department of housing complaints nsw

If you are dissatisfied with a decision of a court or tribunal, you may enquire about your appeal options. You may need to show this to us if your complaint is not resolved. If you need help contacting the agency, see Get help making a complaint. This might be about detrimental actions taken against you after you made a disclosure. In addition, since mediation is voluntary, the business centre about which you are complaining will need to agree to entering into mediation. 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: We also support people with disability and Aboriginal peoples, and have information in easy English and other languages. 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. We can also handle complaints about water services provided by local councils. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. Independent Commission Against Corruption (ICAC) (contact the, Law Enforcement Conduct Commission (contact the. Having trouble with unlawful development activity? 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. Please note, the Registrar does not provide accommodation and is unable to assist with accommodation requests. 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. 1800 422 322 Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. Resources for organisations delivering assistance with housing, supporting children and families and addressing domestic and family violence. However, if you find it hard to work out how you can make a complaint to the agency, you can contact us and we will help you - see Get help making a complaint. The Attorney General and this Department do not have the power to overturn a decision of a court or tribunal. First Home Buyer Choice. An online form is available where the provider is registered under the NRSCH. Level 24, 580 George Street Tenants will be referred to Community Justice Centres for assistance when required. If the tenancy is under the management of a community housing provider then that organisation is the landlord and your contact for any complaint. 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. This function is given to the Registrar by section 10(1)(e) of the Community Housing Providers (Adoption of National Law) Act 2012 (NSW). The Registrars role is to ensure that registered community housing providers comply with the National Regulatory Code. You can accessour apology to the Stolen Generations. The law requires us to protect your personal information, and not to disclose it to another person or body except in certain circumstances. 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. If you need help with your complaint, see Get help making a complaint. All reports are treated seriously and managed in the strictest confidence. Please ring the Maintenance Line back if the problem gets worse or you have not had a response to the request in the agreed timeframe. When you're ready, make your complaint online. We can support people with disability and Aboriginal peoples, and have information in easy English and other languages, see Information in other languages. Search for Find DCJ Housing Offices at: www.dcj.nsw.gov.au. 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. 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. Call 1300 652 488 to arrange a translator to speak in the language you need. DCJ Housing supports the principles of a culturally and linguistically diverse society, and it will not tolerate harassment in the form of racism, homosexual or transgender vilification. Enter a postcode, suburb, town, or address to find a local housing office near you. 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. Complaints about community housing providers should be made directly to the provider. For example, if you want to make a complaint about public housing, contact the Department of Communities and Justice (Housing NSW). However please note that not all complaints will be suitable for mediation. *The NSW Ombudsman generally expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. Contact theHealth Care Complaints Commissioner. 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, Resolveappfor young people leaving care. Contact the NDIS Quality and Safeguards Commission. Justice Health and Forensic Mental Health Network. This includes tenants, tenant advocates, and people who work with providers. You need to give them a chance to sort out any problems first. 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 the complaints are substantiated, tenants will be given the opportunity to change nuisance and annoying behaviour. Anonymous complaints are only investigated in special circumstances. 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). If you have a disability, or if you do not understand English well, we can assist you with providing feedback or making a complaint. We will endeavour to respond to queries at the point of escalation and preferably within 72 hours. If there is, we may suggest changes to policies or procedures. 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'll also ask you to upload documents to support your complaint. We will use your rating to help improve the site. what happens after you've made a complaint. guide the standard of behaviour for DCJ employees who are managing complaints. 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. Our website provides a full list of our local DCJ office address and phone numbers under Contact Us. Alternatively, you can ask the NSW Ombudsman to review your complaint. 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. 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. 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. 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. You will need to give the event number to Maintenance Line staff when you call to request a repair. If you are in Australia please call: 02 8074 8627. Tenants are best contacting their tenancy manager of their housing provider. The Registrars Guidelines for Managing Unreasonable Complainant Conduct may be enacted in these circumstances. Western Region. The MyHousing mobile app, from the Department of Communities and Justice (DCJ), helps you access your housing information using a smartphone. provide you with further explanation of a decision that has been made. Anonymous complaints will be registered and referred to the relevant area for review. Contact the: We can handle employment complaints relating to public interest disclosures. You can call us to discuss your particular case. Read more aboutwhat we do with your complaint. They usually welcome you speaking up as it can help them to uncover a problem and improve their services. contact information for other useful organisations. We value all feedback, because it helps us improve our services. However we can get information from these authorities that may better explain the decision for you. 