Phone: (02) 9286 1000 Anonymous complaints will be registered and referred to the relevant area for review. If you are concerned that this could happen, please let us know. Types of Complaints Investigated by FHEO. We also provide additional support for people with a disability to make a complaint. We canhelp you make a complaint. Please call the Police Assistance Line first to report vandalism before calling the Maintenance Line. Sydney NSW 2000 How will you protect the privacy or confidentiality of my complaint? We can look at some maintenance complaints but we rarely intervene in decisions about maintenance because these decisions are largely based on technical or legal considerations. If the tenancy is under the management of a community housing provider then that organisation is the landlord and your contact for any complaint. To enquire about accommodation, please contact Housing NSW on 1800 422 322. 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. Can I appeal more than once? Noise complaints about tenants - lawaccess.nsw.gov.au 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. For a step-by-step guide to making a complaint, seeHow to make a complaint. 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. Forcomplaints aboutYouth Justice,please see theYouth Justice complaints process. Please call 1800 422 322 and press 2 (24 hours/day, 7 days/week, 365 days/year). You may wish to contact the Assisted Boarding Houses Team to provide comments, enquiries, complaints or feedback. 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. Contact us - Communities and Justice We handle complaints about most NSW government agencies, local councils, as well as some community services for children, young people and families. Community Services Enquiry, Feedback and Complaints Unit. 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. We cannot handle complaints about your employment or employer. Most DCJ offices are open Monday to Friday from 9am to 5pm. We listen and learn from the knowledge, strength and resilience of Stolen Generations Survivors, Aboriginal Elders and Aboriginal communities. guide the standard of behaviour for DCJ employees who are managing complaints. We cannot handle complaints about legal services or courts. Alternatively you may wish towrite to the relevant Minister. Also, the Registrar does not handle appeals from decisions by registered community housing providers relating to an individuals eligibility, priority or entitlement to housing. 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. 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. Information about NCATs power to resolve tenancy disputes relating to community housing is available here: NCAT - Social Housing. It takes about 15 minutes. Make a contracting complaint, allegation of misconduct, compliment or 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. We can finalise most complaints within 30 days. File a Complaint - Main Page | HUD.gov / U.S. Department of Housing and For more information, you canvisit the Justice Legal website or theInformation and Privacy Commission website. We are committed to the safety and wellbeing of children and young people and protecting them from risk of harm, abuse and neglect. We cannot handle complaints about NDIS providers (registered or unregistered). A range of private rental assistance products and services available to help clients. Toll free: 1800 451 524 (Australia wide) Requesting maintenance and reporting problems - Family & Community Services For a list of offices and contact numbers go to www.housing. One thing we consider when assessing your complaint is whether there is an alternative and satisfactory means of resolving it. Complainants who remain anonymous are not afforded feedback regarding the outcome of the investigation into the matter raised. State of New South Wales, February 2018This publication is released under a Creative Commons license CC BY 4.0. If a complaint is serious or complex, it may take longer. They're also able to make decisions on the spot about what needs to be done. 1. All parties must ensure that information is restricted to those who genuinely need to know. Contact the NDIS Quality and Safeguards Commission. 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. It is a criminal offence for anyone to take any action against you for making a complaint to us. We give free, confidential language services to clients who may needhousing information or help. We also cannot handle complaints about private health services and providers. Tenants are best contacting their tenancy manager of their housing provider. 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. 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. We can handle complaints about most NSW government agencies, including: For a step-by-step guide to making a complaint, see How to make a complaint. Your report is confidential and we treat it seriously. Part 1: What is unreasonable conduct by a complainant? DCJ Housing will encourage tenants to sort out their own problems with other tenants between themselves or through mediation. Resources for organisations delivering assistance with housing, supporting children and families and addressing domestic and family violence. For example, if you want to make a complaint about public housing, contact the Department of Communities and Justice (Housing NSW). 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. If this is the case, we will contact you to discuss the issue, before taking further action. 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. Courts and tribunals are separate from Government. Social housing is maintained by commercial contractors whose performance is regulated by the Land and Housing Corporation (LAHC). 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. You will need to give as many details as possible about the problem that needs repairing when you call. We will give you reasons for our decisions. See Advocacy and Legal Services below. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. Make sure you have a pen ready to write down the job reference number for your maintenance request. 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. The NSW Ombudsman is an independent integrity agency that holds NSW government agencies and certain non-government organisations accountable to the people of NSW. Home - NSW Ombudsman You may need to show this to us if your complaint is not resolved. We cannot handle complaints about financial services, including: Contact the Australian Financial Complaints Authority (AFCA). A contractor will contact you to make an appointment for an inspection and/or repair to take place. If you have a complaint about the administration of a NSW public sector agency, you cancontact the NSW Ombudsman. You can also complain to us directly if you dont feel safe making a complaint to the agency. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. 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: 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. Premier targets healthcare ahead of national cabinet - as it happened Housing and homelessness - Communities and Justice You can submit an appeal using the online appeal form located on the HAC website. If you are not satisfied with our response, please advise us and we will organise to carry out an internal review. You need to give them a chance to sort out any problems first. If you are outside of Australia, please click here for overseas phone numbers. Complaints about community housing providers should be made directly to the provider. a preset menu that will direct your enquiry to the service you need including. If you're an eligible first home buyer, you have the choice to pay an annual property tax instead of stamp duty. First Home Buyer Choice. You can find descriptions of your fair housing rights in several languages other than English here. Make sure you also include: While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. 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 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. 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. Tenants Advice and Advocacy Services provide free tenancy and legal advice and can advocate on your behalf. 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. about your disability, or what is your preferred language, and. please see our fact sheets in the top right of this webpage. Please refer to the Housing Trust Complaints Policy for more information. 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. If you need help contacting the agency, see Get help making a complaint. 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). 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. However, we cannot handle complaints about decisions of local councils that involve: We also cannot amend or revoke development consents. You can find the Review of Decisions form and the Appeals and reviewing decisions fact sheet on the website: www.housing.nsw.gov.au. Our customer complaints process explains how we manage feedback. The Attorney General and this Department do not have the power to overturn a decision of a court or tribunal. 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. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. Housing Offices (DCJ Housing) | Service NSW not telling you the outcome of your complaint. This function is given to the Registrar by section 10(1)(e) of the Community Housing Providers (Adoption of National Law) Act 2012 (NSW). For tenants - most issues related to transfer, disability modifications of dwellings, succession of tenancy, calculation of rental subsidy.
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