We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. 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. You can report fraud, misconduct or corruption through our feedback tab. 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. 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. Your rating will help us improve the website. DCJ Housing | Service NSW Our website provides a full list of our local DCJ office address and phone numbers under Contact Us. Having trouble with unlawful development activity? east. The Police Assistance Line will give you an event number for your report, make sure you write this down. GPO Box 7057 You can check if a provider is registered by searching the NRSCH National Provider Register or the NSW Local Scheme Provider Register. An appeal can be made if you feel we have not followed . To find out how to get in contact directly with someone from one of the justicedivisions of the Department of Communities andJusticecontact us. This page tells you about the role of the NSW Ombudsman in handling social housing complaints. Tenants are best contacting their tenancy manager of their housing provider. Your rating will help us improve the website. If our response to your complaint is likely to be significantly delayed, we will let you know about the delay. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. 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. The app lets you: check account balances and transactions such as rent, water and a Rentstart Bond Loan. If you require assistance with registering on Procurement Central, you may contact the Customer Support via below methods. Make sure you also include: While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. The NSW Government eTendering website lists upcoming, current and closed business opportunities that have been provided by agencies. a preset menu that will direct your enquiry to the service you need including. You should firstly contact the staff member you were dealing with, or the staff member's supervisor. 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. guide the standard of behaviour for DCJ employees who are managing complaints. Repairs, modifications and maintenance to a property | Family Alternatively, you can contact your localDCJ Housing office. 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. 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. If you are not happy with their response, find out how to lodge a complaint with the Housing Registrar on their website. We listen and learn from the knowledge, strength and resilience of Stolen Generations Survivors, Aboriginal Elders and Aboriginal communities. Alternatively, complaints may be lodged in person at any of our branches or over the phone. 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. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. tenants.org.au to find a service near you or call Law Access on 1300 888 529 for an appropriate referral. 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 promise to improve our policies, procedures or systems. A range of private rental assistance products and services available to help clients. 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 are being held in custody, and want to make a complaint about Youth Justice or Corrective Services, see Complaints about custodial services. However Registry staff cannot give you legal advice or recommend what action you should take. eTendering - NSW Department of Communities and Justice - Current Tender Complaints we handle - NSW Ombudsman Check complaints we handle to see a list of who can handle your complaint if we cant. 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. There are some services we cannot help you with for example, Centrelink, banks and legal services. See Appealing a decision by FACS below. Updated on 22/03/2022. The Registrar investigates all complaints about registered community housing providers to determine whether they are meeting their obligations under the National Regulatory Code. If you are concerned that this could happen, please let us know. 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. Search for Find DCJ Housing Offices at: www.dcj.nsw.gov.au. 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. Call the Maintenance Line with any maintenance requests 24 hours, 7 days, all year round. We will endeavour to respond to queries at the point of escalation and preferably within 72 hours. The Registrar of Community Housing is within the Ombudsmans jurisdiction. NSW Ombudsman* 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: Forcomplaints aboutYouth Justice,please see theYouth Justice complaints process. For more information on FaCS Housing NSW policies, see the Housing NSW website. You can also ask them to give reasons for the delay. This gives the agency a chance to fix the problem. We'll contact you within 2 weeks to give you an update on your complaint. If you need help contacting the agency, see Get help making a complaint. This includes tenants, tenant advocates, and people who work with providers. If you have a complaint about the administration of a NSW public sector agency, you cancontact the NSW Ombudsman. Email:AssistedBoardingHouses@facs.nsw.gov.au. What can I expect to achieve from making a complaint? This might be about detrimental actions taken against you after you made a disclosure. being bullied by other residents. Property maintenance issues and problems | Service NSW Tenants have a right to the peaceful enjoyment of their home and an obligation to abide by the conditions of their tenancy agreement. HAC is independent and can review FACSs decisions and recommend changes. 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. Please don't include personal or financial information here, DCJ Complaints and Feedback Management Policy. Appeals. We will treat your complaint confidentially and seek your permission before telling the agency that we have received a complaint from you. If you want us to handle your complaint confidentially within the Department, please let us know. Make your complaint online. 1800 422 322 Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. Although we wont be able to respond to your concerns, anonymous complaints can provide us with useful information that can lead to service improvements. 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. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. Please call us to discuss whether we can help resolve your complaint. You will need to give as many details as possible about the problem that needs repairing when you call. what you think should happen to resolve your complaint. If there is, we may suggest changes to policies or procedures. You dont have to tell us your name when you make a complaint. Toll free: 1800 451 524 (Australia wide) 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 ask someone such as a family member, friend, or community worker to help you or to submit the complaint form for you. You can still access up-to-date, reliable information on the existing Department of Justice websites. 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. Phone: (02) 9286 1000 update contact details, including emergency contacts. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. Read more about making a public interest disclosure (whistleblowing). 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). Making a complaint is free. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Family & Community Services, Update your circumstances on an approved application. It takes about 15 minutes. Phone: (02) 8836 0000 [email protected] First Floor - Suite 4, 47-49 Wingewarra Street, Dubbo NSW 2830 Complaints. You will be contacted by either the Customer Resolution Coordinator, the manager responsible for the service you complain about, or the managers delegate. 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 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). If you are not satisfied with our response, please advise us and we will organise to carry out an internal review. What matters are out of the Registrar's scope? We'll also ask you to upload documents to support your complaint. We review the information you give us and decide what action to take. The Judicial Commission of NSW receives complaints about judicial officers. Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. You should contact the NSW police if you are experiencing serious problems with a tenants behaviour. Your rating will help us improve the website. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Housing and homelessness. We are committed to the safety and wellbeing of children and young people and protecting them from risk of harm, abuse and neglect. 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 need to give them a chance to sort out any problems first. You can also help another person to make a complaint. You can complain to us about things like: You can call us for advice about whether your problem is something we can help with. Lodge the Complaint Form to our Complaints Officer via email at complimentsandcomplaints@homeinplace.org or with your Tenancy Relations Officer. If you are Aboriginal or Torres Strait Islander and wish to speak to an Aboriginal operator, just choose the relevant menu option (available Monday to Friday 9am 5pm). The Attorney General and this Department do not have the power to overturn a decision of a court or tribunal. Find out how to make a complaint about custodial services. When you're ready, make your complaint online. 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 you remain dissatisfied, you can appeal to the Housing Appeals Committee (HAC). This site also provides details of awarded contracts over $150,000 in value. 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. what happened after you contacted the agency. If you have a complaint that is serious or complex, it is generally best to put it in writing. 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. how you would like us to help you provide feedback or make a complaint. Housing Complaints, Appeals & Feedback: Home In Place It is a criminal offence for anyone to take any action against you for making a complaint to us. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. seek further evidence from you or the organisation about what has happened. 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. We also cannot handle complaints about private health services and providers. Includes Aboriginal people, families and communities, carers, disability and inclusion, seniors, youth, volunteering and advisory councils. We assess each complaint we receive and decide whether to take action on a case by case basis. We cannot handle complaints about your employment or employer. Your rating will help us improve the website. Service NSW is committed to providing excellent customer service. While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. For a list of offices and contact numbers go to www.housing. 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. Alternatively, consult the Funded Contract Management Framework page, Issues and complaints tab, for other ways to make a contracting complaint. *The NSW Ombudsman generally expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. Part 1: What is unreasonable conduct by a complainant? 2-24 Rawson Place Sydney NSW 2000 nswbuy@treasury.nsw.gov.au 1800 679 289 (International +61 2 . You can also help another person to make a complaint. Here youll find helpful information on becoming a DCJ Housing tenant and how to maintain your tenancy. Argiri Alisandratos, acting associate secretary of the Department of Families, Fairness and Housing, says he wants the child protections system to be led by Indigenous organisations: . We value your feedback on how we have handled complaints and communicated the outcomes to you. First Home Buyer Choice. When can I expect a response to my complaint? 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: However, we cannot handle complaints about decisions of local councils that involve: We also cannot amend or revoke development consents. Please refer to the Housing Trust Complaints Policy for more information. The grounds for complaint we can consider relate to: Enquiries and complaints can be made by telephone or in writing. Anonymous complaints are only investigated in special circumstances. Our priority is to respond to complaints within 20 business days unless it involves a complex matter or requires specialist investigation. You can also call FACS or go to your local office for assistance. 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 handle complaints about most NSW government departments and agencies, local councils in NSW and community service providers. See our Accessibility page for further information. If this is the case, we will contact you to discuss the issue, before taking further action. 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. We cannot handle complaints about NDIS providers (registered or unregistered). You can also write to your local DCJ office. 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. For example, letters or emails between you and the agency, photos or other documents. Housing Offices Coffs Harbour DCJ Housing You can submit an appeal using the online appeal form located on the HAC website. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. Registry staff in courts and tribunals can explain appeal procedures. Contact theHealth Care Complaints Commissioner. Housing and property | Service NSW In NSW, government-owned and managed social housing is provided by the Department of Family and Housing Offices (DCJ Housing) | Service NSW The Attorney General and this Department do not have the power to investigate the conduct of judicial officers, such as judges and magistrates. Premier targets healthcare ahead of national cabinet - as it happened refuges for women, children, men and families. Contact the Telecommunications Industry Ombudsman. Please call 1800 422 322 and press 2 (24 hours/day, 7 days/week, 365 days/year). 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. You may wish to contact the Assisted Boarding Houses Team to provide comments, enquiries, complaints or feedback. You may also consider seeking a referral of your complaint to mediation. Tenancy Hub Welcome to the DCJ Housing Tenancy Hub. They're also able to make decisions on the spot about what needs to be done. For further information. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. Feedback and complaints | Housing.vic.gov.au If you disagree with a decision by a community housing provider you may be able to appeal to the HAC or NCAT. How to contact DCJ Housing | Family & Community Services 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. For all tenant enquiries and complaints. Contact us Includes general enquiries, crisis numbers, media, helplines and feedback. Your feedback is important to us, whether you have a complaint, a suggestion or a compliment. You can also complain to us directly if you dont feel safe making a complaint to the agency. 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 What is your policy on complaints and feedback? Generally, as a first step you should contact the agency you want to complain about. HUD also provides a Spanish language version of the online housing complaint form. If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. Make sure you have a pen ready to write down the job reference number for your maintenance request. We promote awareness and understanding of the PID Act. Antisocial behaviour in public housing - Family & Community Services Housing and homelessness launch. Our website uses an automatic service to translate our content into different languages. Sometimes we suggest what we think should happen to resolve your complaint. Neighbours | Family & Community Services serious and substantial waste of public money. 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 work for the government (including local government), you can report serious wrongdoing in your workplace. 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.
Recover Brd Wallet, Articles D