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. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Housing and homelessness. You should briefly state your concern, and tell us what happened. 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 . 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. You can also ask them to give reasons for the delay. Alternatively, you can contact your localCommunity Services Centreto make a complaint. They should have a complaint process for you to follow. The Department of Communities and Justice works with children, adults, families and communities to improve lives and help people realise their potential. For further information. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. In NSW, government-owned and managed social housing is provided by the Department of Family and If we can handle your complaint, continue to Step 3. 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. Understand what housing help you may be eligible for, including social housing and private rental assistance. Registrar of Community HousingPO Box 2236Burwood North NSW 2134, Information sheet for complainants PDF, 34.67 KB. Please don't include personal or financial information here, DCJ Complaints and Feedback Management Policy. If you require assistance with registering on Procurement Central, you may contact the Customer Support via below methods. It takes about 15 minutes. 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). 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. 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 You will be contacted by either the Customer Resolution Coordinator, the manager responsible for the service you complain about, or the managers delegate. 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. An online form is available where the provider is registered under the NRSCH. The NSW Government eTendering website lists upcoming, current and closed business opportunities that have been provided by agencies. prioritising delayed actions or decisions. A range of private rental assistance products and services available to help clients. 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. To ensure Service NSW handles complaints fairly, efficiently and effectively, we adhere to the Service NSW Complaints Handling Policy. We can help you make a complaint. If a complaint is serious or complex, it may take longer. Keep a copy of emails or letters between you and the agency. Please call 1800 422 322 and press 2 (24 hours/day, 7 days/week, 365 days/year). Alternatively, you can usethe FeedbackAssist widget(located to the right of the screen). Tenants have a right to the peaceful enjoyment of their home and an obligation to abide by the conditions of their tenancy agreement. The grounds for complaint we can consider relate to: You will need to give as many details as possible about the problem that needs repairing when you call. However, if the matter is urgent you can call the Ombudsman first to talk about the best thing to do. If you are not satisfied with our response, please advise us and we will organise to carry out an internal review. You can complain to us about things like: You can call us for advice about whether your problem is something we can help with. 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. Open all What can you give feedback or complain about Antisocial behaviour complaints Other complaints Positive feedback Last updated: 22 September 2020 The Registrar of Community Housing is within the Ombudsmans jurisdiction. 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. Contact us Includes general enquiries, crisis numbers, media, helplines and feedback. Generally, we cannot deal with complaints about community housing providers because they are usually not within our jurisdiction. Your rating will help us improve the website. You can find the Review of Decisions form and the Appeals and reviewing decisions fact sheet on the website: www.housing.nsw.gov.au. Just let us know: We cannot provide you with legal advice. We cannot handle complaints about child support. being bullied by other residents. If your complaint is justified, we can do one or more of the following: If you have made a compliant to us and you are dissatisfied with the response, you can write and ask for the area which handled your complaint to conduct an internal review. The way we collect, store and use any of your personal information is regulated by law. You may wish to contact the Assisted Boarding Houses Team to provide comments, enquiries, complaints or feedback. For complaints about private health insurance, contact the Commonwealth Ombudsman. Once yousubmit your complaint, we'll email you a copy of it. NSW Ombudsman* To help us assess a complaint, we generally require you to provide some evidence to support your complaint. nsw.gov.au or ring 1300 HOUSING (1300 468 746). DCJ Housing will encourage tenants to sort out their own problems with other tenants between themselves or through mediation. Service NSW is committed to providing excellent customer service. This site also provides details of awarded contracts over $150,000 in value. If you are seeking any of these outcomes, you can seek legal advice. The NSW Ombudsman is an independent integrity agency that holds NSW government agencies and certain non-government organisations accountable to the people of NSW. 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. 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. 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). If you are deaf, or have a hearing impairment or speech impairment, contact us through theNational Relay Service. