You can report any contracting matter or escalate a contracting complaint to the NSW Ombudsman. We acknowledge the ongoing connection Aboriginal people have to this land and recognise Aboriginal people as the original custodians of this land. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. The following list of links that will help you find the right place to make a complaint. We assess each complaint we receive and decide whether to take action on a case by case basis. The Registrars role is to ensure that registered community housing providers comply with the National Regulatory Code. We can finalise most complaints within 30 days. 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 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. 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 . This might be about detrimental actions taken against you after you made a disclosure. 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. Phone: (02) 9286 1000 The term social housing refers to accommodation services provided by government agencies, non-government community housing providers and government subsidised private rental. If you have a complaint that is serious or complex, it is generally best to put it in writing. If your complaint is referred to another agency we will notify you of this transfer. Make sure you have a pen ready to write down the job reference number for your maintenance request. 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Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. TheDCJ Complaints and Feedback Management Policyaims to: Housing Contact Centre(client feedback option). . not knowing what support is available. DCJ Housing will investigate complaints against tenants where there is an alleged breach of the tenancy agreement. 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. To help us assess a complaint, we generally require you to provide some evidence to support your complaint. Check complaints we handle to see a list of who can handle your complaint if we cant. The Attorney General and this Department do not have the power to investigate the conduct of judicial officers, such as judges and magistrates. What is your policy on complaints and feedback? Sydney NSW 2001. 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. You can do this by contacting the person you have been dealing with and making this request. For all other service providers, including Energy Australia, AGL and Origin, contact the Energy and Water Ombudsman NSW. 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. Lodge the Complaint Form to our Complaints Officer via email at complimentsandcomplaints@homeinplace.org or with your Tenancy Relations Officer. We cannot handle complaints about financial services, including: Contact the Australian Financial Complaints Authority (AFCA). Call the Maintenance Line with any maintenance requests 24 hours, 7 days, all year round. We also provide additional support for people with a disability to make a complaint. 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. The Attorney General and this Department do not have the power to overturn a decision of a court or tribunal. please see our fact sheets in the top right of this webpage. You can still access up-to-date, reliable information on the existing Department of Justice websites. If FACS or the AHO has not complied with its obligations to carry out maintenance, NCAT can order it to do so. 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). Talk about it Most issues can be resolved by talking it out with the other party. 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 call us to discuss your particular case. Level 24, 580 George Street 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: Registry of Births, Deaths and Marriages. 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. Select a department Select an agency. We are committed to the safety and wellbeing of children and young people and protecting them from risk of harm, abuse and neglect. Making a complaint is free. See Appealing a decision by FACS below. HUD also provides a Spanish language version of the online housing complaint form. When you're ready, make your complaint online. 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. Just let us know: We cannot provide you with legal advice. 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. We also support people with disability and Aboriginal peoples, and have information in easy English and other languages. 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. Phone: (02) 8836 0000 [email protected] First Floor - Suite 4, 47-49 Wingewarra Street, Dubbo NSW 2830 Complaints. 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. You will need to give as many details as possible about the problem that needs repairing when you call. You will need to give as many details as possible about the problem that needs repairing when you call. It is a criminal offence for anyone to take any action against you for making a complaint to us. You can find the Review of Decisions form and the Appeals and reviewing decisions fact sheet on the website: www.housing.nsw.gov.au. Appeals. If you are concerned that this could happen, please let us know. Registrar of Community HousingPO Box 2236Burwood North NSW 2134, Information sheet for complainants PDF, 34.67 KB. 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. However in a very small number of cases some complainants behave in ways that are inappropriate and unacceptable despite our best efforts to help them. You can ask someone such as a family member, friend, or community worker to help you or to submit the complaint form for you. The Registrar of Community Housing is responsible for the registration and regulation of NSW community housing providers and may be able to assist you witha complaint about a community housing provider. Only in the most serious cases will FACS consider applying to the NCAT to evict a tenant. The Registrar of Community Housing is within the Ombudsmans jurisdiction. If you disagree with a decision by a community housing provider you may be able to appeal to the HAC or NCAT. 