This site also provides details of awarded contracts over $150,000 in value. 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. 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. Justice Health and Forensic Mental Health Network. Understand what housing help you may be eligible for, including social housing and private rental assistance. You can call us to discuss your particular case. Anonymous complaints are only investigated in special circumstances. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. what you think should happen to resolve your complaint. If you work for the NSW public sector, see Making a public interest disclosure. If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. The NSW Ombudsman is an independent integrity agency that holds NSW government agencies and certain non-government organisations accountable to the people of NSW. It could be a government agency, community service provider or a private company. Please don't include personal or financial information here, DCJ Complaints and Feedback Management Policy. We'll also ask you to upload documents to support your complaint. Tenancy Hub Welcome to the DCJ Housing Tenancy Hub. Types of Complaints Investigated by FHEO. Our priority is to respond to complaints within 20 business days unless it involves a complex matter or requires specialist investigation. Social housing Complaints about social housing Fact Sheet The term 'social housing' refers to accommodation services provided by government agencies, non-government community housing providers and government subsidised private rental. Find out how to make a complaint about custodial services. We will need all the evidence you have to assess your complaint. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. Find out how we can help you find or keep your housing, how to apply for private rental assistance or social housing. Community Services Enquiry, Feedback and Complaints Unit. If you're an eligible first home buyer, you have the choice to pay an annual property tax instead of stamp duty. Your rating will help us improve the website. State of New South Wales, February 2018This publication is released under a Creative Commons license CC BY 4.0. The Attorney General and this Department do not have the power to overturn a decision of a court or tribunal. For all other service providers, including Energy Australia, AGL and Origin, contact the Energy and Water Ombudsman NSW. promise to improve our policies, procedures or systems. HAC is independent and can review FACSs decisions and recommend changes. 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 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. Appeals. Informed by lessons of the past,Department of Communities and Justiceis improving how we work with Aboriginal people and communities. We'll contact you within 2 weeks to give you an update on your complaint. Its website should have information about complaints or you can ask its staff about how to make a complaint. What if I need assistance to provide feedback? Registry staff in courts and tribunals can explain appeal procedures. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. This includes tenants, tenant advocates, and people who work with providers. We also provide additional support for people with a disability to make a complaint. Service NSW is committed to providing excellent customer service. The Registrar investigates all complaints about registered community housing providers to determine whether they are meeting their obligations under the National Regulatory Code. For example, letters or emails between you and the agency, photos or other documents. Department of Communities and Justice (DCJ). We are committed to the safety and wellbeing of children and young people and protecting them from risk of harm, abuse and neglect. 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. The Registrar has a staff member designated for receiving and documenting all information, enquiries and complaints received, Information, enquiries and complaints can be provided verbally or in writing, Verbal complaints are written down by the staff member taking them, Written complaints are responded to as soon as possible, Complainants may get an advocate to help them when making a complaint, All complaints about community housing providers made to the Registrar's office are assessed and actioned accordingly, If the information or complaint falls outside the Registrar's jurisdiction, an appropriate referral will be made. Social housing-related complaint Housing Contact Centre (client feedback option) 1800 422 322 launch (9.00am to 4.30pm Monday to Friday) feedback@facs.nsw.gov.au launch Post: Client Feedback Unit, Locked Bag 7150, Liverpool BC 1871. You can also complain to the AHO directly by contacting one of their offices or by visiting their . . A range of private rental assistance products and services available to help clients. 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. not telling you the outcome of your complaint. Just let us know: We cannot provide you with legal advice. You can call us for advice about whether your issue is something we can help with. We review the information you give us and decide what action to take. You may need to show this to us if your complaint is not resolved. Make sure you also include: While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. All parties must ensure that information is restricted to those who genuinely need to know. 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: 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 child support. If there is, we may suggest changes to policies or procedures. Depending on the circumstances, outcomes might include: We also consider whether there is a larger problem that may be affecting other people as well as you. writing to: FACS Client Feedback Service, Locked Bag 7150, Liverpool BC, NSW 1871. While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. Updated on 22/03/2022. If our response to your complaint is likely to be significantly delayed, we will let you know about the delay. If you are in Australia please call: 02 8074 8627. 