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. If there is a more appropriate way for you to resolve your complaint we may expect you to take the action we suggest. Find out how we can help you find or keep your housing, how to apply for private rental assistance or social housing, understand your rights and responsibilities as a tenant or request help with a property and find out more about management transfers, Understand what housing help you may be eligible for and how to apply, including social housing and private rental assistance. Level 24,580 George Street Sydney NSW 2000Toll free (outside Sydney metro) 1800 451 524Email info@ombo.nsw.gov.au. Complaints and notifications are an important source of information and intelligence for the Registrar. You can phone or visit any of our local DCJ offices. corrupt conduct for example, fraud, dishonesty or misuse of information, serious maladministration for example, unreasonable, unjust or discriminatory conduct. However, we can look at how the Registrar of Community Housing deals with complaints about community housing providers. They're also able to make decisions on the spot about what needs to be done. You can find descriptions of your fair housing rights in several languages other than English here. Most complainants who come to our office act reasonably and responsibly in their interactions with us, even when they are experiencing high levels of distress, frustration and anger about their complaint. Monitoring Community Services We promote and protect the rights and best interests of people using community services in NSW. Your report is confidential and we treat it seriously. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Rights and responsibilities. commence a formal maladministration investigation into your complaint. What is your policy on complaints and feedback? Find out how we can help you find or keep your housing, how to apply for private rental assistance or social housing. about your disability, or what is your preferred language, and. If you are outside of Australia, please click here for overseas phone numbers. Specialist staff provide support and advice and are able to make decisions on the spot about what needs to be done. We can handle complaints about community services run or funded by the government. Registry staff in courts and tribunals can explain appeal procedures. Tenants will be referred to Community Justice Centres for assistance when required. We cannot handle complaints about phone and internet companies for example, Telstra, Vodafone and Optus. State of New South Wales, February 2018This publication is released under a Creative Commons license CC BY 4.0. You can complain to FACS by: phoning: 1800 422 322 [press 2] emailing: feedback@facs.nsw.gov.au. 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. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. child protection services. You should contact the NSW police if you are experiencing serious problems with a tenants behaviour. Our customer complaints process explains how we manage feedback. If you have a complaint that is serious or complex, it is generally best to put it in writing. 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 listen and learn from the knowledge, strength and resilience of Stolen Generations Survivors, Aboriginal Elders and Aboriginal communities. You can also help another person to make a complaint. If FACS or the AHO has not complied with its obligations to carry out maintenance, NCAT can order it to do so. 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. 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. For all tenant enquiries and complaints. 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. To find out how to get in contact directly with someone from one of the justicedivisions of the Department of Communities andJusticecontact us. Aboriginal initiatives under OCHRE such as: homelessness services for young people and adults. You can report fraud, misconduct or corruption through our feedback tab. 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. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. For your convenience, telephones with a direct link to the Maintenance Line are available in the lobby of all local offices to use during business hours. The following list of links that will help you find the right place to make a complaint. promise to improve our policies, procedures or systems. We cannot handle complaints about NDIS providers (registered or unregistered). 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. The Attorney General and this Department do not have the power to investigate the conduct of judicial officers, such as judges and magistrates. For more information on FaCS Housing NSW policies, see the Housing NSW website. 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. Closed COVID-19 support programs statistics. U.S. Department of Housing and Urban Development 451 7th Street, S.W., Washington, DC 20410 T: 202-708-1112 We will need all the evidence you have to assess your complaint. You can find the address on our website. An appeal can be made if you feel we have not followed . We cannot determine liability, order payment of compensation or change a decision made by NCAT. You can check if a provider is registered by searching the NRSCH National Provider Register or the NSW Local Scheme Provider Register. For general enquiries, call DCJ Housing Contact Centre on 1800 422 322. This gives the agency a chance to fix the problem. . We cannot handle complaints about financial services, including: Contact the Australian Financial Complaints Authority (AFCA). Updated on 22/03/2022. Information for multicultural families and communities, Deliver services to children and families, Repairs, modifications and maintenance to a property, Toggle sub navigation menu for Repairs, modifications and maintenance to a property. Common complaints include: feeling unsafe. When can I expect a response to my complaint? Direct a complaint about a DCJ funded contract to the relevant DCJ contract manager. Please call the Police Assistance Line first to report vandalism before calling the Maintenance Line. For tenants - most issues related to transfer, disability modifications of dwellings, succession of tenancy, calculation of rental subsidy. If this is the case, we will contact you to discuss the issue, before taking further action. If you work for the NSW public sector, see Making a public interest disclosure. The term social housing refers to accommodation services provided by government agencies, non-government community housing providers and government subsidised private rental. Select a department Select an agency. The Judicial Commission of NSW receives complaints about judicial officers.

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department of housing complaints nsw

department of housing complaints nsw