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. In addition, since mediation is voluntary, the business centre about which you are complaining will need to agree to entering into mediation. Your rating will help us improve the website. Part 1: What is unreasonable conduct by a complainant? Having trouble with your rates and charges? Informed by lessons of the past,Department of Communities and Justiceis improving how we work with Aboriginal people and communities. You can call us for advice about whether your issue is something we can help with. It takes about 15 minutes. For a step-by-step guide to making a complaint, seeHow to make a complaint. update contact details, including emergency contacts. refuges for women, children, men and families. If this is the case, we will contact you to discuss the issue, before taking further action. Although we wont be able to respond to your concerns, anonymous complaints can provide us with useful information that can lead to service improvements. The Police Assistance Line will give you an event number for your report, make sure you write this down. The Ombudsman does not have power to make binding and enforceable decisions. 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). Your feedback is important to us, whether you have a complaint, a suggestion or a compliment. However please note that not all complaints will be suitable for mediation. Tenants Advice and Advocacy Services provide free tenancy and legal advice and can advocate on your behalf. commence a formal maladministration investigation into your complaint. If we can handle your complaint, continue to Step 3. 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 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. Please don't include personal or financial information here, DCJ Complaints and Feedback Management Policy. You can find the address on our website. We will endeavour to respond to queries at the point of escalation and preferably within 72 hours. You can also ask them to give reasons for the delay. a preset menu that will direct your enquiry to the service you need including. If you are deaf, or have a hearing impairment or speech impairment, contact us through theNational Relay Service. Part 1: What is unreasonable conduct by a complainant? We cannot handle complaints about your employment or employer. For information please see the During a Tenancy Policy. One thing we consider when assessing your complaint is whether there is an alternative and satisfactory means of resolving it. You can complain to us about things like: You can call us for advice about whether your problem is something we can help with. 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 Enquiries and complaints can be made by telephone or in writing. What if I am dissatisfied with the handling of my complaint? serious and substantial waste of public money. Make sure you have a pen ready to write down the job reference number for your maintenance request. 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. You can phone or visit any of our local DCJ offices. Complaints about community housing providers should be made directly to the provider. However, we cannot handle complaints about decisions of local councils that involve: We also cannot amend or revoke development consents. Call 1300 652 488 to arrange a translator to speak in the language you need. private universities for example, Australian Catholic University and University of Notre Dame. 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, Centralised Gas Hot Water System Reimbursement Scheme, Modifications for people with disabilities or the elderly, Occupational therapist assessment overview, Requesting maintenance and reporting problems, Swimming pools in public housing properties. what happens after you've made a complaint. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. This gives the agency a chance to fix the problem. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. Further information regarding the privacy of your information can be viewed on the Privacy page. 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. Having the job reference number will make it easier to make a follow up call to the Maintenance Line. For example, if you want to make a complaint about public housing, contact the Department of Communities and Justice (Housing NSW). Contact the NSW Education Standards Authority (NESA). You can choose to remain anonymous when you submit a complaint. 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. We value all feedback, because it helps us improve our services. You will need their permission to do this. You will be asked to provide details of the damage and when it happened. State of New South Wales, February 2018This publication is released under a Creative Commons license CC BY 4.0. Our website provides a full list of our local DCJ office address and phone numbers under Contact Us. If the tenancy is under the management of a community housing provider then that organisation is the landlord and your contact for any complaint. 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. If you are outside of Australia, please click here for overseas phone numbers. 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: While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. Alternatively, complaints may be lodged in person at any of our branches or over the phone. 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. We will use your rating to help improve the site. 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. put you in contact with the right person in the organisation who can respond to your complaint, contact the organisation about the problem and ask them for an explanation, or. Please call 1800 422 322 and press 2 (24 hours/day, 7 days/week, 365 days/year). What matters are out of the Registrar's scope? You can report fraud, misconduct or corruption through our feedback tab. 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. The NSW Ombudsman is an independent integrity agency that holds NSW government agencies and certain non-government organisations accountable to the people of NSW. Go to www. Generally, as a first step you should contact the agency you want to complain about. You can also help another person to make a complaint. GPO Box 7057 We cannot handle complaints about the NSW Police Force or a member of the NSW Police Force. We handle complaints about most NSW government agencies, local councils, as well as some community services for children, young people and families. Find out how to make a complaint about custodial services. 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. You can check if a provider is registered by searching the NRSCH National Provider Register or the NSW Local Scheme Provider Register. This page tells you about the role of the NSW Ombudsman in handling social housing complaints. Generally, we cannot deal with complaints about community housing providers because they are usually not within our jurisdiction. You should firstly contact the staff member you were dealing with, or the staff member's supervisor. 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. 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.
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