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. An online form is available where the provider is registered under the NRSCH. You will be asked to provide details of the damage and when it happened. These types of complaints are called public interest disclosures and include: You can report serious wrongdoing to the person responsible for dealing with public interest disclosures in your agency. If you want us to handle your complaint confidentially within the Department, please let us know. For a step-by-step guide to making a complaint, seeHow to make a complaint. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. Alternatively, you can contact your localCommunity Services Centreto make a complaint. You can report fraud, misconduct or corruption through our feedback tab. being bullied by other residents. Keep a copy of emails or letters between you and the agency. For a step-by-step guide to making a complaint, seeHow to make a complaint. If possible, we will also give you an estimated timeframe for our response. We cannot handle complaints about legal services or courts. universities based in other states or countries for example, University of Tasmania. Registry of Births, Deaths and Marriages. Housing Offices Coffs Harbour DCJ Housing Your rating will help us improve the website. If you are concerned about the manner in which DCJ has handled your personal or health information under thePrivacy and Personal Information Protection Act 1998(NSW) and or theHealth Records and Information Privacy Act 2002 (NSW), you may contact the Open Government, Information and Privacy Unit atprivacy@dcj.nsw.gov.auor alternatively by telephone on(02) 9716 2662. If you remain dissatisfied, you can appeal to the Housing Appeals Committee (HAC). We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. make payments to accounts. When you're ready, make your complaint online. 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. 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 Department of Communities and Justice works with children, adults, families and communities to improve lives and help people realise their potential. Western Region. Sometimes we suggest what we think should happen to resolve your complaint. This may include specific times and dates of the antisocial behaviour incident (s), whether NSW Police were contacted and the individuals involved. Alternatively, consult the Funded Contract Management Framework page, Issues and complaints tab, for other ways to make a contracting complaint. A community housing organisation, housing association or housing provider: you need to contact them directly. You can do this by contacting the person you have been dealing with and making this request. 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 Independent Commission Against Corruption (ICAC) (contact the, Law Enforcement Conduct Commission (contact the. NSW Ombudsman* The MyHousing mobile app, from the Department of Communities and Justice (DCJ), helps you access your housing information using a smartphone. First Home Buyer Choice. More information is available on the Commission's website atwww.judcom.nsw.gov.au. It takes about 15 minutes. . U.S. Department of Housing and Urban Development 451 7th Street, S.W., Washington, DC 20410 T: 202-708-1112 Part 1: What is unreasonable conduct by a complainant? 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. 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. You can also call FACS or go to your local office for assistance. We assess each complaint we receive and decide whether to take action on a case by case basis. You will need to give the event number to Maintenance Line staff when you call to request a repair. Toll free: 1800 451 524 (Australia wide) Search for Find DCJ Housing Offices at: www.dcj.nsw.gov.au. For complaints about alleged corrupt conduct of councillors or council staff, contact the Independent Commission Against Corruption (ICAC). 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. If you require assistance with registering on Procurement Central, you may contact the Customer Support via below methods. We will endeavour to respond to queries at the point of escalation and preferably within 72 hours. This is dealt with under Residential Tenancies Legislation by the NSW Civil and Administrative Tribunal (NCAT) formerly known as CTTT. If you are still not satisfied you may wish to contact: Chief Executive Officer, Service NSW Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Rights and responsibilities. However, it will be harder for us to assess and resolve your complaint if we dont know who you are. The NSW Ombudsman oversees the operation of the Public Interest Disclosures Act (PID Act) across the NSW public sector. Any complaint we receive regarding another government agency will either be forwarded to that agency for their action and response or resolved directly by Service NSW. This includes: Read more about complaints about community services. If you are dissatisfied with a decision of a court or tribunal, you may enquire about your appeal options. For general enquiries, call DCJ Housing Contact Centre on 1800 422 322. Talk about it Most issues can be resolved by talking it out with the other party. Once yousubmit your complaint, we'll email you a copy of it. 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 value all feedback, because it helps us improve our services. guide the standard of behaviour for DCJ employees who are managing complaints. We can make inquiries with an agency if we consider there may be maladministration. You can seek legal advice about applying to NCAT for an order. 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 . Information about NCATs power to resolve tenancy disputes relating to community housing is available here: NCAT - Social Housing. Make sure you have a pen ready to write down the job reference number for your maintenance request. seek further evidence from you or the organisation about what has happened. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. Resources for organisations delivering assistance with housing, supporting children and families and addressing domestic and family violence. For more information on theCommunity Services Enquiry, Feedback and Complaints Unit or how to make a complaint, please visit the Child protection complaint handling page. If there is a more appropriate way for you to resolve your complaint we may expect you to take the action we suggest. 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. Alternatively, you can ask the NSW Ombudsman to review your complaint. Common complaints include: feeling unsafe. Enquiries and complaints can be made by telephone or in writing. Your rating will help us improve the website. The Ombudsman does not have power to make binding and enforceable decisions. 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. You can find descriptions of your fair housing rights in several languages other than English here. prioritising delayed actions or decisions. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. Your complaint will then be escalated internally to an appropriate person for review and response. 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. Alternatively, you can usethe FeedbackAssist widget(located to the right of the screen). You can ask someonesuch as a family member, friend, or community workerto help you or to submit the complaint form for you. Only in the most serious cases will FACS consider applying to the NCAT to evict a tenant. The Registrars Guidelines for Managing Unreasonable Complainant Conduct may be enacted in these circumstances. 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). Includes Aboriginal people, families and communities, carers, disability and inclusion, seniors, youth, volunteering and advisory councils. 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 on1800 422 322. 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. 4 Parramatta Square, 12 Darcy St, Parramatta, NSW 2150 Map. Open all What can you give feedback or complain about Antisocial behaviour complaints Other complaints Positive feedback Last updated: 22 September 2020 TheDCJ Complaints and Feedback Management Policyaims to: Housing Contact Centre(client feedback option). 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). 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. 1800 422 322(9.00am to 4.30pm Monday to Friday)feedback@facs.nsw.gov.auPost:Client Feedback Unit, Locked Bag 7150, Liverpool BC 1871. However, we cannot handle complaints about decisions of local councils that involve: We also cannot amend or revoke development consents. This function is given to the Registrar by section 10(1)(e) of the Community Housing Providers (Adoption of National Law) Act 2012 (NSW). 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 Tenants will be referred to Community Justice Centres for assistance when required. However, we can look at how the Registrar of Community Housing deals with complaints about community housing providers. Please call 1800 422 322 and press 2 (24 hours/day, 7 days/week, 365 days/year). In addition, since mediation is voluntary, the business centre about which you are complaining will need to agree to entering into mediation. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. Once you are contacted, the person will try to resolve your complaint, or alternatively, you will be provided that persons contact details so you can check on the progress of your complaint if it requires further investigation or input from another agency/person. If you're not happy with our decision or the way we handled your complaint, seeComplaints about the NSW Ombudsman. For a list of offices and contact numbers go to www.housing. The way we collect, store and use any of your personal information is regulated by law. See Appealing a decision by FACS below. private correctional centres for example, Junee, Parklea and Clarence. 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 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. Enter a postcode, suburb, town, or address to find a local housing office near you. Alternatively you may wish towrite to the relevant Minister. Further information regarding the privacy of your information can be viewed on the Privacy page. You will need their permission to do this. Read more aboutwhat we do with your complaint. 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. Read more about making a public interest disclosure (whistleblowing). Community Housing Innovation Fund (CHIF) Find funding programs to help deliver social and affordable housing across NSW. Family & Community Services on facebook opens in new window, Family & Community Services on twitter opens in new window, Family & Community Services on youtube opens in new window, Family & Community Services on linkedin opens in new window, IPART review of social and affordable housing rent models, Centralised Gas Hot Water Service Reimbursement Scheme Fact Sheet, Education and training initiatives for social housing clients, Priority housing: child protection caseworker factsheet, Rentstart: information for landlords and agents, Why you should not leave the Rent Deduction Scheme, Keeping your home cool in summer factsheet, Priority Housing for Stolen Generations Survivors, Priority Housing for clients who have experienced institutional child sexual abuse, Fire & Rescue NSW: fire safety in high rise buildings, Fire & Rescue NSW: home fire safety checklist, Fire & Rescue NSW: home fire escape plan checklist, Write to us: Locked Bag 4001, Ashfield BC 1800, Instructions about how to give us your feedback. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. We handle complaints about most NSW government agencies, local councils, as well as some community services for children, young people and families. For example, if you want to make a complaint about public housing, contact the Department of Communities and Justice (Housing NSW). Forcomplaints aboutYouth Justice,please see theYouth Justice complaints process. Registrar of Community HousingPO Box 2236Burwood North NSW 2134, Information sheet for complainants PDF, 34.67 KB. please see our fact sheets in the top right of this webpage.
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