. 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. Make sure you have a pen ready to write down the job reference number for your maintenance request. Sometimes we suggest what we think should happen to resolve your complaint. Your report is confidential and we treat it seriously. 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. 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. Phone:02 9716 3025and ask for an Assisted Boarding House Compliance Officer. The Department of Communities and Justice works with children, adults, families and communities to improve lives and help people realise their potential. Generally, we will provide an acknowledgement to your feedback within 3 business days and aresponse to your complaint within 21 business days of receipt. commence a formal maladministration investigation into your complaint. Find out how to make a complaint about custodial services. To enquire about accommodation, please contact Housing NSW on 1800 422 322. 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 law requires us to protect your personal information, and not to disclose it to another person or body except in certain circumstances. Service NSW is committed to providing excellent customer service. Understand what housing help you may be eligible for, including social housing and private rental assistance. We can also handle complaints about water services provided by local councils. writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. Please call the Police Assistance Line first to report vandalism before calling the Maintenance Line. Courts and tribunals are separate from Government. If possible, we will also give you an estimated timeframe for our response. We also have advice if you are having a problem with a neighbour. 4 Parramatta Square, 12 Darcy St, Parramatta, NSW 2150 Map. We'll also ask you to upload documents to support your complaint. For a list of offices and contact numbers go to www.housing. The Registrars role is to ensure that registered community housing providers comply with the National Regulatory Code. We'll contact you within 2 weeks to give you an update on your complaint. *The NSW Ombudsman generally expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. For further information. nsw.gov.au or ring 1300 HOUSING (1300 468 746). Part 1: What is unreasonable conduct by a complainant? We cannot handle complaints about child support. If you make a complaint to us and we can't handle your complaint, we'll tell you who can help. If you need help with your complaint, see Get help making a complaint. Contact the NSW Education Standards Authority (NESA). This page tells you about the role of the NSW Ombudsman in handling social housing complaints. Property maintenance issues and problems Text size If you live in public housing and you need to request maintenance, or report a problem, you can call the Housing Contact Centre Maintenance Line on 1800 422 322. 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. Housing Offices (DCJ Housing) | Service NSW Registry of Births, Deaths and Marriages. . Community Services Enquiry, Feedback and Complaints Unit. Contact the: We can handle employment complaints relating to public interest disclosures. These resources may help you when dealing with councils: For complaints about the general administrative conduct of councils, councillors and council staff, contact the Office of Local Government. contact information for other useful organisations. You can also complain to us directly if you dont feel safe making a complaint to the agency. Visit their website or call them to find out how to complain to them. Contact the Law Enforcement Conduct Commission. What if I am dissatisfied with the handling of my complaint? To find out how to get in contact directly with someone from one of the justicedivisions of the Department of Communities andJusticecontact us. Complaints & Appeals - Housing Trust If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. For example, if you want to make a complaint about public housing, contact the Department of Communities and Justice (Housing NSW). Can I appeal more than once? guide the standard of behaviour for DCJ employees who are managing complaints. However, it will be harder for us to assess and resolve your complaint if we dont know who you are. If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. The Ombudsman does not have power to make binding and enforceable decisions. We assess each complaint we receive and decide whether to take action on a case by case basis. Email:AssistedBoardingHouses@facs.nsw.gov.au. private universities for example, Australian Catholic University and University of Notre Dame. Contact us | Aboriginal Housing Office provide you with further explanation of a decision that has been made. This may include specific times and dates of the antisocial behaviour incident (s), whether NSW Police were contacted and the individuals involved. Alternatively, you can contact your localCommunity Services Centreto make a complaint. Common complaints include: feeling unsafe. How to contact DCJ Housing | Family & Community Services We can handle complaints about community services run or funded by the government. You can find descriptions of your fair housing rights in several languages other than English here. Only in the most serious cases will FACS consider applying to the NCAT to evict a tenant. The Department's commitment to effective complaints and feedback handling is documented in ourManaging Complaints and Feedback Policy (PDF, 341kb). You can choose to remain anonymous when you submit a complaint. We can finalise most complaints within 30 days. 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. a preset menu that will direct your enquiry to the service you need including. 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. How to make a complaint - NSW Ombudsman What matters are out of the Registrar's scope? If you need help contacting the agency, see Get help making a complaint. Please call us to discuss whether we can help resolve your complaint. Tenants will be referred to Community Justice Centres for assistance when required. 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. We give free, confidential language services to clients who may needhousing information or help. Sydney NSW 2000 If your complaint is referred to another agency we will notify you of this transfer. not telling you the outcome of your complaint. You can ask someonesuch as a family member, friend, or community workerto help you or to submit the complaint form for you. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. You can also call FACS or go to your local office for assistance. For complaints about alleged corrupt conduct of councillors or council staff, contact the Independent Commission Against Corruption (ICAC). 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The Registrars Guidelines for Managing Unreasonable Complainant Conduct may be enacted in these circumstances. You can complain to us about things like: You can call us for advice about whether your problem is something we can help with. Call the Maintenance Line with any maintenance requests 24 hours, 7 days, all year round. You can complain to FACS by: phoning: 1800 422 322 [press 2] emailing: feedback@facs.nsw.gov.au. We also provide additional support for people with a disability to make a complaint. 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). For more information, you canvisit the Justice Legal website or theInformation and Privacy Commission website. You can report any contracting matter or escalate a contracting complaint to the NSW Ombudsman. This may include appealing a FACS decision that you disagree with. This includes tenants, tenant advocates, and people who work with providers. Please refer to the Housing Trust Complaints Policy for more information. Contact us | NSW Land and Housing Corporation The AHO respects the right of our clients to complain if they receive poor service. 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. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. Repairs, modifications and maintenance to a property | Family Contact the NDIS Quality and Safeguards Commission. Read more about making a public interest disclosure (whistleblowing). If you are dissatisfied with a decision of a court or tribunal, you may enquire about your appeal options. eTendering - Transport for NSW (Roads and Maritime Projects) - Current corrupt conduct for example, fraud, dishonesty or misuse of information, serious maladministration for example, unreasonable, unjust or discriminatory conduct. DCJ Housing will encourage tenants to sort out their own problems with other tenants between themselves or through mediation. serious and substantial waste of public money. Lodge the Complaint Form to our Complaints Officer via email at complimentsandcomplaints@homeinplace.org or with your Tenancy Relations Officer. If you are deaf, or have a hearing impairment or speech impairment, contact us through theNational Relay Service. Alternatively, you can contact your localDCJ Housing office. Find out how we can help you find or keep your housing, how to apply for private rental assistance or social housing. Our priority is to respond to complaints within 20 business days unless it involves a complex matter or requires specialist investigation. 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. A contractor will contact you to make an appointment for an inspection and/or repair to take place. Our website uses an automatic service to translate our content into different languages. Our website provides a full list of our local DCJ office address and phone numbers under Contact Us. E-mail: customersupport@jaggaer.com. 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. You first need to appeal to FACS. If you are outside of Australia, please click here for overseas phone numbers. If FACS or the AHO has not complied with its obligations to carry out maintenance, NCAT can order it to do so. We cannot handle complaints about legal services or courts. Complaints we handle - NSW Ombudsman 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. We value your feedback on how we have handled complaints and communicated the outcomes to you. We will treat your complaint confidentially and seek your permission before telling the agency that we have received a complaint from you. Tenants will be referred to Community Justice Centres for assistance when required. Feedback and complaints about public housing | NT.GOV.AU We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. Tenants Advice and Advocacy Services provide free tenancy and legal advice and can advocate on your behalf. Select a department Select an agency. Search for Find DCJ Housing Offices at: www.dcj.nsw.gov.au. We cannot handle complaints about services managed by federal government agencies, including: We can handle most complaints about local councils in NSW. Department of Communities and Justice (DCJ). We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. Closed COVID-19 support programs statistics. The Registrar's office can only investigate complaints about community housing providers that are registered under the NRSCH or the NSW Local Scheme. All parties must ensure that information is restricted to those who genuinely need to know. 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. Alternatively, you can usethe FeedbackAssist widget(located to the right of the screen). Direct a complaint about a DCJ funded contract to the relevant DCJ contract manager. We also support people with disability and Aboriginal peoples, and have information in easy English and other languages. The NSW Ombudsman is an independent integrity agency that holds NSW government agencies and certain non-government organisations accountable to the people of NSW. Anonymous complaints are only investigated in special circumstances. 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 acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. Contact us - Communities and Justice 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. The Housing Appeals Committee only deals with appeals about property modifications relating to disability and special needs - Appealable Issues. Housing and property | Service NSW Having the job reference number will make it easier to make a follow up call to the Maintenance Line. 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. This includes: Read more about complaints about community services. An appeal can be made if you feel we have not followed . Complaints about community housing providers should be made directly to the provider. seek further evidence from you or the organisation about what has happened. 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. Complaints about social housing factsheet - opengov.nsw.gov.au 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). In NSW, government-owned and managed social housing is provided by the Department of Family and You should briefly state your concern, and tell us what happened. Updated on 22/03/2022. 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.
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